Hik-Connect Mobile Client FAQ

Hik-Connect Mobile Client FAQ

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 Hik-Connect Mobile Client FAQ

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Note
important points of the main text.

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Contents
Chapter 1 Top Questions ............................................................................................................ 1
1.1 What to do when my camera turns offline? .......................................................................... 1
1.2 How do I set or change the device encryption password? .................................................... 1
1.3 Why can't I receive alarm notification? ................................................................................. 1
1.4 How to set the time zone of my camera? .............................................................................. 2
1.5 How to use another email / phone number to manage the account? .................................. 2
Chapter 2 Account Related Questions ......................................................................................... 3
2.1 Why can't I receive the security code when registering account? ......................................... 3
2.2 How to view currently how many accounts have permissions to view my camera images?
...................................................................................................................................................... 3
2.3 What should I do if I forgot my password? ............................................................................ 4
2.4 How to change account password? ....................................................................................... 4
Chapter 3 Live View Related Questions ....................................................................................... 6
3.1 How to adjust to only monitor human activities since my camera sensitivity is too high.
...................................................................................................................................................... 6
3.2 What can I do if there's no sound during live view? .............................................................. 6
3.3 What should I do if maximum channels under live view reached? ........................................ 7
3.4 I can not view videos remotely on my phone. I can only view videos when the camera is
connected to the same Wi-Fi as the NVR. ................................................................................... 7
Chapter 4 Playback Related Questions ........................................................................................ 9
4.1 Is video automatically cleared every 30 days? ....................................................................... 9
4.2 How to prevent someone from accessing my camera if he/she has connected my camera?
...................................................................................................................................................... 9
4.3 What should I do if maximum channels under playback reached? ....................................... 9
Chapter 5 Device Sharing Questions ......................................................................................... 10
5.1 How to share a camera and view it on another phone? ...................................................... 10
5.2 How do I share live view with someone else? ..................................................................... 10
5.3 What to do when cameras shared by others are encrypted? .............................................. 10

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5.4 I try to share the device to each other, but cannot add the other user's email. .................. 11
5.5 How to share devices added in my visitor account to another account? ............................ 11
5.6 How many accounts can one channel be shared to? ........................................................... 11
5.7 What permission can be configured for the shared device? ............................................... 11
Chapter 6 Alarm and Notification Related Questions ................................................................ 13
6.1 Why have I received only one alarm notification after the device had triggered several
alarms? ...................................................................................................................................... 13
Chapter 7 Device Related Questions ......................................................................................... 14
7.1 Can I scan the QR code from the photo library of my mobile phone? ................................. 14
7.2 How to re-configure network for a device? ......................................................................... 14
7.3 Where can I find the device verification code? .................................................................... 14
7.4 How to configure SD card on CCTV? .................................................................................... 16
7.5 What if the result shows the device has been added to another account when adding it to
the Mobile Client? ..................................................................................................................... 16
7.6 What can I do, when adding a device, if the result shows that the device is offline? .......... 16
7.7 Where can I find device serial numbers? ............................................................................. 17
7.8 Why the device's displayed camera number is different with its actual camera number?
.................................................................................................................................................... 17
7.9 Do channels of NVR/DVR support two-way audio on the Mobile Client? ........................... 18
7.10 How to change device name? ............................................................................................ 18
7.11 How to display channel-zero in the device list? ................................................................. 18

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Chapter 1 Top Questions

Here introduces questions including device offline, encryption key settings, incorrect time and
date, account email change, and notification delivery failure.

1.1 What to do when my camera turns offline?

Question
What to do when my camera turns offline?
Answer
● Please check the power supply first to confirm that the device is connected with power supply.
● Please check the network connection of the device. Please check whether the network is stable
or whether the network settings are changed. If the network settings are changed, please re-
configure the device network in Me → Configure Networks .

1.2 How do I set or change the device encryption password?

Question
How do I set or change the device encryption password?
Answer
On the top right corner of a device card on the Home page, tap → Settings .
For setting an encryption password, you can enable Image and Video Encryption and set an
encryption password for the device.
For changing an encryption password, you can tap Change Encryption Password and enter the old
encryption password to change the password.

1.3 Why can't I receive alarm notification?

Question
Why can't I receive alarm notification from a device?
Answer
Follow the steps below to solve the problem.
1. Configure alarm and event settings for the device on the device's web page.

