FAQs
Hik Cloud P2P will be under continuous improvement to more suit customers’ requirements before HiDDNS service terminate.
Q: Why Hik Cloud P2P service is more recommended for customers?
A: The fundamental service provided by HiDDNS is domain resolution (by resolving device domain name to WAN IP, customers can visit the designated device unit remotely on web/client software). As explained on the main content, various value-added applications are required due to the increasing Internet development. Since HiDDNS has its technical limitation for security and convenience, we decide to terminate HiDDNS service step by step, also highly recommend customers to switch to Hik Cloud P2P to enjoy the better user experience.
Q1: Why I can’t log into / register on www.hik-online.com?
A: This website has been shut down now. www.hik-online.com is designed for device domain name management, there is no influence on HiDDNS service. So it is still available to access your device via HiDDNS method. But for users convenience, we suggest use Hik-Connect instead which is based on could p2p service.
Q2: How to check the device domain name if I can’t login www.hik-online.com?
A: 1. Users can refer to the instruction on www.hik-online.com to backup their device domain name in advance; 2. If the customer insists on using HiDDNS, please collect detailed information and deliver this request to HQ to set white list. Please be noted that it’s only a workaround. HiDDNS would eventually be stopped. 3. Also, users can check the domain name from device web interface, client software or local interface. 4. Please collect detailed information and deliver this request to HQ to check the specific domain for users (if this user has added 10 or more devices into hik-online, the account for www.hik-on;ne.com will be added into white list automatically).
Q3: Why I failed to create a new domain name?
A: The service for new device to create domain name has been stopped. The new device here means some device that has never created a domain before. And the solution is to guide users to use hik-connect if the device supports could P2P function.
Q4: What if my device does not support Could P2P function?
A: 1. Check if it is possible to upgrade firmware to enable the could P2P function; 2. If it fails, guide user to use third-party DDNS such as DynDDNS
Q5: How to find the verification code after upgrade?
A: If there is no verification code originally, the code will be ABCDEF as default after upgrade.
Q6: How to upgrade device firmware？ _
A: Contact local support team or call center (it’s better to export the device configuration file in advance so users will be able to keep their system configuration).
Q7: What if users are persistent to use DDNS?
A: Guide users to configure third party DDNS, refer to the third party website for more details
Q8: What is hik-connect? How to use it?
A: Please kindly refer to our website：Home—>Support—>FAQ—>Client Software & Tools.
For detailed operations and configuration, refer to（Quick Guide of HC,161114） _
Q9: Which devices support Hik-connect?
A: Users can check it from device web interface: configuration>network>platform access. We have prepared an Excel ‘Cloud P2P Compatible Device model’ for your reference.
Q10: How to add device to HC？ _
A: Firstly you need to register a Hik account in the app, then scan the device QR code or enter the serial number and verification code to complete adding. For more details, please refer to the user guide.
Q11: What kind of mobile phone can install HC?
A: Currently, Hik-Connect application is available for iPhone based on IOS7.0 or above and smart phone based on Android 4.0 or above.
Q12: Can I still use PTZ operation on Hik-Connect?
A: You can take pan and tile operation if your device support. As for zoom, Hik-Connect only support digital zoom operation.
Q13: How to download your APP?
A: For IOS: Apple store, for Android: Google Play
Q14: How to find serial no. of my device?
A: The (SN) serial no. contains 9 numbers; you can check it on device label. You can also check it via local GUI, web browser, 4200/4500 client or SADP.
Q15: What if others want to manage the same device?
A: One device only can be added by one account but if you share your device to other accounts that it can be managed by several accounts.
Q16: Can I set the limit when I share my device?
A: You can set the limits when you share your device/ You can share a guest account to others.
Q17: Could I get the live view when I am in other country?
A: Yes, as long as your device and your client have access to the internet.
Q18: Is Hik Cloud P2P service for free?
A: It’s free now.
Q19: Does iVMS 4500 support Hik-Connect account? What can I do when I add HC account to 4500?
A: push alarm, playback, live view, two-way audio, stream encryption, capture, recording
Make sure your iVMS 4500 is the latest version and you can add your account to it. When adding your account, you can achieve live view, playback, two way audio, stream encryption, capture, recording and push alarm etc.
