How to fix Hikvision error code 260015

Hikvision errors can happen for a multitude of reasons. In this article, we will go over how to fix Hikvision error code 260015.

The 260015 error code shows up on Hikvision devices, like IP cameras or NVR recorders, when users try playing back footage through the Hikvision app called Hik-Connect.

This message might appear as “Video playing failed. Error Code: (260015)” when you try playing back footage. Your video might load up to 75-90%, and then a black screen appears with no footage.

Additionally, errors like the Hikvision error code 260015 can also occur in the live view of the camera as well. Sometimes it can work; at other times, it may not work and display the error code.

Messages might also show up as “(Error Code 245416)” or “Failed to search the video.” This issue only shows up through the Hik-Connect app on mobile devices. These errors should not display in any NVRs, computers, monitors, or web browsers.

Hikvision error code 260015

Fixing the Hikvision error code 260015

The error code can appear if the Hikvision server is overbearing and has reached or is reaching its limit. Meaning the traffic on the server is too much for it to run all at once.

If the above happens, then the video footage, whether life or playback, will be unable to load. This is more likely to occur if your system has multiple cameras, especially if they are set to high resolution.

Encode Settings

There are various ways to fix the problem, including reducing the resolution or changing the encoding settings on the video. Some users have said that changing the encoding settings from “H265+” to “H265” can quickly fix the issue.

To do so, enter the video settings located inside your recorder menu. There you can switch the encoding mode as mentioned above. You might also switch to “H265” if the mode is set to “H265+.” Refrain from setting it to “H264.

Reducing Resolution

By lowering your camera’s resolution, the image quality might get slightly lower. However, you will be able to playback footage or live video. For instance, if your camera has a set 4MP resolution, lowering it to 2MP can fix your Hikvision error code 260015.

Before lowering all your cameras’ resolutions, try reducing the resolution to a couple of them. We recommend downsizing the resolution in the least important cameras. Refrain from doing so to cameras in essential locations such as a front door or porch and entryways.

After reducing it from a couple of cameras, check back on the Hik-Connect app to see if it’s working without any issues. If not, try changing the bitrate to a lower setting.

If your bitrate is set to 8Mbps, setting it to 4Mbps can fix the Hikvision error code 260015. Try lowering the bitrate before moving on to the resolution settings.

Moreover, you can attempt to change the camera’s frame rate per second (FPS), which changes how many frames are recorded per second are recorded. Be cautious when changing this setting as too little FPS, less than 15 to be exact, will create robotic-like and choppy footage.

Hikvision camera quality setup

Network Connection

Sometimes a Hikvision error code 260015 can occur if the internet connection is not strong enough. If the download speed is low, you are bound to get an error code.

You can find various free speed tests that show you how fast your upload and download speeds are as long as your phone is connected to the network you want to test.

Lastly, ensuring that your camera and mobile device are connected to the same WiFi network is crucial. Otherwise, they might struggle to communicate with each other.

Distance Of Router From Camera

Keep in mind that distance also plays a role in the connection. Distance between a device and a router can affect the strength and reliability of the wireless connection. 

As the distance increases, the signal becomes weaker and is more likely to be disrupted by obstacles such as walls or other electronic devices. This can result in slower connection speeds, frequent disconnections, and poor quality of service. 

To maximize the performance of the wireless connection, it is important to keep the device as close as possible to the router and avoid placing obstacles in between. 

If the distance between the device and the router is too great, it may be necessary to use a WiFi extender or other signal-boosting technology to improve the connection.

Firmware Update

Updating the firmware on a Hikvision camera is vital for several reasons– 

Firstly, new firmware updates often include bug fixes and performance improvements that can help the camera function more reliably and efficiently. Secondly, firmware updates can provide new features and capabilities that may not have been available in the previous version. 

Finally, keeping the firmware up to date can also help to ensure the security of the camera, as updates may include patches for vulnerabilities that hackers could exploit. 

Therefore, it is crucial to regularly check for and install firmware updates for your Hikvision camera to ensure it functions at its best and is protected from potential security threats.

Remove The Device From Hik-Connect App

Removing and then connecting your devices to the app can keep Hikvision error code 260015 from occurring. To do so, launch the app and locate the settings. 

Once there, find your device and remove it from the app. You should also reboot your recorder (DVR/NVR) by unplugging it, waiting a couple of minutes, and then plugging it back in.

Now you should open the settings called “Platform Access” and check if you are connected to your local network and online. Both the app and your phone should be updated to their latest firmware.

Lastly, add the system to the Hik-Connect app and check if your Hikvision error code 260015 is gone. If not, there is one more thing you can try to fix it.


As a last resort, you can attempt to reset your camera manually. If you need to reset your Hikvision camera, you can press and hold the reset button for at least 10 seconds. 

The reset button is usually located on the back or bottom of the camera and may be labeled “Reset” or have a small pinhole next to it. After pressing and holding the reset button for the required amount of time, the camera will reset to its factory default settings. 

Keep in mind that this will erase any custom settings or configurations that you have made to the camera, so you will need to reconfigure it after the reset. 

It’s also a good idea to ensure your camera is connected to power prior to resetting. You may also try a factory reset through a web browser.

Contact Hikvision

If all else fails, reach out to the company. Whether you get a refund, a replacement, or a solution, you end up winning. Thus, if you need help with your Hikvision camera or have any questions or concerns, you can contact Hikvision customer support for assistance. 

There are several ways to get in touch with the customer support team, including phone, email, and online chat. To contact Hikvision by phone, you can call the customer support hotline, which is available 24/7. 

Alternatively, you can email the customer support team by filling out a contact form on the Hikvision website. Finally, you can use the online chat feature on the Hikvision website to chat with a customer support representative in real-time.

Final Thoughts

Hikvision error code 260015 can occur when users try to play back footage through the Hik-Connect app. This error code is a result of the Hikvision server being overburdened and reaching its limit due to high traffic. 

To fix this error, users can reduce the resolution or change the encoding settings on the video. Additionally, users can ensure that their internet connection is strong and that their camera and mobile device are connected to the same WiFi network. 

Finally, users can also minimize the distance between the router and the camera. And if you have no luck with any of the troubleshooting tips mentioned above, contact Hikvision. For any other Hikvision errors, check out our other articles.