If your Hikvision or Dahua DVR/NVR shows Offline in Hik-Connect or DMSS, first check that the recorder has power and a working internet connection. Then confirm the cloud service (Hik-Connect or P2P) is enabled, the device shows Online on its own network screen, and the recorder uses a fixed IP so it survives power cuts.
Before you start
- Recorder admin password
- Monitor and mouse connected to the recorder (or local web access)
- Access to the router or ONU
- About 10 minutes
Watch it done
Step by step
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1
Check power and the network cable
Confirm the recorder is on and the LAN cable is firmly plugged in. Look for a link light on the router port.You should see: The LAN port light is on or blinking.
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2
Check the internet is working
Open any website on a phone connected to the same Wi-Fi. If the internet is down, restart the router and ONU first.You should see: The website opens.
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3
Check the recorder's network status
On the recorder go toMenu > Network(name varies by firmware). Check that IP address, gateway and DNS are filled in.You should see: IP, gateway and DNS show values and the network status is normal.
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4
Enable the cloud service
Hikvision: enable Hik-Connect under the platform access settings. Dahua: enable P2P under the network settings. Menu names vary by firmware.You should see: The cloud status shows Online.
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5
Set a fixed IP
Switch the recorder from DHCP to a fixed IP outside the router's automatic range.Bangladesh tip: after load-shedding the router may give a new IP to the recorder, which breaks the connection.You should see: The IP stays the same after restarting the router.
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6
Re-add the device in the app
Delete the device in the app, then add it again by scanning the QR code or entering the serial number.You should see: The device shows Online with live video.
Still not working? Match what you see
| What you see | Likely cause | Go to |
|---|---|---|
| Offline in the app, but local viewing works | Cloud service disabled or no internet | Step 4 |
| Goes offline after every power cut | IP address changed (DHCP) | Step 5 |
| Offline on mobile data but fine on Wi-Fi | Router or ISP blocks the connection | Step 2 |
| Never came online since installation | Cloud service not enabled or device not added correctly | Step 6 |
When to stop and call us
<p>Call us if the recorder has no power light, the network port does not light up with a good cable, or the recorder asks for a factory reset. A factory reset erases settings and can affect warranty.</p>
বাংলায় সংক্ষেপে
- DVR/NVR-এর পাওয়ার আর LAN ক্যাবল ঠিক আছে কিনা দেখুন।
- মোবাইলে অন্য ওয়েবসাইট খুলে ইন্টারনেট চলছে কিনা চেক করুন। না চললে রাউটার ও ONU রিস্টার্ট দিন।
- রেকর্ডারের Network মেনুতে IP, gateway আর DNS আছে কিনা দেখুন।
- Hik-Connect (Hikvision) অথবা P2P (Dahua) চালু করুন।
- লোডশেডিংয়ের পর যেন IP না বদলায়, তাই Fixed IP সেট করুন।
- অ্যাপ থেকে ডিভাইস ডিলিট করে আবার QR কোড স্ক্যান করে অ্যাড করুন।
Common questions
Why does my DVR go offline after load-shedding?
The router or ONU restarts and may give the recorder a new IP address. Setting a fixed IP prevents this.
Do I need a real (public) IP to use Hik-Connect or DMSS?
No. These apps use a cloud service, so a normal internet connection is enough.
Is it safe to delete the device from the app and add it again?
Yes. The recordings stay on the recorder. Only the app link is removed.
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