Hytera SmartOne Dispatch Troubleshooting Guide V3.0.00 - Eng

SmartOne Dispatch
Troubleshooting Guide
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SmartOne Dispatch Troubleshooting Guide Contents
Contents
Documentation Information ..................................................................................................................... 1
1. Overview ................................................................................................................................................ 4
1.1 Fault Types ........................................................................................................................................ 4
1.2 Troubleshooting Instructions .............................................................................................................. 4
1.3 Troubleshooting Flowchart ................................................................................................................ 5
2. Pre-Troubleshooting ............................................................................................................................. 7
3. Login Faults ........................................................................................................................................... 8
3.1 An Unknown Error Occurs ................................................................................................................. 8
3.2 Data Loading on the Business Server Does Not Finish ................................................................... 10
3.3 When the SmartOne Dispatch Client Is Deployed in the Network of the Public Security Department,
the SmartOne Dispatch Client Repeatedly Disconnects from and Reconnects to the Business Server 12
4. Online and Offline Faults .................................................................................................................... 13
4.1 SAPs for the DMR Trunking System Cannot Go Online .................................................................. 13
4.2 SAP for the Hytera HyTalk Pro System Cannot Go Online .............................................................. 14
4.3 SAP for the P-LTE Trunking System Cannot Go Online .................................................................. 18
4.4 SAP for the GB28181 Video Surveillance System Cannot Go Online ............................................. 21
4.5 Dispatch Mobile Radio Cannot Go Online ....................................................................................... 22
4.6 Dispatch Repeater Cannot Go Online ............................................................................................. 24
4.7 Portable Radio Cannot Go Online and the Online Check on the Radio Fails .................................. 26
4.8 Dispatch Mobile Radio or Repeater Cannot Be Displayed on the SmartOne Dispatch Client ......... 30
4.9 Repeater RD980S Cannot Go Online on the SmartOne Dispatch Client for XPT System ............... 31
5. Call Faults ............................................................................................................................................ 35
5.1 Radio User Fails to Call the SmartOne Dispatch Client ................................................................... 35
5.2 There Is No Sound When the Radio User or Dispatcher Initiates a Call .......................................... 35
5.3 Dispatcher Fails to Call the Radio or There Is No Sound When the Dispatcher Initiates a Call to the
Radio ..................................................................................................................................................... 36
5.4 When the Dispatcher Initiates a Call to the Radio, It Takes a Long Time to Set Up the Call or the Call
Fails ....................................................................................................................................................... 38
5.5 Radio User Fails to Receive a Group Call from the SmartOne Dispatch Client ............................... 40
5.6 Seat of the Call Taking and Handling System Fails to Call the Radio in the DMR Trunking System 42
6. Basic Data Faults ................................................................................................................................ 45
6.1 Administrator Fails to Synchronize Data from the DMR Trunking System to the SmartOne Dispatch
.............................................................................................................................................................. 45
6.2 Administrator Fails to Synchronize Data from the Hytera HyTalk Pro System to the SmartOne
Dispatch................................................................................................................................................. 45
6.3 Display of SAPs in the Configuration Tool Is Abnormal ................................................................... 47
7. Video Communication Faults ............................................................................................................. 50
i
Contents SmartOne Dispatch Troubleshooting Guide
7.1 Dispatcher Fails to Pull Videos ........................................................................................................ 50

7.2 Dispatcher Fails to Forward Videos ................................................................................................. 52
7.3 Video Playback Is Choppy ............................................................................................................... 52
8. Message Faults.................................................................................................................................... 55
8.1 When the SmartOne Dispatch Interworks with the Dispatch Mobile Radio or Repeater, the Dispatcher
Fails to Send a Message to the Radio ................................................................................................... 55
8.2 Dispatcher Fails to Send a Message to the Radio or Group in the Hytera HyTalk Pro System ....... 56
8.3 Dispatcher Fails to Send a Message to the Radio in the DMR Trunking System ............................ 57
8.4 Dispatcher Fails to Send a Multimedia Message to the Radio in the Hytera HyTalk Pro System .... 58
9. GPS Faults ........................................................................................................................................... 60
9.1 When the SmartOne Dispatch Interworks with the Conventional Repeater, Dispatcher Fails to Poll
GPS from the Radio............................................................................................................................... 60
9.2 SmartOne Dispatch Client Fails to Receive the GPS Data Reported by the Radio ......................... 60
9.3 GPS Location Deviation Is Large ..................................................................................................... 62
9.4 Dispatcher Fails to Change the GPS Polling Interval....................................................................... 62
9.5 Dispatcher Fails to Poll GPS from the Radio in the Hytera HyTalk Pro System or P-LTE Trunking
System................................................................................................................................................... 63
10. Database Faults ................................................................................................................................. 65
10.1 Administrator Fails to Delete the Database ................................................................................... 65
10.2 Database Connection Fails ............................................................................................................ 66
10.3 Gateway or Business Server Repeats Restarting .......................................................................... 68
11. Hot Standby Fault.............................................................................................................................. 71
12. Other Faults ....................................................................................................................................... 75
12.1 Network Connection Fails and the UDP Port Is Occupied ............................................................. 75
12.2 Dispatcher Fails to Kill or Revive the Radio ................................................................................... 75
12.3 Errors Occur Because of the Encryption ........................................................................................ 76
13. Reason Code ..................................................................................................................................... 78
13.1 Business Server............................................................................................................................. 78
13.2 DMR2 DFSI ................................................................................................................................... 81
13.3 DMR3 SSI ...................................................................................................................................... 81
13.4 TETRA DFSI .................................................................................................................................. 82
13.4.1 TMO..................................................................................................................................... 82
13.4.2 DMO .................................................................................................................................... 83
13.5 GB28181 ....................................................................................................................................... 85
14. FAQ..................................................................................................................................................... 87
ii
SmartOne Dispatch Troubleshooting Guide Documentation Information
Documentation Information
This section describes the audience, conventions, and revision history of this document.
Audience
This document is intended primarily for the following audiences:
 Maintenance engineers
 Customer service personnel
Documentation Conventions
Instructional Icons
Icon Description
Tip Indicates information that can help you make better use of your product.
Note Indicates references that can further describe the related topics.
Caution Indicates situations that could cause data loss or equipment damage.
Warning Indicates situations that could cause minor personal injury.
Danger Indicates situations that could cause major personal injury or even death.
Notational Conventions
Item Description Example
To save the configuration, click Apply.

Denotes menus, tabs, parameter
Boldface names, window names, dialogue The Log Level Settings dialogue appears.
names, and hardware buttons.
Press the PTT key.
The screen displays "Invalid Battery!".
Denotes messages, directories, file Open "PDT_PSS.exe".

"" names, folder names, and
parameter values. Go to "D:/opt/local".
In the Port text box, enter "22".
1
Documentation Information SmartOne Dispatch Troubleshooting Guide
Directs you to access a multi-level Go to File > New.

>
menu.
For details about using the DWS, refer to Dispatch

Italic Denotes document titles.
Workstation User Guide.
Denotes commands and their To set the IP address, run the following command:
Courier New
execution results. vos-cmd - m name IP
Revision History
Document Version Application Version Release Date Description
Updated the port number for SmartOne

00 V3.0 July 2020
Dispatch login.
Added:
 3.3 When the SmartOne Dispatch Client

Is Deployed in the Network of the Public
Security Department, the SmartOne
Dispatch Client Repeatedly Disconnects
from and Reconnects to the Business
Server
 4.1 SAPs for the DMR Trunking System

Cannot Go Online
00 V2.7 November 2018
 4.2 SAP for the Hytera HyTalk Pro
System Cannot Go Online
 4.3 SAP for the P-LTE Trunking System

Cannot Go Online
 4.4 SAP for the GB28181 Video

Surveillance System Cannot Go Online
 5.3 Dispatcher Fails to Call the Radio or

There Is No Sound When the Dispatcher
Initiates a Call to the Radio
2
SmartOne Dispatch Troubleshooting Guide Documentation Information
Document Version Application Version Release Date Description

 5.6 Seat of the Call Taking and Handling
System Fails to Call the Radio in the
DMR Trunking System
 6.1 Administrator Fails to Synchronize

Data from the DMR Trunking System to
the SmartOne Dispatch
 6.2 Administrator Fails to Synchronize

Data from the Hytera HyTalk Pro
System to the SmartOne Dispatch
 6.3 Display of SAPs in the

Configuration Tool Is Abnormal
 7.1 Dispatcher Fails to Pull Videos
 7.2 Dispatcher Fails to Forward Videos
 7.3 Video Playback Is Choppy
 8.2 Dispatcher Fails to Send a Message

to the Radio or Group in the Hytera
HyTalk Pro System
 8.3 Dispatcher Fails to Send a Message

to the Radio in the DMR Trunking
System
 8.4 Dispatcher Fails to Send a

Multimedia Message to the Radio in the
Hytera HyTalk Pro System
 9.4 Dispatcher Fails to Change the GPS

Polling Interval
 9.5 Dispatcher Fails to Poll GPS from

the Radio in the Hytera HyTalk Pro
System or P-LTE Trunking System
00 V2.5 March 2018 Initial release.
3
Overview SmartOne Dispatch Troubleshooting Guide
1. Overview
This document provides the fault types, troubleshooting precautions, and troubleshooting flowchart that help you
troubleshoot issues with the SmartOne Dispatch.
1.1 Fault Types

You can adopt different troubleshooting methods for different fault types.
The following lists common fault types:
 Login Faults
 Online and Offline Faults
 Call Faults
 Basic Data Faults
 Video Communication Faults
 Message Faults
 GPS Faults
 Database Faults
 Hot Standby Fault
 Other Faults
1.2 Troubleshooting Instructions

Before diagnosing and processing faults, read the following instructions:
 Make sure that the maintenance engineers are well trained to know how to operate and troubleshoot the SmartOne
Dispatch.
 Strictly confirm to operation rules and industrial safety standards, ensuring personal and device safety.
 Ensure that the version of your SmartOne Dispatch is officially released by Hytera, and the version of the
communication system connected to the SmartOne Dispatch matches the version of the SmartOne Dispatch.
 Record original information, such as problem symptom, troubleshooting procedure, and fault logs, and then feed
them back to Hytera technical support engineers.
 Ensure that only qualified personnel can perform key operations, such as restarting services and changing
configurations. Before performing key operations, confirm the operation feasibility, backup data, and prepare
emergency measures.
 Modify the data upon authorization. Before data modification, back up the data and record the modification details.
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SmartOne Dispatch Troubleshooting Guide Overview
 Do not use any other software instead of authorized Hytera software to modify the database.
1.3 Troubleshooting Flowchart

