The error Hik-Connect offline (0x2002) shows up randomly on the Platform Access section of your Hikvision NVR (or DVR). It may have been working fine, but suddenly you’re presented with this error which prevents the user.
There’s no definitive reason why this error code shows up, but it’s mostly related to a buggy firmware or network connectivity issue.
Either way, it has been reported that the error (0x2002) can be fixed by following the suggestions listed below.
How to fix Hik-connect offline (0x2002)
Check the IP address of the recorder
A way to approach this issue is by updating the IP address of the recorder. Maybe there’s an IP conflict or the IP address is messed up.
Navigate to the Network Settings (directly on the recorder or through the web browser). Here you can enable the DHCP option which enables the NVR/DVR to automatically get an IP address from the router.
Again on the Network settings, set the DNS server manually. For “Preferred DNS” enter 22.214.171.124 and for the “Alternate DNS” enter 126.96.36.199. Click Apply to save the settings. These are Google’s DNS servers and are proven to work correctly with Hikvision devices.
Then go back to the Platform Access section (where the error 0x2002 shows up) and disable it (uncheck the box), then enable it again (check the box again).
Then reboot the NVR (or DVR) and wait until all the devices are online. Go back to Platform Access and check if the error is gone (it should show the status as “Online”).
One account per phone
Sometimes this error shows up when two or more users try to access the system using the same account (same username and password). It goes on a conflict and the recorder cannot handle the requests
You need to make sure each user has their own account. Never use the same account, each user needs to have their own account.
If you get this error, ensure that every person is using their individual account. Create extra accounts on the Hikvision recorder, add the accounts to the phone and try again to see if the issue is solved.
Update the recorder to the latest firmware
In many cases, this kind of error has nothing to do with incorrect settings but is caused by firmware bugs. Hikvison is known to release new firmware quite often, so it’s important to ensure that your recorder is updated to the latest version.
You can get the firmware from the seller/dealer, or directly from Hikvision USA (if you’re using the logo version). Contact them by sending an email, or call them, and provide the recorder’s model (as seen on the sticker). Or you can check the Hikvison official website.
Once you get the firmware, place it on a USB stick, insert it at one of the recorder’s USB ports and follow the prompts. Or you can update via the web browser. When the update process is done, the recorder will reboot and then you can check if the issue is solved.
Note: Make sure you’ve got the right firmware for your Hikvision device. If you flash the wrong file, you may brick the unit which voids the warranty. If not sure, always contact your seller or Hikvision USA.
Change the verification code
Another reported method that sometimes works consists of changing the verification code on the recorder and refreshing the settings. Go to Main Menu > Configuration > Network > Platform access.
There you will find the device verification code (six capital letters). Create a new verification code (let’s say ABCDEF). Disable and then enable the platform access. Reboot the NVR/DVR, wait until it comes online and then see if the error has disappeared.
Ensure that your internet works
Sometimes the internet connection doesn’t work. First, check the cables at the back of the recorder and router and make sure nothing is loose or damaged.
Then open up some random pages on your phone (while connected to your local internet) and see if they work. If they don’t work, then you have an internet issue and the device can’t establish a connection to the internet. You may need to call your ISP to find out what’s wrong.
Hik-connect offline (0x2002) indicates that the P2P function is not working properly on your Hikvison recorder (DVR, NVR, logo, or OEM).
Usually, the issue is caused by faulty software or misconfiguration. Set the recorder on DHCP mode, set the Alternate and Preferred DNS then reboot. Ensure that the unit is updated to the latest firmware.
If none of these methods solve your problem, then it’s time to contact your seller/dealer or HIkvision USA and let them figure it out. In order to get support, you may need to provide the serial number of the unit and proof of purchase.