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a.Enter the IP address of the device on a web browser and then visit the address.
b.Go to Configuration → Event .
c.Select an event type.
d.Select the required camera.
e.Check the checkbox to enable the event and then configure the relevant settings such as
arming schedule.
f. Click Linkage Method and then check Notify Monitoring Center.
2. Go to Settings in the operation system of your phone or tablet and then turn on Notification for
the Mobile Client.
3. Re-enable alarm notification for the cameras of the device and make sure the notification
schedule is correctly configured.

Note
See Enable /Disable Alarm Notification in Help for details.
4. Enable the Mobile Client to push notifications to your phone or tablet.

Note
See Message Push Notification in Help for details.

1.4 How to set the time zone of my camera?

Question
How to set the time zone of my camera?
Answer
● You can configure Time Zone of a device by tapping → Settings in the upper-right corner of a
device card.
● You can configure DDNS settings by tapping → Settings to set time for your camera.

1.5 How to use another email / phone number to manage the account?

Question
How to use another email / phone number to manage the account?
Answer
1. Log in to https://www.hik-connect.com/ .
2. Click My Account.
3. Click Modify to change the email or phone number of the account.

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Chapter 2 Account Related Questions

This section introduces account related questions and answers.

Table 2-1 "Can I" Questions

Question Answer
Can I delete my Hik-Connect account Yes, you can tap Me, tap your account name,
permanently? and tap Delete Account Permanently to delete
your account permanently.
Can I share devices to an account in a different No, you can't.
country (e.g., China to Canada)?
Can I change Country or Region settings? No, you can't. The country or region cannot be
changed once selected.
Can I share the device shared to me to another No, you can't share the device shared to you to
user? another user.

2.1 Why can't I receive the security code when registering account?

Question
Why can't I receive the security code when registering account?
Answer
● For registration by phone number, make sure you have selected the correct country or region.
● For registration by email address, check the Spam first for the email containing the information
of security code may be regarded as a spam.
● If you have tried several times and still can't receive the security code, it is recommended that
you log in to the Mobile Client in visitor mode first and then register an account.

2.2 How to view currently how many accounts have permissions to view
my camera images?

Question
How to view currently how many accounts have permissions to view my camera images?
Answer
You can view authorized accounts in Me → Manage Sharing Settings → My Device .

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2.3 What should I do if I forgot my password?

Question
What should I do if I forgot my password?
Answer
Follow the steps below to reset the password.
1. On the Login page, tap Forgot Password.
2. Tap Reset by User Name/Email Address or Reset by Mobile Phone Number.
3. Enter the user name or the email address on the Verify Account page if you select Reset by User
Name or Email Address.
Or enter the mobile phone number on the Verify Account page if you select Reset by Mobile
Phone Number.
4. Tap Next.
A security code will be sent to your registered phone or email address.
5. Enter the security code and tap Next.
6. Create a new password and confirm the new password on the Reset Password page.
7. Tap Submit.

2.4 How to change account password?

Question
How to change account password?
Answer
Follow the steps below to change account password.
1. Tap Me → Account Management to enter the Account Management page.
2. Tap Change Password in the Account Management page to enter the Change Password page.
3. Enter the old password and then tap Next.
4. Create a new password and then tap Next.

Note
The password should contain 6 to 16 characters, including letters, numbers or symbols.

Caution
The password strength of the device can be automatically checked. We highly recommend you
change the password of your own choosing (using a minimum of 8 characters, including at least
three kinds of following categories: upper case letters, lower case letters, numbers, and special
characters) in order to increase the security of your product. And we recommend you change

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your password regularly, especially in the high security system, changing the password monthly
or weekly can better protect your product.
Proper configuration of all passwords and other security settings is the responsibility of the
service provider and/or end-user.
5. Confirm the password and then tap Finish.

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Chapter 3 Live View Related Questions

This section introduces live view related questions and answers.

3.1 How to adjust to only monitor human activities since my camera

sensitivity is too high.

Question
How to adjust to only monitor human activities since my camera sensitivity is too high.
Answer
You can adjust sensitivity in → Settings → Notifications → Motion Detection Sensitivity .
However, only the size range of the recognized object is adjusted, and detecting only the humans is
not supported for now.

3.2 What can I do if there's no sound during live view?

Question
What can I do if there's no sound during live view?
Answer
Usually it is caused by the disconnection of the pickup. Perform the following task to check if the
pickup is connected to the device.
1. Set the image quality to HD during live view.
2. Visit the IP address of the device and then log in to the device's web page.
3. Go to Configuration → Video/Audio → Video .
4. Select Video & Audio as the video type.

