{"id":65454,"date":"2025-11-10T11:37:48","date_gmt":"2025-11-10T03:37:48","guid":{"rendered":"https:\/\/newen.kiloview.com\/docs\/faq\/kiloview-intercom-server-pro\/general-faq\/"},"modified":"2025-11-10T13:18:00","modified_gmt":"2025-11-10T05:18:00","slug":"general-faq","status":"publish","type":"docs","link":"https:\/\/www.kiloview.com\/en\/docs\/faq\/kiloview-intercom-server-pro\/general-faq\/","title":{"rendered":"General FAQ"},"content":{"rendered":"\n
Q1: Devices have been added to KIS Pro, but they always show “Offline” and cannot come online to participate in calls?<\/strong><\/summary>\n

A1\uff1aConfirm the device has joined a call group and the call is active.<\/strong><\/p>\n\n\n\n

Troubleshooting Reason:The device must first join a “Call Group” in KIS Pro, and that group must be in the “Started” state for the device to show as online. If not in a group or if the call is not started, the device will remain offline.<\/p>\n\n\n\n

Solution:1. Log in to the KIS Pro Web backend (https:\/\/server_ip:8443), go to “Call Management,” confirm a call group (e.g., “On-site Call Group”) has been created, and click “Start Call” (the button will display “Stop Call” when active). 2. Enter the call group details page, click “+ Add Member,” check the target device in the device list, and click “OK” to add the device to the group. 3. Wait 1-2 minutes, refresh the page, and check the device status. If still offline, check the device-side configuration.<\/p>\n\n\n\n

A2\uff1aCheck if the KIS Pro connection parameters on the device side are correct.<\/strong><\/p>\n\n\n\n

Troubleshooting Reason:Incorrect configuration of the KIS Pro server IP, authorization code on the device, or the voice intercom feature not being enabled prevents connection and going online.<\/p>\n\n\n\n

Solution:1. In the device Web backend (e.g., P3\/P3-mini), go to “Voice Intercom” settings. Confirm the “Server IP” is the public\/private IP of KIS Pro, and the “Authorization Code” exactly matches the code for this device in KIS Pro’s “Member Management -> Device Users” (no spaces, correct case). 2. Check “Enable Voice Intercom,” click “Connect.” After the device shows “Connection Established,” return to the KIS Pro backend to see if the device is online. 3. If the device prompts “Connection Failed,” check if server port 81 (device access port) and port 8443 (Web port) are open (refer to deployment documentation; these TCP ports need to be allowed through the firewall).<\/p>\n\n\n\n

A3\uff1aConfirm the device firmware is upgraded to the latest version.<\/strong><\/p>\n\n\n\n

roubleshooting Reason:Old device firmware might be incompatible with new KIS Pro features, causing connection failure and offline status.<\/p>\n\n\n\n

Solution:1. Check the firmware version in the device Web backend under “System Settings -> Version Information.” 2. Log in to the Kiloview website (https:\/\/www.kiloview.com\/cn\/support\/download\/), and download the latest firmware for the specific device (e.g., P3). 3. Use the “Firmware Upgrade” function in the device Web backend to upload the firmware. After the upgrade completes, restart the device and reconnect to KIS Pro.<\/p>\n<\/details>\n\n\n\n

Q2: After logging into the KIS Pro account, it frequently crashes\/flashes back to the login interface automatically?<\/strong><\/summary>\n

A1\uff1aCheck if the same account is logged in on other devices.<\/strong><\/p>\n\n\n\n

Troubleshooting Reason:KIS Pro accounts do not support simultaneous login from multiple devices by default. If the same account logs in from another device, it will kick the current session offline, causing the crash\/redirect.<\/p>\n\n\n\n

Solution:1. Confirm no other computers, phones, or devices are logged into this account (check with team members). 2. If unsure, in the KIS Pro backend under “Member Management -> Account Users,” find the account, click “Disable” and then re-“Enable” to force logout other endpoints, then log in again.<\/p>\n\n\n\n

