6.2Common problems and fixes

Start with the gateway console (see Gateway console and logs). Most problems show up in its Overview, Clients or Monitor tab.

#A phone does not ring when the door bell is pressed

Work through these in order.

1. Is the door station registered? In the console, Clients > Registered SIP Clients should list it (for example 901). If not, check the door station's SIP server address, username and password against the Intercom Device in the Configurator. In Monitor > Server Logs (source SIP gateway), Only intercom devices may originate calls means the credentials do not match a configured Intercom Device.
2. Is the app registered? Look at the phone icon in the app's header.
   • Red: not registered.
   • Grey with a line: the user has no SIP extension. In the Configurator, type a SIP Extension for the user under Server > Gateway > Users, then deploy.
   • Open Settings in the app and read the Intercom status.
3. Read the status message.

4. Is the app in Cloud mode? The cloud connection has no background ringing. The app only learns of a call while it is open. A phone that should ring from the lock screen needs a local connection.
5. Is the ringtone off? Ring on Clients must be on for the device (and the ring group).
6. Is the right ring group dialled? The door station must call the ring group number (for example 9001). The log line ring group 9001 target 1003 has no registered contact - skipped tells you which phones were not registered when the call came in. 404 Ring Group Not Registered means no one was.
7. Router SIP ALG can silently break SIP between the site and the cloud. Turn it off.

#The page does not open when the bell rings

Open Page on Call must be on for the Intercom Device, with the right Panel and Page. If it is off, the app opens the first page that has an Intercom object.

#No missed-call picture

The device's missed-call capture and the Intercom object's Missed call snapshots must both be enabled. A camera must be linked: either a Camera object on the same page or a chosen Snapshot camera. Gateway log lines starting with [intercom] give the reason, for example Snapshot URL is not configured and no linked camera stream was found. or Linked camera snapshot timed out.

#The app cannot connect

For cloud sign-in problems, check that the console's Cloud tab shows connected.

#A camera will not load

The overlay on the camera shows Connecting, Connected, Reconnecting or Unavailable, with a detail line.

• Locally, the gateway pulls the stream from the camera itself, so check the camera's own address, port, credentials and RTSP path in the Camera object, and that the gateway can reach the camera.
• Gateway messages worth knowing: RTSP is disabled for this camera, Camera address is not configured, Camera connection timed out, Camera stream did not produce video frames.
• Remotely, the cloud needs an H.264 stream, a connected cloud status, and for Local + Remote installations the router must forward 8889/TCP and 8189/UDP.

#KNX objects do not respond

1. Console Overview: the KNX bridge service must be active. Network > KNX Interface should say active.
2. In the Configurator, is Server > Engines > KNX set to Enabled?
3. Console Monitor > Bus Messages: do telegrams appear when you operate a wall switch? If not, the bridge is not seeing the bus.
4. Use Send Telegram with the object's group address. If the device reacts, the project has the wrong address or data type. If it does not, the bus or the gateway's KNX address is the problem.
5. Check the object's Status Group Address. A missing status address means the dashboard never learns the real state.
6. Make sure the gateway's KNX individual address does not clash with another device.

#A Modbus device does not answer

1. Server > Interfaces > RS485 Interface (or RS232) is Enabled, and the Linux device is correct.
2. Baud rate, parity, stop bits and the Slave ID match the device.
3. Use Diagnostics > Other Engines > Modbus Register Test to read a known register, such as a Holding Register at address 0, with FC3.
4. In Monitor > Server Logs (source Modbus), timeout reading slave <id> function <n> means no answer on the bus (wiring, A/B swapped, wrong settings). returned Modbus exception <code> means the device answered but rejected the request (wrong register, function or count).
5. Values that look wrong but update are usually a Data type, Scale / offset or Word order problem.
6. A value flagged as stale Modbus value has not been read recently. Check that Poll is on for that datapoint.

#Contact support

If you are still stuck, open a ticket. Include:

• the gateway serial number (console Overview),
• the Configurator version (Settings in the toolbar, About) and the app version (app Settings > About),
• what you did, what you expected, and what happened,
• the relevant lines from Monitor > Server Logs.