# Troubleshooting EN **URL:** https://community.mobotix.com/c/self-service/troubleshooting/14.md [Latest](https://community.mobotix.com/latest.md) · [Categories](https://community.mobotix.com/categories.md) · [Tags](https://community.mobotix.com/tags.md) --- ## [About the Troubleshooting EN category](https://community.mobotix.com/t/about-the-troubleshooting-en-category/24)
**Author:** [@Mx-Community](https://community.mobotix.com/u/Mx-Community)\ **Replies:** 0
--- ## [SIP call does not work](https://community.mobotix.com/t/sip-call-does-not-work/201)
**Author:** [@AdrianS](https://community.mobotix.com/u/AdrianS)\ **Replies:** 1\ **Last updated:** [January 17, 2025, 12:25pm UTC](https://community.mobotix.com/t/sip-call-does-not-work/201 "2025-01-17T12:25:16Z")
SIP Call does not work Introduction MOBOTIX cameras support the SIP protocol to make calls as Actions in case of Events or as Time Tasks. It is also commonly used in combination with the Door Station to route calls whe… --- ## [Troubleshooting Sensor Modules](https://community.mobotix.com/t/troubleshooting-sensor-modules/398)
**Author:** [@Mx-MichaelD](https://community.mobotix.com/u/Mx-MichaelD)\ **Replies:** 2\ **Last updated:** [December 2, 2021, 9:59am UTC](https://community.mobotix.com/t/troubleshooting-sensor-modules/398 "2021-12-02T09:59:03Z")
The steps below outline how to troubleshoot x14, x15 and x16 series sensor modules, when one or both of the sensors is not detected by the camera. This could be due to the Automatic Sensor Configuration is not set proper… --- ## [D14/15/16 Anti-reflection funnels](https://community.mobotix.com/t/d14-15-16-anti-reflection-funnels/1377)
**Author:** [@Mx-MichaelS](https://community.mobotix.com/u/Mx-MichaelS)\ **Replies:** 2\ **Last updated:** [February 17, 2021, 2:11am UTC](https://community.mobotix.com/t/d14-15-16-anti-reflection-funnels/1377 "2021-02-17T02:11:36Z")
On some installations glares and reflections might appear in the image of dome cameras. This is dependent upon the positioning and the view of the camera. To counter this, “Funnels” have been developed to minimize reflec… --- ## [MOVE NVR Basic Networking and Troubleshooting](https://community.mobotix.com/t/move-nvr-basic-networking-and-troubleshooting/3588)
**Author:** [@Mx-MichaelD](https://community.mobotix.com/u/Mx-MichaelD)\ **Replies:** 0\ **Last updated:** [January 21, 2021, 9:18pm UTC](https://community.mobotix.com/t/move-nvr-basic-networking-and-troubleshooting/3588 "2021-01-21T21:18:30Z")
Rules for Setting the NVR’s IP Address The IP of camera depends on the physical PoE port that the camera is connected to : 192.168.51. (2\* port +1). For example, camera connects to port 3 will have to use IP: 192.168.5… --- ## [IP Problems with Sophos Firewalls](https://community.mobotix.com/t/ip-problems-with-sophos-firewalls/3009)
**Author:** [@Mx-ChrisL](https://community.mobotix.com/u/Mx-ChrisL)\ **Replies:** 0\ **Last updated:** [August 18, 2020, 4:14pm UTC](https://community.mobotix.com/t/ip-problems-with-sophos-firewalls/3009 "2020-08-18T16:14:12Z")
Sophos Firewall und SIP IP Problemen with Sophos Firewalls: Link to Sophos: https://community.sophos.com/kb/en-us/127785 Sophos XG Firewall: VoIP calls may drop or encounter poor quality Sophos Firewall What to do whe… --- ## [MxDisplay does not appear in the list of Remote Stations](https://community.mobotix.com/t/mxdisplay-does-not-appear-in-the-list-of-remote-stations/2418)
