Can't remove cloud users

[vandreytrindade]

Hi!

We have an AX PRO on our company and we created several local users.
But we have also shared with some cloud users so they could arm/disarm alarm, monitor cameras, etc from the mobile app (someone told me that there were no limit for that kind of users).

Now, a user has left the company and no matter what I try, it can't be removed.
When I try to create a new user (Mobile client > AX PRO > Settings > User Management > +) it says "Maximum local users reached".
And when I try to access the app with an already shared cloud account, it says about another limit message.
My admin account shows this permission on Mobile: Create/Manage Local Users

I've already accessed this website (https://www.hik-connect.com/views/main/index.html#/common/personal/DeviceManagement) and removed those users from "My Shared Devices", but they still show on our mobile client and local alarm server.

On our local access to the AX PRO it shows like this, with no option to delete:

 

[Administrator]

Dear member,
What is the model of the AX Pro you have, please?
The 96 zones can have up to 48 users, while the 64 zones only supports 32.
Looking at some information I have about AX pro there is nothing differentiating between local and cloud users, but I will double check.
I have tried to delete a local user and a cloud user and I'm getting the same issue.
Local user I deleted without problem but not the cloud user, even after I delete from the shared account. It still shows under User Management on web interface of the AX Pro
I will find out more and let you know.

 

[vandreytrindade]

Dear member,
What is the model of the AX Pro you have, please?
The 96 zones can have up to 48 users, while the 64 zones only supports 32.
Looking at some information I have about AX pro there is nothing differentiating between local and cloud users, but I will double check.
I have tried to delete a local user and a cloud user and I'm getting the same issue.
Local user I deleted without problem but not the cloud user, even after I delete from the shared account. It still shows under User Management on web interface of the AX Pro
I will find out more and let you know.

This is our AX PRO model: DS-PWA64-L-WE (sorry, I forgot to mention it)

Thanks a lot for helping!

 

[Administrator]

Hi there,
Have you update to the version V1.3.1 build 251113 that is in the UK I'm not sure in your region, you might need to speak with your local Hikvision Technical support to confirm about the firmware.
Mine after I did the update it is delete and re adding without issue.
Normaly you can share the AXPro by going on it direct on the Hik-Connect App and clicking on the 3 dors on the right hand corner and then clicking Share or you can click on Me on the bottom left corner of the App and go to Shared Device, do you remember which way did you use to share the device?
When you go to the Hik-Connect App on your phone under Me and Shared Device are you able to delete the Cloud User there?