Network connection issues

Comments

10 comments

  • Andy

    Hi Paul Lovell, 

    If your system shows offline, we are afraid that the DVR/NVR can't connect to the internet successfully.

    For this problem, there will be some causes will bring this problem:

    1. The port, network cable may be broken, which make it can't connect to the internet.

    2. The setting on the DVR/NVR is wrong, which make it can't connect to the internet.

    In order to better solve this problem, we are afraid that we need more details to better check it and then confirm the problem.

    So we have already created a ticket for you in our system and our technical support will contact you soon.

    Other people who meet the same problem, can share your details here including the model No. and the problem in detail.

    At the same time, in order to help you solve this problem soon and better, we suggest you contact directly by submitting a request.

     

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  • Paul Lovell

    I’m almost positive there is a setting issue within the dvr that won’t allow it to connect. Either the IP address or something else I cannot figure out

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  • Support Team

    @Paul Lovell  Could you please tell us the model number of the DVR/NVR? 

    Usually, the model number is printed on the white label of the device.

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  • IAN BRAY

    I too am having this problem but with a new install, it is telling me the status is offline (parsing server domain failed).

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  • Support Team

    Hi, Ian Bray, if the system is offline, please try to fix the IP settings of your system.

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  • IAN BRAY

    I have tried this, both searching and inputting the IP address but it still says parsing server domain failed, I do not know what this means...

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  • Support Team

    @IAN BRAY Could you please tell us the model number of your device? Besides, maybe you could send your request to the support@annke.com. The technical support will help you as soon as possible.

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  • Barry Lewin

    i'm having trouble connecting my device with my cell phone.

    status is showing off line

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  • Barry Lewin

    and is there a 800# where we can call???

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  • Support Team

    @Barry Lewin Sorry that we don't have a service phone number for the customer now. Please kindly send a request to support@annke.com to get the technical support.  

    If the system shows offline on the phone APP, maybe the system has no internet access. Please try to fix the IP settings of the system.

    Below are the instructions about how to fix the IP settings for the different model number system. Please refer to the one suitable for your security system.

    https://help.annke.com/hc/en-us/articles/360000251901

    https://help.annke.com/hc/en-us/articles/360000249881

    https://help.annke.com/hc/en-us/articles/360000252322

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