The error message “the device is locked” while attempting to access your Hikvision recorder remotely via your iVMS-4500 app, is an indication that there were at least 5 failed incorrect password attempts. Someone tried to access your system remotely and typed the wrong password 5 times.
As a precaution, the Hikvision software will lock the device for 30 minutes. This means no remote access is possible during this time.
Only local access (at the actual recorder) will be possible. If local access is not possible, the only option is to wait until the lockout is over.
For example, the message on the screen reads “Incorrect user name or password. The device will be locked after 4 failed login attempts”.
However, this “someone”, most of the time is not a real person. There are many reasons why your device is getting locked.
In a few cases, there are network issues between your phone and the recorder and the device is not recognizing the password, even if the phone app is using the correct password.
Also, there are all sorts of viruses and software out there, that randomly scan the internet and if they find valid IPs and ports they’ll try to access the device by using the default password (many users don’t even bother to change the default password).
Or someone really is trying to access your recorder, let’s say your wife is trying to access the device and she’s accidentally using an incorrect password. If you suspect something, we recommend changing the password immediately and creating a stronger one.
This error shows even on the phone on apps such as Hik-Connect, iVMS-4500, Guarding Vision, and other brands that use Hikvision OEM devices. (Error message [Device is locked]).
Hikvision device is locked (solved)
The easy solution is very simple: all you have to do is wait for 30 minutes or reboot the device. If you’re logged in on the device via the web browser, then most likely the session is still valid and the camera won’t log you out.
You can also remotely reboot the camera. Additionally, you can restart the camera by physically disconnecting and reconnecting the power cord (called “power cycling the camera).
Go to the reboot section and click the reboot the camera button. Another way is to disconnect the power from the device (power cycling it).
If the problem persists and the device is still locked
If the issue persists after the 30 minutes lockout has expired and you are sure you are using the correct login credentials, try the following steps to solve the “device is locked” issue.
Wait another 30 minutes without another login attempt. This includes locally at the DVR or remotely over the network or using a mobile device. If no other login attempts happen 30 minutes after the last unsuccessful login attempt, the system will unlock the locked account.
Reboot the whole system (NVR, DVR, standalone). Remove the power cable from the back of the recorder (DVR/DNVR), wait at least one minute, and then plug it back.
Shut down the app on the phone completely then relaunch. Also, you can delete the device from the app and then re-add it. Type the password carefully paying attention to any special characters.
Another suggestion is to completely uninstall the app then reinstall and re-enter your device’s settings for remote view.
Note: This error is a security concern. You need to be very careful when you expose your Hikvision NVR, DVR, or IP camera to the public network. Many people will try to access the unit.
Ensure that your network is safe and protected. Double check the firewall rules and set them up properly. Don’t use any easy-to-guess password.
Always keep your devices updated. Many security flaws and vulnerabilities are fixed when new firmware versions are released by the manufctors. Check out if there’s any new firmware and update all your devices.
If you’re not sure what firmware to download, contact Hikision or your seller and provide the exact device model and serial number.