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Random Freezing and Sluggishness

Posted: Thu Oct 06, 2011 12:23 pm
by srosslx1986
Right now I am working with a Palette VL 16 running 10.8.4 and the last couple of months I have been having operational issues. The light board is randomly freezing and acting very slow. I have been sending log files to Horizon Control but I have never received a response from them.(sent my first log file several weeks ago) The dealer that the board was purchased from is now starting to think about fixing the board or replacing it completely which is great because it is under warranty. Here are my questions.

1. Has anyone had similar issues with a Palette board. For example during a show or programming. Freezing, or acting very sluggish. having "tiles" not work?

2. What is the normal response time for Horizon Control to respond? I sent one at the beginning of September and never heard a response. Sent some afterwards and still no response. I am very frustrated with the lack of response.

3.Has anyone had to replace a whole board due to defects? I want to do this because it seems like the easy way to solve these problems once and for all.

Random Freezing and Sluggishness

Posted: Thu Oct 06, 2011 6:45 pm
by gooze
Usually the response time with horizon is within 48 hours. It's good practice to send an additional email to to ensure the report send by the report utility is received well
I have had similar issues. On my desk we are still searching what it could be. I am suspecting one of the tiles messing with the whole USB port. The dealer should be able to reset and re-image the tiles.

Re: Random Freezing and Sluggishness

Posted: Fri Oct 07, 2011 9:22 am
by BrianEvans

Re: Random Freezing and Sluggishness

Posted: Fri Oct 07, 2011 9:24 am
by BobbyHarrell
The reason there has been no response is because no log files have been received.

I want to make sure that you are following the correct procedures within the Feedback Logs (Shift S1) to get them to us. Whatever method you are using it's not working so I would recommend that you change your method.

I find that generating the logs on a console without an internet connection has me saving the logs to an external USB stick with a file called ClickToSend.exe. I take that to an internet accessible computer and launch the executable to send the data to the correct people.

Strand does the service and response to these and neither tech support nor product management have received your logs.

It's not the preferred method but you can grab the log files (after they are zipped) and just email them to us.

Let me know when you send them again and I'll let you know if they have been received.

Re: Random Freezing and Sluggishness

Posted: Fri Oct 07, 2011 12:05 pm
by srosslx1986
I have been using the Shift s1 method. I save the logs onto a usb stick. I then take the usb and put it in a computer that is connected to the internet. I go through the usb make sure the log files are in the zipped folder. I then click the clicktosend.exe. A prompt comes up saying that the information was in the process of being sent. After a minute or two it says the the info was sent to HCI. I have been making a habit of late to copy the log files that are in that zipped folder so I can send those to my local dealer. I do have one log file that I made a few weeks ago after a crash that left the mouse and qwerty keyboard the only functional way of input and that will be sent within the next 30 minutes. look for the or Thank you for responding and trying to help me out.

Re: Random Freezing and Sluggishness

Posted: Mon Oct 10, 2011 10:14 am
by BobbyHarrell

I did get your logs and have just sent you an email.

In looking at the logs, it confirms that there are problems with the tiles. What I cannot tell is if the problem is in the tile, the firmware or the USB hub on your console.

I recommend that you work with Taine to try the following solutions.

• Reinstall software (this should push any firmware to the tiles as necessary.)
• Unplug all tiles, then plug in one at a time while viewing the Help > Hardware Status to see if there are any stability issues. (Tiles that are NOT stable may appear unstable by going offline/online sporadically. They will appear and disappear from the hardware status list if this is the case.)
• Push firmware manually (if reinstalling software does not solve the issue). Taine should have instructions for this.
• Reinstall software without any tiles plugged in and then plug them in one at a time until working and stable, then move to the next tile.

Let us know how you get along.