Hik-Connect Device offline - HIK CONNECT

[Cctvman]

Hello,
Strange problem I'm facing.

Got a 60 camera setup on a large site. Been working fine for months

Today, they called and said the app is showing device offline.

I have checked and it is indeed showing DEVICE OFFLINE on all cameras.
However, If I click PLAYBACK, it shows recordings ... right up to the 3 minutes before the current time.
Live view on the NVR is fine,
Checked platform access and that says ONLINE ...

So I'm really confused

Everything is how it should be , it's just not showing LIVE VIEW (device offline message) on hikconnect app even though it appears the app is connected to the servers and servers talking to the NVR ...


Any ideas?

Many thanks

 

[Phil]

Has their IT Department changed anything that might affect the hik-connect server's access to their site e.g. tweaked firewalls?

 

[Cctvman]

This could be very likely. They had an issue yesterday where the server wasnt dishing out IP addresses to devices.
Their IT was on site yesterday tweaking and extending IP ranges to accommodate more devices...

So would the the playback and live view be through different ports maybe?

Another point to make; there is 2 NVRS on this hik connect account. At 2 different sites.
1 site is working ... site 2 is not (site 2 is where IT was tweaking yesterday)

Both NVRs show as ONLINE in the hik connect web browser user account.

 

[Phil]

It's nigh-on impossible to guess what they may have changed, but given the circumstances you describe it is certainly worth having a chat with them.