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Following steps can be used in scenarios where the issue is replicable and can be easily recorded in trace or syslog/logs. Troubleshooting of rare/random issues will be described further in this article. If you are using more than one 2N device, please do all the steps for all 2N devices. If calls are made between a 2N device and a 3rd party device, do the steps for the 2N device and, if possible, do it for the 3^rd party device as well. Please make sure that the issue is recorded in the files – it must occur during a test call.

Local and SIP Proxy (except My2N) calls

Calls are not reaching the destination

1) Start the trace on 2N device(s), use Remote Packet Capture

2) Make a test call

3) Download the trace and send it to us along with exact time of a test call

Call is set up, but there is no video/audio

1) Start the trace on 2N device(s), use Remote Packet Capture

2) Make a test call

3) Download the trace and send it to us along with exact time of a test call

Calls are made from intercom to more than one device and if picked up, rest of the devices continue ringing

1) Start the trace and syslog/log on all 2N devices, use Remote Packet Capture

2) Make a test call and answer it

3) Download the trace and syslog/log from all devices and send it to us along with exact time of the test call

My2N calls

Calls are not reaching the destination

1) Start the trace on 2N device(s), use Remote Packet Capture

2) Make a test call

3) Download the trace and Mobile Video app logs and send those to us along with exact time of the test call

Call is set up, but there is no video/audio

1) Start the trace on 2N device(s), use Remote Packet Capture

2) Make a test call

3) Download the trace and Mobile Video app logs and send those to us along with exact time of a test call

Troubleshooting of rare/random issues

It is possible that the issue happens only sometimes, and it is not possible to effectively replicate the issue. The standard method of trace capturing can’t be used here.

1) Port mirroring – vast number of routers offer this feature which enables to „mirror“ a port and then it is possible to capture network trace on a PC without a need for limiting the total duration or size of the trace. This can be used in cases where call issues happen, for example, once per day.

2) If the port mirroring is not possible for any reason, there is another option, using the intercom’s Local Packet Capture. In this case, intercom is using its own memory to store the last 4 MB of trace.

• If troubleshooting with this method is needed, we strongly recommend turning off call video, multicast, video streaming and all other features that increase the network traffic at the intercom’s side otherwise the 4 MB buffer gets full very quickly.
• When using this method, you need to turn on the local packet capturing and then leave it running until the issue occurs. As soon as the issue occurs, you need to download the trace. It is essential to do it as soon as possible so the traced call is still in the trace file.

3) In most cases it is useful to also use Syslog. It records basically everything that happens inside the intercom. It is possible to leave it recording for seven days. This is useful when there are possible hardware issues.