When viewing live images, the percentage gets to about 80% then stops.
This error is usually because your mobile device does not have enough bandwidth to stream the camera feed. An example would be using 4g mobile connectivity or a slow broadband connection. Rest assured the cameras will still be recording. As a solution, change the resolution from “HD” to “basic” on the live view screen.
I’m not receiving events
Check the Hik-connect app has the necessary permissions on the mobile device to allow notifications. This should be checked in the phone/tablet settings. If the device has the necessary permissions, check that motion events are toggled on by following the “Turn motion exents on/off” topic. Otherwise, it may be the case that the event has not been configured. Typically, events are configured on installation at the request of the customer. To add motion events after installation will either require a chargeable call out or a remote support licence. For more information on either option call us for more information.
I’m no longer receiving audio
Only certain cameras have an audio capability. If audio was working, but now isn’t, check the camera is on the HD stream (on live view, select the “basic” option and change the feed to HD). By default, the basic (sub) stream does not contain the audio recording but the HD (mainstream) does.
My system shows as offline
An offline system could be due to a number of issues.
- Firstly check the NVR (recorder) has power.
- Has the network received any changes of late (like a new router), if so, the system will need to be reconfigured to the router – call us to schedule a visit.
- Lastly turn the router, NVR (recorder) and any range extender off then back on. Note the system may take up to 5 minutes to fully reboot.
I’ve forgotten my Hik-connect email or password
If you have forgotten your hik-connect (app) password, use the forgot password option on the app landing page. For security reasons we do not keep a record of app passwords. If you are unsure of what email or mobile number you used, contact us for support.
I want to access the system by PC / Laptop
Your system is best operated by the mobile application. However if you wish to access it by PC you will first need to find the device IP address. To obtain it, download and run Hikvision’s SADP tool. Scan your network for any Hikvision devices. Locate the device you wish to access by the model number. In most cases the device you want to access will be the recorder. This will usually be a longer model number than the cameras and will usually end with /4/8/16 depending on how many channels your NVR is designed to record.
- Enter this IP address in a web browser.
- Log into the system using the NVR username / password (not the hik-connect app username or password).
- Once logged in, you will be prompted to download a plugin to render camera images in the web browser.
- Once downloaded, close the tab and relog-in for the camera images to show.
The cameras work brilliantly in the day but poor at night
Poor night-time images are most commonly caused by a dirty camera lens. Most cameras will automatically turn on an infra-red or a supplementary light to enhance night time images. This supplementary light can reflect of objects such as spider webs causing glare. To resolve the issue the camera will need to be cleaned (and in case of spider webs – treated with insect repellent) To clean the camera, use a microfibre cloth with mild soapy water. To deter spider webs, consider using citronella oil or Spider-ex insect repellent.
Duke security include camera cleaning and treatment during our service visit. For more information, contact us directly.
One / some camera(s) are showing offline
One or more cameras showing as offline (but others are operating correctly) is usually caused by a communication issue between a camera and NVR (recorder). This could be caused by water ingress in a connecter, a broken / damaged cable or an IP configuration issue. This issue will require a physical call out to diagnose and resolve the issue – to schedule a visit, contact us directly.
My CCTV is jumpy on live view or playback
A “jumpy” image could potentially be due to a number of reasons. The most common causes are a damaged cable or that the camera bitrate exceeds the HDD capability. To diagnose the fault a physical visit is required.
I’ve forgotten my unlock pattern (systems equipped with a monitor)
Please select “forgot pattern password” and follow the steps to reset it. If you still require assistance, contact us.
I’ve forgotten / being asked for the “Encryption Code”
The encryption code is an additional layer of security to protect against unauthorised access. The code would have been provided to you on installation. Contact us if you require support retrieving / resetting this.