Question 1

How do I reset my CTI Dealer Portal password?

Accepted Answer

Navigate to https://dealer.ctiproducts.com Click Password Utilities From the Action dropown, choose Forgotten Password . In the E-mail field enter the email address you used when registering as a RadioPro dealer. Click the Request New Password button A password reset email will be sent to you. It may take several minutes to arrive. If you do not see the email, please check your spam or junk folder. In some cases, password reset emails may be intercepted by your organization’s spam filter. Example Password Reset Email:

Question 2

Do you have availability for purchase with shipping to Mexico?

Accepted Answer

YES! We sell RadioPro in Mexico. Must be a Motorola or Kenwood authorized two-way radio dealer. Requires payment before shipping. Dealer is responsible for all duties and taxes. Please contact us for a quote: 1-513-595-5900 sales@ctiproducts.com

Question 3

Does the RadioPro IP Gateway Support Gigabit Ethernet?

Accepted Answer

Yes. The system uses a Gigabit Ethernet interface (1000 Mbps) and an asynchronous TCP socket architecture capable of high-throughput communication. Actual throughput depends on deployment conditions and workload. In typical implementations, throughput can range from hundreds of Mbps under light load to lower sustained rates under heavier processing conditions. It is important to note that RadioPro™ applications require relatively low network bandwidth (approximately 2.2 kBytes/s with audio compression, or 22 kBytes/s without), so Gigabit Ethernet provides ample capacity for reliable operation with significant headroom. RadioPro IP Gateway Data Sheet

Question 4

How do I update the OS of a RadioPro IP Gateway?

Accepted Answer

The RadioPro IP Gateway version 8.1.X operates on Windows 10 Enterprise 2019 LTSC with automatic updates disabled. To carry out necessary security maintenance updates, please adhere to the following procedure: Download and run ICU (IP Gateway Configuration Utility) (version 8.1.16+) Connect to the RadioPro IP Gateway. Verify that it is version 8.1.X. Download the latest version of the RadioPro IP Gateway Firmware for Windows 10 . (version 8.1.X) Install the firmware upgrade using instructions on page 15 of the RadioPro IP Gateway Installation Guide . Reconnect to the RadioPro IP Gateway and verify that the Gateway and DNS settings on the "Network" Tab will enable communication with Microsoft's upgrade servers. Continue with these steps until the "OS Updates" Tab displays a “Status” of “ NoUpdatesAvailable ” and “Available Updates” shows 0 : (Note: At the time of writing, this process required two iterations in less than 30 minutes) Re-establish your connection with the RadioPro IP Gateway. If the “Status” on the OS Updates Tab is “SearchingForUpdates ”, “ Downloading ”, or “ Installing ”, wait for a few minutes before reconnecting to the Gateway to check the current status. If the “Status” on the OS Updates Tab is “ UpdatesAvailable ”, click on the “Download and Install updates” button. If the “Status” on the OS Updates Tab is “ RebootRequired ”, click on the “Restart Gateway” button. Repeat these steps as needed. ICU "OS Updates" Tab

Question 5

Why am I getting a Duplicate License error in RadioPro Dispatch?

