10.6.4 Scrwed up my board

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Victory2b
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10.6.4 Scrwed up my board

Post by Victory2b » Sun Feb 21, 2010 11:41 pm

And I broke the rule about no installing updates before a show haha. Lucky me. Good thing I was able to get away with just the fixed lights.

So after installing the patch 2 times half the buttons on the board stopped working. (Palette VL) Only a few buttons in the middle of the board are working. Is there only way to generate a report to send or something?

[edit] I tried reinstalling Patch 10.6.2 but still had the same fault. I had to leave so I did not get a chance to reinstall 10.6.4 I have also added a picture of the board and what parts work and what parts do not work.

Any suggestions? I would like to get it working for a message tomorrow night but I can limp it along for that if I have to. I however need it fixed for next Sunday morning [/edit]

Thanks
Kevin
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MickCrozier
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Re: 10.6.4 Scrwed up my board

Post by MickCrozier » Mon Feb 22, 2010 2:10 am

haha, that'll teach you :twisted:

Firstly - I'd crack it open and check the usb connections (pull them out and plug them back in). From memory there are 3 panels inside, looks like it's the 2 outer panels that are not working.
have you been moving around?

Failing that I'd try plugging them into different ports and reinstall the sodtware, could be some of the usb ports have failed.

Then get it to your service your center
Formerly Durisian (who died peacefully of digital old age)

DebraCecil
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Re: 10.6.4 Scrwed up my board

Post by DebraCecil » Mon Feb 22, 2010 12:34 pm

It appears that you have one USB tile that works and two that don't. Try unplugging all of the tiles and boot with only one of the non-functioning tiles plugged in. Rinse and repeat with the other non working tile. Isolating the tiles can force them to take the firmware. There are some other ways to force firmware into tiles, but it is much easier to do with your service center walking you through it on the phone.

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phenry
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Re: 10.6.4 Scrwed up my board

Post by phenry » Wed Feb 24, 2010 9:32 am

My first step is usually to see how badly the tile is broken. Plug one of the non working tiles into a computer running xp. If it is recognized and windows asks for drivers, then the tile can be saved over the phone. If it is not recognized, then it has to come back to me for a repair.
Patrick Henry
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BobbyHarrell
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Re: 10.6.4 Scrwed up my board

Post by BobbyHarrell » Wed Feb 24, 2010 12:15 pm

This could be a tile(s) problem that was in the process of happening anyway. Work with Patrick Henry to see if the tiles can be reprogrammed to get you back up and going.
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Victory2b
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Re: 10.6.4 Scrwed up my board

Post by Victory2b » Thu Feb 25, 2010 2:07 am

Thanks for all the suggestions as soon as I can get a chance to look at the board I will try them and let you know if any of them work.

Victory2b
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Re: 10.6.4 Scrwed up my board

Post by Victory2b » Sun Feb 28, 2010 1:15 pm

Well nothing suggested worked so I guess I am going to need service. Gah! Patrick what time can I call you at? Or can I just take it to the Vancouver Service Center after the Olympics.

Thanks.

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Re: 10.6.4 Scrwed up my board

Post by jsherbanee » Fri Mar 12, 2010 8:45 pm

Ditto for me. Upgraded to 10.6.4 from 10.6.2 and the board is not working. No response from the Playback/Command Panel in the hardware test. Encoder/Palette panel works fine. Any suggestions that don't involve calling Dallas for support? Sorry guys, but your response time completely sucks.... :(

Log file shows: [redacted]
2010-03-12 16:41:03.468 USB Error reading from USB Device: H 00FF09E0 E c0000011 HC status: The host controller has set the Transaction Error (XactErr) bit in the transfer descriptor's status field
2010-03-12 16:41:03.484 USB Panel:504 PKTS:1 Avg PKT Interval:0 High Watermark:1 Processing Interval:0
2010-03-12 16:41:03.484 USB Device: 504 Critical errors ffffffff
2010-03-12 16:41:03.968 USB Device Attach: VID 5647 PID 504 Handle 01001710
2010-03-12 16:41:03.968 USB Initializing Panel data for 504
2010-03-12 16:41:03.968 USB Starting Panel R/W threads 504
2010-03-12 16:41:03.968 USB Panel 504Boot Version 3.7.11
2010-03-12 16:41:03.968 USB Panel 504 App Version 3.7.25
2010-03-12 16:41:03.968 USB USB Device Added: Palette VL VID 5647 PID 504Handle 01001710
2010-03-12 16:42:05.359 USB Panel:504 PKTS:23 Avg PKT Interval:603 High Watermark:2 Processing Interval:25
2010-03-12 16:42:05.359 USB Device: 504 Critical errors 1

Victory2b
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Re: 10.6.4 Scrwed up my board

Post by Victory2b » Fri Mar 12, 2010 11:14 pm

I sent it to Epic productions in Burnaby (by Vancover BC) and they got it working for me. My issue was caused by a firmware failure that happened because a prompt came up asking to restart before the update finished and I clicked ok to restart. I am not sure how they did it but they found a way to reload the firmware. They also said Horison was re-releasing the patch so it would not cause this issue to anyone else. (That was last Wednesday the 10th). The guy that fixed it was Eric Lowerison 604 434-6400 he could probably tell you what he did to resolve it.

Hope it helps.

jsherbanee
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Re: 10.6.4 Scrwed up my board

Post by jsherbanee » Sat Mar 13, 2010 12:06 am

Thanks for the tip. I'm in Southern California with a show tomorrow afternoon, so I won't be able to send it out unfortunately, but I might call Eric tomorrow (assuming he's in on a Saturday!) for some pointers.

Emails and phone calls to Strand Tech Support in Dallas have gone unanswered thus far (however it is Friday afternoon). From the outgoing voicemails and email auto-responders, though, most are out of the country until the end of next week, so not sure what the turn around time for a fix will be... ?

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