**Author:** [@Mx-DirkG](https://community.mobotix.com/u/Mx-DirkG)\ **Replies:** 0\ **Last updated:** [April 6, 2020, 9:10am UTC](https://community.mobotix.com/t/mxdisplay-does-not-appear-in-the-list-of-remote-stations/2418 "2020-04-06T09:10:13Z")
Despite of the setup instructions were followed correctly, in some cases the MxDisplay might not be added to the door stations list of Remote Stations. Door Bell signaling on the MxDisplay will not be possible without … --- ## [Indoor camera with Audio has loud crackling sound when Echo Cancellation is enabled](https://community.mobotix.com/t/indoor-camera-with-audio-has-loud-crackling-sound-when-echo-cancellation-is-enabled/2416)
**Author:** [@Mx-DirkG](https://community.mobotix.com/u/Mx-DirkG)\ **Replies:** 0\ **Last updated:** [April 6, 2020, 7:01am UTC](https://community.mobotix.com/t/indoor-camera-with-audio-has-loud-crackling-sound-when-echo-cancellation-is-enabled/2416 "2020-04-06T07:01:19Z")
When using indoor models c, i, v and p as Intercom with SIP phones, cracking noise might appear on SIP phone. Increasing the “Duration” of the “Intercom Settings” in the configuration is a way to get rid of the noise. … --- ## [Choosing Camera POE Class](https://community.mobotix.com/t/choosing-camera-poe-class/1477)
**Author:** [@Mx-MichaelS](https://community.mobotix.com/u/Mx-MichaelS)\ **Replies:** 0\ **Last updated:** [July 11, 2019, 11:43am UTC](https://community.mobotix.com/t/choosing-camera-poe-class/1477 "2019-07-11T11:43:23Z")
The power consumption of the camera depends on the functions in use as well as any peripheral devices connected (see table below). PoE classes 2 or 3 may be selected in the browser-based user interface in order to optima… --- ## [How to correctly fit S15 / S16 Sensor Cables](https://community.mobotix.com/t/how-to-correctly-fit-s15-s16-sensor-cables/1446)
**Author:** [@Mx-MichaelD](https://community.mobotix.com/u/Mx-MichaelD)\ **Replies:** 0\ **Last updated:** [July 5, 2019, 7:41am UTC](https://community.mobotix.com/t/how-to-correctly-fit-s15-s16-sensor-cables/1446 "2019-07-05T07:41:55Z")
General Rules for installing Sensor Cables: Check if the cables are correct ones to connect the sensor module to the camera. Sensor module cables should not be confused with USB cables. Sensor module cables are alw… --- ## [Red Stop error sign](https://community.mobotix.com/t/red-stop-error-sign/42)
**Author:** [@AdrianS](https://community.mobotix.com/u/AdrianS)\ **Replies:** 3\ **Last updated:** [May 16, 2019, 8:24am UTC](https://community.mobotix.com/t/red-stop-error-sign/42 "2019-05-16T08:24:30Z")
This post is available in German | Dieser Beitrag ist auf Deutsch verfügbar Introduction The red error icon is often referred to as the error sign, exclamation icon, red sign and octogon sign. It is a self check diagno… --- ## [MxThinClient update failing](https://community.mobotix.com/t/mxthinclient-update-failing/467)
**Author:** [@anon13226844](https://community.mobotix.com/u/anon13226844)\ **Replies:** 0\ **Last updated:** [August 2, 2018, 1:16pm UTC](https://community.mobotix.com/t/mxthinclient-update-failing/467 "2018-08-02T13:16:34Z")
Some users reported a problem with the firmware update of MxThinClient. The error message above is caused by an expired certificate on the firmware file (.mpl). Below you can find the procedure to workaround the prob… --- ## [T2x: How to unlock anti-theft protection? What to do if the anti-theft protection does not unlock?](https://community.mobotix.com/t/t2x-how-to-unlock-anti-theft-protection-what-to-do-if-the-anti-theft-protection-does-not-unlock/134)
