no video on the apps or in a browser

[Frankvu]

Hello,
I have an HNRA10-64 with 28 DS-2CD2085FWD-I cameras
We are having an issue with video on the android and apple app as well as in a web browser. Every day, we lose video to those remote viewers. We do not lose video locally on the monitor or television (connected to HDMI 1 and 2). We can be onsite and no video on the apps or in a browser (older version of IE).

Hikvision will not support me because they say I bought from a reseller. The reseller says I have to unbind; but, we never set up Hik-Connect or enabled any of the platform access options. They say until I do that, the issue will not resolve. I've followed all suggestions I can find on the internet and the issue simply will not resolve. I can bring the camera up remotely and have no issues with video...it's only when I use an app to view the cameras. We are using a variety of apps - NVMS4200, iVMS 4500, android, apple and Internet Explorer 11 (pnly I use that and only when I need to restart the NVR)

To resolve the issue, I reboot the NVR remotely and everything is fine for another 24-36 hours. Does anyone have any idea as to what the problem is? The reseller told me my internet is dropping; but, it's not. I ran wireshark and there's no issues that come up. I use a Sonicwall TZ350 and have the cameras on a separate LAN zone from the network. Cameras are also on their own Cisco POE switch. I do have a route to access both LAN's; but, when I shut that down, the issue remained. The firewall is showing no intermittent issues and the internet provider is not showing any issues (1gb cable modem).

Thank you

 

[Kyle]

Hi @Frankvu

What firmware is installed on the 28x DS-2CD2085FWD-I turrets?
I don't know what the latest firmware for the NVR is, but I would check with Hunt CCTV to make sure that this is up to date too.

If you have used iVMS-4500 and added each camera individually to it, then you will need to unbind them from your account, as this is the old discontinued version of Hik-Connect - here's the guide for doing this:

How-to: - How to Unbind a Hikvision Device using SADP on a PC

Unbinding a Hikvision device is not something that is required all that often, in most cases you can do the unbind from within the app. There are though some rare cases when the user does not have access to the Hik-connect account that the device is bound to, for example, if you have purchased a...

www.use-ip.co.uk

As the NVR isn't a Hikvision model, this itself cannot be added to Hik-Connect.
You could try Hunt CCTV's app, which looks to be called "Guarding Vision".

Or, to use Hik-Connect, I think you'll need to put every camera on a POE switch so that they are connected to your local network, and then add each camera individually to the app.
But, you will need a microSD card in each camera to view recorded footage and receive notifications if you're doing this.