FAAC 4401, Руководство по установке, Страница: 51 / 60

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Troubleshooting
It is worth remembering that when you install this intercom, you are only supplying one piece of
the overall system. The
customer’s chosen device
will be connected to WIFI or a different
cellular network which means there are now three pieces to this system.
Anything can go wrong with any part of that entire system. Therefore, it is a useful exercise to
attempt to prove to the customer that the intercom hardware is working and operational before
attempting to diagnose the root cause.
We can say without doubt that when we do get hardware failures, the above process will not work,
and you will not get video and voice to the phone in a direct connection like this.
Below are the most common causes of problems with installs, starting with the most common first.
Symptoms caused Problem/error Solution
App showing offline status, video
image shows “fetching, long lag
on calls, intermittently showing
online/offline, delayed push
notifications. 4G Router Signal / APN
Settings Connect to the 4G router via LAN
cable and test if you can load a
web page. If not check the signal
levels and APN settings to
ensure they match the SIM
network.
Delayed push notifications, video
lag, voice problems, freezing,
relays not opening the gate. Wrong power cable (too
thin) installed from 24v
adaptor to the intercom,
or power adaptor too far
from intercom. Change the power cable to
specifications shown within this
manual.
Lagging video or audio, delayed
notifications, status showing
intermittently online/offline, no or
randomly operation of push
notifications. Poor GSM signal Reboot the router and then try
again. Connect to the 4G router
via LAN cable and check the
signal level. If low check with the
coverage via the network
providers website.
Can randomly display status “id
already in use”
Additional user added
incorrectly. When an additional user was
being added, the process was
done incorrectly. Additional users
MUST be added by the admin
device first, with separate
usernames created for each. The
new usernames and passwords
must be used by the new devices
as shown in this manual to logon
to the intercom.
App shows online when phone is
in the same network but offline
when phone on 3G/4G or on a
remote Wi-Fi network, App works
fine remotely to view gates but
push notifications are not working
at all.
Commercial firewall This will be a job for the IT
provider for the business. A port
will need opened to allow P2P
and PUSH notification traffic to
pass through the firewall.
Recommended unassigned ports
which your network administrator
can open are 6806, 6809 and
9123, 9124.