Q20: Can several users login one account at the same time?
A: There is no limit of the users numbers and region where they are.
Q21: How to choose a region when I register an account?
A: Please choose the region where you are and pay attentions that once you select a region it can’t be changed later.
Q22: Can I add IP cameras in my HC account to NVR locally?
A: This function is under developing.
Q23: How many accounts could a device be added?
A: One device can be added by an account.
Q24: What is stream encryption?
A: If we enable stream encryption, when we live view the device which is added to HIK CONNECT for the first time, we need to input the verification code of device or the password we set before.
Q25: Could we add the inactive device to HIK CONNECT?
A: No, the inactive device could not be added to HIK CONNECT. But we could active the device by inputting the password via HIK CONNECT. After activated, the device could be added to HIK CONNECT.
Q26: What should we do if we could not receive verification code when we register a new account of HIK CONNECT?
A: Make sure that your mail address or the phone number is correct. If the mail address or the phone number is correct, please contact Hikvision support team for help.
Q27: What should we do if HIK CONNECT shows that the device has already been added by another account?
A: Dear customer
In p2p platform, one device can be added only by one account, if the device was added by other account, you cannot add it again. If you want to add it to a new account, you must delete it from previous account firstly.
Q28: How long could we view via HIK CONNECT?
A: There’s no time limitation of live view.
Q29: Does HIK CONNECT support remote configuration?
A: Currently it does not support remote configuration.
Q30: How to deal with the system message ‘Device is offline’?
A: Please check the device status firstly.
Make sure that the device is power on and online.
Make sure you can use your router to connect to the internet with other devices.
Make sure your router is not connected to too many devices
If all the troubleshooting techniques listed above doesn’t solve the problem, delete the device from the account, reset the device and re-add the device to your account.
Q31: Could we use HIK CONNECT account to log on could p2p in iVMS 4200 or iVMS 4500?
A: The new version of iVMS 4200 which supports could p2p would be released around April of next year.
And we recommended customers to download HIK CONNECT instead of using could p2p in iVMS 4500.
Q32: Does HIK CONNECT support record and store the recording files on phone?
A: Captured pictures and recorded videos will be saved in Pictures and Videos in the More interface.
Q33: Does HIK CONNECT support Cloud Storage?
A: Currently it does not support Cloud Storage.
Q34: If we change the live view quality from basic to HD on HIK CONNECT, would it change the encoding parameter of the device?
A: It would not affect the encoding parameter of back end device. But for front device, the encoding parameter would be changed with the live view quality.
Q35: What if I forget the password after enabling stream encryption?
A: The default password is device verification code. Back-end device could set a new password directly via Menu->Configuration->Network->Platform Access locally in device (not via web). Please be noted that encryption password can’t be changed in front-end device–just device verification code.
Q36: Why I failed to watch my old recordings after changing stream encryption password?
A: The default password for stream encryption is device verification code, which could be changed. If you want to watch the stored recordings before the password is changed, you need to input the old password.
Q37: Why I failed to access my device login interface via domain name?
A: HiDDNS service has been stopped, please kindly select HIK-Cloud P2P service for replacement. Send the use manual of HIK-CONNECT to customer.
Q38: How to deal with these devices with domain name registered?
A: The former domain name registered in HiDDNS could no longer be useful. Please kindly select HIK-Cloud P2P service for replacement. Send the use manual of HIK-CONNECT to customer.
Q39: Will there be a HC version for HD and PC?
A: Currently not.
Q40: How to access device remotely via PC if HiDDNS is disabled?
A：After adding your device to Hik-Connect app, a new device domain name would be allocated to your device (the default domain name is device serial number) which could be changed afterwards. You can input www.hik-connect.com/domainname to access your device remotely via web browser.
Q41: How to find device verification code if my device label is lost?
A: Back-end device could find the code locally in device via Menu->Maintenance->System Info, or directly in Menu->Network->Platform Access.
For front end device, we can only find the code with the help of demo client.
Q42: How to deal with OEM customer?
A: Suggest the customer to turn to their purchase channel for help.