Troubleshooting

In Settings/Connections , check:

• Username

• Password (passwords are case sensitive)

• DNS Name or IP Address of the host intercom system

• Host intercom system network TCP/UDP port (default 6001)

If your network connection to the host intercom system fails:

• Check if you can ping the host intercom system

• If you can ping the host intercom system but cannot connect, the problem may be that the port that Station-IC uses on your local network is blocked. Check with your network administrator.

• If the problem is not with the network, it may be that your network connection is not providing enough bandwidth to support Station-IC.

Are you connecting to your own host intercom system? If you are connecting to your own Eclipse matrix or LQ unit, and the issue is not with your local firewall (the port is closed) then check the following details with your system administrator:

• Hardware: is an IVC-32-HX or an E-IPA-HX card installed and configured on the matrix?

• Software: is the matrix running on Eclipse EHX 12.1 or above? Is the LQ unit (all the units if you are connecting to a Link-Group) running LQ 4.2 or above?

• Eclipse configuration: is the Station-IC client correctly configured in this system?

• Check that the firewalls are configured to allow Station-IC to access. This includes the firewalls set on your PC and those set on the host intercom system.

• LQ only: Role allocation; is another Role user still logged in to your Station-IC client? LQ (not EHX) is Role based. A Role may have many users, but only one user can log in to the Station-IC client at one time.

This is caused by unreliable IP infrastructure. Query your IP provider and make sure that your network resources are suitably configured.

Audio Delay

This fault is due to the inherent delay between the matrix and Station-IC. But certain devices may make this worse if they do not support low latency. Check your device capabilities under Settings.

Unwanted Echo

Some devices do not support acoustic echo cancellation (AEC) when in speaker mode. If one party has a device that does not support AEC, make sure that he uses a headset. Ask the other party to check his device capabilities under Settings.

Windows installation error:

If you see this popup, follow the instructions and click 'Open Setup Log' for more information.

Clear-Com strongly recommends re-installing Station-IC if you are prompted with a message of failed installation.