CONTROL4 HIKVISION: Troubleshooting Door Station Call Failures

CONTROL4 HIKVISION: Troubleshooting Door Station Call Failures

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.

“Line Busy” or “Engaged” Tone When Dialing

Possible Cause:
The Intercom proxy settings may not contain valid SIP credentials.

Recommended Solution:

  1. Open the Intercom proxy and verify that the SIP Information section includes a valid SIP Username and SIP Password.

  2. 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.

  3. 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.

“Calling Failed” Message When Pressing the Dial Button

Possible Cause:
The SIP credentials may be missing or invalid.

Recommended Solution:

  1. Ensure the SIP Username and SIP Password are entered in the driver’s Properties tab.

  2. Use numbers only for the SIP Username — do not use “admin” or any text-based username.

  3. 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.

“Sorry, the Subscriber You Dialled Isn’t Available Now” announced by door station

Possible Cause:
The selected call group in the driver does not include a valid Control4 device (e.g. a touchscreen).

Recommended Solution:

  1. Confirm that your Call Group includes at least one valid device capable of receiving calls.

  2. 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.

Additional Notes

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.


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