The following figure shows the troubleshooting flowchart.
Start
Gather facts
Identify possible cause
Implement solution
No
Is the problem solved? Record fault information
Yes
Output the troubleshooting Contact Hytera Technical
report support engineers
End
Gather Facts
The fault scenario should be described clearly to help locate possible causes. When a fault occurred, it is recommended
to gather information about the fault scenario at the first time, including but not limited to:
 Network topology and IP address planning
 Exact time and place
 Detailed fault description
 Operations performed by user or the maintenance engineer before the fault occurrence
 Response measures upon the fault occurrence
 Radio ID and dispatcher’s account upon the fault occurrence
 Affected services
Identify Possible Cause

Consider possible causes of the problem based on the facts that you gathered, and then make the analysis.
Implement Solution
Create an action plan based on your analysis and then implement the action plan to make the SmartOne Dispatch work
5
Overview SmartOne Dispatch Troubleshooting Guide
properly.
Check Whether the Problem Is Solved

Check whether the fault symptoms disappear.
Output the Troubleshooting Report

Record the troubleshooting procedure and output the report after the fault is rectified.
Note
It is recommended to include problem symptom, possible cause, solution and prevention measures in the
troubleshooting report.
Record Fault Information

Record the following information to get technical support service from Hytera:
 Customer name
 Contact information
 Detailed information on fault scenario and symptom
 Remote access information
Contact Hytera Support Engineers

If you cannot solve the problem using the information in this document, contact Hytera technical support engineers.
6
SmartOne Dispatch Troubleshooting Guide Pre-Troubleshooting
2. Pre-Troubleshooting
Pre-troubleshooting is the recommended steps you should take to eliminate possible causes of the problem.
Before the fault location, you should make sure that:
 The portable radio, dispatch mobile radio and repeater are programmed and configured correctly and within the
communication range.
 The software versions of systems and radios are match with each other.
 The current router and server work properly and the Internet cable is connected.
 The program or network is not blocked by the server firewall or antivirus software.
 The required ports are not blocked by the firewall or air gap.
 The relevant clients, service access points (SAPs) and functions have been licensed, and the valid period does not
expire.
7
Login Faults SmartOne Dispatch Troubleshooting Guide
3. Login Faults
3.1 An Unknown Error Occurs
Problem
When you log in to the SmartOne Dispatch client, the error message "Failed." appears.
Possible Cause
 Cause 1: The SmartOne Dispatch client fails to connect to the business server.
 Cause 2: The SmartOne Dispatch client is installed incorrectly.
Solution
 For the cause 1, do as follows:
a. Log in to the PC with the account used to install the SmartOne Dispatch client.
b. On your desktop, double-click the shortcut icon of the SmartOne Dispatch client.
c. In the upper-right corner, click .
d. Ensure that the following parameters are configured correctly.
Parameter Description Settings
Select the IP address of the PC where

the SmartOne Dispatch client is
IP address of the SmartOne Dispatch installed.
Local SIP IP client used to provide the Session If the SmartOne Dispatch client has two
Initiation Protocol (SIP) service. network cards, enter the IP address of
Local SIP
the network card that can be used to
communicate with the business server.
It is recommended to keep the default

Port number of the SmartOne Dispatch
Port settings unchanged.
client used to provide the SIP service.
The default is "5070".
Master IP address of the master business This parameter is subject to the actual
Master Server
Server IP server. conditions.
8
SmartOne Dispatch Troubleshooting Guide Login Faults
Parameter Description Settings

If the master business server has two
network cards, enter the IP address of
the network card that can be used to
communicate with the SmartOne
Dispatch client.
This parameter must be the same as

Local Port under Service Server >
Port number of the master business Platform in the configuration tool.

Port
server. The default is "12000".
If Use NAT to Access is enabled, set

the port number to "4064".

Local SIP IP under Service Server >
SIP in the configuration tool.
Master
IP address of the master business server If the master business server has two
Server SIP
used to provide the SIP service. network cards, enter the SIP IP address
IP
of the network card that can be used to
communicate with the SmartOne
Dispatch client.

Port number of the master business
Port Local SIP Port under Service Server >
server used to provide the SIP service.
SIP in the configuration tool.
This parameter is subject to the actual
Master conditions.
Sets whether the SmartOne Dispatch
Server If the SmartOne Dispatch client and
Use NAT to client uses the Network Address
business server are located in different
Access Translation (NAT) mode to access the
network segments, select Master
master or standby business server.
Standby
Server or Standby Server to enable the
Server
NAT mode.
9
e. Check and ensure that the UDP port is idle. The following takes the port 5070 as an example.
i. On your desktop, click the Start button, type "cmd" in the search box and press Enter.
ii. In the Command Prompt window, run the following command:

netstat -ano|findstr 5070
iii. If the UDP port is occupied, close the program that occupies the port.
a. Uninstall the SmartOne Dispatch client.
b. Activate the administrator account of the PC where the SmartOne Dispatch client will be reinstalled.
c. Ensure that no anti-virus software is running.
d. Reinstall the SmartOne Dispatch client. For details, refer to the Hytera SmartOne Dispatch Client
Installation Guide.
e. Log in to the PC with the account used to reinstall the SmartOne Dispatch client.
f. Log in to the SmartOne Dispatch client.
3.2 Data Loading on the Business Server Does Not Finish

Problem
When you log in to the SmartOne Dispatch client, the error message indicates that the server is being started.
Possible Cause
 Cause 1: The business server fails to connect to the database or the database has not been imported.
 Cause 2: The business server is being started and is loading data.
Solution
 If the database and business server are deployed on the same computer, do the following:
i. Log in to the computer where the business server and database are installed.
ii. Right-click the Windows taskbar, and select Start Task Manager.
iii. On the Processes tab, check and ensure that all the processes of the business server and PostgreSQL
database are in the running state.
iv. Log in to the configuration tool.
v. Go to Service Server > Database.
vi. Set Database IP to "localhost".
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SmartOne Dispatch Troubleshooting Guide Login Faults
vii. Restart the database.
viii. In the configuration tool, click Initialize DB.

 If the message "A database with the same name already exists. Overwrite it?" appears, click
Cancel.
 If the message "Succeeded" appears, click OK.
 If the database and business server are deployed on separated computers, do the following:
i. On the computer where the database is installed, open the authorization file "pg_hba.conf" in the
"C:\Program Files\PostgreSQL\10.1\data" path by Notepad.
ii. Change the parameter in red from "127.0.0.1/32" to "0.0.0.0/0".

# IPv4 local connections:
host all all127.0.0.1/32 md5
iii. Go to Start > Control Panel > Windows Firewall > Turn Windows Firewall on or off.
iv. Select Turn off Windows Firewall (not recommended) in all areas.
v. Restart the database.
vi. Log in to the configuration tool.
vii. Go to Service Server > Database.
viii. Click Initialize DB.

 If the message "A database with the same name already exists. Overwrite it?" appears, click
Cancel.
 If the message "Succeeded" appears, click OK.
a. Log in to the configuration tool.
11
b. Ensure that the business server has been started.
3.3 When the SmartOne Dispatch Client Is Deployed in the

Network of the Public Security Department, the SmartOne
Dispatch Client Repeatedly Disconnects from and
Reconnects to the Business Server
Problem
When the SmartOne Dispatch client is deployed in the network of the public security department, the SmartOne
Dispatch client repeatedly disconnects from and reconnects to the business server.
Possible Cause
The IP address protection of the SmartOne Dispatch client and business server is disabled.
Solution
1. On the PC where the SmartOne Dispatch client is installed, ping the IP address of back-end server on network
border.
2. If the packet loss rate is high, ask the administrator of the network of the public security department to enable the
IP address protection of the SmartOne Dispatch client and business server.
12
SmartOne Dispatch Troubleshooting Guide Online and Offline Faults
4. Online and Offline Faults

4.1 SAPs for the DMR Trunking System Cannot Go Online
Problem
In the network management system (NMS) of the SmartOne Dispatch, the dispatch SAP, data SAP, and channel
monitoring SAP for the DMR trunking system are offline. Therefore, when the dispatcher calls the radio in the DMR
trunking system, the error message "An online SAP is not found when the Business Server tries to assign SAPs to a
dispatcher." appears.
Possible Cause
 Cause 1: The IP addresses of the gateway configured for the dispatch SAP, data SAP, and channel monitoring
SAP are the same.
 Cause 2: The DMR trunking system does not have the license for the dispatch API and the data API.
 Cause 3: The number of the SmartOne Dispatch has not been added to DMR trunking system or the number of
the SmartOne Dispatch is configured incorrectly.
 Cause 4: The user name and password used by the SmartOne Dispatch to log in to the DMR trunking system are
configured incorrectly.
Solution
i. In your browser, type https://IP address of the gateway:11111 and press Enter.
ii. Type the user name (admin) and password (admin), and then click Log in.
b. Go to Gateway > SAP.
c. Check and ensure that the IP addresses of the gateway are specified differently for the dispatch SAP, data
SAP, and channel monitoring SAP.
Check and ensure that the DMR trunking system has the license for the dispatch API and data API.
13
Online and Offline Faults SmartOne Dispatch Troubleshooting Guide
a. Create a number for the SmartOne Dispatch through the NMS of the DMR trunking system.
i. Log in to the NMS of the DMR trunking system.
ii. Go to Subscriber > Subscriber > Local Subscriber.
iii. Click .
iv. Specify the related parameter.
v. Click OK.
b. Ensure that the number of the SmartOne Dispatch is configured correctly in the configuration tool.
i. Log in to the configuration tool.
ii. Go to Gateway > SAP.
iii. Click the SAP for the DMR trunking system.
iv. Ensure that the parameter under Radio ID are consistent with the number created in step a.
c. Click the SAP for the DMR trunking system.
d. Ensure that Trunking System User Name and Trunking System Password are configured correctly.
4.2 SAP for the Hytera HyTalk Pro System Cannot Go

