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

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11. Troubleshooting 11. Troubleshooting
Symptom Root cause
No LAN Incorrect IP address is
connection can be set (fix IP)
established
No LAN IP address conflict
connection can be
established
Connected serial Cable connection
device does not problem
respond
RS-232 settings are
different
Messaging via serial
port is not working
Connected serial Cable connection
device does not problem
respond
RS-232 settings are
different
I cannot find my All AV boxes and
endpoint device in gadgets look the same.
the server room
Applied F-series endpoint firmware package: v1.4.1 | Applied R-series endpoint firmware package: v1.4.1 | Applied MMU firmware package: v1.2.1 | LDC software: v1.34.0b2
Action
Network
Use dynamic IP address by enabling
DHCP option.
Restore the factory default settings
(with fix IP).
Check the IP address of the other
devices, too.
RS-232 signal - Endpoints
Check the connectors to fit well; check
the wiring of the plugs.
Check the port settings of the endpoint
and the connected serial device.
Check the serial messaging rules and/
or apply escaping in the message.
RS-232 signal - MMU
Check the connectors to fit well; check
the wiring of the plugs.
Check the port settings of the MMU and
the connected serial device.
Miscellaneous
Use the "Identify Me" feature.
UBEX series – Matrix Application Mode – User's Manual UBEX series – Matrix Application Mode – User's Manual
11.2. How to Speed Up the Troubleshooting Process
Refer to
Lightware's technical support team
is always working hard to provide the
5.2.1
fastest support possible. Our team's
8.16.2 response time is one of the best in the
industry and in the toughest of cases we
LW3 9.16.2
can directly consult with the hardware
5.2.4
or software engineer who designed the
product to get the information from the
8.16.4
most reliable source.
LW3
9.4.11
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 us, then there is a pretty high chance
2.4.4
that we will be able to respond with the final solution right away.
14.11.1
This information is the following:
8.14.2
▪ 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
LW3 9.19 ▪
Device Controller software or on the built-in website).
8.14.2
▪ Firmware versions of the devices (please note that there may be multiple CPUs or controllers in the
LW3 9.21
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).
2.4.4
▪ 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).
14.11.1
▪ Emulated EDID(s) (please save them as file and send them to us).
LW3 9.18
▪ 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
▪
8.8.3
it too).
▪ Error logs from the Device Controller software.
8.9.3
In the case of Event Manager issue the event file and/or backup file from the Device Controller
▪
LW3 9.5.8
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.
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