I'm working at a school where our access control systems have been experiencing inconsistent connection problems for the past eight months. I'm really frustrated and I'm looking for suggestions on how to monitor our network effectively to identify the root cause. I have remote access but also an onsite PC that's online 24/7 to help with diagnostics. Any recommendations on what I should do next?
Here are some details about our setup:
- Internet: Comcast 500 Mbps/35 Mbps (upgraded from 300 Mbps/25 Mbps)
- Equipment: Netgear PR60X router, Netgear GS728TPv2 POE switch, Axis A8105-LE Doorbell phone, My2N Indoor Compact answering unit, Axis A1601 Door controller.
When someone presses the doorbell, the My2N sometimes works (ringing and lighting up) and sometimes does nothing at all. I've tried replacing the doorbell and answering unit, and even reran the Cat 6 cabling—still facing issues.
I'm thinking of replacing the switch or controller or bypassing any internet connectivity for direct SIP connections. Our security team suspects it's a network issue. How can I confirm or refute that theory?
5 Answers
Have you considered reaching out to your access control vendor directly? This issue might be something simple that you can clarify with them, as they can inform you about the network requirements the door unit needs to function. Instead of just guessing and replacing equipment, review logs and packet captures to get to the bottom of this. And seriously, if local network traffic is all you need, why even include the ISP in your list of potential problems?
I've been in this field for over 30 years, and honestly, I find that Netgear gear tends to be pretty unreliable. The GS728TPv2, in particular, is known for having problematic ports that might go to sleep and won't wake up until the switch is power cycled. If you haven't already, check if there are any firmware updates available. If issues persist, I’d recommend swapping it out entirely. Since everything's on the same VLAN, I doubt the router is to blame.
For monitoring, I recommend using PRTG. The free version supports 100 sensors, which is perfect for starting out. It can help you keep an eye on devices, your internet connection, and any ports that should be open for communication. Make sure it’s set up on-site, not just remotely. This way, you’ll get insight into what might be failing, whether it's the devices, the internet, or something like a duplicate IP situation. Your security team could assist, but it may be outside what they typically handle. And just a quick note, maybe reconsider using more reliable equipment for business-critical functions?
Have you verified how the My2N device is connected? It might be trying to reach out over the internet instead of local connections. Check your DNS filters or firewall logs to see if anything is blocking My2N. If possible, try temporarily connecting a new PoE switch to the network to see if that resolves the issue with the intercom.
You might want to set up a traffic monitoring tool like Wireshark to analyze the issues further. Running tests could reveal if something important is getting blocked that's affecting connectivity.
Totally agree! A firmware update can sometimes work wonders. I’ve had similar experiences where those switches needed constant rebooting, which was never acceptable in a professional setting.