Hik-Connect Hik-Connect Android app is showing "Loading pictures failed" for doorbell snapshots?

[pandyteam]

@Kyle Any news?

 

[Kyle]

Not yet, sorry. Our UK Support contact changed suddenly this week and we've been re-explaining all our ongoing cases so the new one can pick them up this week - we're back at square one with most.
It's also worth contacting Hikvision Support in your region or asking your supplier to do so, as they may want to look at the issues remotely or be able to get a faster response.

 

[Kyle]

Could you also test the newest Hik-Connect update please, which was released today on iOS and Androd - V6.2.50?

 

[MarkP]

I have the same issue - do we have any news ? Thank you.

 

[pandyteam]

I updated KD8003 to V2.2.62_Build 231108 Protocol 2.0 and KH6320 to V2.2.24 Build240115 but the issue is still present

 

[MarkP]

Thanks for the note.

 

[Kyle]

Hi all - Hikvision have asked if you could test the latest version of Hik-Connect and let us know if you're still seeing this issue please.
For some reason, most phones/tablets wont auto-update Hik-Connect, so you will need to open the app store on your device to make sure it updates.
The latest versions are 6.3.1 for iOS and 6.3.0 for Android.

 

[MarkP]

Hello, I am using the latest Android version 6.3.0.0424 and the issues is still there.

 

[MarkP]

However I notice one sympthon. If I setup the 'call forwarding time" to 0sec in IMVS-4200 - the pictures are loaded corectly ! But if I change to 1sec or so, the problem starts again....

 

[Kyle]

Thanks @MarkP - I'll take this info back to Hik Support...

 

[pandyteam]

Yep, this did it for me also Setting "Call forwarding time" to 0 seconds and I can see thumbnail again in the app when I press the ring button.

 

[Kyle]

I've attached a patched firmware for the indoor stations, provided by Hikvision, to fix this thumbnail issue.
This is fine for UK and European models, but if you're outside of these regions and have any doubts, I recommend contacting your supplier or local Hikvision Technical Support to check that it is OK to use:

Technical Support

www.hikvision.com

 

[MarkP]

Thanks Kyle! I will test it later today.

 

[Kyle]

Thanks @MarkP, let us know how the testing goes

 

[MarkP]

Thank you Kyle for your support. All if working fine after the upgrade !

 

[Ekkoh]

Hi,

i have followed the steps above and tried to install v.2.2.24 but still have the same issue, Loading pictures failed. It seams like I can't downgrade to v.2.2.24 Any idea how to solve this?

DS-KD8003IME1(B) on V.2.2.76
DS-KH9510-WTE(1) on V2.2.36

 

[Kyle]

Hi @Ekkoh - have you installed a microSD card in the KH9510 and made sure it is working?
Make sure you have also installed the latest version of Hik-Connect on your device's app store, and have the most up-to-date OS version.

 

[Ekkoh]

Hi @Ekkoh - have you installed a microSD card in the KH9510 and made sure it is working?
Make sure you have also installed the latest version of Hik-Connect on your device's app store, and have the most up-to-date OS version.

Hi

Yes on all.
Do I need to actives the SD-card? How do I make sure it’s working? When I put in it I got a message about formatting, but do I need to do anything more?

 

[Kyle]

You shouldn't need to do anything else - did it give you to option to format the card when you put it in?
Maybe test it in another device to make sure it's working and hard reset the indoor station.
Which version of Hik-Connect are you using and on which OS?

 

[Ekkoh]

You shouldn't need to do anything else - did it give you to option to format the card when you put it in?
Maybe test it in another device to make sure it's working and hard reset the indoor station.
Which version of Hik-Connect are you using and on which OS?

Yes it asked for format.
iOS
Hik connect 6.6.301.20240905.1