Hikvision/Network: New ISP router means cannot get cams online via Hik-Connect

[LCFC1884]

Hello and greetings to anyone reading this, my first post, but sorry but I am completely desperate for a resolution to my issue.
I have had a fibre upgrade from FTTC to FTTP which necessitated a new router and now I cannot access my Hikvision cameras online through Hik-Connect. This system is vital as we utilise an internal bedroom camera to monitor my adult daughter overnight who is profoundly disabled with no self-help skills, so she requires 24/7 supervision due to regular seizures and respiratory issues.
I’ve tried so many potential solutions but to no avail and I am beyond frustrated that I cannot resolve this myself after a few days. By online I of course mean the ability to see the cameras via browser on a laptop or via the Hikvision mobile phone app. I had no such problems with the previous ISP supplied router.

Hardware:
Amazon eero Pro 6 routers x 2 on TalkTalk ISP – no online router maintenance page via browser, all has to be done via android phone app, by design
Hikvision AcuSense DVR iDS-7208HUHI range. Installed by electricians within the family – they come to me for advice on Hikvision systems so I’m self-supported but asking for help here (plus eero community potentially)

It worked at first with a new IP address for a few days then it just went offline as the router assigned a 169.254.x.x IP address to the device
Windows SADP tool does not detect any device on my network – firewall settings?
Tried Google 8.8.8.8 8.8.4.4 and Cloud Flare 1.1.1.1 DNS Servers and also using the Gateway eero IP address
I’ve tried changing the gateway from the eero default of 192.168.4.1 to 198.168.1.x
I’ve tried different server addresses such as dev.hik-vision.com and various combos with ‘eu’ and ‘lite’
Different subnet masks
Have NOT tried factory reset yet as last resort but I may have to if all else fails
Rebooted router
Tried different NIC setting with successful ethernet connection status on DVR
Tried with and without DHCP ticked followed by reboots
DDNS, PPPoE NAT and Wi-Fi settings are all disabled
With constant reboots 90% of time I am losing mouse connectivity post reboot– this is a different problem but makes fixing the online issue much harder as I have to keep cutting the power on the DVR in my garage maybe 6 or 7 times per reboot, including climbing a stepladder!
Numerous Hikvision and YouTube tutorials followed
Settings:
NIC Type 10M Full-dup
Enable DHCP: tried on and off
IPv4 Address: 169.254.14.12 – this is clearly wrong
Subnet Mask: 255.255.0.0
IPv4 Default Gateway: 192.168.1.1
DNS Servers: Primary 8.8.8.8 Alternate 8.8.4.4

Any ideas please as I’m tearing my (greying) hair out? Thanks
Regards,
Matt

 

[LCFC1884]

Updated with 'solution' for anyone stumbling across this with the same or similar issue:

There is nothing inherently wrong with the ethernet cable, eero router or TP-Link switch when connecting my CCTV to the internet.
Although I cannot apportion blame on any one of them, I have to remove one of them from the chain to be successful as they do not play nicely together.

Successful tested options:
1 Replace ethernet and it works (with switch)
2 Replace eero with different router brand and it works (with switch)
3 Remove switch and it works

For my personal circumstances I can only really go for option 2 - stop using new ISP router and use old ISP router (or buy my own)
Option 1 in my house necessitates replacing the perma-fixed internal cable to the front of my house - easy for someone to simply cut the CCTV cable
Option 3 means I can only choose only one of five wired devices including my CCTV and VOIP home phone

 

[tech_junkie]

Updated with 'solution' for anyone stumbling across this with the same or similar issue:

There is nothing inherently wrong with the ethernet cable, eero router or TP-Link switch when connecting my CCTV to the internet.
Although I cannot apportion blame on any one of them, I have to remove one of them from the chain to be successful as they do not play nicely together.

Successful tested options:
1 Replace ethernet and it works (with switch)
2 Replace eero with different router brand and it works (with switch)
3 Remove switch and it works

For my personal circumstances I can only really go for option 2 - stop using new ISP router and use old ISP router (or buy my own)
Option 1 in my house necessitates replacing the perma-fixed internal cable to the front of my house - easy for someone to simply cut the CCTV cable
Option 3 means I can only choose only one of five wired devices including my CCTV and VOIP home phone

Change the switch to a cheap unmanaged 1gb switch or disable all port management, and dhcp servers in that switch and try again.

Theses ISP always seem to make the ip pool too big for consumers. Do you have more than 255 web devices (not ip cams)? set your subnet mask to 255.255.255.0

 

[LCFC1884]

Change the switch to a cheap unmanaged 1gb switch or disable all port management, and dhcp servers in that switch and try again.

Theses ISP always seem to make the ip pool too big for consumers. Do you have more than 255 web devices (not ip cams)? set your subnet mask to 255.255.255.0

I genuinely appreciate the comment, thank you. I tried two different brand new but cheap TP-Link unmanaged Gigabit switches and I am now using the standard 255.255.255.0 with a static IP. I spent many many hours on this and liaised with multiple specialists as I'm just a residential consumer who had hoped for a real solution from somewhere instead of having to use my old equipment. I've read of several others struggling with the Amazon/eero kit too but I guess it's the luck of the draw as to whether the equipment actually works with your setup or not.

 

[tech_junkie]

I genuinely appreciate the comment, thank you. I tried two different brand new but cheap TP-Link unmanaged Gigabit switches and I am now using the standard 255.255.255.0 with a static IP. I spent many many hours on this and liaised with multiple specialists as I'm just a residential consumer who had hoped for a real solution from somewhere instead of having to use my old equipment. I've read of several others struggling with the Amazon/eero kit too but I guess it's the luck of the draw as to whether the equipment actually works with your setup or not.

eero stuff shouldn't be hard to integrate. Its just you can't use them to wireless bridge to a NVR dependably. I think you are just trying to network.

I don't know how you have all of it connected. Because you didn't provide a basic diagram or even flow chart text like:

modem-> eero Router-> switch-> NVR


You see, its kind of hard for anyone to help because they don't provide good documentation. The only time I had to deal with one of these I ended up having to call the ISP so I could set one up and the customer lucked out that the ISP cooperated to me because I was the tech they contracted to set up their systems. Anybody else would have been out of luck there. That eero system was provided by the isp and it didn't have the phone app to manage it. I think all they did was disable its advance security and ad blocker.

so many potential solutions but to no avail and I am beyond frustrated that I cannot resolve this myself after a few days. By online I of course mean the ability to see the cameras via browser on a laptop or via the Hikvision mobile phone app. I had no such problems with the previous ISP supplied router.

You don't have to remove the old router to add this eero, if it detects a network crash, it will change its base ip address and its network. So I would set up your network the was it was, reset eero, and set it up not connected to the internet, then configure the two ports to dual wan and connect it to the old wired network. Then the eero will get 2 WAN ip addesses from the old router, and the old router's wan is the outside ip address. Connect the NVr to the old router.