Frequently Asked Questions

We aim to answer the most frequently asked questions regarding our products. For further information please refer also to our Product Support Section.

EKEY FAQs

Is it possible for a stranger to demount the scanner unit of ekey home?

Yes, in fact it is possible. However, the question arises what this person should do with it except of collecting “trophies”.

How does the user administration of Ekey home pc on a computer work?
The internal unit of TOCAhome pc contains a RS232 interface which is connected directly either to a PC or laptop. With the accompanying software numerous applications, such as a comfortable user administration, time attendance, changing the parameter setting, etc. can be carried out.
To which extent is Ekey home protected against vandalism/malicious mischief?
As a matter of principle, unfortunately everything can be smashed to bits with adequate efforts. However, by carefully selecting proper material (glass fibre strengthened plastic housing, etc.) ekey is trying to act preventatively as much as possible. Additional protection is offered by the new stainless steel cover in exclusive design.

MYINTERCOM FAQs

Are the apps for Myintercom free?

The Myintercom App for iPhone, iPad and Android Smartphones / tablets is freely available on the Apple App Store and Google Play. The use of the App within the in-house WIFI (in the same LAN as the door station) is free of charge. Optionally, you can activate the door station for use over the Internet (WIFI / 3G) for € 64.99 per year.

Is a Myintercom software for Mac or Windows PC available?

Yes, an optional myintercom software for Mac OS X and Windows PCs, with comparable features such as Apps for iOS and Android, will soon be available for download free of charge.

Can I use a Windows Phone with Myintercom?

Currently only apps for iOS and Android are available. The distribution of Windows Phone is currently still in the lowest single-digit percentage range. We will of course also provide a Windows Phone app as soon as a positive trend is emerging here.

I have already installed a door intercom system, I can replace it with Myintercom?

Yes, special covers for old systems are available upon request.

Can I connect myintercom via wireless with my router?

A stable connection of a door station to the router in the house via WiFi is due to circumstances influencing the stability and range not possible because the robust metal housing construction of the door station and the outer walls of the building block radio signals in general. Therefore no WiFi module has been integrated in the door station. You have the myintercom alternative to cabling either via a network cable, or via 2-Wire PoE Extender / Homeplug/Powerline adapter to connect to your router. For reliability reasons, we generally recommend cabling via a network cable.

Is there a wall mount for my iPhone or iPad?

A wall mount with power supply is available for the iPad by iRoom in black. A wall mount with power supply for the iPhone is available by WHD.

I am retailer and would like to present Myintercom in my showroom. Do you offer special demo conditions?

We offer special demo conditions for retailer (£800, – net) to present the product in your showroom.

The door station has an integrated HDTV image sensor by Axis Communications. Can I also use the sensor for other purposes?

The Myintercom door station is a closed system with very high quality and perfectly tailored hardware and software components and a safety concept comparable to the iPhone. The HDTV image sensor is therefor equipped with a special firmware and does not support the standard Axis API. A comprehensive Myintercom API for home automation purposes is available in the near future, to control the Myintercom door station over an HTTP protocol.
The add-on camera “Myintercom Cam1” can be controlled via the standard Axis API, e.g. to integrate the add-on camera in a video management software (VMS).

Can I link myintercom with my conventional door opener and doorbell?

Yes, this is possible. Simply connect them to connectors specifically designed for this purpose on the Myintercom board.

Which electronic door opener can I use in connection with the Myintercom door station?

The myintercom door station provides 12V AC voltage for the electronic door opener. In general, all major electronic door openers / electric strikes that support a 12V AC voltage are compatible.

Which door chime and door opener button do you recommend?

You can connect a standard door chime to the door station. The door station offers no power supply for the door chime. It is a switching contact only. The switching output can be used with a max. power of 20 V DC (2.5 A) or 20 V AC (2.5 A). You can also connect a standard door opener button to the door station which is mounted inside.

The time in the live image of the door station is wrong and the pictures in the archive of the door station are not sorted correctly, what is the cause?

The door station regularly synchronizes its clock with a time server (NTP) of the Physikalisch-Technische Bundesanstalt (PTB) [“ptbtime1.ptb.de” on the Internet]. Please check that the door station can connect to the Internet. If the door station cannot connect to the Internet or if you don’t want to allow it connecting to the Internet, you can use the app (Settings>Administration) to set a time server (NTP) within your local network, e.g. the IP address of your router (if it has an NTP server). In this case check the time setting of your router.

Can I download the app without a Google / Android Market account to my Android Smartphone / tablet?

No, Side-Loading is not provided. As part of warranty and support, we fulfil the minimum requirements that Google has accepted and approved for the mobile device manufactured Google Play. Without an active Google Play account, the mobile device won’t offer either all the necessary functions of the Android operating system, such as Security certificates, push notifications on the Google servers, etc.

Is Myintercom available with more than one bell push, e.g. for an office building with three different companies?

Myintercom is currently available with one bell push. In Q/4 2013 there will be versions with multiple bells pushes.

What are the technical data of myintercom and how do I mount the door station?

Please refer to the Myintercom manual.

