Hik-Connect device offline
New router or broadband provider and now the app says offline? Here is the fix we use most often, step by step.
New router, cameras offline?
If the Hik-Connect app suddenly says your recorder is offline, a new router or broadband provider is by far the most common cause. The recorder still holds the network settings for the old router, so it can no longer reach the Hik-Connect server.
The cameras are usually still recording. They just cannot reach the internet. The fix is to give the recorder the right network settings for the new router, especially the gateway and DNS server.
Our walkthrough of the most common Hik-Connect offline fix, including the missing DNS server.
Get your recorder back online
You will need a monitor and mouse on the recorder, or a PC on the same network.
Check the cable goes to the main router
Plug the recorder’s LAN port (not one of the PoE camera ports) into a spare port on the new router with a network cable. If you have mesh Wi-Fi, such as Orbi or Deco, plugged into your provider’s router, set the mesh system to access point (bridge) mode. Two routers running at once can stop Hik-Connect working.
Log in to the recorder
Use the monitor and mouse on the recorder, or browse to the recorder’s IP address from a PC. If you do not know the IP address, the free Hikvision SADP tool will show it.
Turn on DHCP, or correct the static settings
In the web page go to Configuration > Network > Basic Settings > TCP/IP (on the recorder’s own screen it is usually Network > General or TCP/IP; menu names vary by firmware). The simplest fix is to tick DHCP and save, so the new router hands the recorder the right address, gateway and DNS.
If you prefer a fixed address, make sure the IP address is in the same range as the new router, the default gateway is the router’s IP address, and preferred DNS is filled in. Use the router’s IP address, or a public DNS server. A blank or old DNS server is the usual reason Hik-Connect stays offline.
Tip: on a Windows PC connected to the same router, run ipconfig in a command prompt. “Default Gateway” shows the router’s IP address and the range your recorder should be in.
Check Platform Access shows Online
In the web page go to Configuration > Network > Advanced Settings > Platform Access (on the recorder’s own screen it may be under Network > Platform Access or Hik-Connect). Make sure it is enabled, the access type is Hik-Connect, and a verification code is set. Leave the server address at its default. After a minute or two the status should change to Online.
Reboot if it still shows offline
Restart the router, then the recorder. This clears any IP address clash with another device on the network. If it still says offline, check the router has not given the recorder a different address and that the DNS server is filled in. If you are stuck, ask us to have a look.
Check the app
Pull down to refresh in the Hik-Connect app. The device should come back without being re-added. If it works on your home Wi-Fi but not on 4G or 5G, it was probably added by IP address rather than to your Hik-Connect account. See how to view your cameras on your phone to add it properly.
Keep your system secure. Never post your device serial number, QR codes, verification code or reset files on social media or forums. Anyone holding them may be able to take control of your cameras.
Related guides
Forgotten Hikvision password
The official ways to reset a Hikvision NVR or camera password: Hik-Connect, GUID file, security questions and SADP.
SADP can’t find my camera or NVR
Why SADP shows an empty list, and how to get it to see your Hikvision devices.
Line crossing and intrusion false alarms
Set up Hikvision smart events properly and stop the constant false alerts.
View your cameras on your phone
Add your Hikvision NVR to the Hik-Connect app so you can watch your cameras away from home.
Is Hikvision CCTV secure?
The real risks behind the headlines, and how to set a system up safely.
Common questions
Quick answers to the questions we are asked most often about this.
No. Hik-Connect connects through Hikvision’s cloud service, so there is no need to open ports on your router. Leaving ports closed is safer.
Usually, yes. Offline in the app only means the recorder cannot reach the internet. Check the monitor on the recorder to confirm the cameras are still live and recording.
The new router often uses a different address range or gateway, and the recorder still has the old settings, including the DNS server. Turning on DHCP or entering the new gateway and DNS usually fixes it.
Yes. An on-site fix, including Hik-Connect re-binding, is covered by our call-out, from £175+VAT. That includes 1 hour on site and up to 20 minutes’ travel from Grays. Kent, and anywhere reached via the Dartford Crossing or Blackwall Tunnel, is priced separately. Remote support is free for existing customers. Call or WhatsApp 01375 886299.
Still stuck? Talk to us
Our family-run team installs and supports Hikvision CCTV across Essex, Thurrock and East London. Call or WhatsApp us on 01375 886299, or send an enquiry. Remote support for existing customers is free. Need an engineer on site? Call-outs from £175+VAT.