Q and A

OPERATION

Q

Hands-free communication and communicating by using a handset, stand microphone, stand speaker, etc. are not possible with an IP master station (IS-IPMV) or PC master station (IS-SOFT).

System : Network direct system, Standard (IP) system

Products : IS-MV, IS-IPMV, IS-SOFT

A

In the press-to-talk mode, hands-free communication is not possible. You also need to press the "TALK" button to talk when using a handset.

Q

During scan-monitoring, talk, door release, Zoom/Wide, Pan & Tilt, or adjusting image cannot be performed with an IP master station (IS-IPMV) or PC master station (IS-SOFT).

System : Local system, Network direct system, Standard (IP) system

Products : IS-MV, IS-IPMV, IS-SOFT

A

The above operations are not possible during scan-monitoring. Also, images are displayed in the Wide mode only.

Q

The call transfer setting is disabled.

System : Local system, Network direct system, Standard (IP) system

Products : IS-MV, IS-IPMV, IS-SOFT

A

A call that has been transferred once by the call transfer setting cannot be transferred again by the call transfer setting.

Q

A call cannot be transferred to the destination even if a call transfer setting has been made with master station.

System : Local system, Network direct system, Standard (IP) system

Products : IS-MV, IS-IPMV, IS-SOFT

A

If both call transfer setting and transfer schedule setting are made to a destination, the transfer schedule setting takes priority. Cancel the transfer schedule setting.

Q

A call cannot be transferred to the destination (a remote site) even if a call transfer setting has been made with master station.

System : Network direct system, Standard (IP) system

Products : IS-MV, IS-IPMV, IS-SOFT

A

When both master station A and remote site A are set as the destination of call from a sub station, a call transfer setting from master station A to remote site B is disabled (because the call from the sub station to remote site A takes priority).

Q

Clicking the "Video x3" button in the main window of the PC master station does not change the size of the Main window.

System : Network direct system, Standard (IP) system

Products : IS-SOFT

A

The resolution of the PC's display must be 1920 X 1200 or higher to display the "x3" size Main window.

Q

Video/audio recording is not possible with the PC master station (IS-SOFT).

System : Network direct system, Standard (IP) system

Products : IS-SOFT

A

  • Recording is no longer possible if the total amount of recorded files exceeds the “Max. Recording Space” set in the Setting window, or the total number of recorded files exceeds the maximum number (1,000). Check the settings in the Setting window.
    The recorded files are not overwritten. Delete the unnecessary files periodically.
  • Recording is not possible if "Directory of recorded video and audio" in the [Preference 1] setting is not set correctly. Check the setting in the Setting window.

Q

A call tone is not heard from the PC master station (IS-SOFT).

System : Network direct system, Standard (IP) system

Products : IS-SOFT

A

Check the following set contents and adjust the volume.

  • [Preference 1] - "Event Action" - "Call tone"
  • [Maintenance] - "Device" - "Call tone"
  • Tone volume setting on the Volume control window
  • Volume setting on the PC

Q

No sound is heard from the other side while talking with the PC master station (IS-SOFT).

System : Network direct system, Standard (IP) system

Products : IS-SOFT

A

Check the following set contents and adjust the volume.

  • [Maintenance] - "Device" - "Speaker (receive)"
  • Speaker (receive) volume setting in the Volume control window
  • Volume setting on the PC

Q

Sounds from this side are not heard at the other side while talking with the PC master station (IS-SOFT).

System : Network direct system, Standard (IP) system

Products : IS-SOFT

A

Check the following set contents and adjust the volume.

  • [Maintenance] - "Device" - "Microphone (transmit)"
  • Microphone (transmit) volume setting in the Volume control window
  • Volume setting on the PC

Q

A ring of tone is generated on some master stations and not on others when starting chime paging.

System : Local system

Products : IS-MV

A

A ring of tone will not be generated when the target zone includes a master station. A ring of tone is generated when the target zone includes no master station.

Q

No sound is output from the external speaker connected to a room sub station (IS-RS).