Why can I not freely choose usernames and passwords?

The user names are linked to the serial number of the hardware and are used for unambiguous assignment. For data protection and data security reasons, passwords are generated randomly by the App and cannot be changed to a possibly simple and insecure password.

Why do I never receive a Standard Push-Notification on my mobile device when someone rings the door bell?

Please check in the following order.
1. Check if your door station is connected to the Internet, refer to www.myintercom.de/en/checkonline.
2. Check if your mobile device is connected to the Internet, e.g. by opening the site www.myintercom.de/en with a browser on your mobile device.
3. Check if the myintercom App is installed on your mobile device and if the concerning door station is added to the settings of the myintercom App and if you also see a live picture of the concerning door station in the myintercom App.
4. Check on your mobile device if the myintercom App is allowed to receive push messages. Usually you allow this process during the installation of the myintercom App. You are also able to configure those settings afterwards over the Message Centre of your mobile device.
5. Check if you have activated the Push Notifications for the concerning door station in the myintercom App on your mobile device (myintercom App -> Settings -> Door station -> Push-Notifications -> on).
6. Please make sure that the Smart Cover of your mobile device is not clapped (the magnet switch of the Smart Cover puts your iPad in standby mode that, according to Apple’s intention, Push Notifications of Apps will only be shown by opening the Smart Cover).
If all the points mentioned above are met, a firewall blocks one or more Ports necessary for the door station.

I do not always get a push notification when someone rings, how can that be?

When a visitor presses the doorbell button on the door station you get reliable a push notification if the door station is connected to the Internet and the mobile device (iPhone, iPad, Android smartphone / tablet) has Internet connectivity via mobile, i.e. SIM card inserted. Otherwise the mobile device or parts of it may, depending on the setting of the mobile device, go non-receptive into power saving mode. Please make sure you have confirmed with the installation of the App that the App is allowed to send you push notifications and you have enabled this option for each door station in the App (Settings -> Door Station -> [x] Push notifications). When your iPad is in a Smart Cover, please make sure that the Smart Cover is not closed (the magnetic switch on the Smart Cover turns the iPad into sleep mode, and as designed by Apple, Push messages from Apps are suppressed until opening the Smart Cover).

Why is the sound quality with an Android smartphone or Android tablet not as high quality as with an iPhone or iPad?

The iPhone and iPad use very high quality and perfectly matched audio components. This fact is also always confirmed by independent benchmark test between iOS and Android devices. The audio quality (sound, volume, echo) is differs from Android device to Android device because of low-end audio hardware (microphone, speakers, DSP, arrangement and design)., This can’t be influensed software side. To ensure superb audio quality, we recommend to use an iPhone or iPad.  Some erroneous low-end Android devices do not transmit audio in general.

Why is a myintercom door entry system more expensive than a normal door entry system as I eg know from Do-It-Yourself markets?

Myintercom is an IP-video door entry system designed and manufactured in Germany, by Europe’s leading door phone manufacturer TC Behnke. The myintercom door station has solely built-in very high quality hardware components for Audio- and Video-over-IP, including an award-winning HDTV image sensor for clear and sharp live images. Thus the price of a myintercom door entry system is not comparable with a simple no-name intercom from Far East.

I can use the myintercom App to access the myintercom One door station and see the live picture, but a voice connection is not possible, why?

Please check the power supply to the myintercom One door station. For the operation of the myintercom One door station a 15V power supply is required (sold separately) is required.

I am a network administrator. Which ports are in use?

Please refer to the Myintercomm Ports & Protocols Document.

I want to install a separate camera in addition to the built-in door station camera and use it also within the myintercom App, is that possible?

Yes, for this purpose a separate add-on camera “myintercom Cam1” is available, which can be installed both indoors and outdoors (ceiling/wall). The add-on camera can e.g. also be integrated into a video management software (VMS).

How can I transfer the live image of the Myintercom door station to a conventional monitor or TV?

Se e the MyIntercom FAQ Page for details.

Does myintercom support SIP?

The Myintercom IP-Video Door Station does not support SIP for comfort reasons. Among other things there is no uniform global standard for SIP-Video and therefore there is currently no manufacturer and model independent cross-compatibility with SIP-Video phones in practice.

It works fine with the App to connect to the door station via WiFi, 3G and 4G. Does it also work via GPRS/EDGE?

Principally a WiFi or 3G/4G connection is necessary for voice communication. The package loss and the package latency in GPRS/EDGE mobile data networks is too high for voice transmission. Under special circumstances a picture can be put together but even due to the fact that audio packages are obviously preferred by Myintercom in comparison to video packages, a voice communication is absolutely not reliable due to the circumstances mentioned-above. This behaviour is the same as for IP telephony services such as SIP, Skype etc.

Why is it possible to open the door and to turn on the light through the Internet but not seeing a video or hearing audio?

Your provider of (mobile) Internet either blocks actively the transmission of video & audio data or the transmission of UDP-data in general. We do not have any influence on this inconvenience. Some providers of (mobile) Internet prohibit this actively depending on respective data plans (e.g. SIP, Skype, WhatsApp etc.). Please refer to your provider of (mobile) Internet which is usually able to support you.

