Device offline!!!!

[Popps]

Hi.

I've got hikvision camera and all of a sudden tonight it said device offline on my mobile!!!
It seems to be working through my Tele still
But I can't see the cameras at all on my mobile!!
And these cameras are really important.
I don't know what to do!!

 

[Kyle]

Hi @Popps

Is your camera connected to an NVR?
How are you viewing it on your TV?
Have you recently changed your router or ISP?
Are you using the Hik-Connect app for viewing on your mobile?

 

[Popps]

I guess it's connected to NVR . I'm not sure what it's called sorry.
No I've not changed router or ISP so I don't know why it's doing it.

Yes it's the app on my phone

 

[Popps]

I think I'm going to have to shell money for someone to have a look aren't I
Can't believe I'm in a situation where I need these

 

[KamirZG]

Install program SADP on your laptop/PC, you'll see your NVR on the list.
After that double click on IP address showed in SADP and you'll have access to your NVR trought browser.
Login with your credentials (user/pass). Go to Configuration, Network, Advanced Settings and then Platform Access. See is hik-connect still online and enabled.
If its enabled but offline go to next step.

Return to Network and under TCP/IP see is everything corectly entered (IP, subnet, gateway and most importantly DNS - enter 8.8.8.8).

If that is ok, see if cabel from LAN slot on NVR is connected to your router.

 

[Kyle]

Just to follow up on @KamirZG - the recommended steps are covered in this guide, including how to check the network and Hik-Connect settings are correct, are in these guides:

How-to: - How do I find my Hikvision device and edit its network settings?

You probably want to be able to view your camera feeds remotely wherever you are; either in a web browser, the iVMS-4200 software, or the Hik-Connect mobile app. All IP CCTV devices communicate over your LAN (local network) and have a unique location on the network. So, you will need to be able...

www.use-ip.co.uk

How-to: - How do I view my Hikvision IP camera on a mobile device or tablet using the Hik-Connect app?

One of the biggest draws to Hikvision is the convenience of the free Hik-Connect app, which will allow you to view your devices remotely on a mobile phone or tablet wherever you are, without the complicated setups needed for a static IP, DDNS, or port forwarding. Hik-Connect is designed with...

www.use-ip.co.uk

You shouldn't need to add the camera to your Hik-Connect account again as instructed in the second guide, but make sure that those platform access settings are all correct and the status is showing as "online".

 

[Popps]

Oh ok I'll have to try this when I get home I think.
Thanks

 

[Popps]

There's nothing showing up when I download this thing.
No devices
I don't know what I'm doing here

 

[Phil]

Have you managed to download, install, and run SADP?
Are you on a Windows 10 PC?

 

[Popps]

Yes.
Yes Windows 10 laptop

 

[Phil]

OK
Open SADP
Maximise it to full-screen by clicking the small square icon at the top-right
Press the PrtScrn button on your laptop keyboard
Come back here to the forum
With the cursor in a new Post, press the Ctrl and letter V buttons on your laptop keyboard to post the screenshot of SADP here
Click the forum's Post reply button to let me see it

 

[Popps]

I don't know if this is going to work!

 

[Phil]

OK, as you said, SADP is showing no devices.
Is that laptop connected to the same network that your cameras/NVRs are?
i.e. you are at home / the CCTV is at home / the CCTV is connected to the home network / the laptop is connected to the home network.

 

[Popps]

Yes the laptop is connected to the WiFi at home and CCTV is connected to the same.
Although the app is not on the laptop he said we couldn't put it on a laptop we put the hikvision app on my phone??

 

[Phil]

It seems that your NVR/camera (no Hikvision devices) are connected to your home network.
In fact, you've posted your query in the forum's "Hikvision" sub-forum, but are you sure that you have Hikvision equipment?

If it is still working on your TV then there must be a video/monitor cable connected from the NVR to the TV.
That cable will be plugged into either the HDMI socket or VGA socket on the rear of the NVR box, and also into the back of the TV.

Can you upload some photos of the NVR box please?
Maybe front, rear, and label ...

 

[Popps]

Yes I'm sure it's hikvision

 

[Phil]

It's a Hikvision DVR, with analogue cameras.
Can you check that the yellow plug of the network cable is fully plugged-in please.
Then follow the lead, to see where the other end is connected, and ensure that it too is properly plugged-in.
Maybe then share a photo of what the other end of the network cable is connected to (perhaps your home router).

 

[Popps]

They all seem to be plugged in ok
.

Is this the right pictures?

 

[Phil]

Yep, that looks like your modem / router.
Do you know what is connected via that other network cable?
We know that the lead with the yellow plug connects the DVR to this router.

Do you still have OK internet access from your laptop and other devices?

If you have a spare network cable available, it would be good to connect your laptop with a cable to the spare port between the yellow and grey plugs on your router, then run SADP again on your laptop to see whether it then finds the DVR (with a wired network connection).

 

[Popps]

Yes the internet is ok on laptop and mobile.
The other one is ethernet cable I plug into laptop when I'm working from home so I don't use the WiFi.
Should I plug that in my laptop then? Would that help?