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 Hik-Connect Mobile Client FAQ

Figure 3-1 Configure Video Type

5. Make sure that the pickup is connected to the device, and that there are sounds during live view
on the web page.

3.3 What should I do if maximum channels under live view reached?

Question
What should I do if maximum channels under live view reached?
Answer
Reboot the device or upgrade the device to its latest version.

Note
If the device is added by IP/domain, you can upgrade it to its latest version on the Mobile Client.

3.4 I can not view videos remotely on my phone. I can only view videos
when the camera is connected to the same Wi-Fi as the NVR.

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 Hik-Connect Mobile Client FAQ

Question
I can not view videos remotely on my phone. I can only view videos when the camera is connected
to the same Wi-Fi as the NVR.
Answer
The device may have been added to the Hik-Connect via IP/Domain. Please delete the device and
re-add it to Hik-Connect using the Hik-Connect domain instead.

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 Hik-Connect Mobile Client FAQ

Chapter 4 Playback Related Questions

This section introduces playback related questions and answers.

4.1 Is video automatically cleared every 30 days?

Question
Is video automatically cleared every 30 days?
Answer
This can be set on the device configuration page. It can occur if a 30-day cycle replace type is set.

4.2 How to prevent someone from accessing my camera if he/she has

connected my camera?

Question
How to prevent someone from accessing my camera if he/she has connected my camera?
Answer
If they have access to your camera by the way of sharing, then in Me → Manage Sharing Settings ,
you can view whom you shared your devices with and revoke the permissions for them to view
your camera images.

4.3 What should I do if maximum channels under playback reached?

Question
What should I do if maximum channels under playback reached?
Answer
● For NVR of I/K/E series, upgrade the device to V 3.4.97 or later versions.
● For DVR of K series, upgrade the device to V 3.5.35 or later version.

Note
If the device is added by IP/domain, you can upgrade the device on the Mobile Client. See Upgrade
Device Firmware in the Help for details.

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 Hik-Connect Mobile Client FAQ

Chapter 5 Device Sharing Questions

This section introduces Device Sharing questions and answers.

5.1 How to share a camera and view it on another phone?

Question
How to share a camera and view it on another phone?
Answer
● If it is the situation that multiple mobile phones share the same user, you can log in to the Hik-
Connect account on each mobile phone.
● If you need to share your devices with others, the sharee first need to register an Hik-Connect
account; Then the sharer can tap → Share Device → Share Device → Share with User .
○ If it is a new sharee, enter their HC account in the search box and enter their mobile phone

number or email address to add a recipient.

○ If it is user that has been shared with before, you can check them in the History Recipient list

and configure the sharing permissions of the device. Then the sharer can log in to their
account and accept the sharing device.

5.2 How do I share live view with someone else?

Question
How do I share live view with someone else?
Answer
The link can not be shared directly, you need to share the live view permission of the device to
someone else's Hik-Connect account.

5.3 What to do when cameras shared by others are encrypted?

Question
What to do when cameras shared by others are encrypted?

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 Hik-Connect Mobile Client FAQ

Answer
Please ask the sharer for the encryption password. The video encryption password is enabled and
set by the sharer on the Hik-Connect Device Configuration page, and the sharee does not have the
permission to disable encryption or change the password.

5.4 I try to share the device to each other, but cannot add the other
user's email.

Question
Trying to share the device to each other, but cannot add the other user's email.
Answer
You can only share devices to email addresses that have registered Hik-Connect accounts.

5.5 How to share devices added in my visitor account to another

account?

Question
How to share devices added in my visitor account to another visitor account?
Answer
You can share devices in your visitor account by scanning QR codes of another account.

5.6 How many accounts can one channel be shared to?

Question
How many accounts can one channel be shared to?
Answer
A channel can be shared to up to 64 accounts.

5.7 What permission can be configured for the shared device?

Question
What permission can be configured for the shared device?

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 Hik-Connect Mobile Client FAQ

Answer
You can configure permissions for playback, alarm notification, two-way audio and PTZ control
when sharing a device if the configuration is supported by the device.

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 Hik-Connect Mobile Client FAQ

Chapter 6 Alarm and Notification Related Questions

This section introduces the alarm and notification related questions and the corresponding
answers.

