Common issues and troubleshooting for the Video Intercom Reader Pro

• Unlocks for the intercom not triggering the door (or blue LED on intercom)

• Card reads are not registering/scanning

• False touches

• Name not found by intercom when using Direct Connect

• The user is not getting notifications for calls

• Video not streaming from the intercom/slow connection times or disconnects

• Caring for the lens

Issue:

Unlocks for the intercom not triggering the door (or blue LED on intercom)

What to check:

• Since The Video Reader Pro and Video Intercom Reader Pro cannot perform door unlocks directly from the device, it should be used with a separate ACU to control all door functions. In Avigilon Alta Access, check the entry configuration (Sites > Entries). Usually, for a Video Reader Pro or Video Intercom Reader Pro, the Entry should be configured with that device as the Controller and the Reader. Those functions, such as Entry/Exit Device and Contact Sensor, should point to the ACU dedicated to controlling those entry functions. See How do I create a Video Reader / Video Intercom Reader entry?

Issue:

Card reads are not registering/scanning

What to check:

• The card reader of the Video Reader Pro and Video Intercom Reader Pro is positioned in the blank space above the “wave” circle and below the camera. Cards placed over the circle will not register as the sensitivity is not strong enough to recognize the card at that distance. See Scanning a Card Credential.

Issue:

False touches

What to check:

• In some installations utilizing wave to unlock, it may be possible that false touches may occur. If this occurs, you should modify the sensitivity of the Wave Detection Range under Sites > Entries > Reader to be at “Near Wave” or “Touch”.

Issue:

Name not found by intercom when using Direct Connect

What to check:

• Look up the user under Users > User and check their “Linked intercom profiles” list to see if they have the desired intercom and routing profile listed.

  • If the intercom and routing profile are not showing there, the user should be added to the related access group used in the routing profile under Users > Access Group. See Routing Profiles.

Issue:

The user is not getting notifications for calls

What to check:

In general:

• For Front Desk profiles, ensure the user is part of the Access Group used for the Routing Profile.

What to check in Alta Access:

• For Unit Connect profiles, first double-check that the desired user was added to the Access Group under Users > Access Groups. Second, check the Unit configuration under Sites > Buildings > Units to ensure the user was assigned to the required Unit.

• Toggle Enable Intercom Notifications under user Profile > Settings.

Mobile IOS:

• Double-check that the Avigilon Alta Open app has been updated to the latest version available.

• Ensure the Avigilon Alta Open app has permission to send notifications and that they are given high priority (time-sensitive) so the phone's focus settings do not suppress them. 

  • Allow Notifications must be enabled

  • Time Sensitive Notifications must be enabled

  • Banner Style must be Persistent

  • Show Previews must be set to Always

Mobile Android:

• Android (may differ based on version)

  • Notifications must be enabled

  • Avigilon Alta Open Call Notification must be enabled

Issue:

Video not streaming from the intercom/slow connection times or disconnects

What to check:

• Ensure the internet bandwidth available at the location is enough to support the upload and download speeds required to support the video devices and other communications at that location. Insufficient network bandwidth or Internet bandwidth will result in long video load times and delayed notifications.

• The recommended upload speeds for 1 Video Reader Pro or Video Intercom Reader Pro.

(Double for each Video Reader and Video Intercom reader added)

• Quality:

  • Low: 1Mb

  • Medium: 2Mb

  • High: 8Mb

• Ensure the intercom has internet connectivity, and double-check that the site network is not blocking any of the required ports.

• To ensure reliable audio and video, we require allowing access to the outbound UDP ports listed below. Additionally, please ensure UDP hole-punching is enabled (or disable symmetric NAT).

  • TCP port 443

  • UDP port 123

  • UDP port 3478 - TURN/UDP servers that assist in establishing connectivity

  • UDP 50000 - 60000 - UDP connection for WebRTC

• The Video Reader Pro and Video Intercom Reader Pro are the best fit for answering calls and viewing recorded events. Long-term live viewing is not a recommended use case through Alta Access as the likelihood of bandwidth limitations or network interruptions may cause issues with the viewing experience. An ideal way to utilize the Video Reader Pro and Video Intercom Reader Pro as surveillance devices would be to connect them with an NVR such as the Avigilon Atla Aware platform so live views of multiple cameras can be watched without interruption.

Caring for the lens

• To ensure a proper seal is kept around the camera lens, cleaning the lens should be done carefully so as not to damage the rubber gasket. Be sure to avoid using chemical cleaners that may weaken the rubber gasket's seal.
  Do not use microfiber cloths as these may catch on the rubber gasket and could cause the gasket to be pulled out.

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