Check if the subscriber is on the black list
Check the call history in the application.
Find out if the call is being received in the application.
Check the MQTT logs.
Check the client’s apartment and check from the logs which apartment the call came to. If incorrect, correct it
Check whether the service addresses are correct
Reboot the controller
Check the cable line to the subscriber's intercom handset
Check the switching mudule
Check for short circuits



Perhaps there will be no logs in the bot, which means there is a problem with the controller. The controller must send information about itself and about its actions.
Check whether calls are coming to the application. The log of a successful call to the application looks like this:

Check the application version. If a new update is available, then update it.
Check if calls are disabled in the application (Profile - Settings - Do not receive calls. on iOS: the "Call Management" section). By default, this function is not enabled.
Check the application permissions for memory, camera, microphone, notifications.
Check the MQTT logs:
Is the configuration loaded correctly according to the personal account;
Is the apartment determined correctly;
Is the group SIP account called;
Is the offset on the controller set to match the offset on the panel;
Whether the wiring has been made correctly, which can be checked using the calculator for calculating intercom ports in Tilda;
Whether the smart part has been connected to the analog part correctly;
Is there a call coming to the analog handset;
Rebooting the controller

Check the presence of photos in the application and the quality of the photos themselves.
Check whether a screenshot is taken from the camera by inserting a link to the screenshot into the address bar of the browser. If not, check whether the link to the screenshot and port forwarding are correct.
Check the settings on the camera itself.
Check the SIP for the recognition on the camera.

Check whether the user has a serviced address in his personal account, check that the user and the intercom controller are at the same address, check the client’s authorization.

Check whether the camera is accessible via the web interface via cloud.ucams.ru and via IP address:Port from your personal account, whether there is a MAC address behind the port of the network equipment, check whether the VLAN is correct, check the ping to the camera.
If there is no RTSP-stream from the camera, check the correct composition of the RTSP-link structure and port forwarding via instructions, and check whether there is a video stream through the VLC player.
In the case of a camera with a VPN-agent, check whether the mac address in your personal account is correct. If not, delete and add again via instructions.
Check the physical condition of the camera and settings on site.

Check how many cameras are connected to the router, and what is the Internet tariff (the camera needs 2-3 Mbit/s).
Check the camera settings: in the “Video” section, the “Video encoding” item should be H.264.
Check the cable line connection to the camera.
Check if the camera requires a system update.
Try replacing the camera's POE power supply.
Check the camera's connection to the Internet. There may be packet loss when transmitting them to the video surveillance server.

Check If the correct archive for the camera is selected. Check if the user's archive viewing function is enabled.
At the moment, there are 2 typical problems:
1. Camera resolution is higher than device resolution
2. Streams desynchronization, the camera needs to be rebooted. When out of sync, there is usually no sound from the Beward panel.

Check whether the archive is loaded through cloud.ucams.ru, as well as through a regular archive (not an «event» button) in the application (via IOS and Android) and cloud.ucams.ru. Try rebooting the camera. After that, check again.

Find out when they last called and when you installed the application. If the call is beyond the scope of archiving, then so be it.
If the subscriber has not used the application before and wants to see the call history before starting to use the application, then there will be no history. (Exception: reinstallation of the application, installation on another device - in these cases the history will be loaded if there were previously calls to the application).
In fact, check whether there are currently calls to the application for this user, the user has a registered address to be served, MQTT logs, rebooting the controller, checking the status of the controller in place.

Let's check if there are logs similar to these.

Check whether the opening relay is triggered, and whether there is a command to open from the controller in the MQTT logs. Use the “Domovoy” (Домовой) controller support bot, the section of typical faults @UfanetSupportDomovoyBot.


Click “open” in the application and check the MQTT logs, the door opening log looks like this

Check the “presence of sound” on the camera in your personal account. Check the sound settings of the camera itself (the presence of this setting depends on the camera model), reboot the camera.

Check the “presence of sound” on the camera in your personal account. Check the audio settings of the camera itself. Check the firmware version. If it is different, then you need to install the necessary firmware on the camera, then reboot the camera.

There are only 2 firmwares for Beward, follow the table above.
Example
If the current version on Beward is 3.1.15.0.1.25.4, then you first need to install firmware version 3.1.15.0.1.25.5, then 3.1.15.0.1.25.15. But if the current version on Beward is 3.1.15.0.6.18.18 , then you first need to install firmware version 3.1.0.0.6.18T, and then 3.1.15.0.6.18.25.
After the update, the Beward settings are reset, and the menu interface becomes with "none" items. You need to enter the browser history and clear the cache, then restart configure SIP data from the "Face ID" section on the camera.
1: Firmware DSN06PS_3.1.15.0.1.25.5, Firmware DSN06PS_3.1.15.0.1.25.15
2: Firmware DSN06Px_3.1.0.0.6.18T, Firmware DSN06Px_3.1.15.0.6.18.25

Check the connection of the apartment to the user. Make a test call to the apartment from which the call is coming, while simultaneously looking at the MQTT logs. Also check the wiring, check the offset on the controller.

Try another known working key. If it works, change it; if it doesn’t work, check the equipment.

Check that the data is entered correctly. Check the user's name and phone number in your personal account, recreate the user account, update the application to the latest version.

Check the problematic contract from different devices. Most likely the problem is in the device.

Check that the data is entered correctly. Check the user's personal account to see if the "House Address" is entered in the account.

First of all, clarify after what actions it crashes.
Android: If the application crashes on startup (this can happen after installing an update, or during reinstallation), then clearing the application data through the phone settings can help. Approximate path: Settings - Applications - My Smart home - Memory - Clear data. After clearing the data, you will need to re-authorize.
iOS: In the case of iOS, only reinstalling the application can help. If this does not help, then you need to transfer the problem to our developers. It is necessary to specify information about the device, specify after what action it crashes. You can also ask the resident to send logs through the Profile application - Feedback - Write - Select an email client (you need to select only on Android. On iOS, the standard one is used). A letter template will be generated with account and device information and a log file will be attached.

Check if the camera is working. If it doesn’t work, go to the “Camera doesn’t work” section, if it works, check in the application in the camera settings “Broadcast without delay”, try disabling it, check on other devices, there may be a problem with the device.

Check whether the camera is working and whether the archive is not interrupted. If the camera doesn’t work, go to the “Camera doesn’t work” section; if the archive is interrupted, go to the “Problem with the archive” section. If there is no problem, check the "Broadcast without delay" option in the camera settings in the application. Try disabling this option. Check it out on other devices as well. There may be a problem with the device.

Remove a user from the list of those who have access to the camera in your personal account.

Check black/white lists. Check if the analog part of the intercom is working.

Create a new user in your personal account or change the password for the current one.

View standard codes from the intercom and change through the service menu.

Check that the application has permission for the Camera and re-authorize.

Check the camera address and access from addresses in your personal account.

On this site, you can check the operation of all cameras in the “Camera” section, configure the required grid size and, by adding cameras, view several cameras simultaneously in the "Multiscreen" section. Residents can use similar functions under their own account.