Hikvision support from an authorised Hikvision partner. This guide covers the Hikvision faults and set-up jobs we're asked about most: forgotten passwords, Hik-Connect showing offline, activating new devices, adding cameras to an NVR, hard drive errors, firmware, footage export, RTSP and ports. Each section gives the steps, with links to Hikvision's own resources. If you're still stuck, ring our technical line on 01902 902251 or book a remote session through our support page, wherever you are in the UK.
Phone:01902 902251. Have the model number and serial number ready; both are on the label on the device.
Remote session: for network jobs such as remote viewing and Hik-Connect, book a session on our support page and we'll work through it with you on your Windows PC.
We've been supplying CCTV and security equipment since 2012, and technical support on what we sell is a big part of what we do. As an authorised Hikvision partner we have a direct line to Hikvision's own technical support for the faults that need it.
Forgotten Hikvision password or "default password"
There is no default password on current Hikvision equipment. Devices ship inactive and you choose the admin password when you activate them. Only old firmware from before activation was introduced used admin / 12345.
Security questions or reserved email. If set at activation, choose Forgot Password on the recorder's login screen or the web login page and follow the prompts.
GUID file. If a GUID file was exported to USB at activation, import it from the Forgot Password screen.
SADP reset request. In SADP, tick the device, choose Forgot Password and export the request file. Hikvision support turns it into a key file, which you import in SADP to set a new password. Keep the device powered on and don't reboot it in between, or the key won't match. If you bought the equipment from us, call us and we'll help you through this.
Reset button (cameras). Holding the reset button while the camera powers up returns it to factory settings; it then needs activating again.
Cameras on an NVR's PoE ports normally take their password from the NVR, so resetting the recorder is usually enough.
Hik-Connect: setting up and "device offline"
Adding a recorder to Hik-Connect. On the recorder, open Platform Access (Menu › System › Network › Advanced › Platform Access on recent NVRs), tick Enable, and set a verification code when asked. In the Hik-Connect app, tap + and scan the QR code shown on that screen or on the device label, then enter the verification code. The verification code is the one you set on the device, not your account password.
"Device offline". This nearly always means the recorder can't reach Hikvision's server. Hikvision's own checklist:
Check Platform Access is enabled and Register Status shows Online.
Check the IP address, subnet mask and default gateway match your router.
Set DNS by hand, for example 8.8.8.8 and 8.8.4.4.
Switch the server address between dev.hik-connect.com and litedev.hik-connect.com.
Update the firmware for that exact model.
From a PC on the same network: ping dev.hik-connect.com, then telnet dev.hik-connect.com 8555 or telnet litedev.hik-connect.com 8666 to check a firewall isn't blocking it.
Hik-Connect doesn't need port forwarding.
Activating a new Hikvision device
A new camera or recorder has to be activated before it can be used. You can do this on the recorder's screen, in a web browser, or with SADP or iVMS-4200. The password must be 8 to 16 characters and use at least two of: numbers, lower-case letters, upper-case letters and special characters. At the same time, set up a password reset method (security questions, reserved email or GUID export), because it makes a later reset much quicker.
Adding cameras to a Hikvision NVR
PoE NVR ports: plug the camera in. A Hikvision camera is usually activated and added automatically using the NVR's password.
Cameras on your network switch: on the NVR go to Camera Management (or Camera › IP Camera), refresh the list of online devices, select the camera and add it with its password. Use protocol HIKVISION for Hikvision and HiLook cameras.
Other brands (ONVIF): on the camera, enable ONVIF and create an ONVIF user. On Hikvision cameras this is under Configuration › Network › Advanced Settings › Integration Protocol on firmware V5.5.0 and later. Then add the camera on the NVR with protocol ONVIF and that user's details.
An NVR's channel count, PoE budget and maximum recording resolution are separate limits. Check all three before adding cameras; our Hikvision NVR buying guide explains them.
Can't find a camera or recorder on the network
Use SADP. It finds Hikvision devices on your local network even when they are on a different IP range from your PC, shows whether each one is active, and lets you change its IP settings. An unconfigured Hikvision IP camera usually sits on 192.168.1.64. Cameras plugged into an NVR's PoE ports sit on the NVR's own internal network, so they don't appear on your main network; manage them through the NVR. Two devices on the same IP address cause an IP conflict: give each one its own address.
Hard drive "Uninitialized" or "Abnormal"
A new drive shows Uninitialized until the recorder formats it: go to Storage › Storage Device (older menus: HDD › General), tick the drive and choose Init. The status changes to Normal. This erases the drive, so export footage you need first.
