Appendix A: Service Information - Mackie PRODX8 Reference Manual

Appendix A: Service Information

Troubleshooting
If you think your ProDX has a problem, please check
out the following troubleshooting tips and do your best
to confirm the problem. Visit the Support section of
our website (www.mackie.com/support) where you will
find lots of useful information such as FAQs and other
documentation. You may find the answer to the problem
without having to send your ProDX away.
Here are a few useful tips that could correct any
of the issues outlined below (or possibly any other issue
that we haven't yet discovered):
(1) — Restart the device. Don't just restart the
MixerConnect app. Restart the device! Completely
power it down, then power it back up.
(2) — Restart the ProDX. This is especially
useful after firmware and software updates where
the hardware and software aren't quite on the same
page. A simple reboot of the hardware can sometimes
work great wonders.
(3) — Level setting procedure. If you are having
any sound (or non-sound) issues, try following the
level setting procedure as outlined on page 8 to
verify that all of the volume controls in the system
are properly adjusted.
Wait, those didn't work? Ok. Perhaps try one of the
two following suggestions:
(4) — Factory Default Recall. Refer to page 18
for complete instructions. And as a last resort...
(5) — Factory Reset. Refer to page 19 for complete
instructions.
No power
• Our favorite question: Is it plugged in? Make sure
the AC outlet is live [check with a tester or lamp].
• Our next favorite question: Is the power switch
on? If not, try turning it on.
• The internal AC line fuse may be blown. This is
not a user serviceable part. If you suspect the
AC line fuse is blown, please contact Technical
Support.
No sound
• Is the input level control for the input source
turned all the way down? Verify that all the level
controls in the system are properly adjusted.
Look at the level meter to ensure that the
ProDX is receiving a signal.
• Is the signal source working? Make sure the
connecting cables are in good repair and securely
connected at both ends. Make sure the output
level control of the source is turned up sufficiently.
• Make sure the source(s) are not turned off
or muted. If you find something like this, make
sure the level is turned down before disengaging
the offending switch.
Poor sound
• Is it loud and distorted? Make sure that you're not
overdriving a stage in the signal chain. Verify that
all level controls are set properly.
• Is the input connector plugged completely into
the jack? Be sure all connections are secure.
Noise / Hum
• Make sure all connections to the ProDX are good
and sound. Make sure all of the connecting cables
work and are securely connected at both ends.
Try the same source signal in another channel,
set up exactly like the suspect channel.
• Make sure none of the signal cables are routed
near AC cables, power transformers, or other
EMI-inducing devices.
• Is there a light dimmer or other SCR-based
device on the same AC circuit as the ProDX?
Use an AC line filter or plug the ProDX into
a different AC circuit.
• Try disconnecting the cable connected to the main
input jack. If the noise disappears, it could be
a "ground loop," rather than a problem with the
ProDX. Try the following troubleshooting idea:
o Whenever possible, plug all the audio
equipment's line cords into outlets which
share a common ground. The distance
between the outlets and the common
ground should be as short as possible.
Reference Guide
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