Hik-Connect [iPhone] Hik-Connect app not ringing on background

[egutter]

Hello,

I've just bought the following kit:
Doorbell: Hikvision DS-KB8113-IME1
Screen: Hikvision DS-KH6320-WTE1 firmware v2.1.24 build 210617

I was able to connect both successfully and also I was also able to add the Screen to the Hik-Connect app.

While the HikConnect app is opened in the foreground and I ring the doorbell, I get the phone call on my phone. However, if I am using another app, or the phone is locked, etc, it just doesn't work.

Here are a few details of my setup:
Phone 1: iPhone XR. iOS 15.4.1
Phone 2: iPhone SE. iOS 14.8

App Hik Connect version: 4.22.0.2022032219

Screen configuration:
HikConnect Service: On
LBS Server litedev.sa.hik-connect.com
Hik-Connect Server Status: Connected
Call Forwarding Duration: 1s

Hik-Connect settings:
Enable Push Notification: Enabled
Auto Answer: Off

iOS settings for the app in Settings>Hik-Connect>Notifications:
Allow Notifications: ON
Critical Alerts: ON

Let me know if any other info is required. I'd appreciate any help with this issue.

Best regards,
Emilio

 

[Kyle]

Hi @egutter

Is the firmware on the KB8113-IME1 up to date with this version? - V2.2.51 build211110 Protocol2.0

Have you got background app refresh enabled for Hik-Connect in the iOS settings?

Despite having critical alerts on (which should override them), do you see this issue when all of the focus modes are turned off, i.e. DND / Sleep / Work?

Out of interest, does turning Auto Answer on help?

If you touch the hexagon icon beside the devices on your device list in the app, are either silenced?

 

[egutter]

Hi!
Sorry for taking so long to come back. I was able to fixed the issue finally, so I'll leave it here in case it's useful for someone else.

Push notifications were working fine in Android, so I thought it was just a bug on the iOS HikConnect app. However, a few days ago, I found on the screen's settings that the date and time were incorrect (i.e. several years in the past). I adjusted the date&time on the screen and the push notifications are working fine now. So, it was just that silly issue, but quite hard to detect.

Best regards,
Emilio

 

[Dequinho83]

I’ve been having the same issue since may - and I don’t think there is anything other than different Hik Connect version changes that broke the notification in iOS.

Doorbell: DS-KV6113-WPE1
Firmware: V2.2.53 build 220108 (latest)
Connection type: wired PoE
DNS Server: 8.8.8.8 / 8.8.4.4

Platform Access Mode: Hik Connect
LBS Server litedev.sa.ezvizlife.com
Hik-Connect Server Status: Connected
Call Forwarding Duration: 30s

Hikvision version: 4.23.0.2022051716 (May release?)
iOS focus time: OFF
All notifications in Hik Connect ON (receive events and push notification); allowed critical alerts. Announce notifications on. App background refresh ON.

Confirmed that the day/time/hour configuration of the doorbell is correct.

I’ve done all sort of tests - even tried a different router with no success. I still miss notifications every other time, but will receive a “someone visited” in red message in Hik-connect when I miss the notification. If the app is opened, it will ring. If it is in the background, it may not notify and I will miss the call.

This problem turned my doorbell into a useless brick in my front door, and I have no idea how to fix it.

 

[just_h]

Hello,

Did you succeed to fix it? I have the same issue.

Regards,

 

[mantonl]

Hello,

Did you succeed to fix it? I have the same issue.

Redards,

I had a customer with this issue and this was the fix for them...

iPhone Face ID and Attention settings​

If you're not hearing a ring, it could be due to your phone's Face ID and Attention settings.

From your iPhone Settings, select Accessibility and navigate to Face ID & Attention (or Touch ID & Attention).

• Check Attention Aware Features. If this setting is enabled, your phone may ring at a low volume if it decides it already has your attention (for example, if you are holding the phone unlocked). It should still ring when the user is not attentive.
  • By disabling this setting, the iPhone will stop tracking your attention and adjusting the volume.

 

[just_h]

Thank you, I’ll make quick test.
I tried with android phone , everything is ok, the issue is only on my iPhone