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Hik-Connect Online / Offline problem Dvr Turbo

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Hi everyone, I'm a hikvision installer. A client of mine has a big problem that even my sellers can not solve!
I have a Dvr Turbo 1.0 the problem is that Hik-Connenct does not work well!
I have as adsl Eolo Isp, the problem is that in the settings of my DVR hik-connect is online but if I enter the application or even login on Hik-connect site the device is offline. if I open the ports on the router, I can remotely enter the DVR but Hik-Connect is offline. My client is very nervous for this...

Hik-Connect Online / Offline problem Dvr Turbo

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