Troubleshooting

Issue Solution
The Call functionality on my analog beltpack is no longer working. HelixNet Partyline operates at different voltage levels than analog two-wire Partyline systems.

Contact Clear-Com for repair options.

I cannot pass audio to wired / wireless intercom equipment over the Two-wire module.

Two-wire option modules require an external power supply.
Why do I hear an echo when interfacing via a two-wire audio port?

Run auto-nulling.

Ensure that all unused Talk keys in the system are unlatched.
Echo occurs even after Two wire module has been auto-nulled.

Check to ensure all open Talk keys are not latched and re-null.

There is no audio or only partial audio (send or receive, but not both) between other audio systems / sources connected over four-wire.

Check the cable used to connect the equipment.

HelixNet to Eclipse four-wire connections only require a standard CAT cable, whereas other four-wire connections may require an audio crossover cable or an appropriately configured 4-wire port.

User stations have no bars showing up for signal strength.

There are digital errors or there is cross-talk on that Powerline.

If the number of user station showing is greater than what you physically connected to that Powerline, cross-talk is happening between the Powerlines. Make sure you are using properly shielded Mic cables or Cat cables.

If the number of user stations showing there does match what you physically connected to that Powerline and errors or high collision rate is displayed, verify that you don’t exceed the number of user stations per Powerline or distance as per the Cable capacity versus distance table.

High collision rate means communication issues on the powerline. Possible causes are:

  • Unshielded or bad cables

  • Powerline 1 looped back into Powerline 2 (or from one HMS to another)

  • Cables too long

  • Too many cables in the infrastructure (even unconnected strand count)

  • Too many devices on the Powerline

  • Faulty device

My connection to the CCM is intermittent.

This is generally caused by more than one device using the same IP address. Check with your network administrator that there is no IP clash.

My device has gone into link-local mode. (IP address = 169.254.XX.XX)

If your device is set to Dynamic Host Configuration Protocol (DHCP) and there is no DHCP available on the network, it is connected to it will revert to link-local automatically. You need to allocate a static IP address to this device.