Hik-Connect Hik-Connect Remote Access Issue when AWAY FROM HOME?

[Tommy]

I am purely a Home Domestic User with little understanding of the CCTV jargon and no CCTV experience. A friend now overseas installed our Hikvision Digital Video Recorder Model: DS-7716NI-SP with Hikvision about 15 years ago and had all the cameras updated 6 years ago to higher resolution Hikvision cameras.

We have recently uploaded new Firmware as we had problems getting Remote and direct Access via the App due to changing network suppliers etc and couldn’t get the App to work afterwards.

1. We can today get all the cameras working perfectly through the Hik-Connect App version but can’t get Remote Access when offline out of the house.

2. Through all the trouble shooting we have tried when trying to connect through the App away from Home the message we get days ‘Device connection timed out. Please check its network connection’

3. The App has instructions to Scan the QR code from the Platform Access page on the Screen but this QR Code only shows the SERIAL NUMBER for the Hik box.

4. It also instructs alternatively to scan the Bar Code off the Hikvision label sticker on the side of the DVR box but this doesn’t help work either.

5. If it helps for Info, the Hikvision label sticker has NO verification code on it, I don’t know if this is because of the age of the model DS-7716NI-SP ? as a lot of trouble shooting instructions refer to requiring a Verification Code and obviously I don’t have one to input onto the Platform Access page on screen.

IF ANYONE IS ALSO NEAR ST HELENS MERSEYSIDE I AM HAPPY TO PAY WELL FOR SOMEONE TO VISIT TO TWEAK FOR ME TO GET ME ONLINE WITH THE APP WHEN AWAY FROM HOME.

Cheers
Tommy

 

[Aprincessitalian]

Hello, I have been experiencing the same error message "Device streaming timed out check the device network connection" Has anyone help resolve your Issue? I have spent over twenty hours researching and plus some with my network provider and of course no help.

 

[Phil]

Apologies that nobody has responded to the OP.
It is likely to be Network Settings, Gateway Address, DNS, etc.

If you tell us more about your setup:
Model numbers?
Firmware versions?
Symptoms?

I am sure that somebody will be able to offer support and get this resolved for you.

 

[Kyle]

If you have added the NVRs / cameras to the app using their local IP addresses, then that's probably why you're getting that error message.
So, if you haven't done so already, use the serial number to add the NVR to your Hik-Connect account via the online portal, as explained here:

How-to: - How do I view my Hikvision IP camera on a mobile device or tablet using the Hik-Connect app?

One of the biggest draws to Hikvision is the convenience of the free Hik-Connect app, which will allow you to view your devices remotely on a mobile phone or tablet wherever you are, without the complicated setups needed for a static IP, DDNS, or port forwarding. Hik-Connect is designed with...

www.use-ip.co.uk

It should be clearer about what the verification code / encryption key is, but this is actually something you set yourself on the platform access page, which is why you can't find it anywhere on the label - you can just leave stream encryption disabled on the Platform Access page and not use the verification code.

Also, make sure you are using the newest firmware for everything, and the newest version of Hik-Connect (often, this doesn't auto-update, so you need to check in your phone's app store).

One other key thing to check is DNS servers in the NVR's basic network settings page, try setting these to 8.8.8.8 (primary) and 8.8.4.4 (secondary).

 

[Aprincessitalian]

Apologies that nobody has responded to the OP.
It is likely to be Network Settings, Gateway Address, DNS, etc.

If you tell us more about your setup:
Model numbers?
Firmware versions?
Symptoms?

I am sure that somebody will be able to offer support and get this resolved for you.

Phil,

Thank You, I continued to research deeper on this FORUM and I did find the solution to exactly how it was just explained. Please no apologies! I should apologize for not updating my question. And to where on your forum I found a solution!!! Again Thank You from over here on the other side of the pond!