System : Local system, Standard (IP) system

Products : IS-RS

A

Select "External speaker" under "Speaker" in the [Advanced station settings] window for IS-RS in the system settings using a Web browser.

Q

Though the name plate lights up, the status LED does not light up on the video door station (IS-DV, IS-DVF).

System : Local system, Standard (IP) system

Products : IS-DV, IS-DVF

A

Register the corresponding sub station correctly in the [Registering stations] window in the system settings using a Web browser.

Q

The STATUS LED of the central control unit is blinking.

System : Local system, Standard (IP) system

Products : IS-CCU, IS-IPC

A

·ON/OFF/ON/OFF/ON/OFF: 1s/0.25s/0.25s/0.25s/0.25s/0.25s
 No response from the DHCP server, though the setting of DHCP is ON.

Q

The STATUS LED of the central control unit is blinking.

System : Local system, Standard (IP) system

Products : IS-CCU, IS-SCU, IS-RCU, IS-IPC

A

·ON/OFF: 0.25s/0.25s
 There may be a faulty connection. Check the connections of the registered stations with "Connection check" in the [Registering stations] window in the system settings using a Web browser.

Q

The electric door strike cannot be operated continuously.

System : Local system, Standard (IP) system

Products : IS-MV, IS-IPMV, IS-SOFT

A

The door release operation is disabled for approx. 3 seconds after operating the electric door strike.

Q

Video signals are output from VIDEO OUTPUT V1 or V2 of the central control unit (IS-CCS)/add-on control unit (IS-SCU) in some cases, however no video signal is output in other cases.

System : Local system, Standard (IP) system

Products : IS-CCU, IS-SCU

A

The output destination differs depending on the video path used when calling. Also, video images are output only from the video door station connected to each control unit directly.

Q

No sound is output from the external speaker connected to the A+A- terminals of a master station directly, or the sound volume is extremely low.

System : Local system, Standard (IP) system

Products : IS-MV, IS-IPMV

A

The external speaker cannot be driven even though it is connected directly. Use a power amplifier (output impedance: 600Ω, output level: 0.05V).

Q

No connection can be made with an IP master station (IS-IPMV) or a remote site.

System : Local system

Products : IS-MV, IS-DV, IS-DVF, IS-RS

A

An IP control unit (IS-IPC) is needed to connect with an IP master station (IS-IPMV) or a remote site.

Q

Sounds or images are interrupted during talk.

System : Network direct system, Standard (IP) system

Products : IS-IPMV, IS-IPDV, IS-IPDVF, IS-SOFT, IS-MV

A

The Standard (IP) System and Network Direct System use multicast packets. If the band limiting function for multicast packets is enabled on the hub (switch) or router you use, sounds or images may be interrupted. Lift the band limitation for multicast packets.
Also, if the IGMP function is disabled, multicast communication cannot be performed normally. Enable the IGMP function.

Q

The station name is not fully displayed on a master station monitor (IS-MV, IS-IPMV) in standby mode.

System : Network direct system, Standard (IP) system

Products : IS-MV, IS-IPMV

A

A station name is displayed using up to 16 characters due to screen size restrictions, even though the registration can use up to 24 characters.

Q

A target station cannot be found by "NAME SEARCH" on a master station (IS-MV, IS-IPMV, IS-SOFT).

System : Network direct system, Standard (IP) system

Products : IS-IPMV, IS-MV, IS-SOFT

A

With the "NAME SEARCH" function, do not input a space included in the name. e.g.) To search for "A 101", input "A", "1", "0", then "1". If "A", a space, "1", "0", then "1" is inputted, the search will not be performed.

Q

IS_IPSEARCH.exe cannot be run and an alert is displayed.

System : Network direct system, Standard (IP) system

Products : IS-IPMV, IS-IPC, IS-SOFT, IS-CCU

A

Microsoft .NET Framework 2.0, 3.0 or 3.5 is required to use IS_IPSEARCH.exe.
(You do not need to install Microsoft .NET Framework 2.0, 3.0 or 3.5 if using Windows Vista or Windows 7. It is already installed by default.
When using Windows 8, perform the installation by following instructions in the displayed dialog boxes (an internet connection is required.))

