Hik Device Gateway

FAQ
 Hik Device Gateway • FAQ

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 Hik Device Gateway • FAQ

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 Hik Device Gateway • FAQ

TABLE OF CONTENTS
Failed to log into Hik Device Gateway. ............................................................... 1
The device added by ISUP is offline. .................................................................. 2
Hik Device Gateway cannot receive alarm notifications after setting port
mapping. ............................................................................................................ 3
Hik Device Gateway installed in Windows Server 2008 R2 Enterprise does not
work. .................................................................................................................. 3
How to get network status (online/offline) of added devices? ......................... 3
How to get the logs for debugging? ................................................................... 4
How to configure port mapping for Hik Device Gateway? ................................ 4
After adding a device to Hik Device Gateway, the device turns offline. ............ 4
Hik Device Gateway works properly on the Web browser, but failed to respond
to the request sent by postman......................................................................... 4
When starting Hik Device Gateway via HTTPS protocol, a notification will show
saying the page is not safe. How to disable the notification? ........................... 5

.................................................... 5

........ 5
................ 6
The channel list of ISUP2.0 encoding devices get by Device Gateway ISAPI is
not accurate. How to get the channel list by other methods? .......................... 6
What are the differences between alarm listening and alarm subscription? ... 6
For devices added to Hik Device Gateway via ISUP, playback is not available. . 7
For devices added to Hik Device Gateway via ISUP, sometimes streaming
fails. .................................................................................................................... 7
Live view is not available for ISUP 2.0 G4 mobile devices. ................................ 7
The downloaded video is longer than 30s even though seekapan is 30 in the
downloading URL for ISUP 2.0 G4 mobile devices. ............................................ 7
For ISUP 5.0 devices, the time length of the downloaded video is different from
the time length set in the URL. .......................................................................... 8
For ISUP 5.0 devices added to Hik Device Gateway, playback fails after setting
time zones for Device Gateway and device. ...................................................... 8
Failed to enter the Demo page of webs.exe. ..................................................... 8
For devices added to Hik Device Gateway, live view of no-plugin Demo
failed................................................................................................................... 8
Failed to upload alarm pictures by device. ........................................................ 8
“Installation failed” occurred when executing ./install.sh. ................................ 9
“Permission denied” occurred when executing ./install.sh. .............................. 9
Port 80 is occupied when installing Hik Device Gateway. Can I use other ports?
............................................................................................................................ 9
How to check Hik Device Gateway status? ........................................................ 9
Visiting Hik Device Gateway via web browser failed after Hik Device Gateway

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 Hik Device Gateway • FAQ

is started............................................................................................................. 9
[Updated] For ISUP2.0 devices, how to enable the feature of picture capturing?
.......................................................................................................................... 10
For ISUP 5.0 devices, capturing pictures failed. How to find out whether the
devices support capturing or not? ................................................................... 10
How to upgrade Device Gateway but keep the legacy configuration files? .... 10
How to find the causes for failures of applying face pictures? ........................ 11
How to find the causes for streaming failures? ............................................... 11
After Device Gateway is uninstalled, there are still files left in the installation
directory. .......................................................................................................... 11
Return urlDownloadFail when applying picture faces to a device .................. 12

How to identify internal port conflicts? ........................................................... 12

How to identify unregistered drivers or processes after Device Gateway startup?
.......................................................................................................................... 13
How to view forwarded alarms through Device Gateway? ............................. 13
Will the stream be fetched from Device Gateway when calling an API to get the
stream URL? ..................................................................................................... 14
Device Gateway installation failure on the Ubuntu system ............................. 15
Why is the time on the RTSP stream different from the time on the video
stream? ............................................................................................................ 16
Frequent device disconnections after registration .......................................... 16

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 Hik Device Gateway • FAQ

Question
Failed to log into Hik Device Gateway.
Answer
Make sure the DeviceGatewayService is running properly in the Task Manager.
If the DeviceGatewayService is in stopped status, right-click it and start it. If you
fail to start the DeviceGatewayService, make sure that you have installed Hik
Video Device Gateway conforming with the following rules:
a. You have has the permission of Administrator.
b. You have installed Hik Device Gateway as an Administrator.
c. Only English characters are allowed in the installation directory.

