How To Speed Up The Troubleshooting Process - Lightware MMX4x2 Series User Manual

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9. Troubleshooting
Symptom Root cause
Connected serial Cable connection problem Check the connectors to fit well; check
device does not
respond
RS-232 settings are
different
RS-232 mode is not right
Messaging via serial port
is not working
No LAN Incorrect IP address is set
connection can be (fix IP)
established
IP address conflict
TCP/IP or UDP
messaging via LAN port
is not working
Front panel The buttons are locked
buttons are out of
operation
Always receiving Different protocol is set
error messages
CEC message The CEC feature is not
sending does not enabled in the connected
work (third-party) device
Action
Refer to
RS-232 signal
the wiring of the plugs.
Check the port settings of the transmitter
and/or the matrix and the connected
serial device(s). Pay attention to Link
LW3
and/or Local ports.
Check the RS-232 mode settings (control,
command injection, or disconnected)
LW3
Check the serial messaging rules and/or
LW3
apply escaping in the message.
Network
Use dynamic IP address by enabling
DHCP option.
LW2
LW3
Restore the factory default settings (with
fix IP).
LW2
LW3
Check the IP address of the other devices, too.
Check the TCP/IP / UDP messaging rules
and/or apply escaping in the message. LW3
Miscellaneous
Disable control lock.
LW3
Check the protocol settings (LW2 / LW3)
and use the proper protocol commands.
Check the device and/or its
documentation to enable the feature.
Applied firmware package: v1.6.0b19 | LDC software: v2.5.13b5
MMX4x2 series – User's Manual
9.2. How to Speed Up the Troubleshooting Process
Lightware's technical
is always working hard to provide the
fastest support possible. Our team's
11.9
response time is one of the best in the
industry, and in the toughest of cases we
5.9.1
can directly consult with the hardware
or software engineer who designed the
7.17
product to get the information from the
most reliable source.
5.9.1
However, the troubleshooting process
7.17
can be even faster... with your help.
7.18 There are certain pieces of information that push us in the right direction to find 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 that we will be able to respond with the final solution right away.
2.6.3
This information is the following:
5.11
▪ 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
6.5.2
Device Controller software or on the built-in website).
7.12.1 ▪ 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).
2.6.4
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.
5.11 ▪
Signal type (resolution, refresh rate, color space, deep color).
▪
6.3.13
Emulated EDID(s) (please save them as a file and send it to us).
▪
Actions to take in order to re-create the problem (if we cannot reproduce the problem, it is hard for us
▪
7.4.4
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).
7.14 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.
2.6.6
The more of the information above you can give us, the better. Please send this information to the Lightware
Support Team (support@lightware.com) to speed up the troubleshooting process.
5.11.1
7.4.7
5.9
support team
153