NVR DS-7716NI-M4 / 16P Hik-Connect cannot connect online?

[BuddyLove]

I'm using NVR DS-7716NI-M4 / 16P and Hik-Connect was working fine, then I decided to upgrade the firmware to latest version (DS-7716NI-M4/16P and then everything stopped working with Hik-Connect. I've now put the NVR back to version (V4.61.410 build 221123) that was working before but now Hik-Connect still cannot connect to the end server. I tried many servers and the only pingable one is litedev.sgp.hik-connect.com but it still cannot connect. I can see other people have experience similar behaviour but can't find any resolution, any help would be appreciated as currently I cannot access the cameras remotely.

 

[johnfitzy]

Hi @BuddyLove ...

on the NVR configuration page:

is the connection status showing error "Offline (0xe0020008)"?

 

[BuddyLove]

Yes

 

[johnfitzy]

This has happened to me 3 times... everyone refers to it as being "blacklisted", but I don't think that's a good description... seems like something just gets "corrupted" in the Hik-Connect sever database when upgrading or downgrading firmware versions on the NVR (more often when downgrading) .... I've found this can be avoided by disconnecting and unbinding the NVR from Hik-Connect before doing a firmware upgrade (or downgrade) and then re-binding and connecting again after the firmware change.

The only way to correct this is to email support@hikvision.com ... include the error code, your NVR serial number, and region in the email... they may reply they need a few more details... reply with any details they request... one time I did have to contact them twice (maybe not all the techs are familiar with the issue) ... If they reply the problem is fixed and you still see the same error just email them again... the 3 times I went thought this process it took anywhere from 12 to 48 hours to get it resolved... the Hikvision techs were prompt and helpful!

You can search for the error message "Offline (0xe0020008)" or "blacklisted" on this site for more info... You'll see even @Kyle (an administration on this site) has run into this issue:

So, halfway through testing, our demo M-Series was blacklisted - presumably because I was installing older firmware and defaulting the unit.

It's far from ideal, but I've been told that only Hikvision's HQ can take it off the blacklist, and that I need to wait for them to reopen after Chinese New Year for this on the 19th February.

Fortunately, it's not Chinese New Year now!

 

[BuddyLove]

Thank you for this, I’ll email them now, thank you again.

 

[BuddyLove]

Hikvision support are saying I need to go via distributor to get blacklist remove, they won't help end users. They are forcing me to pay a distributor to check and rasise a ticket with them.

 

[johnfitzy]

I would try waiting a few days and emailing them again.

 

[BuddyLove]

I'll try that thank you

 

[BuddyLove]

Same thing happened again and said they can't help end-users, I'll try again in a few days maybe 3rd time lucky.