IS-IP FAQ

Listed below are the most frequently asked questions for the IS Series. If you are unable to find the information you are looking for please contact our Technical Support team.

 

 

How is the system programmed?

Using a PC, login into each device using a web browser for configuration.Click here to view the IS-IP QuickStart Programming Guide.


How do I find the IP Addresses of my IS-IP stations?
Download the IP Search Tool here. This tool will send a broadcast across the network and report back with the IP and MAC address of each station. Sometimes, the broadcast used to find the stations may be unable to traverse a managed network. If the search tool provides partial or no results, placing the stations on the same unmanaged switch as teh PC may improve results.

If the IP Search Tool still does not provide any results, you can log into each station using “Maintenance Mode” to find the assigned IP Address. Click here for further instructions.


Do the door release outputs need to be configured to function?

No, door release is available by default on all stations. On the back of each IS-IP door station there are a set of contacts labeled NC/COM/NO. As a reminder, individual door release is triggered while a door and master station are in communication, and connot be triggered without communication.

See diagram of an IS-IPDV below.

  • NC = Normally Closed
  • COM = Common
  • NO = Normally Open

What power supply do I need for my door strike or magnetic lock?

For that information you need to call the manufacturer of the door strike or magnetic lock. Aiphone cannot answer that question and cannot provide you with an acceptable alternative.


IS SOFT Error: “Communication with Central Control Unit Not Possible”.
This error may be caused by the following:

  • The connection port for IS SOFT does not match the connection port of your host device. The default port is 5060, and should not be adjusted without consultation with Aiphone Technical Support. Also not that this port is found under “Network Settings: Individual” when logged into the web GUI of the host station. This differs from the ports found under “IP Unit Registration” and should not match or overlap.
  • The Host IP Address listed in “Network Settings” of IS SOFT does not match the IP address assigned to the Host, found in “Network Settings:Individual” of the Host when logged into the web GUI.
  • The MAC address listed for IS SOFT does not match the MAC address listed in the web GUI of the Host station found under “IP Unit Registration”.

A Newly added door station beeps 3 times when attempting to place a call.

A newly added station must be configured as a Client, and then added to the existing system via the Host station’s web GUI. For steps on adding a new station to an existing IS-IP Series system, click here.


Audio but no video when an IS-IP door station calls an IS-IPMV or IS SOFT master station.

The following explaination is for when there is no video present when a door station places a call to a master station, but audio and door release function properly.

In the initial testing phase of this issue, a call should be placed (or station monitoring performed) from a master station, either from IS SOFT or IS-IPMV, to the door station. If there is video present during this test, continue reading the explaination of how Multicast is used with the IS-IP Series. If video is not present during this test, review the video port information found in the IS-IP Network Sheet with the network administrator.

The most common cause of this issue is that multicast groups have not been created or routed on the network.

There are several ways to troubleshooting a possible Multicast configuration or routing issue, ranging from basic system tests to more involved network packet “sniffing” or capturing.

An IS-IP Door Station uses Multicast to send video to the Master Stations it is programmed to call. On the other hand, an IS-IP Master Station uses Unicast when it directly calls a Door Station. For example, using a speed dial button or Station Search to manually select a Door Station it wants to speak to.

Knowing this, some reasonable conclusions can be made. If video is not present when the Door Station calls into a Master Station, but video is present when that same Master Station calls the Door Station directly. We can use other facts about the IS-IP system to narrow down the cause of the issue.

  • There is not a way to disable video in the programming of any IS-IP station.
  • Video displaying when a Master Station calls a Door station shows the LCD screen of the Master and the Camera of the Door Station are functioning correctly.
  • If the call-in takes place successfully and audio works, we know the stations are programmed to communicate with one another correctly.
  • If the video port was blocked, typically, video would not transmit regardless of the source of the request.
  • The feature of a Master Station calling a Door Station using Unicast, a protocol not requiring configuration, functions correctly.

For more information about how the IS-IP system utilizes multicast click here.


Adding a new station to an existing system.

A newly added station must be configured as a Client, and then added to the existing system via the Host station’s web GUI. For steps on adding a new station to an existing IS-IP Series system, click here.


How do I factory reset an IS-IP station?

Click here to view a knowledge base article on factory resetting an IS-IP Station.