Notifications & e-mail
| Problem | Check | Fix |
|---|
| Push notifications do not arrive | Is the user's notification setting on (see "App Settings & Personalization")? Does a notification rule exist on the object (see "Object Settings, Logging & Notifications") or in the automation? | Enable notifications for the user and create the rule that should fire. |
| The bell rings the open apps, but phones with the app closed get no notification | Is the Ring Webhook set on the door station, with this server's address and serial (see "Cameras & Videophone Setup")? | Enter the Ring Webhook shown in the Videophone Configuration dialog on the station. A Dahua VTO cannot call a webhook: only running apps ring. |
| Open Door says Door open failed | Run the door Test in the door station editor (see "Cameras & Videophone Setup"): it shows the station's own reason. | Fix the setting it names on the station (see the brand list in "Cameras & Videophone Setup") — a missing permission, a disabled door API, a wrong PIN. |
| Talk ends with "The door station declined the call" | The station's allowed callers (see "Cameras & Videophone Setup") | Add the Allow calls from identity exactly as shown (DoorBird: without sip:; Grandstream: 6000 in the white list; Akuvox: 6000 in the contacts). |
| The videophone shows no picture | Run the stream Test (see "Cameras & Videophone Setup"): it names the failing stage. | Correct the address, port or credentials it points at; set the station's stream to H.264. |
| The e-mail test fails | Port and encryption mode (see "Email Service") | Use port 465 with SSL/TLS or port 587 with STARTTLS — matching pairs. Gmail/Outlook require an app password, not the account password. Some antivirus software blocks port 465; 587 usually passes. |
Backup, restore & updates
| Problem | Check | Fix |
|---|
| A restore fails immediately | Is the backup password correct? | Backups are encrypted with the password set when the backup was made. A lost backup password is unrecoverable — no one, including Elausys, can decrypt it. |
| A backup or restore job stops partway | Job status on the Backup page (see "Backup & Restore") | Restart the job. A restore that failed after starting rolls back to the automatic pre-restore snapshot. |
| An update seems stuck | Elapsed time | A server update takes around 5 minutes and the admin panel reconnects by itself. If the page does not return, reload the browser. |
Where to check status
| Page | Shows |
|---|
| System (see "System Page") | Server health, versions, uptime |
| Services (see "Services & Protocols") | Which protocols and services are running |
| Connections (see "Connections") | Live status per configured connection |
| Health (see "Value Transformations & Health") | Binding problems, transformation errors, runtime errors |
| Bus monitor (see "KNX Bus Monitor") | Live KNX telegrams — the ground truth for the bus |
| Logic monitor (see "Logic Validation, Monitoring & Safety") | Live values and health of every function |
If a problem survives these checks, contact your installer or Elausys support with the server serial number (see "App Settings & Personalization") and what the status pages show.
