Hikvision DS-2DE2A404IW-DE3/W shows 'offline' in Hik-Connect but is actually online - how can this be?

[stephenc]

I have just set up another PTZ DS-2DE2A404IW-DE3/W and it is definitely online as (having port forwarded), I can view it online as a test.

I have activated it for Hik-Connect but for whatever reason I cannot view it as it is constantly showing 'offline'.

Is there something simple I've failed to do?

 

[johnfitz]

Hi @stephenc

Is the camera connected using wi-fi or PoE?

What firmware is the camera running?

If it's an R7 series camera, there is a note on DOWNLOAD EU PORTAL (hikvisioneurope.com) that states...

"Note: from versions 5.6.16 (DE2 DE2A DE3 DE3A) do not support to connect to Hik-connect by Wi-fi .txt"

You can check if it is an R7 series camera in the web GUI configuration/system settings/firmware version property.

 

[stephenc]

Hi @stephenc

Is the camera connected using wi-fi or PoE?

What firmware is the camera running?

It is running on wifi alone, but when I had it connected by cable I was able to view it in Hik-Connect.

I have another 4 of these and they are also connected by wifi and working well. Perhaps I need to update the firmware?

The firmware details are -
firmwareCode = 0000000200000100000000010791c86f000000010000000100000002ffffffff050600120015041c0000277e
hardware type = 1
Path: /Camera/Platform/Branches/branches_frontend_software_platform/IPDome_develop_branch/ipd_baseline/baseline_V5.6.11_R7
Last Changed Rev: 1240562
Last Changed Date: 2021-04-28 09:44:58 +0800 (Wed, 28 Apr 2021)

 

[johnfitz]

So, it seems like it is an R7 camera, and you are running firmware V5.6.11 (probably build 190426) ...

BE CAREFUL BEFORE CHANGING THE FIRMWARE

V5.16.15 build 191211 seems like it would be the right firmware for you to install if you want to be able to use the camera with wi-fi and Hik-connect.

Check what version firmware you have on the other cameras.

 

[stephenc]

So, it seems like it is an R7 camera, and you are running firmware V5.6.11 (probably build 190426) ...

BE CAREFUL BEFORE CHANGING THE FIRMWARE

V5.16.15 build 191211 seems like it would be the right firmware for you to install if you want to be able to use the camera with wi-fi and Hik-connect.

Check what version firmware you have on the other cameras.

firmwareCode = 0000000200000100000000010791c86f000000010000000100000002ffffffff0506000f00130c0b0000277e
hardware type = 1
Path: /Camera/Platform/Branches/branches_frontend_software_platform/IPDome_develop_branch/ipd_baseline/baseline_V5.6.11_R7
Last Changed Rev: 665142
Last Changed Date: 2019-12-11 15:02:46 +0800 (Wed, 11 Dec 2019)

Not really sure where to go from here. I'm worried that if I can eventually find an updated firmware that it might reset some of the parameters I've setup and as the camera is remote, it would be a bit inconvenient.

 

[trap3d]

@stephenc

That camera have smart tracking or auto tracking?

 

[johnfitz]

So, the new camera is running the same firmware as the other cameras that are working... in that case I wouldn't change the firmware on the new camera.

There must be something configured differently on the new camera.

I think you need to log into the web GUI on the camera and check "configuration/network/advanced settings/platform access" to see if enable is checked and the register status is "Online".

If the register status shows "Offline" then check "configuration/network/basic settings/TCP/IP" and ensure that IPv4 default gateway, preferred DNS Server, and alternate DNS Server are all set.

 

[johnfitz]

That camera have smart tracking or auto tracking?

Hi @trap3d

No, the camera does not have smart/auto tracking.

 

[stephenc]

@stephenc

That camera have smart tracking or auto tracking?

I don't think so but even if it has I don't think I need it

 

[johnfitz]

The only other thing I can think of is maybe the max bitrate on the new camera is set higher than the others... I've had trouble with Hik-connect on cameras where the max bitrate is high.

Since you have other working cameras running the same firmware, it seems like the best thing to do is compare all the settings on the new camera to one that is working.