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6.2
BEFORE YOU CALL EVERTZ TECHNICAL SUPPORT...
6.3
CREATING A CAPTURE FILE
TROUBLESHOOTING
Models 8084/8084AD/8085 Closed Caption Encoder Manual
CALL WAITING - If this service is installed on the caption's phone line, it
MUST be disabled before using the modem. If an outside caller tries to call
the phone line that the modem is connected to, the tone that is generated
will disrupt modem communications, resulting in loss of carrier.
ONLY CONNECT TO POTS (Plain Old Telephone System) - For a reliable
telephone connection to the caption encoder a direct telephone line must
be used. This line must not pass through a PBX or similar key device.
Check for any product upgrades that may address your problem at the
Evertz web site (www.evertz.com) and with your software vendor.
After you have checked our web site and you call, you will be asked for
specific technical information, which should be prepared in advance for
speedy assistance:
•
Firmware revision date of the caption encoder. This can be found
by pressing SHIFT+SELECT on the front panel of the encoder.
•
Which serial ports and modem ports (A through E) are being used
on the encoder?
•
What captioning or teleprompter software is being used to control
the encoder? (manufacturer, product name, revision number)
•
Is this a new installation, or was the unit functioning in your system
previously?
•
Did the problem occur after installing some new hardware or
software?
Sometimes during a tech support call, the customer will be asked to make
a capture file that may be emailed to Evertz tech support personnel. We
look at this file to see what the customer's captioning software is sending to
the caption encoder. We can also send this capture file to one of our
encoders to attempt to duplicate the customer's problem.
To create a capture file, connect the captioning/teleprompter computer to
another computer instead of the Evertz 8074/8084/8084AD. If the
captioning computer was connected to Port B or Port C on the encoder,
one may simply disconnect the cable from the rear of the Evertz unit and
connect to a computer's COM port. For Port A, some rewiring may be
required depending on the system configuration.
Use a commercial "terminal" communications program to save a capture
file of the data coming from the captioning computer. Note that some of the
characters that are sent to the caption encoder are not standard printable
ASCII characters. If your terminal program supports any of these features,
turn them OFF before saving your capture file:
Revision 1.6.6
Page 6-10
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