HIKVISION Support...

B

Brian Sadler

n3wb
Mar 30, 2019
24
5
San Jose
Hi,
I recently had to replace an Hikvision PTZ camera, DS-2DE4425IW-DE. I really like this camera especially for it's powerful IR vision at night. I eagerly awaited it's arrival and installed it without issues. When I tried to add it to my NVR, DS-7608WI-E2, I got an error message of "Unknown Error". After scratching my head I concluded that the firmware on the NVR, which was original, needed to be updated to support the firmware version on the camera.
I looked on the internet and couldn't find an update, so I sent an email to Hikvision support in US. They said I would need to update the NVR firmware and they asked for the S/N which I promptly provided. All of my Hikvision hardware was purchased either on EBAY or Amazon in US. Hikvision then informed me based on the S/N I provided, this NVR was from Singapore and I would need to work with them to get an update. TBH, I was pretty upset as all I was looking for was a pointer to the software, nothing more.
So, it this the "normal" way Hikvision handles support ?
Brian
 
The homeowner isn't the Hikvision and Dahua target audience, it is the professional installers/dealers, so we cannot purchase directly and thus they will not take your phone call for support related questions - they will tell you to talk to the installer you purchased from.

Many people have bought a Hikvision or Dahua from Amazon or some shady foreign website and when they call Hikvision or Dahua for support they basically tell them to go pound salt.

We simply are not their intended market to sell to and they will not take your call for support...

Lot's of threads here confirming this, including one from a few months ago where someone tried to call for support and they told them sorry talk to your installer....

So yes this is normal behavior.

If you want a 1-800 number, you have to purchase the consumer line Annke or one of the others, but you will find that would be a wasted call as well as they just read from a script. We have many people come here after getting nowhere with a 1-800 number call to Annke or Amcrest or whichever consumer line they bought.
 
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Now with that said, that is a budget NVR that is EOL with a bandwidth capacity of only 80Mbps, so it is totally possible the NVR can't handle a newer camera.

@alastairstevenson is our Hikvision expert and can probably chime in with what, if anything, you can try.
 
wittaj said:
The homeowner isn't the Hikvision and Dahua target audience, it is the professional installers/dealers, so we cannot purchase directly and thus they will not take your phone call for support related questions - they will tell you to talk to the installer you purchased from.

Many people have bought a Hikvision or Dahua from Amazon or some shady foreign website and when they call Hikvision or Dahua for support they basically tell them to go pound salt.

We simply are not their intended market to sell to and they will not take your call for support...

Lot's of threads here confirming this, including one from a few months ago where someone tried to call for support and they told them sorry talk to your installer....

So yes this is normal behavior.

If you want a 1-800 number, you have to purchase the consumer line Annke or one of the others, but you will find that would be a wasted call as well as they just read from a script. We have many people come here after getting nowhere with a 1-800 number call to Annke or Amcrest or whichever consumer line they bought.
Click to expand...
Thanks so much for the reply. Comforting to learn, I think, that my treatment wasn't unusual. I prefer to fix my own problems and In the past I've always been able to find what I needed on their website, but not this time. I've been really happy with the reliability and quality of the hardware, but I will look for alternatives now and hopefully get better support if I need it.

Any recommendations ?
 
I'd try installing HiToolsDelivery, adding the NVR to the device list and see if the "Upgrade" set to "Online Mode" be able to full a firmware for your NVR. I'm not sure the firmware on the product page will work since I usually update my cameras through Hitools so far
 
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Wait and see what @alastairstevenson comes back with before looking at alternatives.

Unfortunately, Hikvision and Dahua make a lot of cameras for different companies, and like I said, they 1-800 numbers from them are usually useless. Many people find this forum after getting nowhere with 1-800 support.

But those other brands are usually lesser quality sensors and materials, so if you are not getting real support from either company, might as well go with the better camera.

Then you have OEM sellers like @EMPIRETECANDY that sell OEM that are the exact same camera and hasn't cheapened the camera with lessor grade materials or sensors. So you get the exact same camera for a lot cheaper than purchasing from an authorized professional installer, but without 24/7 customer support and no 1-800 customer service support line. And we are just fine with that because a forum like this exists that can provide much better support than the 1-800 numbers. Just look at all the posts where someone starts the post with they called Lorex or Amcrest or Annke for support and they couldn't help them...
 
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wittaj said:
Now with that said, that is a budget NVR that is EOL with a bandwidth capacity of only 80Mbps, so it is totally possible the NVR can't handle a newer camera.

