How To Speed Up The Troubleshooting Process - Lightware MX2-8x8-DH-4DPio-A User Manual

   
11. Troubleshooting
No LAN connection can Incorrect IP address is set
be established (direct connect)
IP address conflict
MX2 Standalone Matrix Switcher series – User's Manual
Ethernet
Disable DHCP server and set the
IP addresses to be in the same
LW3
subnet.
Restore the factory default
settings (with fix IP).
LW3
Change the IP address to a not
reserved one or enable DHCP
if DHCP server exists in the
LW3
network.
Applied firmware package: v1.9.0 | LDC software: v2.6.2b3
11.2. How to Speed Up the Troubleshooting Process
Lightware's technical support
7.9.2
team is always working hard
9.13
to provide the fastest support
possible. Our team's response
7.9.5
time is one of the best in the
9.4.5
industry, and in the toughest of
cases, we can directly consult
3.2.1
with the hardware or software
7.9.2
engineer who designed the
9.13 product to get the information
from the most reliable source.
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 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.
This 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
▪
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 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
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).
▪ 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 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.
LIVE MAIN MENU
C C O O N N T T R R O O L L 1 2 3 4 5 6 7 8 T T A A K K E E T T A A K K E E L L O O A A D D L L O O A A D D S S A A V V E E S S A A V V E E POWER
L L O O C C K K A A U U T T O O A A U U T T O O P P R R E E S S E E T T P P R R E E S S E E T T P P R R E E S S E E T T P P R R E E S S E E T T Input Ports System Settings
SOURCES Output Ports
DESTINATIONS IR EDID
O O U U T T P P U U T T 1 2 3 4 5 6 7 8 MX2-8x8-HDMI20-Audio Health Presets CTRL USB
L L O O C C K K Compact HDMI 2.0 Matrix Switcher RESET
114