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Troubleshooting the Kisi Intercom Pro

Introduction​

This guide helps you troubleshoot and resolve common issues with the Kisi Intercom Pro. Kisi does not manage your network setup. For advanced networking concerns (firewall rules, DHCP, VLAN settings), contact your IT department or network administrator.

Intercom not powering on​

Possible causes​

Power issues​

The intercom might be receiving insufficient or unstable power from the PoE switch or injector. Confirm your PoE source supports IEEE 802.3af (44–57 VDC).

Network cable problems​

Damaged or loose RJ45 connectors can interrupt power delivery. Using cables below Cat6 or exceeding 100 meters can also lead to power issues.

Hardware malfunction​

Physical damage or internal component failures can prevent the intercom from powering on. Look for visible cracks or loose parts.

Troubleshooting steps​

Step 1: Verify the power source​

  • Confirm that your PoE switch or injector meets IEEE 802.3af standards.
  • If using a PoE injector, make sure the cables are in the correct ports (Data/Power Out → Intercom, Data In → Switch/Router).

Step 2: Perform a 5-minute power cycle​

  • Unmanaged PoE switch: Unplug the power or remove the intercom's cable for at least 5 minutes.
  • Managed PoE switch: Disable PoE on the port for at least 5 minutes, then re-enable.
  • Manual unplug: Pull the Ethernet cable from the intercom's pigtail for 5 minutes.

Step 3: Check the network cable​

  • Ensure you’re using Cat6 or higher.
  • Inspect for any damage or loose connectors.
  • Keep the cable run under 100 meters.

Step 4: Isolate the intercom​

  • Connect the intercom to a known-working PoE switch or injector.
  • Try a different port or a new Cat6 cable to rule out a bad port or cable.

Quick checklist: Intercom not powering on​

  • PoE source is IEEE 802.3af-compliant (44–57 VDC)
  • Front LED is off, confirming no power indicator
  • Attempted a 5-minute power cycle
  • Cable is Cat6 or better, undamaged, and under 100 m
  • Tested a different PoE port or injector

Intercom has power but is offline​

Possible causes​

DHCP server and network settings​

The intercom may not be obtaining a valid IP address if there are DHCP conflicts or misconfigurations.

Firewall or security restrictions​

Ensure that necessary traffic is allowed in your network rules.

Faulty hardware ports​

A defective port on the router, PoE switch, or injector can prevent proper data flow.

Damaged or loose RJ45 connectors​

Physical cable damage or poor connector terminations can degrade or block network signals.

Inadequate Ethernet cable type/length​

Using cables below Cat6 or exceeding 100 meters can cause signal loss or connectivity drops.

Troubleshooting steps​

Step 1: Confirm DHCP and network settings​

  • Verify that your router (or other DHCP server) is active and the intercom is on its client table list
  • Ensure the following are allowed:
    • ICMP (ping)
    • AWS servers
    • NTP servers: time.windows.com, pool.ntp.org, time.nist.gov

Step 2: Power cycle the intercom​

  • Unplug the Ethernet cable for 5 minutes, then reconnect. This prompts a fresh IP request.

Step 3: Ping test​

  • Successful ping: The intercom is on the network but may be blocked from reaching the cloud (e.g., firewall rules).
  • Failed ping: The intercom may not have a valid IP or there’s a hardware/cable issue.

Step 4: Examine cable and connectors​

  • Swap in a known-working cable and port.
  • Use a PoE tester or cable tester if available.

Step 5: Reset the intercom​

  • Locate the reset button on the back of the intercom. Using a pin, press and hold the button for 15 seconds.
  • Release the reset button when the light turns green.
  • The light will start blinking blue
  • The light will turn off
  • The light will return to a steady blue, indicating normal operation.

Quick checklist: Intercom has power but is offline​

  • Verify intercom's status via web dashboard
  • Confirm DHCP and network settings
  • Check security/firewall restrictions
  • Perform a 5-minute power cycle
  • Ping the intercom's IP to confirm network visibility
  • Try a different cable or PoE port if there’s no response
  • Reset the intercom

Not receiving an Intercom call​

Possible causes​

Browser popup blocking​

If a browser has an automatic "Block and Notify" setting in the Pop-up Windows setting, the call wouldn't show up in the browser.

Call receiver assignment​

The intercom may not be properly assigned to receive calls from the intended users or groups.

Browser permissions​

Missing notification or microphone permissions can prevent calls from being received or audio from working properly.

System-level notifications​

Device notification settings or focus modes may be blocking incoming call notifications.

Troubleshooting steps​

Step 1: Verify call receiver assignment​

  • Check call receiver assignment for the intercom
  • Ensure the appropriate users or groups are configured to receive calls

Step 2: Check notification permissions​

  • Verify 'Notification' permission was granted for the web.kisi.io domain
note

In Safari, you need to click on the web page before the notification permission can be requested or registered.

Step 3: Check browser settings​

  • Verify that popup blocking is disabled for web.kisi.io
  • Allow popups and redirects for the Kisi web application

Step 4: Check system notifications​

  • Ensure system notifications are enabled for your browser
  • Disable Focus mode on Mac if active
  • Enable 'Badge and Notification Preview' for the browser at device level (Mac)

Step 5: Refresh authentication​

  • Sign out and sign in again

Step 6: Audio troubleshooting​

  • Check 'Microphone' permission was granted for the web.kisi.io domain
  • Test microphone functionality in browser settings

Quick checklist: Not receiving an Intercom call​

  • Call receiver assignment is properly configured
  • Notification permissions granted for web.kisi.io
  • Browser popup blocking is disabled for web.kisi.io
  • System notifications enabled for browser
  • Focus mode disabled (Mac)
  • Signed out and back in to refresh authentication
  • Microphone permissions granted for web.kisi.io

Need more help?​

Contact Kisi support​

Remember to provide detailed information:

  • Intercom's Device ID
  • Logs, screenshots, or videos of the issue
  • Your network setup details (if applicable)
  • Steps you have already taken

Including these details helps Kisi support diagnose the problem more quickly and accurately.

Last updated on by Timofejs Golubevs