How to check, on a Hikvision camera or recorder, that it sends its alarms to GC Surge by e-mail (SMTP): where the settings are, what must be switched on, how to test, and what to do when it fails. Use it together with Not Receiving Alarms.
Menu names differ a little between firmware versions and between cameras and recorders. The names below are the ones of the web interface of the device.
Who it is for: Technicians and admins who can sign in to the device with an administrator account.
GC Surge does this for you | You must make sure of this |
|---|---|
Writes the e-mail (SMTP) settings onto the device. | The device user you entered in GC Surge is an administrator. |
Adds the action "Send Email" to the motion detection of each camera that already has motion detection switched on. | Motion detection is switched on, has an area and an arming schedule. |
Reads the cameras (channels) of the device. | The device can send to the internet: gateway, DNS server, outbound port. |
You need | Notes |
|---|---|
The address of the device and its HTTP or HTTPS port | Factory values are 80 (HTTP) and 443 (HTTPS). Port 8000 is not needed by GC Surge. |
An administrator account of the device | Usually "admin" with the password set at the first start. |
The values from GC Surge | In GC Surge: Sites & Cameras, expand the site, then the device Actions > Setup details. |
Watch:
Step 1: Sign in to the web interface of the device.
Step 2: Open Configuration > Network > Advanced Settings > Email.
Step 3: Compare each field with Setup details in GC Surge.
Field on the device | Must be |
|---|---|
Sender's Address | From email from Setup details |
SMTP Server | Host |
SMTP Port | Port |
E-mail Encryption | The value of Encryption. For "tls" with port 587 choose TLS. If the device also shows Enable STARTTLS, tick it. |
Attached Image | Ticked |
Authentication | Ticked |
User Name | Username |
Password | Password (use the show and copy buttons in Setup details) |
Receiver's Address (Receiver 1) | To email |
Step 4: Click Test. The device must report that the test succeeded.
Step 5: Click Save.
Do this for every camera that should send alarms. On a recorder, choose the camera (channel) at the top first.
Motion detection
Smart events (if you use them)
Symptom | Cause | What to do |
|---|---|---|
GC Surge shows Setup failed at Device credentials | Wrong password, or the account is locked after wrong attempts. | Wait for the lock to end or unlock the account on the device. In GC Surge: Edit, correct the credentials, Save and retry. |
GC Surge shows Setup failed at Camera reachable or Loading device settings | Wrong port, or HTTP and HTTPS mixed up. | Use the port of the web interface (80 or 443), not 8000. Set HTTPS (secure) in GC Surge to match. |
GC Surge shows Setup failed at Writing alarm e-mail settings | The user is an operator or viewer, not an administrator. Or the firmware is very old. | Use an administrator account. Update the firmware. Or enter the settings by hand (Check the E-mail Settings). |
Test fails with a server or DNS message | No DNS server, or no gateway. | |
Test fails with a time-out | The site firewall blocks the outbound port. | Allow outbound connections from the device to the Port from Setup details. |
Test fails with an authentication message | User name or password not exactly as in Setup details. | Copy both again. Check for a space at the start or the end. |
Test fails with an encryption message | Wrong encryption type, wrong device date, or firmware without current TLS. | Choose TLS (with STARTTLS where offered) for port 587. Correct the date. Update the firmware. |
Test works, but no alarm arrives | The detection does not send. | In Check the Detection and Its E-mail Action, check: enable, area, schedule and Send Email. |
Alarms arrive without pictures | Attached Image is not ticked. | Tick it in the e-mail settings. |
Only some cameras of a recorder send alarms | Motion detection or Send Email is missing on the other channels. | Repeat Check the Detection and Its E-mail Action for each channel. Then use Retry in GC Surge. |
Alarms stopped after a firmware update or a reset | The settings were removed. | Retry in GC Surge writes them again. Then check Check the Detection and Its E-mail Action. |
Very many alarms | The area covers trees, a road or a light source, or the sensitivity is too high. | Reduce the area. Lower the sensitivity. Use a smart event with a drawn zone instead of plain motion. |
If the automatic setup does not work on your device:
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