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Relay cannot be activated

The Behnke Station has two relays that can be activated in different ways (via DTMF during voice connection, via schedule, event-controlled, etc.). If you have trouble activating any of the relays, please follow the steps below:

1. Testing the relay

• First you should check whether the Behnke Station can activate the relay. To do this, set the relay - if it is not already set that way - under the menu item "Relays" to the operation mode "door opener relay with make contact/break contact", and click on 'Save' on the left.

• Then go to the "Diagnostics" menu item. There you will find the current state of the respective relay in the "Test" section, as well as a 'trigger' button. When you click on the 'trigger' button, the state of the relay should change.

• If an error is displayed in the state of the relay after pressing the button, the Behnke Station was unable to activate the relay. This can happen, for example, if there is a strong magnetic field in the area of ​​the relay, which prevents the relay from activating. For example, if you use a large full-range speaker for loud environments in your Behnke Station, it must not be located directly in front of the relay (see Behnke Station instructions). If necessary, change the position of the speaker in the frame or the position of the basic electronics. If you can rule out a magnetic field as the cause of the error, please contact our support.

• If the status of the relay changes after pressing the button, the Behnke Station has successfully activated the relay. If your door opener or the device you want to switch via the relay is still not activated, please continue with step 2.

• Open your browser

• Go to the web interface of the Behnke Station

• Log in

2. Check wiring

Take the Behnke Station out of the housing and first check the screw terminals of the relay. The screws must be tightened to ensure contact of the connected wires. While activating the relay, you can check the relay for continuity using a continuity tester or a multimeter on the terminal screws. If there is no continuity when the relay is activated despite the screws being tightened, the relay could be defective. In this case, contact our support. If the relay has continuity when activated, the Behnke Station is functioning and the problem is likely in the circuit that the relay is intended to switch. Then check your installation if necessary.

3. Activating the relay via DTMF is failing

If you have checked the relay as described above and have not found any errors, but the relay cannot be activated by entering the DTMF code with an existing voice connection, there may be a problem with the DTMF transmission to the Behnke Station.

The Behnke Station supports all three methods of DTMF transmission:

• as a signal tone in-band of the audio stream
• as a RTP packet according to RFC 4733
• via SIP-INFO

Please make sure that the remote station or your SIP server is configured so that you can transmit DTMF to the Behnke Station. On some devices (e.g. from Alcatel-Lucent®), the DTMF function must be activated manually before entering the code.

Please also note that DTMF transmission as a tone in the audio stream often works unreliably. If you are using this method, try one of the other two options if possible. If this is not possible, you can test the following thing: in the codec settings of the Behnke Station only allow the two G.711 variants as possible codecs for the audio connection. You can find the settings under the menu item "SIP phone" in the section "Voice codecs". These ensure the best audio quality, making DTMF tones easier to be recognized by the Behnke Station:

If activation of the relay via DTMF still fails, we need the Behnke Station's diagnostics to troubleshoot. Before these are downloaded from the Behnke Station, it should be ensured that the error (failed activation of the relay via DTMF) occurred shortly beforehand so that the error is visible in the diagnostic data. If in doubt, simply trigger another call and try to activate the relay.

Then call up the menu item "Diagnostics" in the menu on the left of the Behnke Station's web interface. There you simply click on the 'download' button in the "Log" section under "Diagnostics" and simply send in the file. To do this, you can create a support ticket using the following link, whereupon you will immediately receive a reply email. You can then simply send the diagnostic file in response to this email.

Support ticket Creating diagnostic data with the Behnke Station

• In the menu on the left, click the menu item Diagnostics
• Scroll to the Log section
• For the Diagnose option, click the download button
• Click to open a support ticket
• Open a support ticket
• You will receive an email right away
• Reply to this email and attach the diagnostic data to it

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