How to Fix a Hik-Connect Status of Offline

Purpose of The Guide

If you have attempted to connect your Hikvision equipment to Hik-Connect following How to Setup Hikvision DVR for Remote Viewing or How to View Hikvision Camera on laptop and have got stuck at the point of getting the device to appear online this guide will walk you through the most common solution.

Product Compatibility

This how-to article relates to Hikvision cameras.

Before You Begin

If you wish to use a computer make sure you have SADP Tool installed.
If you want to use the menus on the NVR or DVR make sure you have it connected to a monitor or TV screen with the included mouse plugged in to the device.

Let's Get Started

Using a Computer

1) Open SADP Tool. Select your NVR or DVR from the list of devices. If you are using IP cameras with no recorder then you will need to address this issue one camera at a time so select one camera and return to this step once completing the process for that camera. Make a note of the IP Address for your selected device,

2) Open Internet Explorer and go to the IP address from the previous step.

3) Log in to the device using the username "admin" and the password that you have previously set on the device.

4) Navigate to Configuration > Network > Basic Settings > TCP/IP

5) On this page make a note of the IPv4 Default Gateway. Near the bottom of the page you will see the DNS Server section. Enter the IPv4 Default Gateway in the Preferred DNS Server field and enter 8.8.8.8 in the Alternate DNS Server field. Save your changes.

6) Now navigate to Configuration > Network > Advanced Settings > Platform Access. If the fix has worked then you will see a Register Status of Online. It can take a minute or two for this status to appear so please wait a minute and refresh the page if you do not see the change immediately.

If that has worked then you can return to one of the two guides linked at the top of this page to continue the setup process.

If that has not worked return to the TCP/IP menu as in step 4 and tick the box for Auto DNS and press apply before checking the status in in step 6.

If at this point you are still having no luck please get in contact for further support.

Using the NVR or DVR

This process is slightly different depending on which version of the Hikvision operating system is installed on your device. This guide will cover both versions so please have a look at the section that is relevant for you.

Version 3.0

1) Right click and select Menu and then browse to Configuration > Network > General

2) Set your Preferred DNS Server so that it is the same as your IPv4 Default Gateway and set your Alternate DNS Server to 8.8.8.8 and press Apply.

Hikvision configuration screen

3) To check if this has worked browse to Network > Platform Access. You should now see a Status of Online.

Version 4.0

1) Open the Main Menu by clicking the Cog icon and then browse to Network > TCP/IP.

2) Set your Preferred DNS Server so that it is the same as your IPv4 Default Gateway and set your Alternate DNS Server to 8.8.8.8 and press Apply.

Version 4.0 HVR

3) To check if this has worked browse to Network > Advanced > Platform Access. You should now see a Status of Online..