Lightware MMX4x2 Series, Руководство пользователя

Страница: 153 / 172

9. Troubleshooting MMX4x2 series – User's Manual 153
Applied firmware package: v1.6.0b19 | LDC software: v2.5.13b5
Symptom Root cause Action
Refer to
RS-232 signal
Connected serial
device does not
respond
Cable connection problem Check the connectors to fit well; check
the wiring of the plugs. 11.9
RS-232 settings are
different
Check the port settings of the transmitter
and/or the matrix and the connected
serial device(s). Pay attention to Link
and/or Local ports.
5.9.1
LW3
7.17
RS-232 mode is not right Check the RS-232 mode settings (control,
command injection, or disconnected)
5.9.1
LW3 7.17
Messaging via serial port
is not working
Check the serial messaging rules and/or
apply escaping in the message.
LW3
7.18
Network
No LAN
connection can be
established
Incorrect IP address is set
(fix IP)
Use dynamic IP address by enabling
DHCP option.
2.6.3
5.11
LW2 6.5.2
LW3
7.12.1
Restore the factory default settings (with
fix IP).
2.6.4
5.11
LW2
6.3.13
LW3 7.4.4
IP address conflict Check the IP address of the other devices, too.
TCP/IP or UDP
messaging via LAN port
is not working
Check the TCP/IP / UDP messaging rules
and/or apply escaping in the message.
LW3
7.14
Miscellaneous
Front panel
buttons are out of
operation
The buttons are locked Disable control lock.
2.6.6
5.11.1
LW3 7.4.7
Always receiving
error messages
Different protocol is set Check the protocol settings (LW2 / LW3)
and use the proper protocol commands.
5.9
CEC message
sending does not
work
The CEC feature is not
enabled in the connected
(third-party) device
Check the device and/or its
documentation to enable the feature.
9.2. How to Speed Up the Troubleshooting Process
Lightware’s technical support team
is always working hard to provide the
fastest support possible. Our team’s
response time is one of the best in the
industry, and in the toughest of cases we
can directly consult with the hardware
or software engineer who designed the
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.
   