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Hikvision Troubleshooting

This guide covers common issues encountered when configuring and operating Hikvision devices with GCXONE, along with step-by-step solutions.

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Troubleshooting

Quick Solutions

Time Sync Issues​

NTP Synchronization Problems

Symptoms

  • Device time is incorrect
  • Time zone mismatch
  • DST not working properly

Solutions

  1. Verify NTP Server
    • Check NTP server is reachable from device
    • Verify NTP server address is correct
    • Test network connectivity to NTP server
  2. Check Time Zone Settings
    • Ensure time zone matches GCXONE
    • Verify time zone is correctly configured
    • Check DST settings if applicable
  3. Verify Configuration
    • Navigate to Configuration → System → System Settings → Time Settings
    • Confirm NTP is enabled
    • Verify DST is enabled if supported

User Permission Issues​

User Permission Problems

Symptoms

  • NXG user cannot access device
  • Insufficient permissions for operations
  • Camera-specific permissions not working

Solutions

  1. Verify All Required Permissions
    • Check all Local permissions are granted (Parameters Settings, Log Search, Playback, Manual Operation, PTZ Control, Video Export)
    • Verify all Remote permissions are granted (Parameters Settings, Log Search, Two-way Audio, Notify Surveillance Center, Video Output Control, Live View, PTZ Control, Playback/Download)
    • Ensure camera-specific permissions are applied
  2. Check User Account Status
    • Verify user account is active
    • Check username is "NXG" (recommended)
    • Confirm password is correct
  3. Review Camera Permissions
    • Verify permissions are applied to correct cameras
    • Check camera selection in user management
    • Ensure "OK" was clicked to save changes

Event Configuration Problems​

Event Configuration Issues

Symptoms

  • Events not appearing in GCXONE
  • Too many false alarms
  • Events not triggering properly

Solutions

  1. Avoid Motion Events
    • Motion events can trigger too many alarms and cause issues
    • Use Basic Events (Video Tampering) instead
    • Prefer Smart Events (Line Crossing, Intrusion Detection)
  2. Verify "Notify Surveillance Center"
    • Ensure "Notify Surveillance Center" is enabled in Linkage Method
    • Check this setting for both Basic and Smart Events
    • Verify checkbox is enabled under camera
  3. Check Arming Schedule
    • Verify arming schedule is properly configured
    • Ensure schedule matches operational requirements
    • Check schedule is active for current time

Authentication Failures​

Authentication Problems

Symptoms

  • Cannot connect to device
  • Authentication errors
  • Streaming failures

Solutions

  1. Verify Digest Authentication
    • Confirm RTSP authentication is set to Digest
    • Verify WEB authentication is set to Digest
    • Navigate to Configuration → System → Security
  2. Check Credentials
    • Verify username and password are correct
    • Test credentials in Hikvision web interface
    • Reset password if necessary
  3. Verify ISAPI Protocol
    • Confirm ISAPI protocol is enabled
    • Navigate to Configuration → Network → Advanced Settings → Integration Protocol
    • Ensure ISAPI checkbox is checked

Audio Issues​

Audio and Talk-down Problems

Symptoms

  • Mic button is disabled in Video Viewer
  • "No associated speaker channels available" error
  • Audio is utilizing the wrong speaker channel

Solutions

  1. Enable Audio Configuration Levels
    • In GCXONE Configuration App, ensure at least one audio toggle is enabled (Device-level or Sensor-level).
    • If both are disabled, the microphone interface will be inactive.
  2. Check Speaker Linking
    • If using sensor-level audio, verify a physical speaker is linked to the camera in the Hikvision web client.
    • Ensure the speaker channel name matches the expected nomenclature in the platform.
  3. Verify Audio Priority
    • Note that Genesis Audio (SIP) takes absolute priority over device-level speakers.
    • If Genesis Audio is enabled for the site, the platform will skip device-level channel selection.

Quick Reference​

✅ Common Fixes

  • Enable NTP and verify server reachability
  • Set RTSP and WEB authentication to Digest
  • Enable ISAPI protocol
  • Verify "Notify Surveillance Center" is enabled
  • Check all required user permissions
  • Avoid Motion events

❌ Common Mistakes

  • Setting up Motion events
  • Not enabling "Notify Surveillance Center"
  • Using Basic authentication instead of Digest
  • Not enabling ISAPI protocol
  • Missing required user permissions
  • Incorrect time zone configuration

-# Hikvision Troubleshooting

Common issues and solutions for Hikvision device integration.

Common Issues​

Time Sync Problems​

  • Check: Ensure the NTP server address (timel.nxgen.cloud) is reachable.
  • Check: Verify the Time Zone in Hikvision matches the setting in GCXONE.
  • Check: Confirm DST (Daylight Saving Time) settings are correct.

User & Permission Failures​

  • Check: Verify all required permissions have been assigned to the "NXG" user.
  • Check: Ensure the "NXG" user has access to the specific cameras in the device's user management settings.
  • Check: Confirm the user account is active.

Event & Alarm Delays or Missing Alerts​

  • Check: Ensure "Notify Surveillance Center" is enabled in the Linkage Method for each event.
  • Check: Verify the Arming Schedule for the events.
  • Recommendation: Avoid using standard Motion Detection if you are experiencing too many false alarms; use Smart Events instead.

Authentication Errors​

  • Check: Ensure both RTSP and WEB Authentication are set to Digest.
  • Check: Double-check the username and password provided in the GCXONE Configuration App.
  • Check: Verify that the ISAPI Protocol is enabled in the Integration Protocol settings.

Need Help?​

If you're experiencing issues, check our Troubleshooting Guide or contact support.