Below are some troubleshooting steps for a platform access/Hik-Connect offline on device issue
- "Platform access / Hik-Connect (HC)" enable box is checked
- Change platform access / HC server address to:
- dev.hik-connect.com
- litedev.hik-connect.com
- dev.us.hik-connect.com
- litedev.us.hik-connect.com
- Change preferred DNS to Google's (8.8.8.8)
- Alternate DNS can be the one set by the ISP (internet service provider), gateway of the device, 8.8.4.4, or 1.1.1.1
- Reboot device
- Confirm device is getting internet
- Can enable DHCP or set static settings
- If static, connect PC to the same network as the device and do "ipconfig" in command prompt
- Confirm the device's gateway matches the PC's and the IP on the same subnet as the PC's
- If static, connect PC to the same network as the device and do "ipconfig" in command prompt
- Can enable DHCP or set static settings
- Try pinging the gateway and preferred DNS using network detection (net detect) via local gui if device is a recorder (NVR/DVR)
- Verify that the STUN ports are not closed by the firewall: 6002, 6800, 8555, 9010, and 9020
- If the network is very secure and blocks all remote connections, have the IT/network engineer on site check that the Hik-Connect necessary ports aren't blocked (solution below will show port list)
- Router firewall may be blocking P2P service.
- If they can get in to the router, they can test by turning off security settings to see if that will help.
- If it does, then they'll need to create an exception in the router to allow P2P traffic through the IP of that device.
- ** Please note, we do not make any changes to a customer's router or firewall. This will be something that the customer will need to check/do. If you need to log into the router or firewall for any reason, the customer will need to make the changes.
- Recorder may be under the "blocked devices" option in the router
- Log into router and check blocked devices
- Default unit or upgrade firmware