How to Provide All Information to Effectively Resolve a Technical issue on Akuvox Intercom
  • 15 May 2024
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How to Provide All Information to Effectively Resolve a Technical issue on Akuvox Intercom

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Article summary

Scenario

If you find any issue with the Akuvox device or service, please report your issue to http://ticket.akuvox.com/.
Before reporting your issue, please kindly provide all information to us with the following procedures, which would be helpful for us to figure out and solve the issue effectively.

Operation Instruction

It is highly recommended to upgrade the latest firmware when you find some issues. Please follow the instructions below to upgrade the device to the latest version:

  • Visit Akuvox's official website -here to download the latest firmware version, and you can refer to the firmware upgrade instruction manual - here

Operation Procedure

1. Please describe your issue in detail, so that we will be able to reproduce the issue.

  • Send us the description of the network topology.

  • Send us your SmartPlus account if you have an issue with SmartPlus service.

  • Send us a diagram of your electrical circuit if you have an issue regarding the electrical circuit such as relay connection and so on.


  • If your issue can be clearly visible or heard like bad video quality, please take a picture or record a video and send it to us. You can attach it to the ticket.  If the file is over 2MB, please upload it to WeTransfer, OneDrive, or Google Drive and send us the download link. 

2. Send us the firmware version. 

Go to the web interface: Status > Product Information to check the firmware version.

3. Send us the configuration file.

Go to the web interface: Upgrade > Advanced > Others. Click Export to download the configuration file.

4. Send us the system log of the device 

  1. Log in to the device's web interface via username and password (The default username and password are both “admin” and they are case-sensitive).

  2. Go to Upgrade > Diagnose > System Log or Upgrade > Advanced > System Log (Different models have different paths).

  3. Adjust the log level to level 7, then reproduce your issue.

  4. Click Export to export the file, then send it to Akuvox technical support team.

5. Send us the PCAP data of the device if the issue is related to the network or call function.

  1. Log in to the device's web interface via username and password (The default username and password are both “admin” and they are case-sensitive).

  2. Go to Upgrade > Diagnose > PCAP or Upgrade > Advanced > PCAP (Different models have different paths).

  3. Click on Start then reproduce your issue, and click Stop to stop capturing.

  4. Click Export to export the .pcap file.

  5. Enable PCAP Auto Fresh Enabled if you want to restart capturing when the packet data package reaches 1MB. While the packet data captured previously would become obsolete.

 The PCAP capture is limited to 1MB, please press Start for PCAP capturing right before you reproduce the issue.


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