This FAQ describes, what you have to check when issues with your My2N account and related devices appear. In most of the cases a malfunction is caused by some missing configuration. Below you find the most common issues and their solutions. FAQ describes possible issues on side of My2N server, intercom or your mobile device. Not all the steps will give you a solution, but some of them will give you a root of the problem, which you can later report via the support form in your My2N account.

 

What should I check on the side of the My2N 

Are the devices successfully added, enabled and registered?

On the page "Mobile Video->Settings" you can find overview of all the added devices. The column "Device status" shows current status of the device.

 


Are subscriptions for the devices already purchased?

On the page "Mobile Video->Settings" you can find overview of all the added devices. The columns "Device status", "Subscription fee" and blue links "ACTIVATE" and "PURCHASE" will hep you to determine what is the device’s current status in terms of subscription. Other device states from above are still applied. 

 

Are there any Phonebooks created?

In case that everything from the previous step looks fine but you are not able to reach any device from your mobile app, then the devices are not in the Phonebook or in different one. If not configured other way, app is using the default phonebook. You can check it on the page of the particular device.


In section "Mobile Video->Phonebooks" you can check which devices are added to the default phonebook or create another one. 

What should I check on the side of the My2N® Mobile Video application

 

Tip:

What should I check on the side of the 2N® IP intercom

Below you will find a few steps which need to be checked on the side of the intercom in case of any issues. However before you will continue with these steps always check whether the intercom has the current FW version! The latest FW version for the intercoms can be always downloaded from our website here.

Is configuration of the intercom configured to automatic mode or manual?

You have to options how to configure the intercom. First of them is via Auto Provisioning and you can enable/disable it in the section "System->Auto Provisioning->My2N". When the feature is enabled, then the device is configured automatically by the My2N server regarding to your call settings. 

If you rather would like to configure the intercom manually, then please follow this FAQ. It describes how to set SIP account and buttons of the intercom.

Has the intercom proper connectivity to the internet?

The simplest way how to check internet connection for the intercom is using of the in-built ping tool. It can be found in the section "System->Network->Basic->Tools". You can ping the My2N server directly on address:

When you need to use a static IP address (can be configured in section "System->Network->Basic"), do not forget to also fill in the DNS servers! If you won't, then the intercom won't be able to ping the My2N server or even register with it, as it won't be able to resolve the domain! 

Once you will be sure about connectivity for the intercom, you can also check registration status of the intercom in the section "Services->SIP2->SIP Registrar->Registration State"

 

Router settings 

If your router supporst SIP ALG  and UPnP features please make sure that the settings of those parameters are following: 

UPnP (Universal Plug and Play) - is a set of networking protocols that permits networked devices, such as personal PCs, printers, mobile devices and so on to seamlessly discover each other's presence on the network and establish functional network services. For more info click here

SIP ALG (SIP Application Level Gateway) - This service is intended to prevent some of the problems caused by router firewalls by inspecting VoIP traffic and if necessary modifying it. For more info click here.


What are the further steps when nothing from above helped?

When you go trough all the steps mentioned above and also other FAQ's about My2N service and you are still not able to make the whole setup work, then you can contact 2N tech. support directly from the My2N portal. Support link is always at the left bottom corner of the web page. Once you click on it, you can describe your issue via our online form. Always describe your issue in detail as the most possible detailed info can speed up whole troubleshooting process. 


Which details you should provide to Technical Support?

To be able to identify the root cause of the issue it is always better to provide as much info as possible. Here is the list of the most common questions that should be provided during the initial phase of the troublesooting:

You can also use our troubleshooting document where the basic troubleshooting steps are described. You can download the document here.