Q1：User does not exist/password incorrect/forget password.

1. Please check username and password.

2. If you forget password, please reset device, and then login device via mobile phone client.

Q2：Locked account.

1. Account is locked due to multiple times of incorrect input, please wait until lock period ends or you can reboot device to unlock.

2. Please check if device password is incorrect, or enter password again.

3. If you forget password, then you need to reset device, and then login device via mobile phone client.

Q3：Connection failed/login timeout.

1. Please check if the device is in correct network, eliminate possibility of offline.

2. Please check device parameter config：

1. Dahua DNNS address is “xxxxxx.dahuaddns.com”

2. Quick DDNS address is “xxxxxx.quickddns.com”

3. Please check if port and IP are correct, IP/domain port is by default：37777

3. Try to switch device port, eliminate service provider port shielding or other device in LAN uses this port.

4. Eliminate mobile phone network problem, switch network type or service provider to try.

Q4：Prompt “Over max user connections”

1. Prompt “Over max user connections” to mean that current connected devices have reached max user limit. If you want to continue using mobile phone client to connect the device, you shall reduce user quantity connected to other devices.

Q5：Insufficient resource, system is busy.

1. Please reboot device or reduce user quantity connected to the device.

Q6：I cannot receive alarm message.

1. If the device does not support alarm push, then your mobile phone client cannot receive alarm.

2. Make sure if device connects to network correctly and if preview is available to eliminate possibility of offline.

3. Cannot receive alarm, please check if mobile phone client has subscripted alarm of device or channel, if not, alarm will not be auto sent.  

4. If all of the above operations are proper, then check if mapping of device port is correct, you and try to switch http port for mapping.

Q7：I cannot subscribe alarm push.

1. The device does not support alarm push.

2. Make sure if device connects to network correctly and if preview is available to eliminate possibility of offline.

3. Try to change device http port, map again to prevent port conflict or occupancy thus causing connection to other devices which do not support alarm push.

Q8：Via wifi LAN connection you can connect, but you cannot connection via data flow.

1. Connection via wifi works, so device setting is correct, so please try the following via mobile phone：

   • Add a static WAN IP of the device.

   • Place the device under router with WAN IP, and set http port mapping.

   • Build device under WAN, if the device supports P2P and P2P registration is successful, and then adds by P2P.

 Q9：Cannot playback record and picture

1. Check if the device has set record or snapshot plan, if not, the mobile phone client cannot playback.

2. If you playback picture, then you shall set monition detection or snapshot timer.

3. If you still cannot playback while setup is correct, then check if local storage is loosened, or disk is damaged.

Q10：Preview stuck.

1. You can select device bit stream type, and change from main stream to sub stream.

2. May be network bandwidth is insufficient, we recommend you to change to a better network environment.

3. May be that mobile phone decoding capacity is insufficient, so please try preview in one window, or adjust definition from HD to SD/auto.

Q11：Failed to configure wifi of device

1. Check of mobile phone connects to wifi, and check wifi password.

2. Do not use dual band router with 5G function.

3. When you are connecting network, mobile phone shall be close to the device （max  distance 30cm）, if too far, the matching of connection will fail.

4. If a device has been configured with one network, and to connect to other network, you shall reset device, otherwise the matching of connection will fail.

5. If you still cannot solve the above problems, please reset device.

Q12：Failed to initialize device.

• Make sure device is correctly connected and networking is working.

• Make sure mobile phone and the device are in the same LAN, otherwise you cannot initialize device. In other words, wifi of the mobile phone and wifi or wired network connection of the device must be same

• If you still cannot solve the above problems, please reset device.

Q13: Not on device white list or black list.

1. Please log in as admin user.

2. Please manager and set your account in white list or black list management of the device.

Q14: No operation right.

1. You do not have corresponding right to operate, because this account has been limited by admin.

2. Please log in as admin user, and please set right of your account in User management.

Q15: After app updates, device list will be null.

1. Are you sure to update from DMSS Lite to DMSS Plus?

2. To export device list, please create an QR code on Lite and export it to album of your mobile phone.

3. When you add device on plus, select import via QR code, and select the QR code you exported from Lite to add to device list.