Hikvision cams wont display on app/web when connected to WIFI

[wwecfc]

Hi all

I have a strange query here and hoping you can help. I have had my 4 cam Hikvision system set up for about 18 months. All was working perfectly until Monday.

I usually view my cams with the IVMS-4500 app and very occassionally through the Hikvision DDNS website. However, since Monday I am unable to view the cameras through the app or on the site if the method I am using is connected to my home WIFI. If I switch to 4G or use the internet elsewhere (at work or a neighbours) just basically anywhere other than my own WIFI it works perfectly.

The error message on screen is "receiving data from the device timed out". Switch WIFI off and go back into the app using 4G, perfect picture.

I dont get it because if the cams need my WIFI to be working for the system to work, yet something about my WIFI is stopping me pulling up the images.

In addition I have a 5th camera on my app which is for my work premises and that one can pull up the image whether WIFI or 4G and I suppose that is because the connection is nothing to do with my home WIFI (it is connected at my work and I am remotely viewing).

I have Googled this and I can only see people with the opposite problem where they can only view the images if they are connected to their WIFI.

I have spoken with Hikvision, they said it sounded like a router issue and perhaps something to do with internal IP address and couldnt do any more to help. I spoke with my ISP - who are BT in the UK and I am using a BT Smart Hub 6, they were no help whatsoever. Their only suggestion was to reset hub to factory settings but I would like to avoid having to set up loads of wireless devices afterwards if I can.

I have checked my router port forwarding settings and they match the numbers in the Hikvision management site, the 80, 554 and 8000. I tried changing to 81, 1554, 8001 and that made no difference.

I dont get it, it had been working for over a year and a half perfectly on either WIFI or 4G.

I hope someone can help.

Thanks

 

[alastairstevenson]

Ignoring for the moment that port forwarding devices such as Hikvision cameras presents a considerable risk to your LAN, the other devices and data on it, even more so when the firmware is older than 5.4.41 and the cameras are vulnerable to the oh-so-open 'Hikvision backdoor'...
I'm tempted to say that the cameras have been hacked - so very common - but the symptoms don't exactly match.

I have checked my router port forwarding settings and they match the numbers in the Hikvision management site, the 80, 554 and 8000.

Do they match the current IP addresses of the cameras?
Can you access the cameras web GUI from a PC on the LAN?
Can you ping the camera IP addresses from a PC on the LAN?
What does SADP show for the cameras? Download | Tools - Hikvision

 

[wwecfc]

Hi, I have sent you a PM.

 

[alastairstevenson]

Hi, I have sent you a PM.

Yes indeed.
So all works OK from the laptop on the LAN.
But not from iVMS4500 - which unfortunately (or not ...) I know nothing about.
Hopefully someone who does will help.

 

[wwecfc]

Hi

Not quite correct I cannot access the cameras at all from the laptop if connected to my home network/wifi. I can only access it if I were using someone elses wifi or accessing from my work.

The same goes for the app.

The Hikvision admin panel wont even load when connecting at home. The app opens but cameras display “receiving data from device timed out”.

Log in to app or web admin panel using 4g or outside my home wifi all access is fine and normal.

This is what I dont get, how am I unable to view my own camera systems from my wifi when it is powered by my wifi.

Thanks

 

[alastairstevenson]

Not quite correct I cannot access the cameras at all from the laptop if connected to my home network/wifi.

I thought you'd confirmed that when the laptop is on the home WiFi, SADP can see all the cameras at the IP addresses that you'd expect.
And that when pointing the browser (should be IE11) at the cameras IP address and logging in, the browser shows 'Plugin not detected'.
If that's the case - the cameras are accessible via the home WiFi.

Maybe I have misinterpreted what you've described.

 

[wwecfc]

Hi, sorry, no I was confusing what you meant. The SADP showed the system, but I didnt actually click the IP address. That is something I will try today.
However, if when connected to wifi if i try to log in to hik-vision via a web browser via the www address rather than IP address it doesnt even load the panel.
If I do this at work or somewhere other than my home wifi I can log in fine via web browser.
I will try the SADP later at home and click on the IP address listed and put that in Internet Explorer and see what it brings up.
Thank you.

 

[alastairstevenson]

og in to hik-vision via a web browser via the www address

Sorry - but I don't know what you mean by 'www address'.
Invariably it's the IP address that's used to connect to these devices.

 

[wwecfc]

If I am at home and connected to wifi and use my laptop and open a web brower type in DDNS it does not open the admin panel of the cams. I cant even get to the log in section. It just times out.
If I do the exact same process outside of my home (i.e at work) then the admin panel loads and I can log in and view it all.

