When a Hikvision door station call fails, you may encounter one of several common error responses. Below are the most frequent messages and the recommended steps to resolve each issue.
Possible Cause:
The Intercom proxy settings may not contain valid SIP credentials.
Recommended Solution:
Open the Intercom proxy and verify that the SIP Information section includes a valid SIP Username and SIP Password.
If the fields are empty or incorrect, re-enter the correct SIP Username and SIP Password, then select the appropriate Call Group in the driver’s Properties tab.
After updating, perform the following steps in order:
Refresh the Gateway
Refresh Navigators
Open the Intercom menu on a touchscreen to confirm that at least one device is available to receive calls.
Possible Cause:
The SIP credentials may be missing or invalid.
Recommended Solution:
Ensure the SIP Username and SIP Password are entered in the driver’s Properties tab.
Use numbers only for the SIP Username — do not use “admin” or any text-based username.
After saving, complete the following steps:
Refresh the Gateway
Refresh Navigators
Open the Intercom menu on a touchscreen to verify that at least one device is ready to receive the call.
Possible Cause:
The selected call group in the driver does not include a valid Control4 device (e.g. a touchscreen).
Recommended Solution:
Confirm that your Call Group includes at least one valid device capable of receiving calls.
If valid devices are listed, try performing these steps in sequence:
Refresh the Gateway
Refresh Navigators
Open the Intercom menu on a touchscreen to ensure that the system is ready to receive calls.
A common issue occurs when the Control4 system and Communication Agent are not yet ready to receive a call after performing a refresh. Opening the Intercom menu on a Navigator ensures the system is properly initialized and ready to handle incoming calls from the door station.