Hikvision DS-7208HQHI-K1 is intermittently offline. No settings were changed. What is causing this?

[suzanneocallaghan]

My device is DS-7208HQHI-KI. 2 cameras attached.
It was installed about 4 months ago and works very well. But intermittently the cameras are offline on the app. They are currently offline for last 5 weeks and dont seem to be coming back online. I followed as many suggested solutions online:
pinged the device from my pc -- I received a response
pinged telnet -- no problems there
I checked and rechecked all config settings, even restoring to default settings.
However on the device configuration menu the status never changes from offline
I logged on to hik-connect.com, I could see my device but status was again offline.
I believed my router was the problem and changed that this morning, also changing ip address settings etc - Still offline
I asked my broadband receiver to check my line - no problems there.
I have no idea what to do next.....

 

[Phil]

Can you please run Hikvision's SADP utility on your PC and send us a screenshot?
I'd like to confirm IP addresses and firmware versions.
Thanks.

 

[suzanneocallaghan]

Hi Phil,
By PC do you mean the DVr to which the cameras are attached? or my own home pc?
The Dvr doesnt have a windows setup on it. I just get access to the menu through the TV screen

 

[Phil]

You can find the latest version of SADP here:
HIKVISION UK PORTAL

Please download and install it on your Windows PC.
I assume the PC is connected to the same network as your DVR?

 

[suzanneocallaghan]

Yes, im downloading it as we speak on my pc which is connected to the same network

 

[suzanneocallaghan]

When i installed the sadptool, it reported an error: failed to install the npf service. I dont know what that is

 

[Phil]

When i installed the sadptool, it reported an error: failed to install the npf service. I dont know what that is

Nor do I.

Is yours a Windows 10 PC?
Wired to your network? (not wireless)
Do you currently access your DVR from a browser on that PC?

 

[suzanneocallaghan]

windows 10
wireless
i access dvr from tv, not from this pc

 

[suzanneocallaghan]

if it helps diagnostics i can move pc closer to router and switch to wired network?

 

[Phil]

Do you know your PC's IP address?
Do you know your router's IP address?
Do you know your DVR's IP address?

 

[suzanneocallaghan]

yes to first 2. not sure how to get the dvr's ip. Is there a ping command i can use for it?

 

[Phil]

SADP was meant to reveal it.

Can you login to your router and see the DHCP assignment?
See what IP address your router has issued to your DVR.

 

[suzanneocallaghan]

 

[Phil]

Your NVR is not listed.
The list shows no devices in the Ethernet section.
Only x4 wireless devices.

Please check how your DVR is wired to your router/network.

 

[suzanneocallaghan]

its a wireless connection

 

[suzanneocallaghan]

pinged dev.hik-connect.com....

 

[Phil]

You have only pinged their web portal.
Same as pinging our website/server:

I doubt that your DVR is wireless.
It needs to be wired to your network.
Your router needs to provide it with a 192.168.1.XXX IP address.

 

[suzanneocallaghan]

just checked and there is only one LAN connection to my router which is plugged in to a tp-link, which also powers the router. DVR is located in the attic. dont know how they could have connected it other than wirelessly? There is a wired connection into the back of the tv, hdmi, i think

 

[Phil]

The 'TP-Link' may be a Powerline device, which uses your mains cabling as a network connection.
You may have another similar adjacent to the DVR in the loft.
Check the model code of the TP-Link, to see what it is / does.

 

[suzanneocallaghan]

wow, ure right phil, it transmit data through shared power line. didnt even know it existed. Im installing sadp on another pc to see if we can get dvr data