Abnormal on a drive that used to work usually means a failing drive, a loose cable or an unsupported drive. Reseat the cables; if it returns, fit a surveillance-rated hard drive. Size it with our CCTV storage calculator.
Cameras live but not recording
Drive status must be Normal.
Overwrite should be on, so the oldest footage is replaced when the drive is full.
Recording schedule: each camera needs a schedule (continuous, motion or event). Check it hasn't been switched off or limited to certain hours.
Motion and smart events (line crossing, intrusion): if recording is event only, check the rule is enabled, the area or line is drawn, and Trigger Recording is ticked for that camera.
Time: set the correct time zone and turn on NTP time sync so footage is stamped correctly and easy to search.
Updating Hikvision firmware safely
Download firmware only from the Hikvision UK support site. Match the exact model and hardware version on the label.
Read the release notes; some models need an intermediate version first.
Export the configuration file before you start.
Upgrade through the web page, the local menu (USB) or iVMS-4200. Don't cut the power during the upgrade.
Avoid downgrading unless Hikvision support advises it. Afterwards, check schedules and storage settings.
Exporting footage
On the recorder, open Playback, find the clip, and export it to a USB stick. On a PC, iVMS-4200 can download footage from one or more recorders. If a file won't play, use Hikvision's VSPlayer.
Viewing a Hikvision device in a web browser
Type the device's IP address into the browser. Recent firmware shows live view in current browsers without a plugin. Older firmware asks for Hikvision's Web Components plugin and may not show live view in some browsers. If live view won't load, update the firmware first, or use iVMS-4200 instead.
RTSP addresses and network ports
To view a Hikvision stream in other software (a VMS, VLC or home-automation system), use:
The last three digits are the channel and the stream: 101 is channel 1 main stream, 102 is channel 1 sub stream, 201 is channel 2 main stream, and so on.
Port
Default
Used for
HTTP
80
Web browser access
HTTPS
443
Secure web browser access
RTSP
554
Video streaming to other software
Server (SDK)
8000
iVMS-4200 and other Hikvision clients
You can check or change these under Network › Port (or More Settings) on the device. For remote viewing, Hik-Connect is simpler and safer than opening ports on your router.
Hikvision intercoms and AX PRO alarms
Hikvision video intercoms and AX PRO wireless alarms use the same Hik-Connect app as the CCTV, so one app can cover the door, the alarm and the cameras. They are added the same way: enable the device's Hik-Connect or cloud service, then scan its QR code in the app. Installers can manage customers' intercoms, alarms and cameras remotely with Hik-Partner Pro (formerly Hik-ProConnect). For choosing kit, see the Hikvision video intercom buying guide and the AX PRO buying guide.
Hikvision software and tools
Tool
What it's for
SADP
Find devices, activate them, change IP settings and request a password reset
iVMS-4200
Free Windows and Mac client for live view, playback, export, configuration and firmware upgrades
Hik-Connect
The end-user app for CCTV, intercoms and AX PRO alarms
Hik-Partner Pro
Hikvision's app and portal for installers to manage customers' sites remotely
HikCentral Professional
Video management software for larger and multi-site systems
If a Hikvision product bought from us develops a fault, call 01902 902251 with the model, the serial number and a short description of the fault. We'll check it isn't a setting first, then take you through the return. Because we buy through Hikvision's authorised UK channel, warranty claims go straight back to the source.
Need someone on site?
We're a supplier, not an installer, so our support is by phone and remote session. If you need an engineer at the property, we can recommend a qualified trade installer depending on your requirements and area.
What is the default password for a Hikvision NVR or camera?
There isn't one on current equipment: you set it when you activate the device. Only very old firmware used admin / 12345.
How do I reset a forgotten Hikvision password?
Use the security questions, reserved email or GUID file if they were set up. Otherwise export a reset request from SADP, get the key file from Hikvision support and import it.
Why does Hik-Connect say my device is offline?
Usually the recorder can't reach Hikvision's server. Check Platform Access, the gateway and DNS, then update the firmware.
What is the RTSP address of a Hikvision camera? rtsp://username:password@IP-address:554/Streaming/Channels/101 for channel 1 main stream; 102 is the sub stream.
Do you offer Hikvision support outside the West Midlands?
Yes. Our phone line and remote sessions work wherever you are, and we ship nationally to England, Scotland and Wales.