Online
Problem
In the NMS of the SmartOne Dispatch, the SAP for the Hytera HyTalk Pro system is offline. Therefore, when the
dispatcher calls the radio in the Hytera HyTalk Pro system, the error message "An online SAP is not found when the
14
Business Server tries to assign SAPs to a dispatcher." appears.
Possible Cause
 Cause 1: The IP address and the port number of the SIP service provided by Hytera HyTalk Pro system are
 Cause 2: The user name and password used by the SmartOne Dispatch to log in to the Hytera HyTalk Pro system
are configured incorrectly.
Solution
a. Check the IP address and port number of the Hytera HyTalk Pro system that accesses the SmartOne Dispatch.
i. Log in to the NMS of the Hytera HyTalk Pro system.
ii. Double-click the Hytera HyTalk Pro system.
iii. Click .
iv. Go to ETC Configuration > TCF Configuration, and then select the TCF network element (NE).
v. Move your cursor over Configuration and click TcfEntityDev.
vi. Check and remember the IP address and port number of the Hytera HyTalk Pro system.
b. Log in to the configuration tool.
c. Go to Gateway > SAP.
d. Click the SAP for the Hytera HyTalk Pro system.
15
e. Ensure that LTE Server SIP IP and LTE Server SIP Port are consistent with the IP address and port
number checked in step a.
a. Check the number of the SmartOne Dispatch configured in the configuration tool.
iii. Click the SAP for the Hytera HyTalk Pro system.
iv. Check and remember the value of Radio ID.
b. Check the user name and modify the password of the SmartOne Dispatch in the NMS of the Hytera HyTalk
Pro system.
i. Log in to the NMS of the Hytera HyTalk Pro system.
ii. Click .
iii. Click Subscriber Management.
16
iv. In the Number search box, type the number of the SmartOne Dispatch and click Search.
v. In the search results, right-click the number of the SmartOne Dispatch and select Modify.
vi. Check and remember the value of IMPI
vii. Modify Password and click Save.
c. Modify the user name and password of the SmartOne Dispatch in the configuration tool.
iii. Click the SAP for the Hytera HyTalk Pro system.
iv. Ensure that User Name and Password are consistent with the user name and password of the SmartOne
Dispatch configured in the NMS of the Hytera HyTalk Pro system.
17
4.3 SAP for the P-LTE Trunking System Cannot Go Online

Problem
In the NMS of the SmartOne Dispatch, the SAP for the P-LTE trunking system is offline. Therefore, when the
dispatcher calls the radio in the P-LTE trunking system, the error message "Service 753/SAP is offline" appears.
Possible Cause
 Cause 1: The IP address and port number of the CMS NE in the P-LTE trunking system is configured incorrectly.
 Cause 2: The user name and password used by the SmartOne Dispatch client to log in to the P-LTE trunking
system is configured incorrectly.
Solution
a. Check and remember the IP address and port number of CMS NE in the P-LTE system that accesses the
SmartOne Dispatch.
i. Log in to the NMS of the P-LTE trunking system.
ii. Double-click the P-LTE system.
iii. Click .
iv. Go to eTC > MCS > 20-MC_CMS[cms] > CMS INIT CONFIG.
v. In the right pane, click MODIFY.
vi. Select "0" in the Index drop-down list.
vii. Check and remember the IP address and port number of the CMS NE.
18
b. Check and ensure that the IP address and port number of the CMS NE is configured correctly in the
configuration tool.
i. Log into thee configuration tool of the SmartOne Dispatch.
iii. Click the SAP for the P-LTE trunking system.
iv. Ensure that Core Network CMS HTTP IP and Core Network CMS HTTP PORT are consistent
with the IP address and port number configured in the NMS of the P-LTE system.
a. Check and remember the number of the SmartOne Dispatch assigned by the P-LTE system.
i. Log in to the configuration tool of the SmartOne Dispatch as the administrator.
iii. Check and remember the value of Radio ID.
19
b. Modify the user name and password used by the SmartOne Dispatch to log in to the P-LTE trunking system.
i. Log in to the NMS of the P-LTE trunking system.
ii. Click .
iii. Go to MCS Management > User Management.
iv. Select Affiliation NE, type the number of the SmartOne Dispatch in the search box, and click .
v. In the search results, select the number of the SmartOne Dispatch and click .
vi. Check and remember the value of User Alias and password.
c. Modify the configuration of the SAP for the P-LTE trunking system in the configuration tool.
iii. Ensure that the value of User Name and Password are consistent with the user name and password
configured in the NMS of the P-LTE system.
20
4.4 SAP for the GB28181 Video Surveillance System

Cannot Go Online
Problem
In the NMS of the SmartOne Dispatch, the SAP for the GB28181 video surveillance system is offline. Therefore, on
the SmartOne Dispatch client, video surveillance cameras cannot go online and the dispatcher cannot pull videos from
video surveillance cameras.
Possible Cause
The IP address and port number of the SIP service provided by the SmartOne Dispatch gateway is configured
incorrectly.
Solution
1. Log in to the camera management platform.
a. In your browser, enter "http://IP address of the Video Surveillance System/doc/page/config.asp".
b. Enter the user name and password, and then click Login.
2. Go to Settings > Network > Advanced > Platform Access.
3. Ensure that SIP IP and SIP Port are set to the IP address and port number of the SIP service provided by
SmartOne Dispatch gateway.
4. Log in to the configuration tool.
5. Go to Gateway > SAP.
6. Select the SAP for the video surveillance system.
7. Ensure that Local Server IP Address and Local Sever Port are set to the IP address and port number of the SIP
service provided by SmartOne Dispatch gateway.
21
4.5 Dispatch Mobile Radio Cannot Go Online

Problem
The dispatch mobile radio is offline and unable to go online on the SmartOne Dispatch client.
Possible Cause
 Cause 1: The version of the mobile radio is earlier than V6.05.07.006.
 Cause 2: The end-pin signal of the mobile radio has not been modified.
 Cause 3: The serial port number of the mobile radio is configured incorrectly.
 Cause 4: The baud rate of the mobile radio is configured incorrectly.
Solution
a. Check and ensure that the connection between the dispatch mobile radio and the gateway is normal.
b. Check and ensure that the version of the mobile radio is later than V6.05.07.006
b. In the upper-right corner of the page, click Stop under Gateway.
c. Terminate the remote desktop service on the business server.
d. Check and ensure that the UDP port is idle. The following takes the port 5070 as an example.
i. On the desktop of the server, click the Start button, type "cmd" in the search box and press Enter.
ii. In the Command Prompt window, run the following command:

netstat -ano|findstr 5070
iii. If the UDP port is occupied, close the program that occupies the port.
e. In the customer programming software (CPS) of the mobile radio, go to Edit > General Setting > Setting >
Network.
f. Set the Accessory Port Communication to "UART".
22
Note
It is recommended to use the dispatch mobile radio customized for the SmartOne Dispatch and the serial cable
for SmartOne Dispatch MD780.
a. Start the serial port test tool.
b. Click .
c. Select Enable and select a serial port from the Port drop-down list box.
d. Click OK.
e. Type "7E 04 00 FE 20 10 00 00 00 0C 60 E1" in the lower pane and click Send.
f. Check whether "7E 04 00 FD 10 20 00 00 00 0C 70 D2" is displayed in the upper pane, and do the following:
 If yes, exit the tool.
 If no, ensure that the GPIO of the dispatch mobile radio has been modified.
23
Ensure that the baud rate set in the configuration tool is consistent with the baud rate programmed for the dispatch
mobile radio through CPS.
4.6 Dispatch Repeater Cannot Go Online

Problem
The dispatch repeater is offline and unable to go online on the SmartOne Dispatch client.
Possible Cause
 Cause 1: The repeater ID is configured incorrectly in the configuration tool.
 Cause 2: The IP addresses or MAC addresses of the repeater conflict.
 Cause 3: The repeater ID configured in the configuration tool is not unique.
 Cause 4: Forward to PC is not selected for the repeater or the forwarding address configured for the repeater is
not the IP address of the SmartOne Dispatch gateway.
Solution
i. In your browser, enter "https://IP address of the gateway:11111" and press Enter.
ii. Type the user name and password, and then click Log in.
c. Click the SAP for the repeater.
d. Ensure that Repeater ID is the same as Radio ID programed for the dispatch repeater.
24
Ensure that there is no conflicted IP addresses or MAC addresses in the network.
Ensure that the repeater ID configured in the configuration tool is unique.
During repeater programming, select Forward to PC and set Third Party Server IP to the IP address of the
SmartOne Dispatch gateway.
25
4.7 Portable Radio Cannot Go Online and the Online

Check on the Radio Fails
Problem
When the SmartOne Dispatch interworks with the dispatch mobile radio or repeater, the portable radio is offline and
the online check on the radio fails.
Possible Cause
 Cause 1: The portable radio is unable to send registration information to the dispatch mobile radio or repeater
because the portable radio is programmed incorrectly.
 Cause 2: The portable radio, dispatch mobile radio, or repeater does not work on the digital channel.
 Cause 3: The portable radio stops automatically registering with the dispatch mobile radio or repeater after the
maximum unsuccessful registration attempts exceeds.
 Cause 4: When the SmartOne Dispatch interworks with the Hytera HyTalk Pro system, the PRES NE of the
Hytera HyTalk Pro system is configured incorrectly.
Solution
a. Ensure that RRS & GPS ID of the portable radio is programmed correctly through the CPS.
 When the mobile radio is used for dispatch, set RRS & GPS ID to the ID of the mobile radio.
26
 When the repeater is used for dispatch, if the repeater is in the whole-network mode, set RRS & GPS
ID to the ID of the master repeater. If the repeater is in the grouping mode, set RRS & GPS ID to the ID
of the repeater to which the mobile radio belongs. If the repeater is in the normal mode. Set RRS & GPS
ID to "65535".
 Set RRS Port to "3002".
b. Ensure that the subnet ID is configured correctly.
iii. Select the SAP for the system of the dispatch mobile radio or repeater.
iv. Ensure that the value of Subnet ID is the same as that programmed for the portable radio.
c. In the CPS of the portable radio, select Selected in the RRS Revert Channel drop-down list.
27
Ensure that the portable radio, dispatch mobile radio, or repeater work on the digital channel.
Switch the channel of the portable radio or restart the portable radio.
The portable radio will automatically send registration request to the dispatch mobile radio or repeater.
a. Log in to the NMS of the Hytera HyTalk Pro system.
i. In your browser, type "http://IP address of the NMS server:8080/UniNM and press Enter.
ii. Type the username and password, and then click OK.
b. Double-click the system you want to configure.
c. Click
d. Ensure that the PRES NE of the Hytera HyTalk Pro system is configured correctly.
i. Go to ETC Configuration > PRES Configuration > Configuration > PresEntityDev.
ii. Ensure that the PRES NE is configured correctly.
e. Check and remember the IP address of the HSS master main unit.
i. Go to ETC Configuration > eHSS Configuration > Configuration > HSS Host Config.
28
ii. Check and remember the value of PrimaryIp4Addr.
f. Check and ensure that the remote IP address of the PRES NE is configured correctly.
i. Go to ETC Configuration > PRES Configuration > Configuration > PresInterNetworkLinkCfg.
ii. Ensure that the value of RemoteIpAddrVal is consistent with the IP address of the HSS master main
unit checked in step e.
g. Restart the PRES NE remotely.
h. Click .
i. Check and ensure that the PRES NE is online.
29
4.8 Dispatch Mobile Radio or Repeater Cannot Be

