The “connection failed” message means the device you are trying to connect to is offline.
How to fix the Hikvision ivms-4500 app connection failed message? Check the public IP address, DDNS address, and port forwarding settings.
Reasons why the app says connection failed
Look at the DVR icon on the device list of the ivms-4500 app. If the icon is grayed out, then the device is offline, and that’s why you’re getting the connection failed message.
Three things are likely to cause your security cameras to be offline.
- The network cable is unplugged
- The wrong public IP address
- The router is not setup for port forwarding
Check the network connection
Let’s check the easiest fix, an unplugged network cable. Make sure the cable is plugged in both the back of the DVR and the router.
Even though the connector looks like it’s plugged in, make sure the network connector is pushed in all the way and clicked in.
There have been many times when I’ve found a connector that wasn’t clicked in all the way.
Check the Public IP address
The public IP address is the address assigned to you by your Internet Service Provider, and it looks something like 188.8.131.52.
The public IP address is dynamic, meaning that it will change from time to time, especially if your router was unplugged or reset.
If your public IP address has changed, then the ivms-4500 app will not be able to connect to your security cameras.
To find your public IP address,
- Make sure you are on your home’s WiFi and goto www.canyouseeme.org
- From there, you can see your public IP address.
In the ivms-4500 app, get into the Menu by pressing the Menu button on the top left corner of the screen, then Devices.
Next to your device’s name is an icon of a DVR; if the DVR is black, it is online. If it’s grayed out, then it’s offline.
- Click on the device in question and go into its setting buy pressing the pencil icon on the upper right hand of the screen.
- Take notes of the settings or take a screen shot of this page so you can re-enter the information if needed.
- In the settings under Registration Mode, IP/Domain should be selected and under it in the Addreess field, you will either see a public IP address or a DDNS address that looks something like mydvr.dyndns.org
- If the public IP address doesnt match your Public IP address, erace what is in the address field and replace it with your current public IP address and press the save button on the upper right hand corner.
Now press Start Live View on the bottom of the screen. You should now see your security cameras if the problem was a public IP address issue.
Think of a port as a door into your network. If the port is closed, you will not be able to view your security cameras from the app.
We need to perform port forwarding in your router’s settings to open a port.
You’ll also need to know the IP address and port number assigned to your DVR.
Find the IP address of the DVR
You will need to use the monitor and mouse connected to your DVR to find the IP address and port number.
- From the DVR right click on the screen and go to Menu > System Configuration > Network > General settings, you will find the IP address assigned to the DVR.
- Take note of the IP address.
Check the port number
The default server port for Hikvision is 8000. This is the port you will need to forward in your router’s settings.
To check the port number, go to the Menu> Network > General Settings and look for the server port.
Make a note of the port number if the port was changed to something other than 8000
Confirm if port forwarding is setup in your router’s settings
You can do this from either your computer or cell phone, but you have to be connected to your home’s WiFi.
- Goto www.canyouseeme.org
- From there you will see your router’s puplic IP address, and under the ip addres it will say “port to check”
- Enter 8000 or what ever port is assigned as the server port in your DVR and click on the check port button
- If the port is open then it will say “pass: I could see your service on port 8000”
- If the port is not open then it will say “Error: I could not see your service on port 8000”
If the port check test fails, go to the next step to set up port forwarding in your router.
Ask your ISP to set up port forwarding in your router
Setting up port forwarding in your router can be a little complicated if you’ve never done it before.
If your router was provided to you by your internet service provider (your cable or phone company), then the good news is that they can perform the port forwarding for you.
You will need to provide them with the IP address of the DVR and the port assigned in your DVR.
- Call your internet service provider and tell them you want to forward a port in your router for your security cameras and ask them if they can do it for you.
- They will ask you for the IP address and the port you want to forward.
- Give them the IP address of your DVR and the port number.
- After they add the port forwarding rules to your router, go back to www.canyouseeme.org and check to see if the port was opened.
- Once the port forwarding is complete turn off the WiFi on your cell phone and try to view your cameras on the ivms-4500 app using your mobile data.
Setting up port forwarding by yourself
This guide is general to port forwarding as all routers will be different.
Open up the web browser on your computer and type in your router’s gateway address (Example:192.168.1.1)
- Login to your router by entering your router’s login user name and password.
- Note: your routers login information is usually printed on the bottom of the router. I have provided the default user names and passwords for the most popular routers below.
- Next locate the port forwarding settings page, typically found under the Advanced and then Port Forwarding or Firewall, or Virtual Server.
- On the Port Forwarding page, enter the name of the device that you want to forward (Example: Cameras)
- Enter the port you want to forward and select TCP/UDP under the Protocal.
- Next enter the IP address of the DVR.
- Click apply or save
User name and password for the popular routers
Device Username Password
D-Link admin (leave blank)
Netgear admin password
Linksys admin admin
Asus admin admin
DrayTek admin admin
ZyXel admin 1234
TP-Link admin admin
TRENDnet admin admin
Belkin admin (leave blank)
After setting up port forwarding, go back to www.canyouseeme.org and confirm that the ports are open.
You should now view your cameras live using the ivms-4500 app.