AIDE AU SUPPORT TECHNIQUE

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Effective April 20th 2017, to better serve our growing customer base, Hikvision USA and Canada is pleased to announce the new procedure of password reset. Hikvision USA and Canada Tech support are no longer supporting password reset via phone call. We are providing complete instruction for password reset process. According to the different model number and firmware version, there are several different methods for restoring the default password or resetting the password.

Customer will send the password reset request via Password Reset Request Form below and will allow up to 1 hour to receive a reply during normal business hours (Mon-Fri 6AM-4:30PM PST). If the email was sent outside of normal business hours, the reply will be sent on the next business day.

For your protection and to prevent unauthorized access,a password reset can be performed only when you are physically with the device or have access to a computer on the same network as the device.

By requesting a password reset for your Hikvision product(s) on this website you acknowledge that you are authorized to initiate the password reset and take full responsibility for this action.

This new procedure is one example of our effort to provide a good technical support service in a timely manner. We thank each of you as customers for your loyalty and your cooperation each time we make a change for the better.

Password reset via local monitor

Password reset via Local GUI

List of supported device model

Password reset via SADP software

Password reset via SADP software

Password reset via iVMS-4200 Client Software

Password reset via iVMS-4200

*For model number DS-72xxHUHI-Fx, DS-9xxxHUHI-Fx, DS-73xxHUHI-Fx, and Hikvision Kits, password reset process is only available via SADP or iVMS-4200 Client Software.

To expedite your password reset assistance, please provide us with the correct information. You can download the above instruction before proceeding with password reset form.

A Hikvision representative may contact you by phone if more direct approach is recommended.

Click here to find a Hikvision branch office nearest you.

If you would like to reset NVR or DVR password from local GUI, you will need to provide us the complete serial number (follow the instruction above).Example: DS‌-7700NI-I4/16P1234567890CCRR123456789WCVU.

By requesting a password reset for your Hikvision product(s) on this website you acknowledge that you are authorized to initiate the password reset and take full responsibility for this action.

IMPORTANT! Ce modèle nécessite un logiciel non standard. N'installez pas de logiciel standard (par exemple, v.4.1.xx) sur ce modèle. Cela endommagerait définitivement votre système. Vous devez utiliser le logiciel personnalisé v.4.1.25 à partir de la page du produit iDS-9632NXI-I8/16S

View the most updated version of this document here:

https://techsupportca.freshdesk.com/en/support/solutions/articles/17000113531-i-series-nvr-firmware-upgrade-instructions

 

The I-series NVR (such as the DS-7716NI-I4) is one of Hikvision's most popular and feature-rich recorders. As such, many firmware revisions have been introduced over the years to continually ensure the product is compatible with the newest technology available. Due to the many revisions, we recommend that the user closely follows the instructions below in order to reduce the amount of time spent as well as the chance of failure.

 

Database Optimization and Repair

As more affordable IP cameras are introduced over time with greater video resolution and data sizes, more efficient database management also becomes necessary. The introduction of firmware v4.0 brought about a new database architecture in order to be futureproof.

 

After upgrading to v4.X, the recorder database will need to be converted and optimized. If you are experiencing issues where playback is expected but not found, make sure "Database Repair" is performed as indicated in the procedures and scenarios below.

 

Preparing the Upgrade

Before proceeding with upgrade, it is recommended that NVR configuration file is exported from the NVR over the network or on to a local USB drive.

 

Upgrading from v3.4.92 build 170518 or Older

  1. All recorders must reach v3.4.92 before proceeding further. Upgrading from versions before v3.4.92 directly to any version of v4.X will likely cause the recorder to fail.
  2. If the recorder is already at v3.4.92, a full factory default is highly recommended before upgrading to any version of v4.X. There is a high chance of unit failure (requiring RMA) if the unit is not defaulted before upgrade.
  3. After reaching v3.4.92 and performing a full factory default, an upgrade directly to v4.50.00 is acceptable.
  4. After the upgrade is completed and the recorder is reprogrammed, it may be beneficial to perform a Database Repair. For details, refer to the section "Database Optimization and Repair" above.
  5. To verify repair progress, you may refer to the HDD status, or search the recorder log for repair started and stopped entries. Note that while the HDD is repairing, new recordings are still being made, but some existing recordings may not be searchable until repair is complete.
  6. If you continue to observe playback issues after database repair, ensure there are no power, network, or motion detection issues. Should the problem persist, contact technical support.

 

Upgrading from Any v4.X Build to v4.50.00.

  1. Any v4.X build can be upgraded directly to v4.50.00.
  2. Export configuration is highly recommended before performing the upgrade.
  3. If upgrading from any v4.X version that was not v4.22.005, a Database Repair is recommended. Refer to Step 4 and onwards in the previous section.

 

Downgrading

Downgrading is not recommended. Due to new features and parameters constantly being added, downgrading may cause the NVR to factory default itself or require a manual default to operate properly.

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