Displayed on the SmartOne Dispatch Client
Problem
The dispatch mobile radio or repeater cannot be displayed on the SmartOne Dispatch client.
Possible Cause
 Cause 1: The dispatcher does not have permission to access the dispatch mobile radio or repeater.
 Cause 2: The gateway cannot connect to the database.
 Cause 3: The gateway cannot connect to the business server.
 Cause 4: The SAP for the gateway to access the dispatch mobile radio or repeater has not been created.
Solution
a. Log in to the SmartOne Dispatch client as the administrator.
b. Go to Account > Account.
c. Select the account of the dispatcher that you want to modify and click .
d. Under Authorized System, select the system of the dispatch mobile radio or repeater that you want to
authorized to the dispatcher.
e. Under SAP, select the SAP that you want to authorized to the dispatcher.
b. Go to Service Server > Database.
c. Click Connect Test to check whether the database is connected. If the connection fails, see 10.2 Database
Connection Fails.
b. Go to Gateway > Server.
c. Ensure that Master Server IP is configured correctly.
b. Go to Gateway > SAP > Add SAP.
c. Add the SAP for the dispatch mobile radio or repeater.
30
4.9 Repeater RD980S Cannot Go Online on the SmartOne

Dispatch Client for XPT System
Problem
The repeater RD980S is offline on SmartOne Dispatch client for XPT system and cannot go online.
Possible Cause
 Cause 1: The version of the repeater RD980S is earlier than A7.05.10.000.
 Cause 2: Forward to PC is not selected or the IP address of the forwarding server is configured incorrectly for
the repeater.
 Cause 3: The site ID configured for the SmartOne Dispatch is inconsistent with that programed for the repeater.
 Cause 4: The radio ID of the repeater or the RTP port number are configured incorrectly.
 Cause 5: The dispatcher does not have the permission to dispatch the repeater.
 Cause 6: The gateway is not started or the network connection is faulty.
Solution
Ensure that the version of the repeater is A7.05.10.000 or later.
In the CPS of the repeater, ensure that Forward to PC is selected and the IP addresses of the forwarding server
are configured correctly.
31
Ensure that Site ID programmed for the repeater is consistent with Site ID configured in the configuration tool.
You are advised to configure the repeater with Repeater Index of 1 as the master. The configuration is shown
below.
32
a. Check and remember the value of Radio ID programmed for the repeater through the CPS.
33
d. Click the SAP for the repeater.
e. Ensure that the following parameters are configured correctly.
 Repeater ID must be consistent with the radio ID programmed for the repeater.
 The value of RTP Start Port must be an even number and cannot conflict with other port numbers. The
difference of values between two RTP ports must be 200 or greater.
 Single Site Alias should be easy to remember and can indicate the information about the repeater.
 Other parameters can be left unchanged.
b. Go to Account > Account.
c. Select the account of the dispatcher that you want to modify and click .
d. Under Authorized System, select the system of the repeater.
e. Under SAP, select the SAP that you want to authorized to the dispatcher.
 For the cause 6, see 4.6 Dispatch Repeater Cannot Go Online.
34
SmartOne Dispatch Troubleshooting Guide Call Faults
5. Call Faults
5.1 Radio User Fails to Call the SmartOne Dispatch Client
Problem
When the radio user initiates a call to the SmartOne Dispatch client, the callee is unreachable or busy.
Possible Cause
No dispatcher has been specified to answer the call from the radio.
Solution
1. Log in to the configuration tool.
2. Go to Service Server > Base Data > Service Access Points.
3. Select the SAP for the system to which the radio belongs, and click Edit.
4. Set dispatchers to whom incoming calls from the radio to the SmartOne Dispatch client through the SAP can be
assigned.
5.2 There Is No Sound When the Radio User or Dispatcher

Initiates a Call
Problem
When the radio user initiates a call to the SmartOne Dispatch client, the call is displayed on the client but there is no
sound. When the dispatcher initiates a call to the radio, the radio user receives the call but there is no sound.
Possible Cause
 Cause 1: The sound card of the PC where the SmartOne Dispatch client is installed is configured incorrectly.
 Cause 2: The SmartOne Dispatch client has not been restarted after the speaker of the PC where the SmartOne
Dispatch client is installed was plugged in or out, or after the attribute of the audio player of the PC was changed.
35
Call Faults SmartOne Dispatch Troubleshooting Guide
 Cause 3: When the mobile radio is used for dispatch, the audio configuration of SAP for the mobile radio is
incorrect.
 Cause 4: The volume of the radio or the SmartOne Dispatch client is configured incorrectly.
 Cause 5: The dispatcher does not monitor the radio (including the radio ID, group ID, and all call ID of the radio)
on the SmartOne Dispatch client.
 Cause 6: Other features, such as encryption, are enabled on the radio client.
Solution
Ensure that the sound card of the PC where the SmartOne Dispatch client is installed is configured correctly. For
details, refer to 4.3 Checking the Sound Card in the Hytera SmartOne Dispatch Commissioning Guide.
Restart the SmartOne Dispatch client after the speaker of the PC where the client is installed was plugged in or
out, or after the attribute of the audio player of the PC was changed.
Ensure that the audio configuration of the mobile radio is correct when the mobile radio is used for dispatch.
Set the volume of the radio and the SmartOne Dispatch client to the maximum.
a. Log in to the SmartOne Dispatch client as the dispatcher.
b. In the Navigation pane, click the Contacts tab.
c. Check whether the radio ID, group ID, and all call ID of the radio is displayed in the workspace.
 If yes, delete the radio ID, group ID, or all call ID of the radio and add them again.
 If no, drag and drop the radio ID, group ID, and all call ID of the radio from the Favorites or Contacts
tab to the workspace.
 For the cause 6, see 12.3 Errors Occur Because of the Encryption.
5.3 Dispatcher Fails to Call the Radio or There Is No Sound

When the Dispatcher Initiates a Call to the Radio
Problem
When the dispatcher initiates a call to the radio, the call fails, the call ends immediately, or there is no sound in the
call.
36
Possible Cause
 Cause 1: The speaker and microphone of the PC where the SmartOne Dispatch client is installed cannot be
recognized.
 Cause 2: The RTP port which is used to connect the SmartOne Dispatch client and the media server is blocked
by the air gap.
 Cause 3: The SmartOne Dispatch client fails to connect to the media server because they are located in different
network segments.
 Cause 4: The MTU of the DMR trunking system is configured incorrectly.
 Cause 5: No base station (BS) has been assigned to the hierarchical group of the DMR trunking system.
Solution
a. Check and ensure that the microphone driver is installed correctly.
b. Check and ensure that the IP address of the media server of the SmartOne Dispatch client for external
services is configured correctly.
c. Play the local audio or video file to check and ensure that the speaker of the SmartOne Dispatch client works
properly.
d. On the "C:\hytera\x64" directory, right-click the "mpuc_rtlibd.exe" file and select Run as administrator.
e. Initiate a call to the radio.
f. Apply for the talk right and speak with the microphone.
g. When speaking, run the command "capl" in the Command Prompt window.
h. Repeat step g and check whether the value of sn changed:
 If yes, the client successfully collected audio or video data.
 If no, the client fails to collect audio or video data.
Note
 id: 1: Indicates the video data.
 id: 2: Indicates the audio data.
37
Check and ensure that the RTP port is allowed by the air gap.
 For the cause 3, do as follows
b. Go to Media Server > Basic.
c. Enable NAT Traversal.
a. Log in to the DMR trunking system.
b. Open the file "VOS.Config.db" in the directory ".../opt/local/bin/VOS/cur/data".
c. Check and ensure that the MTU is configured correctly.
a. Log in to the NMS of the DMR trunking system.
b. Go to Subscriber > Group > Hierarchical Group.
c. Select the group ID and click .
d. Move the BS to be assigned to the right pane.
e. Click Save.
5.4 When the Dispatcher Initiates a Call to the Radio, It

Takes a Long Time to Set Up the Call or the Call Fails
Problem
When the dispatcher initiates a call to the radio, it takes a long time to set up the call or the call fails.
38
Possible Cause
 Cause 1: The dispatcher does not have the permission to initiate a call.
 Cause 2: Local SIP IP is configured incorrectly on the SmartOne Dispatch client.
 Cause 3: The UDP port is occupied by other programs.
 Cause 4: The port number of the master business server used to provide SIP service is configured incorrectly on
the SmartOne Dispatch client.
 Cause 5: The signal of the mobile radio or repeater is weak.
Solution
b. Check and ensure that the current dispatcher has the permission to initiate a call.
a. Double-click the shortcut icon of the SmartOne Dispatch client.
b. Click .
c. Set Local SIP IP to the IP address of the PC where the SmartOne Dispatch client is installed.
a. On your desktop, click the Start button, type "cmd" in the search box, and press Enter.
b. With the port 5070 as an example, run the following command in the Command Prompt window:
netstat -ano | findstr 5070
c. If the UDP port 5070 is occupied, close the program that occupies the port.
39
a. Double-click the shortcut icon of the SmartOne Dispatch client.
b. Click .
c. Set Port corresponding to Master Server SIP IP to "6060".
Log out of the SmartOne Dispatch client, and check whether the mobile radio and portable radio can call each
other directly.
5.5 Radio User Fails to Receive a Group Call from the

SmartOne Dispatch Client
Problem
The radio user can receive group call from the dispatch mobile radio, but cannot receive group call from the SmartOne
Dispatch client.
Possible Cause
 Cause 1: The group ID configured on the SmartOne Dispatch client is inconsistent with the group ID programmed
for the radio.
 Cause 2: The group ID is not included in the contact list of the radio.
Solution
Ensure that the group ID configured on the SmartOne Dispatch client is consistent with the group ID programmed
for the radio.
40
Ensure that the contact list of the radio includes the group ID configured on the SmartOne Dispatch client.
41
5.6 Seat of the Call Taking and Handling System Fails to