This has only occured since Monday, before then I could access the admin panel via the above link by WIFI.

Similarly, if I open IVMS-4500 app when at home connected to WIFI each cam says “receiving data from device timed out”.
Then if I turn off the wifi on my phone and access the app by 4G then all of my cams show the live pics properly.

That is what I am trying to resolve. I cannot see any camera images whether it by app or web when connected to my wifi (no matter the device). If I turn wifi off and use 4g or go elsewhere (my work) so I am not connected by my own wifi then I can access cams on everything (app and hik-online website).

I will run SADP again later from my laptop when at home on my wifi and I will visit the IP address listed on the search and see what I see. If that works it still doesnt answer the fact that I cannot use the web address or app to see my cams when they are accessing via my wifi.

 

[alastairstevenson]

If I am at home and connected to wifi and use my laptop and open a web brower type in DDNS it does not open the admin panel of the cams.

OK - I understand now.
I'd say that when the laptop is on the house WiFi you need to use the IP address to reach the cameras.
Not all routers support 'NAT reflection'.
Think what you are trying to do - from a private network, entering a public network (ie internet) domain name, and expecting the traffic to be reflected back into the private network via the DDNS name resolved IP address being recognised by the router as part of a port-forwarding rule that has opened holes in the router firewall to a private address on the house network.

You've seen that SADP lists all the devices OK. It's not using any form of internet address for that.
I'd bet that when you use the camera IP addresses in the IE11 browser on the laptop when on the house WiFi, their web GUI will show normally.
And when you have installed the webcomponents plugin, Live View will work OK.

But that does not explain what has changed since Monday.
No firmware updates on the router?
Have you rebooted the router?

Also that doesn't solve the problem with iVMS4500 - where hopefully someone will contribute ideas.

 

[wwecfc]

Hi, if I enter the IP address from the SADP tool in IE, it just says connection was reset and doesnt work. I even had the people who do our computer support at work take a look and they are network specialists and they couldnt figure it out at all. Even the old reboot of the DVR didnt work. They said all settings should be ok.

 

[alastairstevenson]

This was done at home, with the laptop on the house WiFi?

 

[wwecfc]

Yep. Done at home on the laptop with the wifi. IP address from cam app and sadp (which is the same) typed into IE and it just loaded an error.

 

[badandyturbo]

When accessing the system via the app are you hitting the ip address of you router and going to a specific port?
At my house I have two settings one for home and one for away. The home one i hit the ip address of the NVR itself, the away mode I hit my external ips ip and a specific port.

 

[alastairstevenson]

Done at home on the laptop with the wifi. IP address from cam app and sadp (which is the same) typed into IE and it just loaded an error.

What anti-virus or network access protection do you have on the laptop?
Can you temporarily disable it to see if that changes anything?

typed into IE and it just loaded an error.

The error being 'connection was reset' ?

 

[wwecfc]

Hi

I have ESET anti-virus but that isnt stopping me from accessing anything outside my home.

Yes that is the error.

Thanks

 

[wwecfc]

When accessing the system via the app are you hitting the ip address of you router and going to a specific port?
At my house I have two settings one for home and one for away. The home one i hit the ip address of the NVR itself, the away mode I hit my external ips ip and a specific port.

Hi

I only have one setting on the app. I dont know much about it. Literally just click on the app and they were showing. Since Monday on app get nothing when on wifi.

Im not much more technical than that.

Sorry.

 

[wwecfc]

Disabled all firewalls etc. Made no difference. Disabled IPv6 and that made no difference.

Its baffling.

The IP address from the SADP brings up nothing when typing in IE when connected to wifi. Just the error loading page

Connect my laptop or phone by 4G and it is definitely the correct IP address.

When I access IVMS app by wifi and go to the devices section the device is greyed out. And obviously pics dont display on cams.

Go back in 4G and device is no longer greyed out and pics are displayed.

I just dont get it. Had same set up and same hub since cams were installed in June 2017 and for some reason since Monday just gone this has happened.

 

[alastairstevenson]

The IP address from the SADP brings up nothing when typing in IE when connected to wifi.

Presumably the WiFi access point is on the router.

What is the IP address of the laptop when on WiFi (ipconfig /all at a command prompt), and what IP addresses does SADP show for the cameras?

Also can you connect the laptop to a wired connection and see what happens?

As a long shot - have you rebooted the router to see if it makes any difference?

 

[wwecfc]

Hi

I have reset the router. Havent reset to factory yet as I want to avoid having to reconnect all my wifi devices.

I will get a cable from work tomorrow and hard wire it in rather than using wifi and see.

I will run the cmd later and let you know.

Thanks