IndieMac Support Policy
At IndieMac we strive to keep our products affordable, therefore it is not possible to provide guaranteed individual customer support. Desktop Intercom has been tested on Mac OS X 10.6+ and Windows XP and higher.
Please take advantage of the demo/trial period to ensure that Intercom works correctly for your environment.
Since Intercom is highly reliant on properly operating speaker, microphone and network configuration for each connected computer along with network hardware, often when problems are encountered it is due to one of these components being misconfigured or the hardware being faulty.
Following is a brief list of the items that can be the cause of a problem:
- System audio (volume and microphone) settings set wrong
- Network configuration is blocking UDP broadcasts
- 3rd party anti-virus
- 3rd party firewall
- Operating system firewall settings
- Wireless (Wi-fi) router configuration
- Conflicts with other installed software
If you do encounter problems, we recommend using the Help Articles to troubleshoot your particular configuration. If you suspect your problem is actually an Intercom software problem and not a configuration issue, you can send logfile information to support and depending on resource availability we will try to provide assistance.
Yes, Intercom will work on any Mac that is running OS X 10.6 or greater. Please keep in mind, unlike iMacs or MacBooks, the Mac Mini does not have a build in microphone or speakers. A separate mic and speakers will need to be added to your Mac Mini in order for Intercom to work.
Troubleshooting Network Problems
Often when 2 computers cannot communicate it is due to some type of network configuration issue. Intercom relies on UDP, and specifically UDP broadcasts to operate. Typically home and office network configurations allow for this type of network communication, so it should "just work".
However, when it does not "just work" there are many variables involved which can be specific to your hardware and firmware version. For an example, one type of problem can occur when some computers are on a wired network and some are on the wireless (Wi-fi) segment. See this article for further information: Why do some WiFi routers block multicast packets going from wired to wireless?.
Step 1: Turn off all firewalls and anti-virus
Firewalls and anti-virus can interfere by blocking the ability for Intercom to communicate. To see if these are responsible, disable these components and see if Intercom works after that. Note that on Windows, the built-in firewall should be configured automatically. However 3rd party firewalls will need to be configured separately.
Step 2: Test network connectivity between 2 endpoints
You can test whether or not your network supports UDP broadcasts between 2 points by using the free utility Packet Sender for Mac or Windows which will allow you to test UDP connectivity between 2 computers. If you can verify Packet Sender can communicate between your two computers, then you have verified that your network supports the requirements needed by Intercom.
- Install and start the Packet Sender application on both computers
- Update the fields as seen below:
- ASCII set to "Hello World"
- IP Address set to the other computer's IP address (which can be found in the title bar of Intercom)
- set Port to 55056
- set the dropdown to UDP
- Click Send. Now look at Packet Sender on the other computer. You should see the message appear in the Log area at the bottom if directed UDP traffic is making it between the 2 computers.
- Next, at the first computer update the IP Address field to 255.255.255.255 (the broadcast address) and try sending again. The other computer should get this message also. This verifies that broadcast messages are working.
- If UDP does not work, try switching to TCP and see if that works.
- Try switching computers so the other computer is now the sender. Ensure that works also. Sometimes it will work one direction but not the other.
- If broadcast UDP is not working between the 2 computers, you will need to figure out how to enable this for your specific computer/3rd party software/network hardware configuration. It is not possible to provide exact instructions because there are so many possible configurations, but you might be able to get one of your geek friends to help you get it working. Just tell them that you need to get UDP broadcasts working between the two computers on your network. You may find better success if instead of asking directly, you pose it as a challenge. Geeks love to be challenged: "You know, nobody can seem to solve my problem with UDP broadcasts on my home network."
When you click the red 'X' to close the window, Intercom actually keeps running (so voice messages can playback) and is reactivated using the menu item as seen below.
Just run the setup.exe program on each computer on your local network and start the application.
If you are encountering a problem using Intercom, sometimes it helps to generate a detailed logfile which contains troubleshooting information. Following is the process to generate the logfile.
- Enable logfile generation by accessing the Configure button and checking the box as seen below
- Exit and restart the application
- Using the system tray Intercom icon located at the top or bottom of your screen, right click and choose Exit
- Click Configure again and Open Folder to see the logfile on your disk
- Open the logfile and from there you can Edit -> Select All and then Edit -> Copy to copy the log information to the clipboard
- Alternatively, you can drag and drop the logfile into an email as an attachment. Send the logfile information to support.