Call the Radio in the DMR Trunking System
Problem
The seat of the Call Taking and Handling System (CTHS) fails to call the radio in the DMR trunking system.
Possible Cause
 Cause 1: When the SmartOne Dispatch accesses the products other than the product of DS, the file
"CC_Server.ini" is configured incorrectly or the file has not been added to the directory "...\SmartOne\SmartOne
Dispatch 2.7\Server".
 Cause 2: The PSTN is configured incorrectly.
 Cause 3: When the SmartOne Dispatch accesses the product of DS, the SAP is configured incorrectly.
 Cause 4: The slot mapping table of the PSTN is configured incorrectly.
 Cause 5: The mapping table of the DS agent number is configured incorrectly.
Solution
a. Ensue that the file "CC_Server.ini" has been added to the directory "…\SmartOne\SmartOne Dispatch
2.7\Server".
b. Open the file "CC_Server.ini" by Notepad.
42
c. Set the prefix of the seat number of the CTHS.
a. In your browser, type "http:// IP address of the PSTN and press Enter.
b. Ensure that the network, digital repeater, VoIP, and routing rule are configured correctly.
c. Select the SAP for the PSTN.
d. Check and ensure that the system ID is consistent the ID of the DS system under Base Data > System.
e. Check and ensure that t PSTN SIP IP and PSTN SIP Port are configured correctly.
f. Check and ensure that Gateway Localhost IP and Gateway Localhost Port are configured correctly.
g. Check and ensure that Interconnection Way with DS is configured correctly.
h. Check and ensure that CTI Server IP and CTI Server Port is configured correctly
The PSTN slot mapping table is used by the DS gateway to initiate a call to the PSTN. Ensure that the slot
mapping table of the PSTN is consistent with the routing rules configured in the PSTN gateway.
43
Check and ensure that DS Agent Number Mapping Table is configured incorrectly.
44
SmartOne Dispatch Troubleshooting Guide Basic Data Faults
6. Basic Data Faults

6.1 Administrator Fails to Synchronize Data from the DMR
Trunking System to the SmartOne Dispatch
Problem
In the configuration tool, the administrator fails to synchronize data from the DMR trunking system to the SmartOne
Dispatch by clicking Syn. Now. Therefore, the administrator cannot view the organizations, devices, groups and staff
of the DMR trunking system on the SmartOne Dispatch client,
Possible Cause
 Cause 1: The SAP for the DMR trunking system cannot go online.
 Cause 2: The DMR trunking system is configured incorrectly.
Solution
 For the cause 1, see 4.1 SAPs for the DMR Trunking System Cannot Go Online.
Check and ensure that TOMaddress in the configuration file of the DMR trunking system is set to the IP address
of the MSO.
6.2 Administrator Fails to Synchronize Data from the

Hytera HyTalk Pro System to the SmartOne Dispatch
Problem
In the configuration tool, the administrator fails to synchronize data from the PoC6000 system to the SmartOne
Dispatch by clicking Syn. Now. Therefore, the administrator cannot view the organizations, devices, groups and staff
of the Hytera HyTalk Pro system on the SmartOne Dispatch client.
Possible Cause
 Cause 1: The SAP for the Hytera HyTalk Pro system cannot go online.
 Cause 2: The user name and password of the Home Subscriber Server (HSS) server are configured incorrectly.
 Cause 3: The IP address and port number of the HSS server are configured incorrectly or are blocked by the
Session Border Controller (SBC) or the firewall.
 Cause 4: No organization has been added to the NMS of the Hytera HyTalk Pro system, or no radio ID or
SmartOne Dispatch number has been added to the organization.
Procedure
 For the cause 1, see 4.2 SAP for the Hytera HyTalk Pro System Cannot Go Online.
45
Basic Data Faults SmartOne Dispatch Troubleshooting Guide
a. Obtain the latest password of the HSS server from the administrator.
d. Select the SAP for the Hytera HyTalk Pro system.
e. Set Login HSS password to the latest password.
i. In your browser, enter "http://IP address of the NMS Server:8080/UniNM".
ii. Type the user name, password, and verification code, and then click OK.
b. Double-click the system that the SmartOne Dispatch gateway connects to.
c. Click .
d. Go to ETC Configuration > eHSS Configuration > Configuration > HSS Host Config.
e. Check and remember the value of PrimaryIp4Addr.
f. Log in to the configuration tool.
g. Go to Gateway > SAP.
h. Click the SAP for the Hytera HyTalk Pro system.
i. Check and ensure that the value of HSS IP is the same as the value of PrimaryIp4Addr checked in step e,
and HSS Port is set to "10682".
46
j. If the SBC or firewall is deployed between the SmartOne Dispatch gateway and the HSS server, the port
10682 must be allowed by the SBC or firewall.
i. In your browser, enter "http://IP address of NMS server:8080/UniNM".
ii. Enter the user, password and verification code, and then click OK.
b. Click .
c. Click Subscriber Management.
d. Select the organization to which the SmartOne Dispatch belongs and click .
e. Specify the parameters and click Save.
6.3 Display of SAPs in the Configuration Tool Is Abnormal

Problem
In the configuration tool, the newly added SAPs cannot be displayed under Service Server > Base Data > SAP, or
repeated SAPs are displayed under Service Server > Base Data > SAP.
Possible Cause
 Cause1: The system corresponding to the SAP has not been added to the base data.
 Cause 2: The system type and system ID configured for the SAP are inconsistent with actual conditions.
 Cause 3: After adding an SAP and restarting the gateway, the administrator deleted the SAP and added a new
SAP whose SAP alias and system type is the same as the deleted one.
Procedure
47
Basic Data Faults SmartOne Dispatch Troubleshooting Guide
b. Go to Service Server > Base Data > System.
c. On the System tab, click Add.
d. Specify the related parameters for the system.
e. Click Save.
In the configuration tool, check and ensure that System ID and System Type under Gateway > SAP are
consistent with ID and Type under Service Server > Base Data > System.
48
a. Log in to the PostgreSQL database.
b. Go to Servers > PostgreSQL 10.1.2 > Database > PUC > Schemas > dbo > Tables > sap_info.
c. Delete the deprecated SAPs.
d. Log in to the configuration tool.
e. Restart Server and Gateway.
49
Video Communication Faults SmartOne Dispatch Troubleshooting Guide
7. Video Communication Faults

7.1 Dispatcher Fails to Pull Videos
Problems
The dispatcher fails to pull videos from radios in the Hytera HyTalk Pro system, P-LTE trunking system, or the
GB28181 video surveillance system.
Possible Cause
 Cause 1: The NAT mode of the media server is configured incorrectly.
 Cause 2: The dispatcher pull video on the remote desktop opened through the Microsoft Terminal Services Client
(mstsc).
 Cause 3: IP addresses of the media server and the media server of the SmartOne Dispatch client for external
services are configured incorrectly.
 Cause 4: The media server is configured incorrectly when the media server has two network cards.
 Cause 5: The RTP ports configured for the media server are blocked by the firewall or air gap.
 Cause 6: The RTP ports configured for the video service conflict with the RTP port configured for other services.
 Cause 7: The gateway failed to register with the Hytera HyTalk Pro system or the P-LTE trunking system.
Solution
c. When the media server cannot directly communicate with the SmartOne Dispatch client, enable NAT
traversal and specify the mapping between the IP addresses of the media server and the business server for
external services:
 When the SmartOne Dispatch client is deployed in the network of the public security department, set
Media Server IP to the IP address of the front-end server after the media server passes the air gap and
set Service Server IP to the IP address of the front-end server after the business server passes the air
gap.
 When the SmartOne Dispatch client is deployed in the public network, set Media Server IP and
Service Server IP to the actual IP address.
50
SmartOne Dispatch Troubleshooting Guide Video Communication Faults
a. Terminate the remote desktop service opened through the mstsc.
b. Pull videos locally or remotely by using other methods.
c. Modify the IP address of the media server for external services to the local IP address.
c. Ensure that the mapping between the IP address of the media service and the business server is correct.
c. Check and ensure that the values of RTP Start Port and RTP End Port are within the range allowed by
the firewall or air gap.
c. Check and ensure that the ranges of RTP port number configured for different SAPs do not conflict.
51
 For the cause 7, see 4.2 SAP for the Hytera HyTalk Pro System Cannot Go Online or 4.3 SAP for the P-LTE
Trunking System Cannot Go Online.
7.2 Dispatcher Fails to Forward Videos

Problem
The dispatcher fails to forward pulled videos or local videos to radios.
Possible Cause
 Cause 1: The format of the local video has not been converted to the format supported by the SmartOne Dispatch
client.
 Cause 2: Some versions of the Hytera HyTalk Pro system or P-LTE trunking system do not support forwarding
1080p videos.
 Cause 3: The video size exceeded the limit for network package specified by the telecommunications operator.
 Cause 4: Pulling video fails.
 Cause 5: The target system is offline.
Solution
Convert the format of the local video to H.264 using the MP4Make tool embedded in the SmartOne Dispatch.
Check whether the Hytera HyTalk Pro system or P-LTE trunking system supports forwarding 1080p videos to
radios.
Change the telecommunications operator of the radio.
 For the cause 4, see 7.1 Dispatcher Fails to Pull Videos.
 For the cause 5, see 4.2 SAP for the Hytera HyTalk Pro System Cannot Go Online or 4.3 SAP for the P-LTE
Trunking System Cannot Go Online.
7.3 Video Playback Is Choppy

Problem
When the dispatcher plays the pulled video, problems such as choppy playback or messed-up screen occur.
Possible Cause
 Cause 1: The CPU and memory of the computer where the SmartOne Dispatch client is installed are insufficient.
 Cause 2: The network packet loss or delay is severe, or the network bandwidth is insufficient.
52
SmartOne Dispatch Troubleshooting Guide Video Communication Faults
 Cause 3: The waiting time of the retransmission upon packet loss set for the media server is too short.
 Cause 4: The smooth playback strategy for the media server is disabled.
Solution
During video playback, check and ensure that the CPU and memory usage does not exceed 80%.
Check and ensure that the network connection between the system of the radio and the gateway, and between the
media server and SmartOne Dispatch client meets the following requirements.
Network Connection Requirement
Between the system to which the radio Maximum duration of delay 300 ms
belongs and gateway
Maximum duration of jitter 200 ms
Maximum packet loss rate 10%
Minimum speed  Upload:1200 kbps
 Download: 1250 kbps
Between the media server and Maximum duration of delay 1450 ms