EKEY NET FAQs

Ekey Net LAN Converter cannot be found

-Open the program ekey CONVERTER LAN config
Information: ekey net CV LAN have IP address 192.168.1.250 as factory setting
If your network uses other IP-addresses (another subnet etc.)
– you can search for the converter with the button „manual selection…“
– or it appears automatically because it is found via a MAC-address-broadcast (this can be blocked if routers or layer 3 switches are in use)
-IP address of the converters must be static (no DHCP)
-firewall/router does not allow broadcast –> switch off firewall
-firewall/router has no defined exemptions (ports 58000-58018 are not open) –> switch off firewall or open relevant ports, respectively
-ports are busy because they are reserved by another program –> download a port scanner so that you can see which UDP-ports are used by which program (e.g. TCP View from Sysinternal)
-test via the MS DOS command line whether converter can be pinged
-if the PC is in the same subnet as the converter, but cannot be pinged: –> examine the two LEDs of the converter -> if both do not indicate anything -> problem with power -> if both flash orange -> firmware error the left LED is the power LED (must be constantly on green), the right LED activity LED (flashes during connectivity) –> make a power-reset of the converter –> possibly also make a power-reset of the switch/router
-Should the CV LAN still not appear, find the converter via „manual selection…”. Alternatively click the button „Assign IP / reset converter“ and manually enter the MAC address (it is printed on backside of converter) and a NEW (different) IP address.
-“Only for Analysis“ must not be activated for the converter!
-Check whether all Ekey Net services and Microsoft Message Queuing are active
-If the IP-address of the own PC/notebook was changed, the Communication Server service must be restarted!

VIZpin FAQs

What is VIZpin?

VIZpin is a cloud-based service that allows property managers to remotely control visitor access through the use of the free VIZpin SMART app and secure electronic keys (called VIZpin keys). The Account Administrator, from anywhere in the world, can easily issue a VIZpin to a specific person, for a specific door, for a specific time period.

How does it actually work?

We can’t reveal all the secrets, but essentially a VIZpin key is created and generated at the VIZpin server, and then sent to the user’s app. When he comes into range of the VIZpin reader-controller, it confirms the key is accurate for that user, reader-controller, and time period and unlocks the door. If the VIZpin key is not valid for any reason, the door will remain locked!

Are VIZpin and Bluetooth secure?

Using Bluetooth with VIZpin for access control is secure AND convenient! VIZpin keys are specific to users, reader-controllers and a specific schedule – if any of these criteria is incorrect, the key will simply not work.

Additionally, Bluetooth has embedded security and is considered more than sufficient in many highly secure applications and industries.

And using a personal device, such as a smartphone, for access control provides inherent security – users rarely share these devices with others, they immediately notice (and report it) when it goes missing, and frequently enable a security mechanism on their lock screen.

What is required to use VIZpin?

A VIZpin-enabled device installed at the facility, a VIZpin Partner Portal login, and a user that has installed the free VIZpin SMART app on their iPhone or Android Smartphone.

Which phones work with VIZpin?

We offer the free VIZpin SMART app for iPhones and Android Smartphones from the respective app stores. Links to download the app are also on the homepage of VIZpin.com. Minimum requirements can be found at the VIZpin Product Documents Page.

Do I need network or data coverage at the site to use VIZpin?

Not necessarily. Using a VIZpin key does not require network connection, however retrieving and updating a VIZpin key does. When network coverage at the site is expected to be limited, we recommend retrieving/updating your VIZpin keys en route to the site.

Is it difficult to configure a VIZpin reader-controller or issue keys?

No, not at all! Configuring the reader-controller uses the VIZpin LINK feature:

1. Add the VIZpin reader-controller to an existing account, or edit an existing reader-controller’s settings.
2. Determine which visitors you want to give access to, set a schedule, and issue the keys. Users with existing keys to this reader-controller should refresh the VIZpin SMART app.
3. Trigger the reader-controller from the iPhone or Android smartphone with the VIZpin SMART app. The VP1 is now configured!
Detailed videos covering VIZpin LINK can be found at www.VIZpin.com/tech-tip-videos.

Can I revoke VIZpin keys that have already been issued and used?

Yes, VIZpin keys can be revoked just as easily as they are issued. Simply login to the VIZpin Portal from anywhere in the world, navigate to the Revoke Access page, and choose which VIZpin keys to revoke. Revocation takes effect almost immediately, and the revoked key will be removed from the user’s app next time he updates.

After issuing a VIZpin key, how long before my visitor will receive it in his app?

It’s nearly instantaneous! VIZpin keys are typically received within 1-2 minutes from the time they were issued. (Manual refresh of the visitor’s VIZpin SMART app may be required).

How long do VIZpin keys last?

VIZpin keys can be issued for a few minutes or for several years.

Can I track the usage of the VIZpin keys that I have issued?

Yes! Most VIZpin account types display a cloud-based audit trail that can be viewed remotely, eliminating the need to physically visit the site.