A2\uff1aCheck if the browser microphone permission has been granted.<\/strong><\/p>\n\n\n\n

Troubleshooting Reason:KIS Pro relies on browser microphone permissions to function. If the permission is not granted or is blocked, it can cause page abnormalities and crashes\/redirects.<\/p>\n\n\n\n

Solution:1. In your current browser (Chrome recommended), click the “Lock” icon to the left of the address bar -> “Permissions.” 2. For the “Microphone” option, select “Allow.” Close the page and log back into KIS Pro. 3. If it still crashes\/redirects, open a browser “Private\/Incognito window” (Chrome shortcut Ctrl+Shift+N), re-enter the KIS Pro address to log in, avoiding cache interference.<\/p>\n<\/details>\n\n\n\n

Q3: KIS Pro prompts “Authorization Failed” during activation, cannot complete activation?
<\/strong><\/summary>\n

A1\uff1aCheck if the entered authorization code contains spaces or has format errors.<\/strong><\/p>\n\n\n\n

Troubleshooting Reason:If the authorization code contains extra spaces (e.g., accidentally copied with spaces), case errors, or missing characters, it will fail authorization checks.<\/p>\n\n\n\n

Solution:1. Log in to the KIS Pro Web backend, go to “User Center -> Authorization Service,” view the server “Machine Code,” and confirm the authorization code was generated for this specific machine code (codes are paired one-to-one). 2. Manually type the authorization code (avoid copy-pasting to prevent introducing spaces), ensuring characters and case exactly match the provided code. 3. If the code is long, verify it segment by segment (e.g., every 6 characters) to ensure no omissions, then click “Authorize.”<\/p>\n\n\n\n

A2\uff1aConfirm the authorization code is not expired and is compatible with the current KIS Pro version.<\/strong><\/p>\n\n\n\n

Troubleshooting Reason:Authorization codes have a validity period, or the code version might be incompatible with the current KIS Pro version (e.g., an old code cannot activate a new system version).<\/p>\n\n\n\n

Solution:1. Contact Kiloview Technical Support (support@kiloview.com), provide the server machine code and authorization code, and confirm if the code is within its validity period. 2. In KIS Pro’s “About Version,” check the current system version (e.g., 1.10.0025) and confirm the authorization code supports this version. 3. If versions are incompatible, either upgrade KIS Pro to a version supported by the authorization code, or apply for a new authorization code matching the current version.<\/p>\n\n\n\n

<\/p>\n<\/details>\n\n\n\n

Q4: Prompt “File Error” when upgrading KIS Pro, or the system fails to start after upgrade?<\/strong><\/summary>\n

A1\uff1aCheck if the upgrade file is the correct .bin format and the correct file was downloaded.<\/strong><\/p>\n\n\n\n

Troubleshooting Reason:KIS Pro only supports upgrade using .bin format firmware files. If a zip file (.zip), document (.pdf), or other format is downloaded, it will prompt “File Error.” If the downloaded .bin file does not match the KIS Pro version, the upgrade will fail.<\/p>\n\n\n\n

Solution:1. Log in to the Kiloview website “KIS Pro Download Section,” find the “Firmware Upgrade” area, confirm the downloaded file has the “.bin” extension, avoiding downloading files like “User Manual” or “Deployment Document.” 2. If a compressed file was downloaded, first extract the .bin upgrade file. 3. In KIS Pro, go to “About Version -> Firmware Upgrade,” click “Upload File,” select the correct .bin file, click “Upgrade,” and wait 2-3 minutes (do not power off during this process).<\/p>\n\n\n\n

A2\uff1aBefore upgrading, confirm the system is backed up and has sufficient space.<\/strong><\/p>\n\n\n\n

Troubleshooting Reason:Insufficient server disk space (less than 10GB) or lack of data backup may cause upgrade interruption or system abnormalities.<\/p>\n\n\n\n