SmartOne Dispatch client
Maximum duration of jitter 200 ms
Maximum packet loss rate 10%
Minimum speed  Upload:1200 kbps
 Download: 1250 kbps
c. Modify Packet Retransmission Timeout.
When the SmartOne Dispatch interworks with the Hytera HyTalk Pro system or P-LTE trunking system, it
is recommended to set Packet Retransmission Timeout to 700 ms.
53
c. Enable Smooth Playback Strategy.
54
SmartOne Dispatch Troubleshooting Guide Message Faults
8. Message Faults
8.1 When the SmartOne Dispatch Interworks with the
Dispatch Mobile Radio or Repeater, the Dispatcher Fails
to Send a Message to the Radio
Problem
When the SmartOne Dispatch interworks with the dispatch mobile radio or repeater, the dispatcher fails to send a
message to the portable radio.
Possible Cause
 Cause 1: The portable radio and the dispatch mobile radio or repeater are in different systems.
 Cause 2: The dispatch does not monitor the radio.
 Cause 3: The dispatcher does not have permission to send and receive messages.
Solution
Burn the portable radio or dispatch mobile radio or repeater to ensure that the devices are in the same system.
Monitor the radio on the SmartOne Dispatch client.
b. Go to Account > Role.
c. Ensure that the role of the current dispatcher has the permission to send and receive messages.
55
Message Faults SmartOne Dispatch Troubleshooting Guide
8.2 Dispatcher Fails to Send a Message to the Radio or

Group in the Hytera HyTalk Pro System
Problem
When the SmartOne Dispatch interworks with the Hytera HyTalk Pro system, the dispatcher fails to send a message
to the radio or group in the Hytera HyTalk Pro system.
Possible Cause
 Cause 1: The SmartOne Dispatch does not have the message service permission in the Hytera HyTalk Pro system.
 Cause 2: The service type of the SAP for the Hytera HyTalk Pro system is not Dispatch and Data.
 Cause 3: The number of the SmartOne Dispatch has not been added to the group in the Hytera HyTalk Pro system.
 Cause 4: The SmartOne Dispatch client does not monitor the group.
 Cause 5: The default dispatcher has not been set for the Hytera HyTalk Pro system.
Solution
Check and ensure that the radio or group that the message is sent to and the number of the SmartOne Dispatch
have the message service permission.
In the configuration tool, set the service type of the SAP for the Hytera HyTalk Pro system to Dispatch and Data.
In the Hytera HyTalk Pro system, check and ensure that the number of the SmartOne Dispatch has been added to
the group that the message is sent to.
56
b. In the Navigation pane, click the Contacts tab.
c. Drag and drop the group ID to the workspace.
b. Set the Dispatcher and Default Dispatcher of the SAP for the Hytera HyTalk Pro system.
8.3 Dispatcher Fails to Send a Message to the Radio in the

DMR Trunking System
Problem
When the SmartOne Dispatch interworks with the DMR trunking system, the dispatcher fails to send a message to the
radio.
Possible Cause
 Cause 1: The SmartOne Dispatch does not have the message service permission in the DMR trunking system.
 Cause 2: The data SAP for the DMR trunking system has not been added to the gateway, or the IP address for the
data SAP conflicts with that for other SAPs.
 Cause 3: The DMR trunking system does not have license for the data API.
 Cause 4: The message service of the DMR trunking system is abnormal.
 Cause 5: The default dispatcher has not been set for the DMR trunking system.
Solution
Check and ensure that the radio and the SmartOne Dispatch have the message service permission in the DMR
trunking system.

In the configuration tool, check and ensure that data SAP for the DMR trunking system has been added to the
gateway, and the IP address set for the data SAP is unique.
 For the cause 3, do a follows:
a. Log in to the NMS of the DMR trunking system.
b. Check whether the DMR trunking system has the license for the data API.
57
Message Faults SmartOne Dispatch Troubleshooting Guide
Send message to the radio by using another radio in the DMR trunking system to check whether the message
service of the DMR trunking system runs normally.
b. Set Dispatcher and Default Dispatcher of the SAP for the DMR trunking system.
8.4 Dispatcher Fails to Send a Multimedia Message to the

Radio in the Hytera HyTalk Pro System
Problem
When the SmartOne Dispatch interworks with the Hytera HyTalk Pro system, the dispatcher failed to send a
multimedia message to the radio.
Possible Cause
 Cause 1: The FTP server has not been installed or is deployed incorrectly.
 Cause 2: In the configuration tool, the IP address, port number, user name, and password of the FTP server are
 Cause 3: In the configuration tool, the temporary directory for multimedia message and FTP root directory are
 Cause 4: The IP address of the FTP server and temporary directory for multimedia message that are configured
in the configuration tool do not exist.
 Cause 5: On the setting page of the SmartOne Dispatch client, the IP address, port number, user name, and
password of the FTP server are empty or incorrect.
 Cause 6: See 8.2 Dispatcher Fails to Send a Message to the Radio or Group in the Hytera HyTalk Pro System.
Solution
Install and configure the FTP server. For steps on FTP deployment, refer to the Hytera SmartOne Dispatch
Installation Guide.
b. Go to Service Server > Multimedia Path.
c. Check and ensure that the IP address, port number, user name, and password of the FTP server are configured
correctly.
58
b. Go to Service Server > Multimedia Path.
c. Check and ensure that the temporary directory for multimedia message and FTP root directory are correct.
b. Go to Gateway > FTP Server.
c. Check and ensure that the IP address of the FTP server and temporary directory for multimedia message are
configured correctly.
b. In the upper-right corner, click the login user and select Settings.
c. On the Message tab, check and ensure that the IP address, port number, user name, and password of the FTP
server are configured correctly.
 For the cause 6, see 8.2 Dispatcher Fails to Send a Message to the Radio or Group in the Hytera HyTalk Pro
System.
59
GPS Faults SmartOne Dispatch Troubleshooting Guide
9. GPS Faults
9.1 When the SmartOne Dispatch Interworks with the
Conventional Repeater, Dispatcher Fails to Poll GPS from
the Radio
Problem
When the SmartOne Dispatch interworks with the with the conventional repeater, the dispatcher fails to poll GPS from
the radio and view the movement tracks of the radio on the map in real time.
Possible Cause
 Cause 1: The radio is programmed incorrectly.
 Cause 2: The GPS function of the radio is disabled.
Solution
Ensure that the parameters related to GPS is programed correctly for the radio.
 RRS & GPS ID is configured as follows:

 When the mobile radio is used for dispatch, set RRS & GPS Radio ID to the ID of the dispatch mobile
radio.
Radio ID to the radio ID of the master repeater. If the repeater is in the grouping mode, set RRS &
GPS Radio ID to the radio ID of the repeater to which the mobile radio belongs. If the repeater is in
the normal mode, set RRS & GPS Radio ID to "65535".
 GPS Revert Channel is selected.
 The mobile radio or repeater corresponding to the GPS revert channel are connected to the same gateway as
the portable radio.
a. Ensure that the portable radio and dispatch mobile radio or repeater work on the digital channel.
b. Ensure that the GPS function of the portable radio is enabled.
When the mobile radio enables GPS, will appear on the screen of the radio.
9.2 SmartOne Dispatch Client Fails to Receive the GPS

Data Reported by the Radio
Problem
60
SmartOne Dispatch Troubleshooting Guide GPS Faults
The SmartOne Dispatch client fails to receive the GPS data reported by the mobile radio.
Possible Cause
 Cause 1: The portable radio does not have the GPS module.
 Cause 2: The portable radio is programmed incorrectly.
 Cause 3: The portable radio fails to receive the GPS signal.
Solution
Ensure that the radio has the GPS module.
a. In the CPS of the portable radio, select Selected in the GPS Revert Channel drop-down list and ensure that
the portable radio and the mobile radio or repeater that corresponds to the GPS revert channel are connected
to the same gateway.
b. Ensure that RRS & GPS Radio ID is configured correctly.
 When the dispatch mobile radio is used for dispatch, set RRS & GPS Radio ID to the ID of the dispatch
mobile radio.
Radio ID to the radio ID of the master repeater. If the repeater is in the grouping mode, set RRS & GPS
Radio ID to the radio ID of the repeater to which the mobile radio belongs. If the repeater is in the normal
mode, set RRS & GPS Radio ID to the radio ID to "65535".
61
Ensure that the mobile radio can receive the GPS signal.
9.3 GPS Location Deviation Is Large

Problem
When the mobile radio is tracked by using the GPS, the GPS location on the Google map differs greatly from the
actual location.
Possible Cause
The Google online map has undergone nonlinear encryption and needs to be corrected before it can be used.
Solution
1. Checking Settings in the SmartOne Dispatch client.
2. Choose Map Settings and select the city in the City drop-down list.
The system will perform automatic correction.
9.4 Dispatcher Fails to Change the GPS Polling Interval

Problem
The dispatcher fails to change the GPS polling interval.
Possible Cause
 Cause 1: The dispatcher fails to change the GPS polling interval of the radio to a higher value because the GPS
polling intervals set on other clients are lower.
 Cause 2: In the DMR trunking system, the GPS data are transmitted through the secondary control channel by
default. When the dispatcher polls GPS data of a number of radios at short intervals, the secondary control channel
cannot bear the load of transmitting the GPS data at the specified interval.
62
SmartOne Dispatch Troubleshooting Guide GPS Faults
Solution
Check and ensure that the GPS polling intervals of the radio are set at high values on all the SmartOne Dispatch
client.
To change the GPS polling interval of all clients to higher values, repeat changing the lowest value to the second
lowest until all of the values are higher enough.
Configure part of the traffic channels as the dedicated data channel for GPS to share the load of GPS data
transmitting.
9.5 Dispatcher Fails to Poll GPS from the Radio in the

Hytera HyTalk Pro System or P-LTE Trunking System
Problem
When the SmartOne Dispatch interworks with the Hytera HyTalk Pro system or the P-LTE trunking system, the
dispatcher fails to poll GPS data of radios.
Possible Cause
 Cause 1: TCP ports of the ULP have not been configured to NAT mode on the SBC server.
 Cause 2: The ULP failed to register with the Hytera HyTalk Pro system.
 Cause 3: The ULP was installed incorrectly.
 Cause 4: When the ULP is deployed in the public network, the redirection feature of the ULP business server is
disabled.
Solution
When the Hytera HyTalk Pro system is deployed in the public network, configure the NAT port mapping of the
ULP server:
 ULP V1.0: Port 10001 and 10002
 ULP V2.0: Port 46000, 46001, and 46002

a. On the ULP server, check and ensure that the IP address and the port number of the Hytera HyTalk Pro
system are configured correctly.
b. Check and ensure that the account for the ULP server to log in to the Hytera HyTalk Pro system has been
created with the login permission.
63
a. Log in to the PC where the ULP server is installed as the administrator.
b. Uninstall the ULP server.
c. Reinstall the ULP server.
a. In your browser, type "http://IP address of the ULP server:8090/config".
b. Go to System Management > Redirection Management.
c. Click .
d. Specify the related parameters.
64
SmartOne Dispatch Troubleshooting Guide Database Faults
10. Database Faults