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 Hik Device Gateway • FAQ

Question
The device added by ISUP is offline.
Answer
Something is wrong with the network, which causes the failure of accessing to
Hik Device Gateway’s registration port. Log into the device via a Web browser,
check the server address and server port you entered and make sure they are
correct. In addition, you should make sure the device is connected to the
network properly.
Please update Device Gateway to 1.6.1 or newer versions, go to the Device List
page, and view offline causes on the page when devices are offline.

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Question
Hik Device Gateway cannot receive alarm notifications after setting port
mapping.
Answer
Something is wrong with the network. Check whether the parameters of port
mapping on the router are the same with those configured on Hik Device
Gateway.

Question
Hik Device Gateway installed in Windows Server 2008 R2 Enterprise does not
work.
Answer
Make sure you have installed the vs 2008/vs 2013 runtime library in the system.
If not, install it and reinstall Hik Device Gateway.

Question
How to get network status (online/offline) of added devices?
Answer
You can use the API Search for Device to view the device network status; If you

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subscribe events, you can receive device online/offline events on Hik Device
Gateway.

Question
How to get the logs for debugging?
Answer
Perform the following steps to get the logs.
a. Go to Configuration -> System Maintenance -> Log. In the Log Management
area, select the log level as Debug in the Select Level field and save.
b. Repeat the operation which generates the issue.
c. Finally, click Export to save the logs in your PC.

Question
How to configure port mapping for Hik Device Gateway?
Answer
Perform the following steps.
a. Configure the external ports of Hik Device Gateway.
b. On the NAT page -> Device Port Mapping page of Hik Device Gateway, enter
the external port and external address.
c. Check the Enable box to enable the function of port mapping.
Notes:
 Make sure the device port mapping on Hik Device Gateway is configured
correctly.
 Make sure the firewall does not stop information related to the ports.

Question
After adding a device to Hik Device Gateway, the device turns offline.
Answer
The hibernation of your PC can cause the restart of the NIC, which will lead to
the failure of getting a real device status, so make sure you have disabled the
hibernation of your PC.

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 Hik Device Gateway • FAQ

Question
Hik Device Gateway works properly on the Web browser, but failed to respond
to the request sent by postman.
Answer
Check the following parameters and make sure they are correct.
a. The Method and URL.
b. The request.
c. The user name and password used for digest authentication.

Question
When starting Hik Device Gateway via HTTPS protocol, a notification will show
saying the page is not safe. How to disable the notification?
Answer
Import a signed certificate to Hik Device Gateway.

Question
How to apply person parameters such as "localUIRight", "password" which are
not included in the Hik Device Gateway API?
Answer
For the mentioned parameters, you can add them to the request parameters of
the API Add Person. Hik Device Gateway will transmit the parameters to devices.

Question
How to call the APIs which are not included in the Hik Device Gateway API such
as configuring authentication schedule and collecting face information?

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Answer
You can configure the mentioned parameters by the API of transmitting device
ISAPI on Hik Device Gateway.

Question
For devices added via ISUP, subscribing to alarms failed.
Answer
It is recommended that alarms be sent directly from devices to a third-party
platform. For Hik Device Gateway V1.3.2.1Build20201015 and newer versions,
you can manually enable alarm subscription. The function is disabled by default.
For Hik Device Gateway V1.7.0.4Build20240226 and later versions, Alarm
Subscription and Alarm Port Listening are merged into Alarm Forwarding. You
can go to Configuration → System Settings → Alarm Forwarding, and enable
Alarm Forwarding. This function is disabled by default.

Question
The channel list of ISUP2.0 encoding devices get by Device Gateway ISAPI is not
accurate. How to get the channel list by other methods?
Answer
It is not supported to get the channel list for devices added by ISUP 2.0. You can
add devices by ISUP 5.0 to solve the problem.

Question
What are the differences between alarm listening and alarm subscription?
Answer
For alarm subscription, the third-party platform needs to request for
subscription and establish long connection. Device Gateway will connect to the
listening server and forward alarms after receiving alarms.
For alarm listening, the address of the listening server for Device Gateway needs

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to be configured on the third-party platform. Device Gateway will connect to the

listening server and forward alarms after receiving alarms.

Question
For devices added to Hik Device Gateway via ISUP, playback is not available.
Answer
Check if there are any videos recorded by the device.