Accepted Answer

Gateway Status: Duplicate License detected What Causes the Error The cause of this error is that another RadioPro Dispatch PC is already connecting to this RadioPro IP gateway using the same license key. Multiple Dispatch PCs CAN connect to the same RadioPro IP Gateway, but each RadioPro Dispatch PC is required to have it's own software license key. With the purchase of each RadioPro Dispatch software license, you were provided with a software license key. This software license key can only be installed on one Windows PC. RadioPro Dispatch Clients RadioPro Dispatch is a multilinking client software, capable of making several simultaneous connections to multiple RadioPro gateways at once. Each PC requires Windows OS to install the Dispatch client but also needs a unique factory supplied software license key to be imported to the PC to customize it for use. See Dispatch Clients in the RadioPro IP Gateway Installation Guide (p.11) Dispatch Software License If your organization has a RadioPro Dispatch software license installed concurrently on multiple PCs you may be using our software in a manner that violates the terms of the software license agreement that you agreed to upon installation. We understand that it can be easy to unintentionally violate software licensing terms, and we are here to work with you to ensure that you can continue to use our software in a way that is both productive and legally compliant. The following is an excerpt taken from the software license that is agreed to when RadioPro Dispatch is installed: Upon payment of the Appropriate License Fees, You may: For RadioPro Dispatch Software: (a) install the Dispatch Software onto Your PC and up to one backup PC, (b) make one copy of the Dispatch Software solely for backup purposes, provided that You reproduce, unaltered, all proprietary notices on or in the copy, (c) run the Dispatch Software on one Dispatcher PC at a time , (d) connect the Dispatch PC to IP Gateway units, up to the number of rightfully licensed Connections as specified in the Dispatch Hardware Protection Device and Software Key. For IP Gateway Software : run the IP Gateway Software on the IP Gateway unit on which it is was installed by CTI; and For ICU Software: (a) install the ICU Software onto one or more of Your PCs, (b) run the ICU Software to configure one or more of Your IP Gateway units manufactured by CTI, For Solo Software: (a) install the Solo Software onto one or more of Your PCs, (b) run the Solo Software on one or more PCs to connect to one of Your IP Gateway units, up to the number of rightfully licensed User Connections configured on that IP Gateway unit, You may not and shall not permit others to: (a) copy the Licensed Software (except as expressly permitted above), (b) run more than one copy of the Dispatch Software concurrently, (c) use the Solo Software to concurrently connect more PCs than the rightfully licensed number of User Connections configured in an IP Gateway, (d) use the Dispatch Software to concurrently connect to more than the rightfully licensed number of IP Gateways as specified in the Software Key, (e) use the Dispatch Software, Solo Software or ICU Software with hardware devices or software not made by CTI that emulate or mimic the functionality of the IP Gateway, (f) modify or translate any Licensed Software, (g) modify, translate, reverse engineer, decompile, disassemble or otherwise attempt (i) to defeat, avoid, bypass, remove, deactivate, or otherwise circumvent any hardware or software protection mechanisms in the Licensed Software or Dispatch Software, including without limitation any such mechanism used to restrict or control the functionality of the Licensed Software, or (ii) to derive the source code or the underlying ideas, algorithms, structure or organization from the Licensed Software, or (h) distribute, rent, transfer or grant any rights in the Licensed Software (except as expressly permitted above) in any form to any person without the prior written consent of CTI. This license is not a sale. Title and copyrights to the Licensed Software and any copies made by you remain with CTI and its suppliers. RadioPro™ Software License Agreement

Question 6

Why am I getting a bonk when pressing the PTT button in the subscriber list.

Accepted Answer

Reasons for Failed Calls In RadioPro versions 8.3.1+, 9.3.1+ this is how to determine the reason for failed calls: In RadioPro Dispatch, choose “ Help ”->” Logs ”. This should open %programdata%\CTI Products\RadioPro Dispatch\ Open the logs folder. Locate and open the most recent file named “ FailedCalls YYYY-MM-DD.txt” with a text editor. Example: 10:08:20.590 AM DEBUG Call Failed: Source=Gateway, Reason=Can't private call when in a group call hangtime 10:15:49.303 AM DEBUG Call Failed: Source=Radio, Reason=Call initiate group call failed: INVALID_TARGET_ADDR [Source=Client] Failure Reasons: Already transmitting Unable to transmit because another client has control of the radio. Not connected to a server Client is not connected to a gateway. [Source=Gateway] Failure Reasons: Server ended call The gateway ended an active transmission unexpectedly. [Source=Radio] Failure Reasons (Motorola): Call initiate group/priv call failed: <failure Rason> The Motorola XPR Radio is reporting that an attempted group or private KeyRadio has failed. The failure code will have additional information. No Response from radio The Motorola XPR radio is not correctly responding to key-up requests. Other Failure Reasons: The Motorola speaker microphone may be connected. The RadioPro IP Gateway may not be able to correctly key-up a mobile radio if a microphone is plugged in. The channel may be in use or in "hang-time" when keying up. The item in the Subscriber List may be incorrectly defined in ICU: As a Group Call when it should be defined as a Private Call . As a Private Call when it should be a Group Call . The Subscriber List PTT button may have a custom action assigned rather than the Default action. (The default action is to PTT the item selected in the Subscriber List) Please verify that " Default " is selected as the PTT Action for the Subscriber List. In RadioPro Dispatch, Put Dispatch in Edit Mode. Options -> Dispatch Settings, Choose the " Subscriber List " tree item... Private calls may be disabled in the Motorola XPR5550e radio. Please verify that Private Calls is CHECKED. In the Motorola CPS software, Under Configuration, General, General Settings...

