Step-by-Step Guide to Debugging Dahua NVR App Connectivity Issues

If you’re experiencing issues connecting your Dahua NVR to the app, follow these steps:

1. Check Physical Connections

• Inspect NVR-to-Modem Connection: Ensure the Ethernet cable is securely plugged into both the Dahua NVR and the modem/router.
• Inspect Power Connections: Verify that both the NVR and the modem/router are powered on and their power cables are securely connected.

2. Inspect Powerline Adapters or Extenders

• Check Connection Status: If you are using powerline adapters or Wi-Fi extenders, ensure they are properly plugged in and indicate an active connection.
• Reset If Necessary: Restart the powerline adapters/extenders and confirm the lights show normal operation (refer to the device manual if unsure).

3. Test Network Connectivity Using the Dahua Config Tool

1. Download and Install the Dahua Config Tool:
   Download the tool from Dahua’s official website and install it on a PC connected to the same network as the NVR.
2. Scan for Devices:
   Open the Config Tool and scan for devices. The NVR should appear in the list if it is properly connected to the network.
3. Check IP Address:
   Ensure the NVR’s IP address is within the same range as the modem/router’s subnet. If not, assign an appropriate IP address.
4. Ping Test:
   Use the Config Tool to perform a “ping test” to check the connection between the PC and the NVR.

4. Verify App Configuration

• Ensure the NVR is Added to the App:
  • Open the Dahua app on your smartphone.
  • Check if the NVR is added under “Devices.”
  • If not, add the NVR using the serial number or QR code found on the device label.
• Re-Authenticate the Device:
  • Log out and log back into the Dahua app.
  • Re-enter the username and password for the NVR.

5. Restart the System

• Power cycle the NVR, modem/router, and any other connected devices by turning them off, waiting 30 seconds, and turning them back on.
• Ensure all devices fully restart before proceeding.

Additional Steps and Photo Requests for Debugging

To help us assist you better, please provide the following photos via email to sales@serioussecurity.com.au:

1. Connection Between NVR and Modem

• A clear photo showing the Ethernet cable connected from the NVR to the modem/router.
• Ensure the status lights on the modem/router and NVR are visible in the photo.

2. Platform Access Page

• Log in to your NVR interface.
• Navigate to Settings > Network > Platform Access and take a clear photo of this page.
• Ensure the QR code, status (online/offline), and other details are visible.

3. DMSS App – Device Details

• Open the DMSS app on your smartphone.
• Go to Devices > Tap the 3 Dots (Next to the Device) > Device Details.
• Take a clear screenshot or photo showing the device details.