Question
For devices added to Hik Device Gateway via ISUP, sometimes streaming fails.
Answer
Hik Device Gateway only streams once from one channel of one device at a
certain time. For same requests afterwards, the stream will be reused. It is
recommended to have only one request from one channel of one device once.
For solution, firstly make sure that no others are streaming from the channel of
the device. Then you can end the streaming request and restart it to solve the
problem.

Question
Live view is not available for ISUP 2.0 G4 mobile devices.
Answer
Normally G4 devices are registered to Hik Device Gateway through WAN. Port
mapping for related ports are required on Hik Device Gateway.

Question
The downloaded video is longer than 30s even though seekapan is 30 in the
downloading URL for ISUP 2.0 G4 mobile devices.
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 Hik Device Gateway • FAQ

Answer
Downloading videos with a designated time is not supported by device.

Question
For ISUP 5.0 devices added to Hik Device Gateway, the time length of the
downloaded video is different from the time length set in the URL.
Answer
Downloading videos with a designated time is not supported by device.

Question
For ISUP 5.0 devices added to Hik Device Gateway, playback fails after setting
time zones for Device Gateway and device.
Answer
Upgrade Hik Device Gateway to V1.4.0.3Build20210610 or newer versions.

Question
Failed to enter the Demo page of webs.exe.
Answer
Operate according to the no-plugin user guide, and put the Demo at the right
place.

Question
For devices added to Hik Device Gateway, live view of no-plugin Demo failed.
Answer
Check if the URL is correct. If HTTPS is enabled, the Access URL should start with
wss:// with HTTPS port number of Device Gateway followed. If no, the Access
URL should start with ws:// with HTTPS port number of Device Gateway followed.

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 Hik Device Gateway • FAQ

Question
Failed to upload alarm pictures by device.
Answer
At least 200MB free storage space is required.

Question
Installation failed when executing ./install.sh.
Answer
The installation path can only contain letters, numbers, underscores, hyphens,
and dots.

Question
“Permission denied” occurred when executing ./install.sh.
Answer
Allow permission for install.sh. For example, chmod u+x install.sh.

Question
Port 80 is occupied when installing Hik Device Gateway. Can I use other ports?
Answer
Yes. For example, you can execute ./install.sh --port=88 to use port 88 as HTTP
port to install Hik Device Gateway.

Question
How to check Hik Device Gateway status?
Answer
Go to the installation path of Hik Device Gateway and execute ./install.sh. You
can also execute “systemctl status DeviceGatewayService” under any path.

Question
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 Hik Device Gateway • FAQ

Visiting Hik Device Gateway via web browser failed after Hik Device Gateway is
started.
Answer
Check if port 80 is occupied by another program. If so, port 81 will be
automatically used, and you can use http://IP address of Hik Device Gateway:81
to visit Hik Device Gateway.
Make sure the port to be used is added to firewall rules. For default ports of Hik
Device Gateway, please refer to Communication Matrix.
Please update Device Gateway to 1.6.1 or newer versions.

Question
For ISUP2.0 devices, how to enable the feature of picture capturing?
Answer
Capturing pictures will only be allowed if you go to System Settings → Alarm
Forwarding page and enable alarm forwarding.

Question
For ISUP 5.0 devices, capturing pictures failed. How to find out whether the
devices support capturing or not?
Answer
You can use the API Transmit Device ISAPI to get device capabilities: Get
/ISAPI/System/capabilities. If the node isSupportSnapshotAsync is returned and
its value is true, it means that the device supports capturing. Otherwise, it means
the device does not support capturing, and you need to upgrade the device or
find other solution.

Question
How to upgrade Device Gateway but keep the legacy configuration files?
Answer
Windows:
1. Uninstall the older Device Gateway, and choose to keep the legacy files when

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you uninstall it.

2. Remember the old installation directory.
3. Run the new Device Gateway installation package as the Administrator.
4. If you still want to install Device Gateway in the old directory, you can change
the directory to the old one when choose where to install the new Device
Gateway.
5. If you want to install Device Gateway in a new directory, enter the old
installation directory when you select the paths of legacy configuration files.
Enter the new installation directory when you select where to install the new
Device Gateway.
6. Complete the installation process.
Linux:
1. Uninstall the older Device Gateway. In the old directory,
execute ./uninstall.sh.
2. Remember the old installation directory.
3. After the old Device Gateway is uninstalled, decompress the new Device
Gateway into a new installation file.
4. Grant execution permissions for install.sh, such as chmod u+x install.sh.
5. Execute ./install.sh –path=“the old installation directory”
6. Complete the installation process.

