If the video is not working, there could be many things that can prevent a video stream to be visible. Let's check the solutions below:

• Easy

  • 1.1 Check if your intercom is equipped with a camera

  • 1.2 Check if the camera is not damaged

  • 1.3 Try to re-install the application

  • 1.4 Try to use different connectivity

  • 1.5 Try to use a different phone (same network)

• Medium

  • 2.1 Check if the H.264 codec is enabled

  • 2.2 Check if the H.264 payload is correctly set up

  • 2.3 Enable/Disable Adaptive Video Quality

  • 2.4 Disable HW video decoding

• Hard

  • Check if your firewall does not block certain ports

• The video still does not work

 Always check if you are running the latest possible version on the intercom and on the 2N^® Mobile Video application!

Easy

1.1 Check if your intercom is equipped with a camera

• • Login to the intercom's web interface

  • Navigate to the green section Status > Device

  • Look for "Device Features"

1.2 Check if the camera is not damaged

• You can check the camera stream in the Intercom device:

  • Login to the intercom's web interface

  • Navigate to section Hardware > Camera > Common Settings

  • Open the "Live Preview"

  • Visually inspect the camera stream

1.3 Try to re-install the application

• • Find the 2N Mobile Video application on your phone

  • Uninstall the app

  • Install the app back from the app store (Google Play/App Store)

  • Login back to the app using the QR code

  • Make a call and check if the video is working

 1.4 Try to use different connectivity

• If the video is not visible on the Wi-Fi

  • Try to use a different Wi-Fi network (public, friend's, neighbour's, hotspot from the mobile network)

• If the video is not visible on mobile data

  •  If possible check with a different SIM card

 1.5 Try to use a different phone (same network)

• Try to use a different phone on the same network

• If possible try to use a phone with a different operating system (Android/iOS)

Medium

2.1 Check if the H.264 codec is enabled

• Make sure the video codec (H.264) is correctly set up in the Intercom unit:

  • Login to the intercom's web interface

  • Navigate to the section Calling > SIP 2 > Video

  • H.264 codec should be enabled (preferably set as 1 (highest))

 2.2 Check if the H.264 payload is correctly set up

• Make sure the video codec (H.264) payload is correctly set up in the Intercom unit:

  • Login to the intercom's web interface

  • Navigate to the section Calling > SIP 2 > Video

  • Open the menu Extended Codec Settings (hidden by default)

  • Check if the default payload for Baseline Profile, Packetization Mode 1 is 123

  • Check if the default payload for Baseline Profile, Packetization Mode 0 is 124

  • If not, change the payload to default values and save the changes

 2.3 Enable/Disable Adaptive Video Quality

• Sometimes enabling/disabling the Adaptive Video Quality will resolve issues related to the video not showing up properly:

  • Login to the My2N portal

  • Navigate to the device (Intercom)

  • Open the 2N Mobile Video menu

  • Disable/Enable the Adaptive Video Quality

  • Test if you can see the video

 2.4 Disable HW video decoding

• • Open the 2N Mobile Video application

  • Open the configuration

  • Scroll all the way does and open Advanced Settings

  • Turn OFF the Video HW decoding

  • Restart the application

Hard

Check if your firewall does not block certain ports

• • Open your router's web interface (or your firewall directly if it is not part of the router)

  • Navigate to the section firewall

  • Set up a rule in your firewall

The video still does not work

• If you have gone through all the steps and video still does not show up:
  • Contact your Intercom Administrator, Property Manager or person responsible for configuration of the Intercom/My2N site
  • Contact us here: Technical Support - 2N