Question 7

Why doesn't the RadioPro Talk app show Zones?

Accepted Answer

For Motorola MOTOTRBO systems, the RadioPro Talk app does not display zone names . Instead, RadioPro Talk presents a single list of all available channels . Users can still select (channel steer) to any channel that is marked as visible in the system configuration. Channel visibility is controlled in the IP Gateway Configuration Utility (ICU) . ICU Configuration Example This screenshot shows the ICU (IP Gateway Configuration Utility). In this example, the Zone and Channel names are left as the default (“Zone #” and “Channel #”), and all Zones and Channels are marked as visible. RadioPro Talk View In the RadioPro Talk app (iOS and Android), tapping the channel name displays a list of all visible channels across all visible zones. Why Zones Aren’t Shown RadioPro Talk is designed to be simple and easy to use , especially for mobile users. Showing zones would add extra steps and complexity, so the app combines everything into a single channel list. How to Identify Zones (If Needed) If you need to distinguish channels by zone, you can: Edit Channel Aliases in the ICU Include the zone name in the channel name Example: Zone 1 - Dispatch, Zone 2 - Tac 1 More Advanced Zone Control Zone-based organization is fully available in: RadioPro Dispatch RadioPro Solo These applications provide more detailed control and are better suited for desktop or advanced users. Additional Information See: RadioPro IP Gateway Installation Guide for Motorola MOTOTRBO for additional information: https://ctiproducts.com/documents/radiopro/v9/RadioPro%20IP%20Gateway%20Installation%20Guide%20for%20Motorola%20MOTOTRBO.pdf#page=28

Question 8

Can the time in Dispatch be changed from am/pm to a 24-hour clock?

Accepted Answer

Yes, the Dispatch Console follows the PC's time format. So, if your PC uses the 24-hour time clock, the Dispatch console will display 24-hour time. Once you change the time to 24-hour on the PC, you must close the Dispatch Software and reopen it for the change to occur.

Question 9

How can I locate my Dispatch License Key on my old PC?

Accepted Answer

There are two ways to locate the license key ID: Navigate on the old PC to the following path C:\Program Files (x86)\CTI Products\RadioPro Dispatch and search for the License Key file. Save that file to be transferred to the new PC. Run the Dispatch application on the old PC. Click on Options, then Update license. It will display the License ID there. From there you can contact CTI Products Technical support to retrieve the file.

Question 10

How do I find the password to my RadioPro Dispatch application?

Accepted Answer

Contact CTI Products Technical support. Get in Touch

Question 11

How do I modify the audio settings in RadioPro Dispatch to mute audio from adjacent PCs?

Accepted Answer

Use PC Cross Mute to mute audio from adjacent PCs. The adjacent PCs must be attached to the same RadioPro IP Gateway and they will need to have the same Cross Mute ID Selected. See Enable PC Cross Mute in the RadioPro Installation and Configuration Guide for additional information.

Question 12

How do I replicate the Dispatch configuration onto another PC?

Accepted Answer

On the dispatch machine you want to clone, in RadioPro Dispatch, navigate to File -> Edit to put your Dispatch software in "Edit" mode. Navigate to File -> Clone Settings... Save the *.trbodat file. Transfer the *.trbodat file to the new computer with Dispatch already installed on it. On the new Dispatch machine you want to clone to, navigate to File -> Edit to put your Dispatch software in "Edit" mode. Navigate to File -> Import Cloned Settings... Select the *.trbodat file that was transfered in step #4.

Question 13

What  microphone does RadioPro Dispatch interface with?

Accepted Answer

RadioPro Dispatch (v8,9) will typically operate with any PC microphone that is supported by Windows 10 for Audio.

Question 14

What are the recommended PC requirements to run RadioPro Dispatch?

