Hik-Connect "The device cannot be added"?

[Martel]

Hello everyone,

Trying to setup hik connect:
DS-7608NXI-K2 / 8P
4x DS-2CD2147G2
static ip

When i try to add the NVR on hikconnect website it says "the device cannot be added". I tried look on forum/internet/reddit there is no mention of this.
Have you guys encouter the same problem? How to fix it? Is it not better to build a DIY solution with homeassistant/motion eye?

Thanks!

 

[Dan]

Hi @Martel

Have you followed the initial steps in the below forum guide that explain you need to enable platform access first:

How-to: - Part 12: 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...

forum.use-ip.co.uk

 

[Martel]

Hi Dan, thanks for your answer,

I've followed the guide but i'm stuck on part 1
The hik-connect service is ON but service is offline

I have static IP behind firewall, i even tried with a allow all on the interface without any improvement..

What i found is that when i connect in SSH to the nvr, i can't ping my gateway, i suspect some internal iptables rules to block the traffic, but i can't the iptables cmd as it says "not supported" how do you unblock it?

 

[Dan]

Hi @Martel

Was platform access already enabled when you first looked at it or did you enable it after I linked you to the above steps?

If you have just enabled it, could you please try adding it to the Hik-Connect Portal again?

 

[Martel]

Hi @Martel

Was platform access already enabled when you first looked at it or did you enable it after I linked you to the above steps?

If you have just enabled it, could you please try adding it to the Hik-Connect Portal again?

I enabled it
Just retried with same issue "the device can't be added"

 

[Dan]

Thanks @Martel

We can see in your network settings that you only have one DNS server set, can you please add 8.8.4.4 as the Alternate DNS?

If it is still showing as offline after you save that DNS setting, can you try changing the DNS to Auto DNS and check platform access again.

 

[Martel]

Thanks @Martel

We can see in your network settings that you only have one DNS server set, can you please add 8.8.4.4 as the Alternate DNS?

If it is still showing as offline after you save that DNS setting, can you try changing the DNS to Auto DNS and check platform access again.

Thanks,
Still same with 8.8.4.4

No luck with auto dns

 

[Dan]

Okay,

Can you try changing the Hik-Connect Server Address to litedev.hik-connect.com

 

[Martel]

Okay,

Can you try changing the Hik-Connect Server Address to litedev.hik-connect.com

Tried both with static DNS and autodns and still offline,

How i'm supposed to made it online if i can't even ping my own gateway from the NVR, is there any internal rules that block access to internet?

 

[Dan]

Hi @Martel

What firmware version is the NVR currently running?

 

[Martel]

Hi @Martel

What firmware version is the NVR currently running?

V4.73.006 build 221108

 

[Dan]

Thanks @Martel

Can you please try updating the NVR firmware to the latest version - V4.74.000_230213? Once updated, please check the Platform Access page again.

 

[Martel]

Same issue after upgrading

Tried both auto dns / static
Disabling / enabling hikconnect on the interface
Tried to register on hikconnect.com but still got "The device cannot be added."

 

[Dan]

Okay,

Are you able to provide more detail about your network configuration? Do you have any other security features beyond the Firewall? (e.g. VPNs, dual network, other security software, etc...)

 

[Martel]

Okay,

Are you able to provide more detail about your network configuration? Do you have any other security features beyond the Firewall? (e.g. VPNs, dual network, other security software, etc...)

No other security feature

I have a router(dmz) -> firewall -> nvr (nvr is pluged directly on the firewall)
0 restriction rule on the nvr interface

As i tested i can ping from the interface to internet (ping 8.8.8.8 / traceroute )
I can ping from a computer in the same subnet as NVR

=> I can't ping from the NVR to internet
Can't access the iptables setting on the NVR, how can i do that?

 

[Martel]

Hi Dan,
Just a quick follow up to tell you that i've managed to make it work.

I tried to downgrade it the firmware without success so i've decided to bypass the firewall and plugged in directly to the router, i don't understand why it was not working as i had no deny rule on this specific vlan.

I had 2 more questions regarding the NVR:

1/I've seen on the local interface (hdmi + screen) that it looks like i have the NVR 3.0 GUI. i have not found any info on how to upgrade to NVR 4.0 (seems more optimized, better, etc..)
I've attached the screen specification of that NVR, how can i upgrade it to have the latest 4.0 GUI interface?

2/ On the storage part, i've setup recording on intrusion only, all other events (motion detection and all zone in/out/line are off) from monday to sunday /24h
Should i tick the box for "Learn by exemple mode" (on the screen) ?

I have on one week a total of 400Gb recorded on 4 camera

Setting are on the 4 cameras (DS-2CD2147G2)
Main stream
2688*1520
Bandwidth = variable
quality = superior
FPS = 30
Bitrate = 8192kbps

Sub stream
1280*720
bandwidth = variable
Video Quality = superior
FPS = 30
Bitrate = 2048 kbps
H265

I find the recording size a little bit big for a week of recording, should i put H265+ encoding? Should i reduce the bitrate ? Are my setting OK or just too demanding?

Thanks

 

[Chucky]

Have had exactly same issue with DS-7608NXI-I2 / 8P/S and changing DNS to 8.8.8.8 and 1.1.1.1 resolved issue (changed to newest firmware too, but not resolved until DNS change, maybe part of solution)... Strange it wont done this at cheap old HiWatch NVR with local dns.