HikProConnect — Engineer App

Purpose

This document covers the HikProConnect app — the engineer-facing Hikvision mobile platform. It is separate from the customer-facing Hik-Connect app and is used by Wilsons engineers for remote diagnostics, device management, and adding customer devices.

HikProConnect vs Hik-Connect

Use HikProConnect for engineer work. Use Hik-Connect only for customer handover and testing.

Creating an Engineer Account

HikProConnect requires a Hik-ProConnect partner account — this is separate from a personal Hik-Connect account.

Wilsons has a company HikProConnect account. All engineers log in with their Wilsons engineer credentials, not a personal account.

If you don't have login credentials, speak to Ryan — engineer accounts are added via the Hikvision partner portal.

Using HikProConnect on Site

Remote Live View

Tap a device → select camera channels → view live. Useful when:

• You're at ground level and need to see the camera angle without walking up to the DVR
• You're checking a camera scene from a remote location before attending site

Remote Playback

Tap device → Playback → select channel and date. Allows you to review recordings from any location, useful when a customer reports an incident and you want to assess footage before attending.

Device Status Checks

The HikProConnect device overview shows:

• HDD status — whether the drive is healthy and how full it is
• Channel status — whether each camera is online or offline
• Network status — whether the DVR has a current internet connection
• Recording status — whether recording is active

This is the fastest way to diagnose a customer's reported problem before calling them back or attending site.

Remote Configuration

HikProConnect allows remote access to DVR settings including:

• Recording schedules
• Motion detection zones
• Smart event settings
• Camera image settings
• Network settings

This allows minor configuration changes to be made remotely without attending site. Always confirm with the customer before making remote config changes.

Firmware Updates via HikProConnect

HikProConnect can push firmware updates to Hikvision DVRs/NVRs remotely.

Process:

1. Tap the device → Device Management → Firmware
2. If an update is available, it will appear here
3. Review the update version and release notes (where available)
4. Apply — the DVR will download and install the firmware and reboot

Warn the customer that the system will be offline for several minutes during a firmware update. Do not apply firmware during peak hours without the customer's knowledge.

Organising Devices

HikProConnect allows devices to be grouped — useful for managing multiple customer systems.

Create groups by customer name or site name. This makes it faster to find the correct device when managing multiple installs.

Common HikProConnect Tasks on a Service Call

Customer reports cameras offline:

1. Open HikProConnect → find the device
2. Check device status — is the DVR showing as online?
3. If DVR is offline: the DVR has no internet connection — check the customer's broadband, router, or cable between DVR and router
4. If DVR is online but individual cameras show offline: camera power or signal fault — attend site

Customer reports no push notifications:

1. Open HikProConnect → Device → Event → Notification Settings
2. Confirm Hik-Connect is enabled as a notification target
3. Check the customer's phone notification permissions for Hik-Connect

Customer reports recordings missing:

1. Open HikProConnect → Device → Storage Status
2. Check HDD health and usage
3. Check recording schedule is still set correctly

Customer reports image quality poor:

1. Open HikProConnect → Live View
2. View the affected channel — assess exposure, IR reflection, or focus issues
3. If adjustable remotely (image settings), adjust — otherwise attend site

Security — Accessing Customer Devices

HikProConnect access to a customer's device requires either:

• The device is on your company partner account (you installed and registered it)
• The customer has granted share access to your account

Do not add customer DVRs to Wilsons' account using the admin password without the customer's knowledge. Always use the proper share/partner access model.

If a customer asks you to remove Wilsons' access after a service call, do so promptly.

Related Documents

• Hik-Connect — Customer App Setup
• Initial DVR/NVR Setup
• Fault Finding — Remote Access & Network Faults