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Step 1: Verify port number is reported correctly in hik-connect. Look for ports 10080,10081,10082, etc. 

Step 2: Verify the IP listed in the weekly DVR check with the IP specified on hik-connect 

Step 3: ping the ip address to see if it is up. Not all locations have ping enabled, this is just a step to check for an active connection. 

Step 4: open IVMS and see if the location is online, click the gear, wait for the window to open and then click on network. Look for the listed IP. It should be 192.168.120.192 for the first DVR and increments by one number for each additional DVR. The HTTP port should be 10080. 

Step 5: Click advanced under Network and take note of the DNS entries. It is usually the router IP (192.168.120.1) and  a Google DNS entry of 8.8.8.8 or 8.8.4.4  

If the DNS is different, update it to the Google DNS and hit save. 

You can click on Maintenance now and select reboot. Reboot the DVR and in 5 or so minutes you can click search on hik-connect for the location again. The IP may have updated, or the DVR may have started working due to merely needing a reboot. 

If the DVR is still not opening, now is the time to file a ticket with DyneHG. Using the help@kerrsurveillance.com email address, reach out to servicedesk@dynehg.com and Acumera or Spectrotel. let them know the DVR is showing as offline. They will need to provide you with information regarding the public IP of the firewall. It should match what is in Hik-Connect. You should supply the following information to those support contacts. 

Current Public IP. Which DVR you are trying to access if there is more than one(the DVR ip address you can find in IVMS. The DVR almost always ends like x.x.x.192. Ask to make sure ports 8000,10080,10554 are forwarded to the DVR in question. 

When you receive a response and the public IP is what you have listed on Hik and the ports are forwarded, it may be time for a DVR reboot. You can do that in IVMS, if it doesn’t open in IVMS, you will need to reach out to the DM of the location and ask them to find a trusted employee to power cycle the DVR.