**Author:** [@Mx-ThomasV](https://community.mobotix.com/u/Mx-ThomasV)\ **Replies:** 5\ **Last updated:** [April 29, 2018, 8:31pm UTC](https://community.mobotix.com/t/t2x-how-to-unlock-anti-theft-protection-what-to-do-if-the-anti-theft-protection-does-not-unlock/134 "2018-04-29T20:31:05Z")
When inserting the blue anti-theft protection key in the frame and pressing upwards, resistance is felt and the contacts do not release. This is due to the fact that the security switch on the inside of the frame was act… --- ## [How to take a network trace](https://community.mobotix.com/t/how-to-take-a-network-trace/55)
**Author:** [@AdrianS](https://community.mobotix.com/u/AdrianS)\ **Replies:** 0\ **Last updated:** [January 28, 2018, 11:59am UTC](https://community.mobotix.com/t/how-to-take-a-network-trace/55 "2018-01-28T11:59:35Z")
\[image\] This post is available in German | Dieser Beitrag ist auf Deutsch verfügbar Introduction A MOBOTIX camera has a built-in network utility to generate network traces. These traces could be necessary in case of: … --- ## [How to retrieve the support files aka dump files](https://community.mobotix.com/t/how-to-retrieve-the-support-files-aka-dump-files/54)
**Author:** [@AdrianS](https://community.mobotix.com/u/AdrianS)\ **Replies:** 0\ **Last updated:** [January 28, 2018, 11:20am UTC](https://community.mobotix.com/t/how-to-retrieve-the-support-files-aka-dump-files/54 "2018-01-28T11:20:04Z")
\[image\] This post is available in German | Dieser Beitrag ist auf Deutsch verfügbar Introduction The camera report or dump is a set of files which can be used by MOBOTIX support to troubleshoot issues. It includes all t… --- ## [Sensor module showing solid blue, purple or white LED on M16 or S16 models](https://community.mobotix.com/t/sensor-module-showing-solid-blue-purple-or-white-led-on-m16-or-s16-models/102)
**Author:** [@Mx-ThomasV](https://community.mobotix.com/u/Mx-ThomasV)\ **Replies:** 0\ **Last updated:** [March 22, 2018, 4:42pm UTC](https://community.mobotix.com/t/sensor-module-showing-solid-blue-purple-or-white-led-on-m16-or-s16-models/102 "2018-03-22T16:42:53Z")
If the sensor is showing blue, pink or white LED and the camera only provides a grey or no image, this means that the wrong sensor type has been selected. The following color combinations can show up: Case 1 Case 2 … --- ## [No connection to the camera or MxDisplay](https://community.mobotix.com/t/no-connection-to-the-camera-or-mxdisplay/45)
**Author:** [@AdrianS](https://community.mobotix.com/u/AdrianS)\ **Replies:** 0\ **Last updated:** [January 23, 2018, 8:31pm UTC](https://community.mobotix.com/t/no-connection-to-the-camera-or-mxdisplay/45 "2018-01-23T20:31:06Z")
\[image\] This post is available in German | Dieser Beitrag ist auf Deutsch verfügbar What to do if the camera or MxDisplay are not reachable If the camera is not reachable on the network or you are suffering network inte… --- ## [False or unnatural colors in the picture (white balance issue)](https://community.mobotix.com/t/false-or-unnatural-colors-in-the-picture-white-balance-issue/195)
**Author:** [@Mx-ThomasV](https://community.mobotix.com/u/Mx-ThomasV)\ **Replies:** 0\ **Last updated:** [April 13, 2018, 12:38pm UTC](https://community.mobotix.com/t/false-or-unnatural-colors-in-the-picture-white-balance-issue/195 "2018-04-13T12:38:36Z")
Depending on the scenery monitored by the camera, it might happen that false colors appear on the image. This could be the case if a large portion of the image is occupied by objects with more or less homogeneous colors,… --- ## [Door Station won't make calls when Bell Buttons on BellRFID are pressed](https://community.mobotix.com/t/door-station-wont-make-calls-when-bell-buttons-on-bellrfid-are-pressed/188)