Accepted Answer

Windows 10 Pro, Core i5 CPU with 8GB Memory and 500 GB Storage. Detailed Specifications: Category Minimum Requirements Operating System Windows 10 Pro or 11 Pro, 64 bit Processor Intel Core i5 minimum, Intel Core i7 recommended Memory >8GByte First Hard Disk 500 GByte (for Operating System) Second Hard Disk 1TByte (for History Logging) (An external eSATA drive or network storage device may also be used.) Video Interface Integrated with motherboard Network Connection Integrated with motherboard Audio Integrated with motherboard (External speakers and desk mic, or headset required.)

Question 15

Why are my GPS ID’s not populating on the GPS map?

Accepted Answer

Verify that the radio programming is configured correctly by viewing the RadioPro IP Gateway Installation and Configuration Guide: Motorola MOTOTRBO Installation Guide Kenwood NEXEDGE 7xx-8xx Kenwood NEXEDGE 57xx-58xx Ensure that the subscriber licensing is configured with the correct GPS ID’s. RadioPro Dispatch Installation and Configuration Guide (Page 48 Subscriber Licensing sub-folder) Restart the IP Gateway and the radio(s) that are connected to the IP Gateway. Contact CTI Products Technical support.

Question 16

Why is my Plantronics Headset not displaying in RadioPro Dispatch?

Accepted Answer

Version 7: Contact CTI Products Technical support. Version 8 or 9: Upgrade the Dispatch application to the latest version of software from here: RadioPro Dispatch Downloads

Question 17

Can I transfer licenses to another Gateway?

Accepted Answer

No . Client licenses cannot be shared or transferred between Gateways. They can be added, but not removed.

Question 18

How do I sync the time servers of my gateways?

Accepted Answer

Use a Central Time Server or public NTP source. There are several ways to accomplish this depending on how isolated your local network may be. If the network has no public internet access, consider using a Central Time server such as ATS (Absolute Time Server). However, if your network has open access to the internet consider using a public NTP source such as 'pool.ntp.org'. Please refer to the following for additional information: Time Synchronization and Accuracy ICU -> General Tab -> NTP Server IP Install Time Server How do I use pool.ntp.org?

Question 19

What is the Processor speed of the RadioPro IP Gateway?

Accepted Answer

Quad Core 1.60GHz CPU

Question 20

What is the underlying OS for the RadioPro IP Gateway?

Accepted Answer

Linux, Windows 10, or Windows 7 Date of Purchase Operating System 6/2010 - 1/2020 Windows 7 embedded 2/2020 - 3/2022 Window 10 IoT Enterprise 4/2022 - Present Debian GNU/Linux

Question 21

What is the warranty period for the RadioPro IP Gateway?

Accepted Answer

1 year. Additional Warranty Information is available here: Standard Limited Warranty

Question 22

Why am I getting an Invalid License Key error in the ICU program, when I try to import the old License Keys.

Accepted Answer

The wrong license key may have been imported into the wrong Gateway. Please contact CTI Products Technical support

Question 23

Why is my Gateway status showing disconnected in the Dispatch Client?

Accepted Answer

There are several reasons that an IP Gateway would be shown as "disconnected": Each client and RadioPro IP Gateway must have compatible versions in order to communicate. For more details on version compatibility, see the Installation Guide page 22 "System Compatibility Considerations". The ethernet cable connecting the IP Gateway to the LAN or WAN may be disconnected. The IP Gateway must be powered on and must have completed its boot-up procedure. The boot-up procedure could take up to two minutes. Ensure that the router or switch between the PC and the Gateway has power. The Dispatch Client and the IP Gateway may be on different subnets. Possible Solutions: Change the IP address and subnet masks of the Gateway and/or Dispatch so Dispatch can reach the IP Gateway Configure Port Forwarding: See the Installation Guide page 19 "Configure Port Forwarding" See https://portforward.com/router.htm for detailed instructions for the specific router in use at your site.

Question 24

Why is the RadioPro IP Gateway status indicating connected, but the GPS and voice control station radio’s do not work or state radio disconnected?

