Cameras showing offline on hikvision app

[ashleyd]

First I am apologizing as I am not at all tech friendly or know much at all. I ha e cameras at my job that are through adt we view on hikvision app. All are saying offline on app but can view live feed on monitor. I have contacted adt,spectrum, hikvision ans can not get any help. I do believe the router was changed and also the wifi password but was told that was not issues. I don't know where to begin and they will send someone for 59.99 call fee and 159. For first 30 min to help me. We are small Billiards and Can not afford this. Anyone that can help me would be so appreciated
Thank you
Ashley

 

[trempa92]

First I am apologizing as I am not at all tech friendly or know much at all. I ha e cameras at my job that are through adt we view on hikvision app. All are saying offline on app but can view live feed on monitor. I have contacted adt,spectrum, hikvision ans can not get any help. I do believe the router was changed and also the wifi password but was told that was not issues. I don't know where to begin and they will send someone for 59.99 call fee and 159. For first 30 min to help me. We are small Billiards and Can not afford this. Anyone that can help me would be so appreciated
Thank you
Ashley


Sorry to say, but we need more information regardless if its a long post. I highlighted some points which actually point somewhere.

What we need to know in order to help is:

Which hikvision app are you using? Is it phone app or PC app?
What is the model of your NVR/DVR(Video recorder)? Usually the image label is at the bottom of it.
"Router was changed" can be a huge part why its not working.
Do you have admin password for DVR/NVR? Do not share here just confirm whether you have it or not.


Please give us an answers on this questions and we can continue forward helping you out.

Cheers,