The issue is simple: when you attempt to access the notifications of your Hikvision camera system, access control, or doorbell via the Hik-Connect phone app, you don’t see any picture on the notification panels.
Instead, a message error is shown that reads “loading picture failed”. Occasionally, the system operates correctly for a period and then encounters this problem. What causes such an issue and how to fix it?
First of all, there are many reasons, but the two common ones are a settings problem or a firmware issue. Follow the instructions below to get it fixed in a few minutes.
Start by trying this solution that works most of the time. Go to the Settings of the Hik-Connect phone app, then hit Preference (the middle icon).
Go to Shortcut Settings, then Snapshot and make sure it’s set to ON. Close the app, re-open it and the pictures should load just fine.
Second, verify that the app has complete permission to receive push notifications. On your iPhone/iPad: access your device’s Settings, then tap on Notifications.
Look for the Hik-Connect app and switch on all the toggles to enable notifications. Next, close the app completely and restart it. See if this adjustment resolves the issue with the notification display.
Another interesting thing that has been reported: In some systems, the thumbnails only seem to break for motion detection alerts, when the human/vehicle filtering is turned on, for G5 platform cameras connected to M-Series NVRs. If you turn off the Acusense on the cameras, they seem to work consistently.
If you enable stream encryption, they do not work and you lose the ability to view the event footage via the alert as well.
Disable stream encryption on the NVR by going to Configuration > Network > Advanced Settings > Platform Access.
Uncheck the box of the Stream Encryption. In some cases, you may need to reboot the unit, and then check the app if the pictures load up properly.
Another step to consider is updating the firmware of the unit to its latest version. This update can typically be done directly through the NVR interface, provided the option is available.
Alternatively, reaching out to Hikvision USA or the original seller is also an avenue to facilitate the update process.
During the update, it’s crucial to ensure the use of the correct firmware version. Using mismatched firmware might cause system malfunction or break the unit. Additionally, ensure that you’re using the latest version of the phone app.
Another tip suggested is to make sure the timestamp is correct and that the system is synced via the NTP servers (such as Microsoft’s, or other reputable servers). It has been reported that when you sync the server manually, the recent pictures will show up on the app.
Lastly, if none of these worked, you may need to contact your camera installer, the seller/dealer, or the Hikvision USA reps.
