HIK Connect lost after firmware update

[p5taylor]

@p5taylor
without you knowing, could your router have been upgraded? some ISP's manage router remotely via TR-069.

any router firewall rules changed? disable firewall.

add your NVR to the router DMZ

Via the virtual host, enable hikconnect on a camera.

if you have an external poe power supply connect a camera to your lan and enable hikconnect.

Slowly losing the will to live on this one, i have exhausted all avenues.

Last router firmware i did was back in February this year and hik connect was still working fine up until couple weeks ago when i did the NVR update, no firewall changes made or no windows updates i did also try disabling all firewalls thinking that could be blocking but no change, i can not connect one of my cameras directly to the router as i dont have an external POE psu, personally i cant see why i cant get a ping back from the hik connect server addresses.

 

[David]

Slowly losing the will to live on this one, i have exhausted all avenues.

Last router firmware i did was back in February this year and hik connect was still working fine up until couple weeks ago when i did the NVR update, no firewall changes made or no windows updates i did also try disabling all firewalls thinking that could be blocking but no change, i can not connect one of my cameras directly to the router as i dont have an external POE psu, personally i cant see why i cant get a ping back from the hik connect server addresses.

Take some time out before you try again. I've been in Telecomms / IT for over 40 years now and understand your frustration. Don't forget Hikconnect is a "free" service and their remote servers may be logging performance data from your cctv network. That is why I stopped using Hikconnect and setup my own VPN server, notifications are via email from my NVR.

personally i cant see why i cant get a ping back from the hik connect server addresses.

My router will not reply to ping on the WAN IP address, likewise the Hikconnect servers may not all reply to ping. It all depends on server setup policy. Never rely on ping as a definitive test. A better test would be to scan those servers for open ports, as long as you know which ports to scan.

It is looking likely that your NVR could be blocked by the Hikconnect servers, I'm just trying to rule out other factors before you have to go to a Hikvision service provider @Dan.

 

[p5taylor]

Take some time out before you try again. I've been in Telecomms / IT for over 40 years now and understand your frustration. Don't forget Hikconnect is a "free" service and their remote servers may be logging performance data from your cctv network. That is why I stopped using Hikconnect and setup my own VPN server, notifications are via email from my NVR.


My router will not reply to ping on the WAN IP address, likewise the Hikconnect servers may not all reply to ping. It all depends on server setup policy. Never rely on ping as a definitive test. A better test would be to scan those servers for open ports, as long as you know which ports to scan.

It is looking likely that your NVR could be blocked by the Hikconnect servers, I'm just trying to rule out other factors before you have to go to a Hikvision service provider @Dan.

All I do with Hik connect is remote viewing, while away from home/on holiday really, not so much for alarm triggering or remote playback. I have noticed a couple of other issues with v4.5.000 firmware I can't seem to set NAT to new https port number, hikvision firmware is just so buggy.

 

[David]

All I do with Hik connect is remote viewing, while away from home/on holiday really, not so much for alarm triggering or remote playback. I have noticed a couple of other issues with v4.5.000 firmware I can't seem to set NAT to new https port number, hikvision firmware is just so buggy.

In that case why don't you go for a router that has an integral VPN server? That way you are improving the security of your home network and reduce latency by not using Hikconnect remote servers. You'll also get full remote access to your local network.

 

[p5taylor]

In that case why don't you go for a router that has an integral VPN server? That way you are improving the security of your home network and reduce latency by not using Hikconnect remote servers. You'll also get full remote access to your local network.

Hi David
My current Netgear D6400 router does have VPN capabilities but I don't know how this will effect the other devices connected to it.

Actually just read there that andriod and iphone not yet supported

 

[David]

Hi David
My current Netgear D6400 router does have VPN capabilities but I don't know how this will effect the other devices connected to it.

View attachment 7805

Actually just read there that andriod and iphone not yet supported

That's unfortunate, my router is from Draytek. I use 2 types of VPN connectivity, L2TP / IPSEC and SSL. I am surprised there is no Netgear Android / IPhone support, especially with the new work from home generation. The iPhone natively supports L2TP / IPSEC VPN client and I use the Draytek iPhone app for SSL VPN.

Working remotely via VPN you are connected to your local LAN with the same functionality as if you were at home. Obviously the remote WAN connection adds latency especially over 3/4/5G networks, you just allow for it.

Another option for remote viewing is to use DDNS, not needed if you have a fixed public IP. Maybe you could take advantage of your HTTPS port forwarding rules to establish a secure connection.

 

[valeraatom]

Hello, i am from Poland, professional instaler, i have support from hikvision. Now in my nvr 7608-ni k2 i have error 0xe0020008
Support say can solwed this, but i need to send my registrator to official service hikvision and wait 2-3 month...
There are no other solutions yet...

 

[KamirZG]

Can you send full error code? What is happening?

 

[imtiyazp]

Hi did you ever get this resolved, since I have the same issue after I downgraded the firmware?

 

[gpower07]

Hi did you ever get this resolved, since I have the same issue after I downgraded the firmware?

try lower to the lowest firmware you can get into the nvr. i have one nvr with that kind of issue. at first i t hought hikvision block the series number. but not.

 

[imtiyazp]

Okay, so here is my conclusion. Over a year ago I lost Hik-Connect access when I went from a higher firmware to a lower one. I tried everything, like going lower to higher. During this period, Hik support in Ireland tried to remove my black listed NVR from the Hik-Connect portal, they tried 3 times and Hik-Connect worked for a maximum of one hour and then went off with the same error code. I wrote letter after letter to complain, but yielded no results. In fact, one guy who called me stating that my NVR had been modified by me, what a load of ?????.

I decided to write one last letter to the HQ of HikVision in China, I enclosed all the previous letters. After a long time, when I had almost given up, I got a call from a technical manager who apologised that most of my previous letters in the UK were ignored, etc. Funny how they called me after the letter was sent to the CEO of HikVision in China.

The chap who called me told me that there was a way to completely resolve my issue and that a technical chap would call me from Ireland, take over my computer with software that I would need to install and to make sure my NVR was on the same LAN as my computer. They called the next day and then took literally an hour doing things on my NVR. They then told me to wait for China to remove the NVR from their portal. I was dubious, since according to Hik-Vision Ireland this had been tried before. 2 days later, I got a call for me to try and connect Hik-Connect. To my shock it worked and remained on (it has now been 3 months).

So, the conclusion is that that the HIK NVR has a machine id that is different to the Serial number of the NVR. My NVR got blacklisted using the combination of the Serial number and Machine Id, so in the past when the serial number was released from the blacklist by Ireland and when the software did its regular check for the combination of the serial number and Machine id, it go blacklisted again. The resolution was that when they tech support dialled in, they changed the Machine Id of my NVR (not serial number, that remained as it was). Then they ask China to release the serial number again. This time the portal found that the combination of the existing serial number and new Machine Id was not on the blacklist. Funny enough the original tech people in Ireland were not aware of the Machine Id.

Also, HikVision gave me £100 worth of Amazon vouchers for my long year inconvenience.

 

[johnfitzy]

Funny enough the original tech people in Ireland were not aware of the Machine Id.

What a drag... but all's well that ends well!