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August 18, 2020
TROUBLESHOOTING GUIDE / FAQ
Have you tried turning it off and on again? If you have a question not answered by this manual, take a look at our
Knowledge Base at alcorn.com. We’re always updating it with new answers and useful information! If your
question isn’t answered there, please email us at [email protected]
Q: I CAN’T ROUTE AUDIO
One of the most common issue with routing audio is switch/router/firewall blocking/filtering out multicast traffic
required for the PTP protocol. Please disable IGMP snooping and disable any multicast blocking/filtering. Consult
your switch/router/firewall manual.
Q: I DONT HEAR AUDIO WHEN TALK ON THE HANDSET. WHAT IS CAUSING
THIS?
Make sure that you are pressing the button on the handset when talking. Also make sure that the audio is routed
properly. Refer to the audio routing section of this manual for more details.
Q: I CAN’T CONNECT TO A V-COM?
The default network state of the unit is DHCP. A set of IP addresses are needed were each address can be
assigned via a network switch that will handle IP address automatically or the use of third-party application like
BootIP where the user can assign an IP address manually based on the MAC address of the network interface.
Each V-Com unit has two MAC addresses one for control and the other for digital audio. Our unique ID start as
00:10:46:XX:XX:XX where Audinate unique ID start as 00:1D:C1:XX:XX:XX
It’s important to clarify QSC Q-Sys Core based systems and V-Com control IP must be allocated under the same
network and subnet.
Q: MY Q-SYS CORE CAN’T FIND MY V-COM. I PRESS A BUTTON/INPUT ON THE V-
COM AND NOTHING IS HAPPENING? V-COM COMPONENT IN Q-SYS SHOWS V-
COM OFFLINE OR THE ZONES ARE NOT SELECTED WHEN V-COM IS OPERATED?
This answer applies to any issues related to Q-Sys V-Com communication. Any of the following could be the
case:
•
V-Com isn’t properly configured (Incorrect IP and/or subnet, or incorrect router input set)
•
V-Com Q-Sys IP reference or remote port doesn’t match the network setup.
•
There’s a firewall preventing broadcast traffic from getting through to the V-Com.
•
Configured IPs (Q-Sys, V-Com) are on a different subnet.