Accepted Answer

For Motorola radios, try a different USB port on the back of the gateway. Verify that the radio programming is configured correctly. For Motorola MOTOTRBO radios, see the " Installation Addendum for Motorola MOTOTRBO " For Motorola APX 4500 radios, see the " Installation Guide Addendum for Motorola APX 4500 " For Kenwood NX-7xx/8xx radios, see the " Kenwood NEXEDGE NX-7xx/8xx Addendum " For Kenwood NX-57xx/58xx radios, see the " Kenwood NEXEDGE NX-57xx/58xx Addendum " Contact CTI Products Technical support

Question 25

Does the Talk App support DHCP?

Accepted Answer

Yes . The RadioPro Talk™ app installed on Android and iOS devices supports DHCP. CTI Products recommends that a static IP address be configured in the RadioPro™ IP Gateway using the ICU Configuration Utility. If the IP Gateway is configured using DHCP, the IP Address programmed into the RadioPro Talk app will need to be adjusted whenever the IP Gateway's ip address changes.

Question 26

Does the Talk App support DNS?

Accepted Answer

Yes . The RadioPro Talk™ app can connect to Gateways that have a static IP address associated with a Domain Name. The RadioPro™ IP Gateway must have the following: A static IP address. Port forwarded from an Internet exposed IP Address. The exposed IP address must also be static. A registered Domain Name.

Question 27

How are the user accounts for logging on to the RadioPro Mobile app administered (i.e. created, deleted, password reset)?

Accepted Answer

This is controlled or monitored by the admin on the IP Gateway through the ICU.exe utility. This utility is used to configure static IP address, as well as User Names and Passwords for the Mobile app users. User Names and Passwords may be created and deleted using this utility. See the RadioPro IP Gateway Installation Guide page 16 "Solo/Talk Mobile Clients".

Question 28

How many people can connect to the mobile app?

Accepted Answer

This is determined by the number of Mobile App licenses that are installed on the IP Gateway. If the gateway has 1 Mobile license installed, then only 1 smartphone user will have a permanent connection to the radio system.

Question 29

How many people can talk on the mobile app?

Accepted Answer

Only 1 person can talk on the mobile app at a time. If the radio channel is busy, the app will receive a busy bonk. The smartphone user will have to wait until the channel becomes free before being able to transmit.

Question 30

How many user names and passwords can be set up in the ICU?

Accepted Answer

As many as you want.

Question 31

If someone connects, does it stay connected until they disconnect or does it time out?

Accepted Answer

They stay connected until they choose to disconnect. If the connection is temporarily lost while in a moving vehicle due to a change in cellular data, or switching reception from cellular to Wi-Fi, the app will continue to attempt to reconnect to the IP Gateway until a connection is re-established.

Question 32

Why does the connection drop and not reconnect when switching from Wi-Fi to cellular?

Accepted Answer

The cellular network that your phone is switching to may not have enough bandwidth. RadioPro Talk™ App V.1.8 added an option to enable data compression. The IP Address of the RadioPro™ IP Gateway may not be reachable from your cellular network. Configure Port Forwarding. See the RadioPro IP Gateway Installation Guide page 19 "Configure Port Forwarding".

Question 33

Why does the connection drop and not reconnect when switching from cellular data to Wi-Fi?

Accepted Answer

A RadioPro™ Talk app connecting through the Internet(cellular), may pass through a different set of firewall rules than a RadioPro™ Talk app connecting through a Wifi connection. It may be necssary to have 2 connections set up in the RadioPro™ Talk app. One for the Wi-Fi connection that looks like 10.xx.xx.xx or 192.xx.xx.xx and the other that has the static IP address exposed to the internet. The Network infrastructure that hosts the RadioPro™ IP Gateway may need a modification to allow access through the Wifi Firewall. The documentation for Port Forwarding may be helpful in this case as well. Please See the RadioPro IP Gateway Installation Guide page 19 "Configure Port Forwarding".

Question 34

Will the mobile Talk app allow incoming phone calls while the app is running?

Accepted Answer

Yes . You can still receive phone calls while using the app. iOS devices: You will not be able to hear incoming transmissions while on a phone call. Android devices: Incoming transmissions will interrupt your phone call. Version 1.11 adds a switch to block radio traffic during a phone call.

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