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Intermittent Palette LV crashing.

Posted: Mon Nov 04, 2013 12:11 pm
by SeanJSP
Hey everybody and Bobby.


So I have had a intermittent crashing problem that seems to rear its the second a guest operator uses one of our consoles.

Its a Light Palette VL Operating on 10.8.4 ( I believe ) and has only happened maybe 10 times in the past 3 years. In normal show operation whether running cues or subs as small window pops up on the secondary screen stating that it has crashed and needs to reboot then the console freezes. The only way to get it to reboot is to remove the power and do restart. Usually after recovering it console doesn't recognize the enable dongle inside. So It needs to be shut down again remove the dongle and put it back in and restart. Functionality usually returns after that.

In the past we are usually able to recover without any major incident except for last night. Upon freezing the console told everything to go to full and it was stuck like that until it recovered after that my staff were to scared to us it and completed the show with just houselights. Now I have people upstairs breathing down my neck and they want answers.

Unfortunately usually the problem happens when I am not operating in the room and the president for the operator at the time is to get the thing going again so the Log file has only been caught once. The whole thing is a bit of a head scratcher. I'm unsure if it is a hardware thing or software we certainly are not running the console that hard. I'm wondering if it is something in the OS of the computer.

One of my techs swears up and down that the times it happens to him is when his Motorola 2way is sitting on the desk next to the console with someone talking on it. I not really a believer because my radio is occasionally near our Palette Live in the main room all the time with no problem.

Is this something that anyone has seen before or might have a bit of input ? Im going to start with a hard connection check and test of the surface, run show for a bit and see if I can get it to go. Then might move on to a software upgrade.

Thanks in Advance for any Ideas

Re: Intermittent Palette LV crashing.

Posted: Mon Nov 04, 2013 12:53 pm
by mat
Radio coms freeze lightpalette vl,
I reproduced it lots of times, the desk freeze and the leds are flickering.
In fact it freezes when the radio is near the computer (behind the sub masters in the top left of your desk).
It is due to the ethernet connectors.
It doesn't happen with palette series ( usb connectors).
It took me a couple of years to understand that.
No problems since I discovered it.

Hope that help

good luck

Re: Intermittent Palette LV crashing.

Posted: Mon Nov 04, 2013 1:57 pm
by SeanJSP
mat wrote: In fact it freezes when the radio is near the computer (behind the sub masters in the top left of your desk).
This is exactly what I have observed. I am so glad that somebody has seen this before.

This probably explains why it never does it to me. By practice I turn off my 2way anytime I am operating.

Re: Intermittent Palette LV crashing.

Posted: Mon Nov 04, 2013 4:56 pm
by BobbyHarrell
A couple of things Sean.

1. I do recommend upgrading to the current version of software so that we get any software issues out of the way. The current version is 10.8.6.

2. Radios. Radio interference can be an issue. When the consoles were released, they had printed circuit boards that did not have all necessary RF shielding to protect from Motorola radio interference. This has since been rectified with PCBs that have power and grounding planes that add shielding to greatly minimize the issue. When the radio's mic gets keyed, it emits a burst of RF and that interferes with the cables and connectors on the boards. The consoles can handle a certain about of it, but after a number of bursts of data, the console can no longer tolerate it and it crashes.

In addition to the PCBs having been updated, cables with shielding can also help protect from the RF bursts.

I recommend calling myself or tech support for further information.

Re: Intermittent Palette LV crashing.

Posted: Tue Nov 05, 2013 12:15 pm
by BobbyHarrell
Sean,

I received your logs and sent you an email in response but I got a bounce back on that email using the address that you put in the logs. Please email me a correct email address so that I can send you my response.

Re: Intermittent Palette LV crashing.

Posted: Tue Nov 05, 2013 7:48 pm
by SeanJSP
Thanks Bobby

Message sent to your bobbyharrelllighting address.


Just in case anybody else who comes across this thread in the future is curious. It was definitely RF interference causing the crash on the Palette VL. Our Palette live is unaffected though.

Re: Intermittent Palette LV crashing.

Posted: Wed Nov 06, 2013 8:28 am
by BobbyHarrell
Got it and responded.