If you don't see any screenshot in your My2N App call history, or on your Answering unit call history, or if sometime they don't appear, why is that and what can be done?

The most important to know, is that those screenshots are personal data that provides you with a call activity log (an image preview in the call log that shows who tried to call the user with an intercom). The legal basis for this processing is the performance of our mutual contract. Photos taken by our Devices are only transmitted via 2N’s switchboard in a communication network, not stored by 2N (https://my2n.com/legal/privacy-notice/v5)

This implies that if the devices being called are not able to receive the call(s), the screenshots will not appear.

So you can get such screenshots in the App Call history:

Or in the Indoor station call history:

This can be caused by multiple causes and you are able to avoid some of them.

• The calling device does not have a camera or video codec enabled.

            This is very easy to check, as you usually do not have a screen capture, but you also don't see any video when the call is answered.

            To see if a 2N intercom has a camera, navigate :

            In the Old Web Interface, to State-->Device-->Device features and see if a camera is integrated:

           In the New Web Interface, to Dashboard and you will directly see if there is a camera integrated:

            If there is an integrated camera, verify if some video codec is enabled. If 2 are available, it is worth enabling both of them, in the Old, then, in the New Web Interface:

and 

• The device has camera, video codec enabled but there is too much packet loss in the communication and the mobile (or the answerimg unit) cannot download properly the screenshot

            In this case, try to change the connectivity of your mobile from WiFi to Mobile Data and the packet loss should be decreased and you should get the screenshots.

• The intercom is calling a call Group and another device answered before your mobile was even alerted:

           The intercoms is calling a ring group made of multiple answering units and mobiles. Your mobile is in your pocket or on the table in sleeping mode and needs few seconds before to get  activated. If the call is answered elsewhere before your mobile got alerted, you will receive a missed call notification but no screenshot.

• You have an iOS device, and despite your mobile is ringing, you decided not to answer. Again you won't get screenshot, unless you choose the Banner Mode (follow instructions and explanations from https://www.2n.com/en-GB/faqs/ios-no-video-preview-fullscreen-banner-mode-kA0Rn000000r67RKAQ?category=apps-and-software&product=my2n-app).

• You are already in another call, even GSM call, your mobile will get a notification but if you don't answer the call, you won't get any screenshot.