Empty charts, missing weather or prices, notification, e-mail, backup and update issues.
elausys · 16 August 2026On this page
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.
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.
Frequently Asked Questions
Why are push notifications missing?+
Check that notifications are enabled for the user and that the object or automation has a rule configured to send them.
Why does a restore fail immediately?+
Check the password used when the backup was created. A lost backup password cannot be recovered, including by Elausys.
Where should I look for service or device errors?+
Use Services for running protocols, Connections for link status, Health for binding and transformation errors, and Logic monitor for function health.
What should I send support if the issue persists?+
Provide the server serial number and the findings from the relevant status pages. Your installer or Elausys support can use these to investigate.
Keep exploring
Find the other guides for this product in the documentation.