[Installing .NET Framework 3.5]
Access the site of Microsoft from the linked URL below, and then download .NET Framework 3.5. Log on to the PC as an administrator, and install .NET Framework 3.5.
(English)
http://www.microsoft.com/downloads/en/details.aspx?FamilyID=d0e5dea7-ac26-4ad7-b68c-fe5076bba986

Q

[When IPv6 is used] An unintended IP address is displayed when IS units are searched for with IS_IPSEARCH.exe.

System : Network direct system, Standard (IP) system

Products : IS-IPMV, IS-IPC, IS-SOFT, IS-CCU

A

An IP address that differs from the setting may be used for start-up if addresses could not be acquired due to failure of automatic IP address assignment or duplicate addresses. Access the setting window of the web browser to check the settings of IS units.

Q

[When IPv6 is used] Factory default IS units cannot be searched for with IS_IPSEARCH.exe.

System : Network direct system, Standard (IP) system

Products : IS-IPMV, IS-IPC, IS-SOFT, IS-CCU

A

Factory default IS units are activated by IPv4. Select "IPv4" for IS_IPSEARCH.exe to search for factory default IS units.

Q

The frame rate is degraded while calling, talking or monitoring.

System : Network direct system, Standard (IP) system

Products : IS-MV, IS-IPMV, IS-SOFT

A

When an image is displayed on the monitor while calling, talking or monitoring in the Standard (IP) System or Network Direct System and communications congestion continues for a while, the system automatically adjusts the frame rate.

Q

The image from a video door station is not displayed on the monitor of an IP master station (IS-IPMV) or PC master station (IS-SOFT).

System : Network direct system, Standard (IP) system

Products : IS-MV, IS-IPMV, IS-SOFT

A

When ADSL etc. is used and internet speed is low, no image may be displayed on the monitor of an IP master station (IS-IPMV) during a call. Set "Frame Rate" to "1 fps" and "Quality" to "Low" at the "Video setting" window in the system settings using a Web browser.

Q

Audio and video communication among sites cannot be performed.

System : Network direct system, Standard (IP) system

Products : IS-IPMV, IS-IPDV, IS-IPDVF, IS-SOFT, IS-IPC

A

Ensure the "Default Gateway" setting at the "Network setting: Individual" window is set to all of the IP units.

Q

Some of the call and paging function among sites is disabled.

System : Network direct system, Standard (IP) system

Products : IS-IPMV, IS-IPDV, IS-IPDVF, IS-SOFT, IS-IPC

A

The number of ports on a router that can be used for connecting to the Internet is limited. Communication among sites may be restricted depending on unit usage.
e.g.) One port is needed for calling, paging, talking and video respectively.

Q

The characters in the received e-mail get garbled.

System : Network direct system, Standard (IP) system

Products : IS-IPMV, IS-IPDV, IS-IPDVF, IS-IPC

A

Change the encoding setting and try again.
European (ISO-8859-1), Japanese (ISO-2022-JP = JIS)

Q

An e-mail by the system start up is sent twice.

System : Network direct system, Standard (IP) system

Products : IS-IPMV, IS-IPDV, IS-IPDVF, IS-IPC

A

An e-mail by the system start up is sent when an IP unit used as the host unit starts up. However, when an IP control unit (IS-IPC) is set as the host unit, starting up a central control unit (IS-CCU) or room sub control unit (IS-RCU) connected to the IP control unit (IS-IPC) directly will also send an e-mail.

Q

Notes about sending e-mail

System : Network direct system, Standard (IP) system

Products : IS-IPMV, IS-IPDV, IS-IPDVF, IS-IPC

A

Ensure the "Default Gateway" and "DNS Server" settings at the "Network setting: Individual" window are set to all of the IP units.
Also, make sure that the IP version used in your IS system supports SMTP servers and DNS servers.

SETTINGS

Q

Display processing of the "Advanced station settings" window in the system settings using a Web browser takes a long time, or an error message is displayed.

