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Checklist for common problems

Sort Model Checklist Problem cause and suggested fix menthod
Power All Cannot power on with POE Replace another Ethernet cable. If the problem still exits, check if another device can be powered by the same PoE-compliant switch. If not, generally something is wrong with the PoE-compliant switch. If the problem still exits, generally something is wrong with the mainboard.
Cannot power on with AC adapter Replace another AC adapter. If the problem still exits, maybe there is something wrong with the mainboard.
Network R5X/R4X IP phone 1. Internet port cannot obtain IP address while the PC port can still obtain IP address
2. Internet port can obtain IP address while PC port cannot obtain IP address
3. Both Internet and PC ports cannot obtain IP addres
Change another Enternet cable or switch and make sure that it is connected well. If the problem still exits, maybe it is something wrong with the network port or mainboard.
Others 1. Powe up but cannot obtain the IP address when connecting to the POE switch Maybe there is something wrong with the network port or the mainboard.
IP call All 1. The phone cannot receive any call from other party.
2. The phone cannot receive the direct IP call but can receive the SIP call
1. Please check whether the DND is on.
2. Please go to web - Account - Advanced and check whether the “Prevent SIP hacking” is enable. If so, please disable it and try it again.
Live view Doorphone 1. Cannot see the rtsp video stream.
2. Cannot see the video on the web - Live stream.
1. Please go to web - Intercom - RTSP to check whether the RTSP is enable.
2. Please clean the browser cache and go to web - Intercom - RTSP to check whether the RTSP is enable.
Upgrade All After upgrade to a new firmware, the version is still the same 1. Please check whether the fimeware version that going to upgrade is already the same as the current version.
2. Please check whether the version is used for this model.
3. Please check during downloading the firmware whether the device shows“ Poor network”. If so, please check the network speed and change to a better network environment.
Unlock Door phone 1.Doorphone cannot unlock when receiving the DTMF code
2. Doorphone cannot unlock when receiving the http command
1. Please go to phone's web - Intercom - Relay and check the DTMF code.
2. Please check the other side is on the contact list or push button number of the doorphone.
3. Please go to phone's web - Intercom - Relay and check whether the “open relay via http” is enable and the account/password is correct.