6.1 Why have I received only one alarm notification after the device had
triggered several alarms?

Question
Why have I received only one alarm notification after the device had triggered several alarms?
Answer
To avoid sending alarm notification over-frequently, only one notification of the same type of alarm
will be pushed to your phone or tablet in one minute.

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 Hik-Connect Mobile Client FAQ

Chapter 7 Device Related Questions

This section introduces the device related questions and answers.

7.1 Can I scan the QR code from the photo library of my mobile phone?

Question
Can I scan the QR code from the photo library of my mobile phone?
Answer
Yes, you can. Tap → Scan QR Code → to get QR code from local album.

7.2 How to re-configure network for a device?

Question
How to re-configure network for a device?
Answer
You can go to Me → Configure Network or tap Settings of a device, and tap Configure Network.

7.3 Where can I find the device verification code?

Question
Where can I find the device verification code?
Answer
● Solution A: Check the device label.

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 Hik-Connect Mobile Client FAQ

Figure 7-1 Device Label

● Solution B: Get the device verification code via the web page of the device.
1. Enter the IP address of the device on a web browser and then visit the address.
2. Go to Configuration → Network → Advanced Settings → Platform Access .
3. Click to view the device verification code.

Figure 7-2 Verification Code Displayed on Device Web Page

● Solution C: If the device is added to iVMS-4200Guarding VisionHiLook client software, you can
follow the steps below to get the device verification code.

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 Hik-Connect Mobile Client FAQ

1. Log in to the client software.

2. Go to Remote Configuration → Network and then tap Hik-Connect Guarding Vision HiLook
3. Click the device to view its verification code.

7.4 How to configure SD card on CCTV?

Question
How to configure SD card on CCTV?
Answer
● Insert the SD card on your device.
● Initialize the SD card on Hik-Connect as needed ( Device Configuration → Storage Status ).

7.5 What if the result shows the device has been added to another
account when adding it to the Mobile Client?

Question
What if the result shows that the device has already been added to another account when adding
it to the Mobile Client?
Answer
● Log in to the account and then delete the device from it.

Note
If you forgot the account password, you can retrieve it by the registered email address or phone
number.
● If you don't know which account the device is added to, you can unbind the device from the
account via the Mobile Client. See Unbind Device from Its Original Account in the Help for
details.

Note
If you fail to unbind the device via the Mobile Client, contact our after sales for help.

7.6 What can I do, when adding a device, if the result shows that the
device is offline?

Question
What can I do, when adding a device, if the result shows that the device is offline?

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 Hik-Connect Mobile Client FAQ

Answer
● Make sure the network that the device connected to can access the internet.
● Check the device's TCP/IP settings.
1. Enter the IP address of the device on a web browser and then visit the address.
2. Go to Configuration → Network → Basic Settings .
3. Perform the following operations.
- Make sure the device IP address, subnet mask, and gateway address are correctly
configured.
- Set the DNS address to "8.8.8.8".
- Enable DHCP.
4. Go to Configuration → Network → Advanced Settings → Platform Access and then make
sure Hik-Connect is enabled and the Hik-Connect status is online.

7.7 Where can I find device serial numbers?

Question
Where can I find device serial numbers?
Answer
● The device serial number is usually on the package label or the device label.
● Use SADP software to automatically search active online devices in the same subnet with the PC
running the software, and then select the required device to view its serial number.

7.8 Why the device's displayed camera number is different with its
actual camera number?

Question
Why the device's displayed camera number is different with its actual camera number?
Answer
● Some channels (or linked cameras) of the device is hidden. See Edit Settings of Cameras Linked
to NVR/DVR in the Help for details.
● If the device is shared by another user, the number of displayed channels (or linked cameras) is
determined by the actual number of the shared channels. The unshared channels of the device
will not be displayed.

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 Hik-Connect Mobile Client FAQ

7.9 Do channels of NVR/DVR support two-way audio on the Mobile

Client?

Question
Do channels of NVR or DVR support two-way audio on the Mobile Client?
Answer
No, they don't.

7.10 How to change device name?

Question
How to change device name?
Answer
1. On the device list page, tap → Settings to enter the device settings page.
2. Tap the device name section to edit the device name.

7.11 How to display channel-zero in the device list?

Question
How to display channel-zero in the device list?
Answer
Follow the steps below to display channel-zero in the device list.

Note
The device should support channel-zero.

1. Enable channel-zero on the web page of the device. See the user manual of the device for
details.
2. Enable the Mobile Client to display channel-zero in the device list. See Display/Hide Channel-
Zero in the Help for details.

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