How To Speed Up The Troubleshooting Process - Lightware UMX-TPS-TX120 User Manual


  
9. Troubleshooting
Symptom Root cause
Connected device Cable connection
does not respond problem
The direction of the
Output level selected pin is set to
cannot be changed input
Cables are not
connected on both sides
USB device does
not operate
Not supported USB
device is connected
Front panel Buttons are locked
buttons are out of
operation
Error messages Different protocol is set
received
continuously
Action Refer to
GPIO
Check the connectors to fit well; check
the wiring of the plugs.
Check and modify the direction setting
of the desired pin
LW2
LW3
USB KVM
Check the USB cable between TX and
the computer.
Keyboard, mouse (USB HID devices) are
supported mostly, check your device type.
Miscellaneous
Unlock the buttons
Check the port protocol settings (LW2
/ LW3) and use the proper protocol
LW3
commands.
Applied firmware packages: (UMX-TPS): v1.5.0b4 | (WP-UMX-TPS): v1.4.0b8 | (FP-UMX-TPS): v1.4.0b8 | LDC software: v2.5.6b2
UMX-TPS-TX100 series – User's Manual
9.2. How to Speed Up the Troubleshooting Process
Lightware's technical support team
is always working hard to provide
3.4.13
the fastest support possible. Our
team's response time is one of
5.9.3
the best in the industry and in the
6.7.1 toughest of cases we can directly
consult with the hardware or
7.23
software engineer who designed
the product to get the information
from the most reliable source.
However, the
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
2.9.5
us, then there is a pretty high chance that we will be able to respond with the final solution right away.
This information is the following:
5.11.1
▪ Schematic (a pdf version is preferred, but a hand drawing is sufficient).
5.9.1
▪ Serial number(s) of the device(s) (it is either printed somewhere on the box or you can query it in the
7.17.1
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.
▪
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 (for example: "image noise" can mean many different things, it's
better if we see it too).
Error 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.
troubleshooting
160