In case you have found any issue with the device, please report it via https://2n.force.com/support/login. If you do not have the access credentials, contact your account manager.
Alternatively, you can report your issue by creating a ticket here. Please follow steps below when reporting a technical issue:
- Describe your issue in detail
- Send us the current configuration file
- Send us the FW version and the Serial Number
- Capture a local Wireshark trace on 2N IP Intercom
- Capture a remote Wireshark trace on 2N IP Intercom
- Capture an internal Syslog on 2N IP Intercom
- Capture an external Syslog on 2N IP Intercom
Describe your issue in detail
Send us the description of the LAN topology, NATs, IP addresses, etc.
If you have an issue regarding electrical circuit please send us a diagram of your eletrical circuit.
Including specifications of the device being controlled by 2N IP Intercom eg. Magnetic locks, Electro-magnetic locks, Lights etc.
If your issue is clearly visible or heard eg. LED blinking, bad sound quality, please take a picture or record a video (eg. on a phone) and send it to us.
You can attach it to the e-mail or upload it to eg. WeTransfer, Dropbox or Google Drive and send us the download link.
Send us the current configuration file
Note: It is highly recommended to always use the newest FW version available on 2N webpage before you report a technical issue.
Send us the FW version and the Serial Number
Capture a local Wireshark trace on 2N IP Intercom
Start the capture by pressing the "Start" button, make a call and stop the capture by pressing the "Stop" button. Then download "hiptrace.pcap" file by pressing the "Save" button and send it to the support. Because the buffer for trace is limited, it is really necessary to start the trace right before you will make a test call and stop it right after.
Capture a remote Wireshark trace on 2N IP IntercomRemote packet capture serves for purposes of capturing larger portion of the network traffic related to the intercom, both by size and time. It is not being saved on the intercom but rather streamed into the device from where it was initiated on (usually your PC). Use the "Start" and "Stop" button respectively.
Capture an internal Syslog on 2N IP Intercom
If 2N Tech support asks you for a Syslog they usually want the setting that is shown in the picture below. Unlike in Wireshark trace the buffer is not limited by size but time.
Please set the Required Saving Time + Severity level according to 2N Tech support needs.
After setting press the "Start" button and the Syslog will automatically stop after the time you defined in Required Saving Time, then save the syslog.txt file and send it to us.
Capture an external Syslog on 2N IP Intercom
The external syslog is often use to capture syslog messages immediately after rebooting the device which often can't be done by internal Syslog.
Please fill the Severity Level according to 2N Tech support needs. You will need a syslog server where the messages from the device will be sent.
Set the Server Address in our example we use 192.168.1.15 - IP Address of a PC where SyslogWatcher is installed
Using SyslogWatcher -> downloadable here
Start the server - it will take a few seconds until you see any messages
Stop server - press after you are done with capturing
Export - press this button to export messages to file
Export Settings - Choose the time from/to according to what 2N Tech support demands (1h, 24h)
Custom files (CSV/XML/TXT/JSON/etc) - type of file
Export folder - choose path to save the file
Filename - name of the file (in default it is date of Syslog capturing) -> export the file with .txt suffix and send it to us
- Last update: 9th December 2022