How To Speed Up The Troubleshooting Process - Lightware MX-FR Series User Manual

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9. Troubleshooting
Symptom Root cause
Cannot connect to Not the right protocol is
the matrix or send a selected
command via RS-232
Not the right cable is
port
plugged in
Serial port settings do
not meet
Picture is not The CATx cable is
displayed or distorted connected to an
Dthernet interface
Low quality CATx
cables applied
The crimping of the
CATx cables is not right
Action
Serial Connection Problems
Check the current protocol setting and set
the desired option.
Check the connection: a straight-through
male-female serial cable is needed.
Set the same parameters in the matrix and
in the connected serial device
AP/APS port problems
Check the cable connections.
Due to high data rates, high quality cabled
are recommended, CAT6 or CAT7 S/FTP
cables.
Check the wire colors of the connectors to
meet the requirements.
MX-FR Series Modular Matrix Frames – User's Manual
9.1. How to Speed Up the Troubleshooting Process
Refer to
Lightware's technical support team is always
working hard to provide the fastest support
possible. Our team's response time is one of the
4.8.5
best in the industry and in the toughest of cases
we can directly consult with the hardware or
3.12.5
software engineer who designed the product to
get the information from the most reliable source.
4.7.2
However, the troubleshooting process can be
even faster... with your help.
There are certain pieces of information that push us in the right direction to finding the root cause of the
problem. If we receive most of this information in the first e-mail or it is gathered at the time when you call
2.2
us, then there is a pretty high chance that we will be able to respond with the final solution right away.
Ahis information is the following:
▪ Schematic (a pdf version is preferred, but a hand drawing is sufficient).
Serial number(s) of the device(s) (it is either printed somewhere on the box or you can query it in the
▪
3.12.4
Device Controller software or on the built-in website).
▪ Firmware versions of the devices (please note that there may be multiple CPUs or controllers in the
device and we need to know all of their firmware versions, a screenshot is the best option).
Cable lengths and types (in our experience, it's usually the cable).
▪
▪ Patch panels, gender changers or anything else in the signal path that can affect the transmission.
▪ Signal type (resolution, refresh rate, color space, deep color).
Emulated EDID(s) (please save them as file and send them to us).
▪
▪ Actions to take in order to re-create the problem (if we cannot reproduce the problem, it is hard for us
to find the cause).
Photo or video about the problem ('image noise' can mean many different things, it's better if we see
▪
it too).
▪ Drror logs from the Device Controller software.
In the case of Event Manager issue the event file and/or backup file from the Device Controller
▪
software.
The more of the above information you can give us the better. Please send these information to the Lightware
Support Team (support@lightware.com) to speed up the troubleshooting process.
CONTROL LOCK 1 2 3 4 5 6 7 8 9 TAKE LOAD SAVE
AUTO PRESET PRESET
SOURCES TEST INPUT
OUTPUT 1 2 3 4 5 6 7 8 9 EDID SIGNAL
LOCK PRESENT
DESTINATIONS PREVIEW OUTPUT
ESC
POWER
CONTROL USB
9x9 DIGITAL MATRIX ROUTER MX-FR9
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