10.1 Administrator Fails to Delete the Database
Problem
In the configuration tool of the SmartOne Dispatch, the error message "Failed to delete the database" appears upon
clicking Initialize DB under Service Server > Database.
Possible Cause
 Cause 1: The database is being occupied by other software.
 Cause 2: The database was closed abnormally.
Solution
Restart the PC to disconnect the database.
a. Start the database and disconnect the SmartOne Dispatch client or the gateway from the database.
b. Right-click the database and select Delete/Drop.
The database will be deleted.
c. (Optional) If the database deletion failed, do as follows to forcibly stop or restart the database.
i. On your desktop, click the Start button, type "cmd" in the search box, and press Enter.
65
Database Faults SmartOne Dispatch Troubleshooting Guide
ii. Run the following command in the Command Prompt window:

services.msc
iii. Right-click the PostgreSQL progress, and select Stop.
10.2 Database Connection Fails

Problem
In the configuration tool of the SmartOne Dispatch, the error message "Connection failure" appears in the UI upon
clicking Connect Test under Service Server > Database.
Possible Cause
 Cause 1: The database has not been installed or started.
 Cause 2: The user name and password of the database is configured incorrectly.
 Cause 3: The IP address and port number of the database is configured incorrectly.
Solution
a. Log in to the PC where the database is installed.
b. Right-click the Windows taskbar, and select Start Task Manager.
c. On the Processes tab, check and ensure that the postgresql.exe process is in the running state.
a. On the PC where the database is installed, open the file "pgpass.conf" by the Notepad.
b. Check and remember the user name and password of the database.
c. Log in to the configuration tool.
d. Go to Service Server > Database.
e. Ensure that User Name and Password are configured correctly.
66
b. Go to Service Server > Database.
c. Modify the Database IP parameter according to the following:
 If the database is deployed in the local server, set Database IP to "localhost".
 If the database is deployed in the remote server, set Database IP to the actual database IP address. Then,
on the computer where the database is installed, open the authorization file "C:\Program
Files\PostgreSQL\10.1\data\pg_hba.conf" by Notepad and change the parameter in red "127.0.0.1/32" to
"0.0.0.0/0".
# IPv4 local connections:
host all all127.0.0.1/32 md5
d. Restart the database server after the modification.
e. On the PC where the database is installed, open the file "pgpass.conf" by the Notepad.
f. Check and remember the port number of the database.
g. Log in to the configuration tool of the SmartOne Database as the administrator.
67
h. Go to Service Server > Database.
i. Ensure that Database Port is configured correctly.
10.3 Gateway or Business Server Repeats Restarting

Problem
The business server or gateway is always in the restarting, stopping, or starting state and the Forcibly Stop button
does not work.
Possible Cause
 Cause 1: The license for the gateway expired or the machine ID is configured incorrectly.
 Cause 2: IP address of the business server is configured incorrectly.
 Cause 3: The configuration of the SmartOne Dispatch has been changed.
 Cause 4: Services of the SmartOne Dispatch are stuck.
 Cause 5: The SmartOne Dispatch was installed incompletely.
Solution
b. Go to Gateway > License.
c. Check and ensure that Machine ID Authorization is consistent with Local Machine ID or Machine ID
Authorization is disabled, and the license is within the valid period.
68
69
a. In the Command Prompt window of the PC where the business server is installed, run the command
"ipconfig".
b. Check and remember the IP address of the PC.
c. Log in to the configuration tool.
d. Go to Server Service > SIP.
e. Set Local SIP IP Address to the IP address of the business server, and click Submit.
a. Log in to the PC where the business server and gateway are installed.
c. On the Services tab, right-click Hytera SmartOne Gateway and Hytera SmartOne Server and select
Stop.
e. Check and ensure that Service Server and Gateway are configured correctly.
a. Log in to the PC where the business server and gateway are installed.
c. Restart the HyteraSmartOne Configuration and Hytera SmartOne NetManager services.
e. In the upper-right corner, click Start under Server and Gateway.
Ensure that the gateway and business server progresses are in the running state on the Progresses tab of Windows
Task Manager. The number of gateway progresses should be 12 and the number of business server progresses
should be 13.
If the progresses are incomplete, reinstall the SmartOne Dispatch.
70
SmartOne Dispatch Troubleshooting Guide Hot Standby Fault
11. Hot Standby Fault

Problem
Database synchronization or server connection fails.
Possible Cause
 Cause 1: Master or slave business server has not been started.
 Cause 2: The parameters of the master and salve business servers are configured incorrectly.
 Cause 3: The parameters related to the gateway are configured incorrectly.
 Cause 4: The parameters on the setting page of the SmartOne Dispatch are configured incorrectly.
Solution
Ensure that the master or slave business server has been started.
b. Go to Service Server > Hot Standby.
c. Ensure that the hot standby configurations of the master and slave servers are correct.
 Local Synchronization Port of the master business server must be different from that of the slave
business server.
 Local Server Port of the master business server must be consistent with that of the slave server.
 Slave Server Port of the master server must be consistent with Local Server Port of the slave server.
The following figure shows the hot standby configurations of the master sever.
The following figure shows the hot standby configurations of the slave server.
71
Hot Standby Fault SmartOne Dispatch Troubleshooting Guide
d. Go to Service Server > Database.
e. Ensure that the database configurations of the master and slave business server are correct.
 Remote Database IP and Remote Standby Database IP of the master business server must be consistent
with Database IP of the slave business server.
 Remote Database Port of the master business server must be consistent with Local Synchronization
Port of the slave business server.
 Database IP of the master business server must be consistent with Remote Database IP and Remote
Standby Database IP of the slave server.
 Local Synchronization Port of the master business server must be consistent with Remote Database
Port of the slave server.
The following figure shows the master database configurations.
The following figure shows the salve database configurations.
72
SmartOne Dispatch Troubleshooting Guide Hot Standby Fault
b. Click Gateway.
c. Ensure the IP address configurations on the SIP tab and Server tab are correct.
 Local SIP IP Address and Master Server SIP IP on the SIP tab are consistent with Master Server IP
on the Server tab.
 Standby Server SIP IP on the SIP tab are consistent with Standby Server IP on the Server tab.
The following figure shows the SIP configurations.
The following figure shows the server configurations.
73
Hot Standby Fault SmartOne Dispatch Troubleshooting Guide
Before logging in to the SmartOne Dispatch client, ensure that the IP addresses and ports numbers are configured
correctly.
74
SmartOne Dispatch Troubleshooting Guide Other Faults
12. Other Faults

12.1 Network Connection Fails and the UDP Port Is
Occupied
Problem
The network connection fails and the UDP port is occupied
Possible Cause
 Cause 1: The UDP port is occupied by other software.
 Cause 2: IP addresses conflict.
Solution
Run the following command to check whether the UDP port is occupied by other software. The following takes
the port 5070 as an example.
netstat -ano | findstr5070
1. In the CPS of the radio to be programmed, click Read.
2. In the navigation pane, choose General Setting > Network.
3. Modify the configurations.
4. Click Write.
12.2 Dispatcher Fails to Kill or Revive the Radio

Problem
The dispatcher fails to kill or revive the radio.
Possible Cause
The radio is programmed incorrectly.
75
Other Faults SmartOne Dispatch Troubleshooting Guide
Solution
Ensure that Radio Disable/Enable Decode is selected in the CPS of the radio.
12.3 Errors Occur Because of the Encryption

Problem
 The received voice call is muted.
 The voice of the received call cannot be heard clearly.
 The received text message is empty or garbled.
 The GPS icon is displayed on the screen, but the GPS data cannot be received.
Possible Cause
The key table, encryption type, and encryption and decryption modes of the sender are inconsistent with those of the
receiver.
Solution
1. Check whether the voice call is normal when the encryption is not in use.
2. Ensure that the unified key table, encryption type, and encryption and decryption modes are used within the
system.
The following figures show the required configurations.
76
SmartOne Dispatch Troubleshooting Guide Other Faults
77
Reason Code SmartOne Dispatch Troubleshooting Guide
13. Reason Code