@alastairstevenson is our Hikvision expert and can probably chime in with what, if anything, you can try.
Click to expand...
Alistair, thanks for your comment. Budget or not it was doing stoic service for years with 8 2MP cameras, 3 of which were PTZ. The new camera was a direct replacement for the one that got damaged and it should have been trivial to swap it out. I don't believe the issue was related to bandwidth, but to the incompatibility of the firmware, but what do I know.
 
wittaj said:
Wait and see what @alastairstevenson comes back with before looking at alternatives.

Unfortunately, Hikvision and Dahua make a lot of cameras for different companies, and like I said, they 1-800 numbers from them are usually useless. Many people find this forum after getting nowhere with 1-800 support.

But those other brands are usually lesser quality sensors and materials, so if you are not getting real support from either company, might as well go with the better camera.

Then you have OEM sellers like @EMPIRETECANDY that sell OEM that are the exact same camera and hasn't cheapened the camera with lessor grade materials or sensors. So you get the exact same camera for a lot cheaper than purchasing from an authorized professional installer, but without 24/7 customer support and no 1-800 customer service support line. And we are just fine with that because a forum like this exists that can provide much better support than the 1-800 numbers. Just look at all the posts where someone starts the post with they called Lorex or Amcrest or Annke for support and they couldn't help them...
Click to expand...
So are these cameras sold through EBAY and Amazon "knock offs" are are they Hikvision OEM ? I remember when I was buying my first cameras reading a lot about cheaper knock offs that could not be updated with the latest firmware. Do you know the technical reason why this was so ?
I can sympathise with Hikvision that they don't want to get mired in hand holding, but I was at least expecting that the firmware upgrades would be posted on their support site.

PS Sorry for calling you Alistair. I should have read your reply more carefully.
 
Some of them are fakes, some of them are real ( for example you could place an order with Hikvision for 5,000 cameras and then resell them on Amazon LOL), and some are real for a specific region and hacked into English.

Two "rules" we say around here - don't fix what ain't broke so don't update unless you specifically know a firmware update fixes a problem you have based on the release notes. In many instances an update breaks a feature you were using or bricks the device. We have many threads a week where someone updated firmware just for kicks and either bricked their device or took away functionality they were using. The 2nd rule is get the firmware from where you purchased it from.

It is best to obtain any firmware updates from the vendor you purchased it from so that you do not run into issues. Any firmware you find here or elsewhere is obviously proceed at your own risk. We have many threads here where someone tried an update with a firmware they found on the internet and bricked their unit.

And many units being sold are Chinese region cameras that have been hacked units into English that will either brick or go into Chinese upon updating. Some vendors will be upfront and tell consumers that as part of their website, but many do not or the consumer forgets...here is one such example....

1666892544039.png
 
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wittaj said:
Some of them are fakes, some of them are real ( for example you could place an order with Hikvision for 5,000 cameras and then resell them on Amazon LOL), and some are real for a specific region and hacked into English.

Two "rules" we say around here - don't fix what ain't broke so don't update unless you specifically know a firmware update fixes a problem you have based on the release notes. In many instances an update breaks a feature you were using or bricks the device. We have many threads a week where someone updated firmware just for kicks and either bricked their device or took away functionality they were using. The 2nd rule is get the firmware from where you purchased it from.

It is best to obtain any firmware updates from the vendor you purchased it from so that you do not run into issues. Any firmware you find here or elsewhere is obviously proceed at your own risk. We have many threads here where someone tried an update with a firmware they found on the internet and bricked their unit.

And many units being sold are Chinese region cameras that have been hacked units into English that will either brick or go into Chinese upon updating. Some vendors will be upfront and tell consumers that as part of their website, but many do not or the consumer forgets...here is one such example....

1666892544039.png
Click to expand...
Sage advice. I will try and locate the seller for an update as you suggest. Updating the NVR software was a last resort as I was concerned it would cause compatibility errors with my even older bullet cameras.
I was able to get the new camera to work, but it's a real hack. I was trying to fix the old PTZ camera and brought it up on my LAN using the same IP . To my astonishment the NVR then recognized the new camera. Go figure.
 
johnfitz said:
only place to buy Hik stuff in the US:

Full Warranty

Since 1973
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John,
Thanks for the suggestion. I'm not so concerned about the warranty, more interested in the post sales support. I don't need much, but I do need a pointer to the firmware updates. Perhaps the best approach to solving my issue is to purchase a newer Hikvision NVR, which would come with the latest firmware. Of course there is then a risk that it might not work with the older cameras.
Brian
 
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assuming your hard disk is as old as your player

***
never "breaks"... things get "old"... B&H stands tall
 
If you really want to update the firmware just do what I posted. But like what the others said if you dont have to its probably better not to if youre not having problems. I've only updated my Hik NVR because the firmware it had on it was too old to process the newer 180degree dual sensor cameras
 
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