Solution:1. Log in to the KIS Pro server terminal, execute the df -hcommand to check disk space. Ensure the partition containing the \/usr\/local\/bin\/kis_db\/directory (data storage directory) has at least 10GB free space. 2. Before upgrading, go to KIS Pro “System Logs,” click “Download Logs” to back up operation logs, facilitating troubleshooting if the upgrade fails. 3. If space is insufficient, delete unrelated files on the server (e.g., old firmware, temporary files) to free up space before retrying the upgrade.<\/p>\n\n\n\n

<\/p>\n<\/details>\n\n\n\n

Q5: After logging into KIS Pro via the web page, the microphone cannot be used; the other party cannot hear sound during a call?<\/strong><\/summary>\n

A1\uff1aCheck if the browser microphone permission is enabled.<\/strong><\/p>\n\n\n\n

Troubleshooting Reason:The browser has not granted KIS Pro permission to use the microphone, preventing audio capture and resulting in no audio input during calls.<\/p>\n\n\n\n

Solution:1. In Chrome, click the three dots in the address bar -> Settings -> Privacy and security -> Site settings -> Microphone. 2. Under “Allowed to use your microphone,” confirm the KIS Pro server address (e.g., https:\/\/43.128.30.176:8443) is in the list. If it’s under “Not allowed to use your microphone,” click “Remove” and then revisit KIS Pro, selecting “Allow” when the permission prompt appears. 3. Click the “Lock” icon to the left of the address bar. Confirm “Microphone” shows “Allowed”. If it shows “Blocked,” click “Site settings” and change it to “Allow.”<\/p>\n\n\n\n

A2\uff1aConfirm the local computer microphone hardware is functioning correctly and enabled.<\/strong><\/p>\n\n\n\n

Troubleshooting Reason:The computer microphone is not enabled, hardware is faulty, or it is being used by another program, preventing KIS Pro from accessing it.<\/p>\n\n\n\n

Solution:1. Windows:Right-click the volume icon in the taskbar -> Sound settings -> Microphone. Confirm “Microphone access” is on, and the “Choose your input device” is set to the current microphone (e.g., USB headset microphone). 2. Mac:Go to System Settings -> Sound -> Input. Confirm the correct microphone is selected and its volume is not set to 0. 3. Open the computer’s “Voice Recorder” (Windows) or “Voice Memos” (Mac), record a short audio clip and play it back to confirm the microphone is working properly, ruling out hardware failure.<\/p>\n<\/details>\n","protected":false},"featured_media":0,"parent":65453,"menu_order":0,"comment_status":"open","ping_status":"closed","template":"","doc_tag":[],"class_list":["post-65454","docs","type-docs","status-publish","hentry"],"acf":[],"aioseo_notices":[],"comment_count":0,"_links":{"self":[{"href":"https:\/\/www.kiloview.com\/en\/wp-json\/wp\/v2\/docs\/65454","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.kiloview.com\/en\/wp-json\/wp\/v2\/docs"}],"about":[{"href":"https:\/\/www.kiloview.com\/en\/wp-json\/wp\/v2\/types\/docs"}],"replies":[{"embeddable":true,"href":"https:\/\/www.kiloview.com\/en\/wp-json\/wp\/v2\/comments?post=65454"}],"version-history":[{"count":1,"href":"https:\/\/www.kiloview.com\/en\/wp-json\/wp\/v2\/docs\/65454\/revisions"}],"predecessor-version":[{"id":65457,"href":"https:\/\/www.kiloview.com\/en\/wp-json\/wp\/v2\/docs\/65454\/revisions\/65457"}],"up":[{"embeddable":true,"href":"https:\/\/www.kiloview.com\/en\/wp-json\/wp\/v2\/docs\/65453"}],"wp:attachment":[{"href":"https:\/\/www.kiloview.com\/en\/wp-json\/wp\/v2\/media?parent=65454"}],"wp:term":[{"taxonomy":"doc_tag","embeddable":true,"href":"https:\/\/www.kiloview.com\/en\/wp-json\/wp\/v2\/doc_tag?post=65454"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}