Question
How to find the causes for failures of applying face pictures?
Answer
Please update Device Gateway to 1.6.1 or newer versions, and specific error
codes will be displayed so that you can find the causes according to the error
code descriptions in the API User Manual or the PMP error Code dictionary.

Question
How to find the causes for streaming failures?
Answer
Please update Device Gateway to 1.6.1 or newer versions, and specific error
codes will be displayed so that you can find the causes according to the error
code descriptions in the API User Manual or the PMP error Code dictionary.

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Question
After Device Gateway is uninstalled, there are still files left in the installation
directory.
Answer
If you uninstall Device Gateway and choose not to keep the legacy configuration
files, please manually delete the whole Device Gateway installation directory; If
you choose to keep the legacy configuration files, please manually delete all files
except the Device Gateway installation directory, .xml and .db files in
apps\pss_x64\, and files in \nginx\conf. Then you can install the new version
Device Gateway.

Question
Return urlDownloadFail when applying picture faces to a device
Answer
This error, returned by the device, indicates that downloading the face picture
URL failed. The issue may arise if the device cannot access the URL or if the
picture fails to satisfy the device’s requirements (such as clarity and pupillary
distance).

Question
How to identify internal port conflicts?
Answer
Port conflict logs have been added since V1.7. Set the log level to Error and click
Save. You can search for the keyword "Internal port is occupied" in the logs to
identify the port conflict.

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Question
How to identify unregistered drivers or processes after Device Gateway startup?
Answer
Registered driver logs have been added since V1.7. Set the log level to Error and
click Save. You can search for the keyword "proc is not registered to server" in
the logs to identify processes or drivers that have not registered with the Device
Gateway. Normally, the following processes or drivers should register with the
Device Gateway: dg_das_media/dg_pss/drv_isup_dev/drv_isapi_acs.

Question
How to view forwarded alarms through Device Gateway?
Answer
Alarm forwarding has been added since V1.7. This feature allows the gateway to
forward alarms, regardless of whether the event or alarm type is supported by
ISUP5 devices. Take the following steps to view forwarded alarms:
1. Ensure that the alarm forwarding function is enabled.

2. Set the log level to Debug and click Save.

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3. Find the corresponding log file in the log directory under the installation
path: drv_isup_dev\drv_isup_dev_0.0.1.debug.log.
4. When an alarm is triggered, search for the keyword "pfnAlarmMsgCB" in
the logs to view the received alarm/event.

Question
Will the stream be fetched from Device Gateway when calling an API to get the
stream URL?
Answer
When you call an API to obtain the stream URL for live view, playback and two-
way audio, no request to fetch streams will be sent to the Device Gateway.

Only when you start API testing (see the pictures below for the live view,
playback, and two-way audio testing) or enter the URL in tools like VSPlayer or
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 Hik Device Gateway • FAQ

VLC Media Player, the request to get streams will be sent.

Question
Device Gateway installation failure on the Ubuntu system
Answer
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 Hik Device Gateway • FAQ

For Linux, the Device Gateway V1.7 and earlier versions only support CentOS 7.
Ubuntu 20.04 is supported starting from V1.8.

Question
Why is the time on the RTSP stream different from the time on the video stream?
Answer
The time in the protocol is UTC time, while the time displayed in the video
stream is local time, which may result in a discrepancy.

Question
Frequent device disconnections after registration
Answer
The default heartbeat interval for devices registered with the gateway is 30
seconds, with 3 retries. If the device frequently disconnects, you can adjust the
settings based on network conditions. After making adjustments, restart the
gateway for the changes to take effect.

Version Configuration File Path

Before Go to local_config.xml in the registration service directory
V1.7 (nodes: hb_time, hb_fail). For example, you can find the
local_config.xml file in \HiK DeviceGateway\drivers\reg_eh
ome_register_svr_x64\bin\ehome_reg_svr\local_config.xml.
V1.7 Go to DAGConfig.xml in the ISUP driver directory (nodes:
hb_time, hb_fail). For example, you can find the DAGConf
ig.xml file in \Program Files\Hik DeviceGateway\drivers\drv
_isup_dev_x64\bin\vag\DAGConfig.xml.
V1.8 and In the Device Gateway, go to Configuration  Network 
later Heartbeat Timeout.

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