My DP750 base station is receiving unknown/ghost calls periodically via my SIP accounts, and the DP720 handsets keep ringing, how can I block such calls?
My GVC3210 has no audio output when it is connected to an HDMI, why?
My GVC3210 remote control does not connect, how can I get it to connect upon boot up?
My GXP2130/GXP2140/GXP2160 has network connected in status bar. Why does it show "NO IP" on the screen?
If GXP2130/GXP2140/GXP2160's network connection is switched between different environment, it might take some time for the phone to obtain the IP address. Also, there might be IP conflict in the LAN. In this case, please check with your system/network administrator for the phone get correct IP address.
My GXP2200 has Ethernet cable connected. Why does it show disconnected in status bar?
On GXP2200, please make sure "Ethernet" is selected in Settings->Networks.
My GXP2200 has network connected in status bar. Why does it show "NO IP" on the screen?
If GXP2200's network connection is switched between different environment, it might take some time for the phone to obtain the IP address. Also, there might be IP conflict in the LAN. In this case, please check with your system/network administrator for the phone get correct IP address.
My GXV3240/GXV3275 has network connected in status bar. Why does it show "NO IP" on the screen?
If GXV3240/GXV3275's network connection is switched between different environments, it might take some time for the phone to obtain the IP address. Also, there might be IP conflict in the LAN. In this case, please check with your system/network administrator for the phone get correct IP address.
My handset is not showing the correct time, what do I need to do?
The DP715 automatically sync up the time with the configured NTP Server and adjusts the time depending on the selected time zone. The DP715 Base station will trigger a phone call to the Handset once it boot up to update the time on the Handset. If the time is not displayed correctly on the Handset, make sure that the DP715 base station is able to reach the NTP Server to sync up the date/time. Users may trigger a call to the Handset with the incorrect time to adjust the time.
My handset is not showing the correct time, what do I need to do?
My phone's keypad is locked up with a "Lock" icon on the phone's LCD. How can I unlock it?
For GXP21xx/14xx, when pressing and holding the STAR * key for about 4 to 5 seconds, the keypad will lock. To unlock, press and hold the STAR * key 4 to 5 seconds, then a window to enter a password will appear and the following message "LEFT for backspace, MENU for ok". Enter the password (by default, there is no password. In this case, leave it blank), then press the MENU key (the round button in the center of the navigation keys). The keypad will now be unlocked. If users would like to disable the STAR key Keypad locking feature, please log in phone's web GUI, go to Advanced Settings page and configure the following 2 options: Enable STAR key Keypad locking: Password to lock/unlock: Set "Enable STAR key Keypad locking" to "No" and keep "Password to lock/unlock" to blank. Then Update and reboot from web GUI.
My touchscreen calibration is inaccurate? How do I correct it?
In the GXP2200 MENU->Factory Functions, select Touch Screen Diagnosis to confirm the touch screen issue. If it happens in Touch Screen Diagnosis, please check if you are using the power adaptor shipped with the GXP2200 original package. For EU and UK, the GXP2200 power adaptor must be the one with Y capacitor. Please do not use a different power adaptor with the GXP2200 as it may cause damage to the products and void the manufacturer warranty.
No image, black screen
ANS: The GVR355X is not recording properly. Please check the setting of the channels with related IP camera connected. Also make sure the IP camera is working as expected.
No LCD HDMI output
ANS: Please check the HDMI cable and whether LCD works in correct HDMI port if multiple HDMI exist.
No single camera/ Multi-camera/ video output
ANS: Please check the connection of HDMI or VGA connection, make sure the display device (like TV) using correct input source. Also factory reset the GVR3550 (by using a pin pressing and holding the reset button for 20 seconds) to see whether issue resolved.
Two ports must be forwarded on your router to watch video from a DVS that is located on a private network from a PC in a public network. The web port (HTTP) and the RTSP port. Please make note that the RTSP port number is changes according to the web port. If the web port is 80, then the RTSP port is 554. If the web port is not 80, then the RTSP port equals the web port +2000. For example, if the web port is 88, then the RTSP port will be 2088.
Should I always enable all Syslog on the UCM6100 in case troubleshooting is needed?
It’s not recommended to open all levels to all the syslog modules. Too many syslog print might cause traffic and affect system performance.
Some notes when using SD cards / USB drives.
NOTE: 1. The DVS only supports FAT32 formatted USB drives 2. The DVS supports SD and SDHC 3. It takes 10-15 seconds to read SDHC and USB drives with large memory capacities. Please wait 15 seconds to unplug the SD/USB drive after you plug them into the device. 4. If there are many files (ie. 1800 or more image batch files) on the SD/USB drive, it can take up to 5 minutes to read them. Please do not refresh the web interface at this time as the DVS will restart reading the SD/USB drive. Grandstream is currently working on a fix for this issue..
The alarm doesn't work or unable to close alarm signal
ANS: Please check the alarm setting parameters; check the cable connection of the Alarm_In and Alarm_out of the GVR3550. Make sure the Alarm_In and Alarm_Out ports with related circuit satisfied the parameter requirement: Alarm_In Vin≤15V, PINs Alarm_Out 125VAC/0.5A, 30VDC/2A, Normal Open, PINs
The DP710 Handset supports multiple languages. Which languages are available?
The supported languages are as follows: English, French, German, Spanish, Dutch, Italian, Czech, Danish, Greek, Norwegian, Polish, Portuguese, Russian, Swedish, Turkish.
The GVR355X can’t monitor PTZ
ANS: Unless the camera itself supporting Pelco C/D PTZ, the GXV355X itself does not support PTZ.
