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13.Troubleshooting guide
Q. The unit will not power up. No LEDs on.
A. Check power supply voltage at unit is minimum 11.5V and that the power cable is not
more than 3 meters (10 feet).
Q. The unit powers up but the GSM LED is still flashing rapidly.
A. This means the unit is not able to detect the network for some reason.
-Check the SIM card is activated and has calling credit.
-Power off the unit, remove the SIM and check it in a mobile phone to verify it can make a
call.
-Check the SIM does not ask for a PIN code when put in a phone. If it does, then disable the
PIN code request.
-Check the SIM is a standard GSM SIM, not 3G or 4G only SIM. If you are unsure, contact
your SIM card provider to verify. Frequency of operation should be any one of the
international quad band standards, 850 / 900 / 1800 / 1900 MHz.
-Check the reception is very good. Poor reception is not sufficient.
Q. The unit calls the first number, but there is not enough time to answer before it
diverts to the next number.
A. Increase the no answer time as per programming instructions.
Q. The unit calls the first number but voicemail comes on before it can ring the
second number.
A. Decrease the no answer time as per programming instructions.
Q. The caller ID part does not work.
A. Be sure to program the caller ID part under 72 feature. If your number is a private or
number withheld, then it will not work.
-Even if you have already programmed a number to receive a call from the unit, if you also
want that number to have caller ID access, it must be programmed under the 72 feature
also.
-Ensure the number is entered as you would normally dial it from another phone.
-Do not put the country code in front of the number.
-Enter the country code in which the unit is operating in separate under the 71 feature.
International callers ringing the intercom may not work.
-For USA customers, did you try entering the number both with and without the long distance
1 before the number?
Q. The * or # key does not work when the unit calls a phone.
A. Check if you can hear the relay clicking at the gate when the * or # key is pressed during
a call. If it can be heard, then the system is working, check wiring between the relay and the
lock or gate panel. If the relays do not make a clicking sound, then check this feature on a
different mobile cell phone or landline. If it works on a different phone, check the settings on
the phone in question under DTMF tones.