System : Network direct system, Standard (IP) system

Products : IS-IPMV, IS-IPDV, IS-IPDVF, IS-IPC

A

Disable the AOL Toolbar, an add-on for the browser, if it is enabled.

Q

Display processing of the "Chime schedule setting" or "Transfer schedule setting" window in the system settings using a Web browser takes a long time.

System : Network direct system, Standard (IP) system

Products : IS-IPMV, IS-IPDV, IS-IPDVF, IS-IPC

A

Disable the Credential Manager for HP ProtectTools, an add-on for the browser, if it is enabled.

Q

A language different from the selected one is displayed in the system setting window using a Web browser.

System : Network direct system, Standard (IP) system

Products : IS-IPMV, IS-IPDV, IS-IPDVF, IS-IPC

A

In some cases, a language different from the selected one is displayed after the language is selected in the system setting window using a Web browser. Temporary Internet files or cookies may be damaged. Log out of the system once, and then log in again. If there is no improvement, select the Internet Explorer's "Tools" - "Internet Options" - "General" tab, and then delete the temporary Internet files and cookies.

Q

When registering stations with Internet Explorer 6.0, the setting result cannot be saved normally.

System : Network direct system, Standard (IP) system

Products : IS-IPMV, IS-IPDV, IS-IPDVF, IS-IPC

A

Use Internet Explorer Ver. 7.0 or later.

Q

The system setting window cannot be displayed using a Web browser.

System : Local system, Standard (IP) system

Products : IS-IPMV, IS-IPDV, IS-IPDVF, IS-IPC, IS-CCU

A

  • When the IP address is set to "Static IP Address", access the set IP address using HTTPS (HTTP over SSL/TLS) as "https://XXX.XXX.XXX.XXX/" from Internet Explorer.
  • When the IP address is set to "DHCP", access the IP address assigned by the DHCP server as "https://XXX.XXX.XXX.XXX/".
    If you do not know the assigned IP address, search for it by activating "IS_IPSEARCH.exe".
  • If an IP address cannot be acquired by DHCP server when the IP address is set to "DHCP", use the default address. (*)
    From Internet Explore, access "https://192.168.0.30/" for the central control unit (IS-CCU), and access "https://192.168.0.40/" for others.
    (*) It takes approx. 30 seconds until the default address is set.
  • Enable the following settings in Internet Explorer.
    • Enable SSL 3.0 or TLS 1.0.
    • Enable JavaScript.
    • Enable Cookies.

Q

The system is not updated with the contents set in the system settings using a Web browser.

System : Local system, Standard (IP) system

Products : IS-IPMV, IS-IPDV, IS-IPDVF, IS-IPC, IS-CCU

A

Click "Temporarily stored" in each setting window to update the system with the set contents.
Update the system in the [Updating the system] window after temporarily storing all setting windows has completed.

Q

An MP3 sound source cannot be played when performing chime paging.

System : Local system, Standard (IP) system

Products : IS-CCU

A

Delete the ID3 tag of the MP3 file.
(The ID3 tag can be deleted with MP3 tag editing software such as "HeadStrong ID3KILL", which is freeware.)

Q

No connection can be made with an NTP server.

System : Local system

Products : IS-CCU

A

Set up an NTP server. (e.g.: "time.nist.gov")

Q

Are there precautions regarding setting the current date and time through synchronization with an NTP server?

System : Local system

Products : IS-CCU

A

Make sure that the IP version used in your IS system supports NTP servers and DNS servers.

Q

The link/ACT indicator lamp of the central control unit is off.

System : Local system, Standard (IP) system

Products : IS-CCU, IS-IPC

A

  • Confirm that the power of the hub (switch) of router is on.
  • Replace the LAN cable with another one if available to check whether or not the LAN cable is broken.

FIRMWEAR UPDATE

Q

The firmware update failed.

System : Network direct system, Standard (IP) system

Products : IS-IPMV, IS-IPDV, IS-IPDVF, IS-IPC, IS-CCU

A

Select Internet Explorer's "Tools" - "Internet Options" - "General" tab, and delete the temporary Internet files, history, form data, etc., and then try the firmware update again.