The GXP Series supports multiple languages. Which languages are available?
GXP21xx/GXP14xx supports English, Spanish, German, French, Polish, Italian, Arabic, Hebrew, Croatian, Hungarian, Japanese, Korean, Dutch, Polish, Portuguese, Russian, Slovenian, Simplified Chinese, Traditional Chinese, others as requested. GXP20xx has a language pack that supports English, Spanish, German, French, Polish, Italian, others as requested. The language pack is available on the Resources Section and is updated regularly.
The GXP21xx/14xx/11xx supports SRTP. How can we use it with Asterisk 1.8?
GXP21xx/14xx/11xx supports SRTP with server side support and Asterisk 1.8 comes with SRTP feature. To use GXP21xx/14xx/11xx with Asterisk 1.8, besides enabling SRTP on server side, a patch to allow ignoring the crypto lifetime in SDP is necessary. Please refer to the following information: 1) Register Asterisk account on GXP21xx/14xx/11xx. Under web GUI->Account setting page, select option "SRTP Enabled and Forced". Then select the supported codec. 2) Apply the patch which allows the option "ignorecryptolifetime=yes|no" in sip.conf file on the Asterisk server where the Asterisk source code compiles. Reference link: https://issues.asterisk.org/view.php?id=19339 https://issues.asterisk.org/file_download.php?file_id=29497&type=bug 3) In the sip.conf file, set ignorecryptolifetime=yes for the extensions on GXP21xx/14xx/11xx to use SRTP. For example, [SRTPtest] host=x.x.x.x transport=tls encryption=yes ignorecryptolifetime=yes port=5061 type=peer disallow=all allow=ulaw ... 4) Now you should be able to establish call using SRTP.
The GXV3140 supports SRTP. How can I use it with Asterisk 1.8?
GXV3140 supports SRTP with server side support and Asterisk 1.8 comes with SRTP feature. To use GXV3140 with Asterisk 1.8, besides enabling SRTP on server side, a patch to allow ignoring the crypto lifetime in SDP. Please refer to the GXP series FAQ
The GXV3175 supports SRTP. How can I use it with Asterisk 1.8?
GXV3175 supports SRTP with server side support and Asterisk 1.8 comes with SRTP feature. To use GXV3175 with Asterisk 1.8, besides enabling SRTP on server side, a patch to allow ignoring the crypto lifetime in SDP. Please refer to the GXP series FAQ
The limitation of creating HDD
ANS: GVR35XX now only support RAID 0 or RAID1, recommend RAID0. Hybrid or mixing RAID0 and RAID1 is now allowed. Recommend using HDDs of 7200rpm or above for reliable and fast recording if multiple HD/FHD cameras involved in the system.
The model update feature under web UI-> PBX-> Zero Config-> Model Update, How can I use it?
In model update, the available model packages such as gs wave, surveillance and etc are located in a remote server. When there is an package update or new package available for a grandstream product, it will be uploaded in the remote server for user to download. UCM shows the available packages in model update web page. The "manual upload package option" under the same page with Model Update is for users who are using UCM in a private network that Internet access is restricted. They will not be able to get packages by downloading and installing from the remote server. Therefore, users that placed their UCM in a private network, please contact Grandstream customer support to get the model package and upload it manually through web interface.
The other party can hear me but I cannot hear him/her. Why?
When this situation occurs, please check if the handset is securely connected. If it is not, please reconnect it. It could also be caused by the following: (1)The other party may have pressed the “Mute” softkey and placed the call on mute. Please tell the other party to check if the Mute icon appears on the screen. If so, press the ‘Unmute” softkey to cancel the mute function. (2)If your phone is connected to the Internet through a router, this can be caused by the NAT traversal issue. Please refer to the NAT Traversal FAQs for more details.
The other party can hear me but I cannot hear them. Why?
When this situation occurs, please check if the handset is securely connected. If it is not, please reconnect it. It could also be caused by the following: (1) The other party may have pressed the “Mute” key which will place the call on mute. Please tell the other party to check if Mute is on and unmute the call. (2) If your phone is connected to the Internet through a router, this can be caused by the NAT traversal issue. If the GXP21xx/14xx/110x is on a LAN and needs to register to a SIP server on a public IP, please enable NAT traversal by selecting the NAT traversal method according to your network environment. If you are unsure, it is recommended to select “Auto” to enable the automatic NAT traversal configuration feature.
The remote control failed to upgrade because the upgrade process was interupted. Now the remote control does not work. How can I recover it?
(1). Go to GVC LCD menu->Settings->Network->Bluetooth, unpair the remote control
(2). Go to GVC LCD menu->Status->Remote control, check update and then search for the device.
(3). Select the remote control from that screen. If it cannot be discovered, press "OK" button (the round button in the center of UP/DOWN/LEFT/RIGHT) and "5" button on the remote control at the same time for 5 seconds. This should trigger the remote control to upgrade.
(4). If the remote control still cannot be discovered, please use the following steps:
a.Remove the battery for 30 seconds then put it it back.
b.Go to GVC LCD menu -> Status -> Remote control -> check updates, select the remote control named "GS OTA Upgrade" to upgrade.
c.After successfully upgrading, please unpair the remote control, and then press "OK" + "5" to pair the connection again to make it work.
The UCM6100 series supports auto provisioning for Grandstream phones. Does it work for SIP end points other than Grandstream phones?
The UCM6100 series supports auto provisioning for Grandstream phones via SIP SUBSCRIBE, mDNS or DHCP Option 66. The UCM6100 series auto provisioning doesn't support non-Grandstream phones at the moment.