**Author:** [@Mx-ThomasV](https://community.mobotix.com/u/Mx-ThomasV)\ **Replies:** 0\ **Last updated:** [April 11, 2018, 3:08pm UTC](https://community.mobotix.com/t/door-station-wont-make-calls-when-bell-buttons-on-bellrfid-are-pressed/188 "2018-04-11T15:08:48Z")
If the bell buttons of the BellRFID are not properly inserted into the module, it is possible that the camera will not send call notifications to the remote stations. This is indicated through a “blip” sound when pressin… --- ## [MX-DoorMaster does not ring and/or does not open the door](https://community.mobotix.com/t/mx-doormaster-does-not-ring-and-or-does-not-open-the-door/100)
**Author:** [@Mx-ThomasV](https://community.mobotix.com/u/Mx-ThomasV)\ **Replies:** 0\ **Last updated:** [March 22, 2018, 4:34pm UTC](https://community.mobotix.com/t/mx-doormaster-does-not-ring-and-or-does-not-open-the-door/100 "2018-03-22T16:34:14Z")
If the Door Master (aka Door Opener) does not ring anymore, but emits a noise or clickering sound instead, it might be because the backup battery of the doormaster is flat. Another typical symptom of a flat battery is a … --- ## [Product won't start up or it's unreachable via network](https://community.mobotix.com/t/product-wont-start-up-or-its-unreachable-via-network/104)
**Author:** [@Mx-ThomasV](https://community.mobotix.com/u/Mx-ThomasV)\ **Replies:** 0\ **Last updated:** [March 22, 2018, 4:55pm UTC](https://community.mobotix.com/t/product-wont-start-up-or-its-unreachable-via-network/104 "2018-03-22T16:55:14Z")
In case a MOBOTIX product such as a camera or an MxDisplay does not start up or cannot be reached via network, the followings checks need to be done: Is the product PoE capable? All products except M1, M10, D10, V10 … --- ## [MxBus connection fails](https://community.mobotix.com/t/mxbus-connection-fails/101)
**Author:** [@Mx-ThomasV](https://community.mobotix.com/u/Mx-ThomasV)\ **Replies:** 0\ **Last updated:** [March 22, 2018, 4:35pm UTC](https://community.mobotix.com/t/mxbus-connection-fails/101 "2018-03-22T16:35:57Z")
If the communication between the camera and MxBus modules is not consistent or the modules tend to lose the connection, it’s advisable to check the following points: Is the MxBus cable properly connected to all MxBus mo… --- ## [Motion blur: why it occurs and how to eliminate it](https://community.mobotix.com/t/motion-blur-why-it-occurs-and-how-to-eliminate-it/114)
**Author:** [@Mx-ThomasV](https://community.mobotix.com/u/Mx-ThomasV)\ **Replies:** 0\ **Last updated:** [March 22, 2018, 5:03pm UTC](https://community.mobotix.com/t/motion-blur-why-it-occurs-and-how-to-eliminate-it/114 "2018-03-22T17:03:42Z")
It might happen that the camera delivers good images during the day, but as soon as it gets darker, people or moving objects become very blurry. Most probably this is due to the combination of a poorly lit area together… --- ## [Horizontal banding lines rolling through live image (flickering)](https://community.mobotix.com/t/horizontal-banding-lines-rolling-through-live-image-flickering/194)
**Author:** [@Mx-ThomasV](https://community.mobotix.com/u/Mx-ThomasV)\ **Replies:** 0\ **Last updated:** [April 13, 2018, 10:45am UTC](https://community.mobotix.com/t/horizontal-banding-lines-rolling-through-live-image-flickering/194 "2018-04-13T10:45:31Z")
Horizontal banding may occur when the frequency of the light source is close to the inverse of the exposure time of the camera (e.g. 50Hz frequency, 1/50s exposure time). This effect is more prominent in the case of fluo…