2N IP Intercoms - Diagnostics and Troubleshooting | FAQs | 2N (2024)

Have you found an issue with our 2N IP Intercom?
Don't worry, we will show you diagnostic tools and troubleshooting options to make everything running as expected.

Prerequisities

• 2N IP Intercom with the latest firmware,
  no additional license is required for any of mentioned step.

What you can try yourself

Basic methods

• Have you already restarted the device? You can proceed it also from the device web interface, System - Maintenance section.

• Is there already the latest firmware?We always recommend to keep the system up-to-date.
  You can follow instructions in this article: 2N IP Intercoms - Firmware upgrade

• Would you like to verify that the microphone and speaker are working properly?
  In section Services - Audio Test, let the speaker beep and the microphone pick it up .
  If all right, you will see the Passed test result.

• You can verify the network address accessibility, for example to be sure IP Intercom can access the Internet or another device in the local network.
  In section System - Diagnostics you can run Ping tool, you may already use it in your computer command line.

• Before contacting the technical support team, please always prepare Diagnostics package.
  It contains all the needed information, incl. device configuration, system logs and network traffic.
  Just start recording, replicate the issue, download the package.
  The records will be kept even if you reboot the device.

Advanced methods

• In system logs, you can see all the device states and processes (e.g. pressing a button, switch activation, calling answering unit).
  • For a clear overview, go to sectionState - Events, where you can also filter the events.

• • It is also possible to download more detailed syslog file, especially for technical support purposes, in section System - Diagnostics - Syslog.
    This way will keep the records even if you reboot the device.

• Are you familiar with the network packet capturing (pcap)? Then you can start it and after replicating the issue also download here.
  • Local Packet Capture
    • Automatically launched upon boot up
    • Saving into the device itself; limited buffer size, can be quickly utilizated if there is active video stream during capturing
  
  
  • Remote Packet Capture
    • Manual launching
    • Saving into your computer via the web browser; buffer is not limited - recommended for longer capturing

• In some cases can be helpful to return the device settings to the factory values. Please always backup your configuration first.
  You can follow instructions in this article: 2N IP Intercoms - Factory reset

We are happy to help

• Serial number of the devices
• Version of the firmware in the devices
• Provide us the Diagnostics package from the device.
  We already mentioned the procedure in this article (at the end of the basic diagnostics methods).
• Please describe us your issue in detailto let us understand and replicate it at our side.
  If your issue can be clearly visible or heard eg. LED blinking, bad sound quality, please take a pictures or record a video (by your phone) for us.
  You can attach it to the e-mail or upload it to your cloud storage (e.g. OneDrive or Google Drive) and send us just the download link.
• Please provide us the description of the LAN topology, NATs, IP addresses, etc.
  If you have an issue regarding electrical circuit, please send us a diagram of that, incl. specifications of the controlled device (lock, gate, lights etc.).

Need more help?

We are sorry that you are having problems with our product. Let’s find a solution to the situation together.