13.1 Business Server
Reason
Description
Code
701 The dispatch service fails to obtain media service resources.
702 Calls conflict.
703 The business service fails to apply for media channels from the media service.
704 The SDP negotiation fails.
705 The dispatcher fails to be included in an existed video call when trying to pull video of a radio.
706 The dispatcher fails to be included in an existed voice call.
707 The PTT idle event times out.
708 The call is automatically ended because the call initiated by the dispatcher times out.
709 The caller ends the call.
710 The callee ends the call.
711 The dispatcher fails to initiate a call.
712 The SmartOne Dispatch client fails to obtain the SIP IP address of the gateway.
713 The SmartOne Dispatch client fails to obtain the SIP IP address of the business server.
714 The SmartOne Dispatch client fails to obtain the address of the SIP phone.
The duration of the recording file recorded on the SmartOne Dispatch client is inconsistent with
715
the actual duration.
716 The recording file does not exist.
717 The recording file fails to be played back.
718 The media channel does not have media streaming.
731 The business server fails to obtain the conference data.
78
SmartOne Dispatch Troubleshooting Guide Reason Code
Reason
Description
Code
732 The call source is unknown.
751 The dispatcher tries to initiate a full-duplex call to a radio, but no SAP is found.
752 The dispatcher tries to initiate a half-duplex call to a radio, but no SAP is found.
753 No online SAP is found when the business server tries to assign SAPs to a dispatcher.
When the business server tries to assign SAPs to a dispatcher, there are online SAPs, but the
754
dispatcher does not have permissions on the SAPs.
When the business server tries to assign SAPs to a dispatcher, there are online SAPs, but the
755
SAPs are busy.
756 The SAP specified by the business server is offline.
757 There are online SAPs, but there is no online dispatcher.
801 The radio user fails to initiate a full-duplex call to a dispatcher.
When the radio user tries to initiate a full-duplex call to a dispatcher, no default dispatcher or
802
authorized dispatcher is found.
The business server fails to send a monitored call of a radio to the dispatcher who monitors the
803
radio.
The business server tries to send a monitored call of a radio to a dispatcher but finds that no
804
dispatcher monitors the radio.
The radio user fails to call a dispatcher because there is no online dispatcher or obtaining SIP
805
information of the SmartOne Dispatch client fails.
The dispatcher fails to call another dispatcher because the callee is offline or obtaining SIP
806
information of the callee's SmartOne Dispatch client fails.
When the radio user tries to initiate a half-duplex call to a dispatcher, no default dispatcher or
821
authorized dispatcher is found.
The call of a monitored crosspatch group ends because the dispatcher cancels monitoring of the
822
crosspatch group.
823 The call of a monitored contact ends because the dispatcher cancels monitoring of the contact.
79
Reason
Description
Code
The group call of a monitored crosspatch group member ends because the dispatcher cancels
824
monitoring of the member.
825 After the caller ends a call, a hang-up command is sent to the gateway.
826 The dispatcher ends the call or the dispatcher exits the SmartOne Dispatch client.
827 The dispatcher exits the SmartOne Dispatch client.
828 The group call of a monitored crosspatch group member ends because the member exits the call.
829 The caller who initiates a crosspatch group call hangs up.
The group call of a monitored crosspatch group member ends because the member is removed
830
from the group.
831 The dispatcher fails to initiate a call to a contact in the subsystems, because the contact is busy.
832 The DS number is incorrect.
833 The dispatcher fails to initiate a call to contacts in the subsystems.
834 The dispatcher fails to obtain the conference data.
835 The dispatcher fails to initiate a crosspatch group call because the group is in another call.
The dispatcher tries to initiate a crosspatch group call but the call to all members fails, so the
836
dispatcher hangs up.
837 The dispatcher fails to call another dispatcher at the lower level.
838 The dispatcher ends a call and a hang-up request is sent to the bound phone.
839 The dispatcher cancels monitoring of a call and ends the call.
840 The business server fails to identify the callee number.
841 The dispatcher fails to initiate a crosspatch group call because of no member in the group.
842 The dispatcher fails to initiate a crosspatch group call because the group is not activated.
The dispatcher fails to initiate a crosspatch group call (except the group created by the
843
administrator) because the creator is offline.
80
Reason
Description
Code
844 A call fails because the business server fails to obtain the dispatcher's IP address.
845 A call fails because the business server fails to obtain the gateway's IP address.
A call fails because the business server fails to obtain the IP address of the SmartOne Dispatch
846
at the lower level.
847 The dispatcher cancels monitoring of members in an include call.
848 The SAP does not support the function.
13.2 DMR2 DFSI

Reason
Description
Code
400 The call ends due to unknown reasons.
401 The user requests to end the call.
402 The call times out.
13.3 DMR3 SSI

Reason
Description
Code
501 The dispatcher requests to end the call.
502 The gateway does not enable the control service.
The dispatcher tries to call a radio but the radio is offline, or the dispatcher tries to call a group
503
but there is no online member in the group.
504 The call fails.
505 The dispatcher number does not have permissions.
506 The callee number does not exist.
507 The callee is busy.
81
Reason
Description
Code
508 The callee rejects the call.
509 The callee does not support the encryption feature.
510 The call module is busy.
511 The call initiated by the dispatcher times out.
13.4 TETRA DFSI

13.4.1 TMO
Reason
Call Disconnection Reason
Code
601 The user ends the call.
602 The call control service is disabled.
603 Not logged in.
604 The callee is power off.
605 You do not have the permission.
606 The number does not exist.
610 The call module is busy.
611 The call times out.
612 There is no call entity.
The call ends because the call duration or the channel reservation duration exceeds the maximum
613
allowed duration.
82
Reason
Code
614 The TETRA system disconnects the call.
615 The callee does not respond.
616 The TETRA system fails to identify the caller number or the caller number is invalid.
617 The dependent supplementary service is unavailable.
618 Unknown external user number.
The call fails to be re-established.
619 After roaming to a new cell during a call, the radio user applies for re-establishing the call but the re-
establishment fails. The call ends.
The callee requests to encrypt the call.
620 The caller initiates a non-encrypted call to the callee who can receive only encrypted calls. The call
fails.
621 Calls conflict.
622 Both the caller and the callee work in the gateway mode.
13.4.2 DMO
Reason
Code
1 The channel resource is occupied.
2 The caller releases the call.
3 The callee does not provide available services.
The callee is out of the network coverage, the callee does not register with the network, or the TETRA
4
system fails to find the callee.
6 The ongoing call is disconnected because the gateway occupies the resource.
83
Reason
Code
7 The link to the repeater or gateway fails.
8 The request is invalid.
9 The call is rejected by the gateway.
10 The call is rejected by the SwMI.
When the gateway forwards a call from the DMO terminal to the TMO terminal, the calls fails
11
to be established at the TMO terminal side.
When the gateway forwards a call between the DMO terminal and the TMO terminal, the
12
resource at the TMO terminal side is lost or the call at the TMO terminal side times out.
13 The call ends because voice transmission is restricted due to some reasons.
14 Both the caller and the callee work in the gateway mode.
15 Reserved
16 The encrypted call fails due to the invalid SCK static key.
17 The callee does not support the E2E encryption feature.
18 The channel reservation duration times out.
19 The channel is occupied by other services.
20 The ongoing call is interrupted because the channel is occupied by other users.
21 The call is lost due to some reasons.
22 The radio fails to apply for the talk right and preemption fails during a call.
23 Applying for the talk right and preemption are rejected during a call.
24 The callee does not support the request service.
25 The radio does not identify the caller number, or the caller number is invalid.
26 Unknown external number
84
Reason
Code
29 The callee requests to encrypt the call.
30 The callee requests to encrypt the call in E2E mode.
31 The call is rejected.
32 The security code is incorrect.
33 Reserved
34 Reserved
35 The call initiated by a radio is rejected by the gateway.
64 The information is not supported.
65 The response duration of a call initiated by a radio exceeds the allowed duration.
66 The destination address is incorrect.
67 The radio fails to initiate a call because of unknown radio data.
68 The call fails because the transmission power exceeds the allowed value.
69 The call fails to be established or the call connection ends because the radio cannot send call requests.
70 The call request format sent by the radios is incorrect.
71 The channel status is changed.
72 The call service is restricted.
73 The SCK key encounters an error.
13.5 GB28181
Reason
Description
Code
901 The number is offline.
902 Failed to create a media library.
85
Reason
Description
Code
903 Declined by the video platform.
904 Network error or exceeded maximum pulling attempts.
905 The media streaming was interrupted.
906 Failed to send the call signaling.
86
SmartOne Dispatch Troubleshooting Guide FAQ
14. FAQ
Problem Solution
1. On your desktop, click the Start button, type "cmd" in the search box, and
How to activate an administrator press Enter.
account? 2. Run the following command in the Command Prompt window:
net user administrator /active:yes
How to check the progress that press Enter.
occupies the port 5070? 2. Run following command in the Command Prompt window:
netstat -ano | findstr 5070
How to check the information of press Enter.
progress with PID of 8900? 2. Run the following command in the Command Prompt window:
tasklist /v | findstr 8900
press Enter.
How to check route table
information? 2. Run the following command in the Command Prompt window:
route print
1. In your browser, type https://IP address of the gateway:11111 and press

How to log in to the configuration Enter.
tool?
2. Type the user name (admin) and password (admin), and the click Log in.
How to log in to the NMS of the In your browser, type "http://IP address of the SmartOne Dispatch business
SmartOne Dispatch? server:33333/UniNM and press Enter.
1. In your browser, type "http://IP address of the NMS server:8080/UniNM.

How to log in to the NMS of the
Hytera HyTalk Pro system?
2. Type the user name and password, and then click OK.
1. In your browser, enter "http://IP address of the NMS server:8250/UniNM.

How to log in to the NMS of the
P-LTE trunking system?
2. Type the user name and password, and then click OK.
87
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Address: Hytera Tower, Hi-Tech Industrial Park North, 9108 # Beihuan Road,
Nanshan District, Shenzhen, People ' s Republic of China
Postcode: 518057
http://www.hytera.com

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Hytera SmartOne Dispatch Troubleshooting Guide V3.0.00 - Eng

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SmartOne Dispatch

7.1 Dispatcher Fails to Pull Videos ........................................................................................................ 50

 Customer service personnel

Warning Indicates situations that could cause minor personal injury.

To save the configuration, click Apply.

The screen displays "Invalid Battery!".

Denotes messages, directories, file Open "PDT_PSS.exe".

In the Port text box, enter "22".

Directs you to access a multi-level Go to File > New.

For details about using the DWS, refer to Dispatch

Updated the port number for SmartOne

 3.3 When the SmartOne Dispatch Client

 4.1 SAPs for the DMR Trunking System

 4.3 SAP for the P-LTE Trunking System

 4.4 SAP for the GB28181 Video

 5.3 Dispatcher Fails to Call the Radio or

Document Version Application Version Release Date Description

 6.1 Administrator Fails to Synchronize

 6.2 Administrator Fails to Synchronize

 6.3 Display of SAPs in the

 7.1 Dispatcher Fails to Pull Videos

 7.2 Dispatcher Fails to Forward Videos

 7.3 Video Playback Is Choppy

 8.2 Dispatcher Fails to Send a Message

 8.3 Dispatcher Fails to Send a Message

 8.4 Dispatcher Fails to Send a

 9.4 Dispatcher Fails to Change the GPS

 9.5 Dispatcher Fails to Poll GPS from

00 V2.5 March 2018 Initial release.

1.1 Fault Types

The following lists common fault types:

 Online and Offline Faults

 Basic Data Faults

 Video Communication Faults

 Hot Standby Fault

1.2 Troubleshooting Instructions

1.3 Troubleshooting Flowchart

Identify possible cause

 Network topology and IP address planning

 Exact time and place

 Detailed fault description

 Response measures upon the fault occurrence

 Radio ID and dispatcher’s account upon the fault occurrence

Identify Possible Cause

Check Whether the Problem Is Solved

Output the Troubleshooting Report

Record Fault Information

 Detailed information on fault scenario and symptom

 Remote access information

Contact Hytera Support Engineers

Before the fault location, you should make sure that:

 Cause 2: The SmartOne Dispatch client is installed incorrectly.

c. In the upper-right corner, click .

d. Ensure that the following parameters are configured correctly.

Parameter Description Settings

Select the IP address of the PC where

IP address of the SmartOne Dispatch installed.

It is recommended to keep the default

Parameter Description Settings

This parameter must be the same as

Port number of the master business Platform in the configuration tool.

If Use NAT to Access is enabled, set

This parameter must be the same as