1023355 - MTV Farscape Speaker/Mic issue

Status: RESOLVED FIXED

(Infrastructure & Operations Graveyard :: AVOps: Conference Rooms, task)

Description

[t Langi [:hlangi]]

Speaker/Mic or DuetPCS in room won't stay powered on.

By unplugging the usb cable and replugging it, the unit powers on but then turns off after a few seconds.

I swapped the unit for a working one from another room and was experiencing the same issue. The unit from this room worked fine in the next room.

I believe the issue is with the cable, I'll try to grab another mini usb cable later in the day to test.

Comment 1

[t Langi [:hlangi]]

I replaced the mini usb cable and we're getting the same issue.

Comment 2

[t Langi [:hlangi]]

Hey Aaron,

I believe you guys are on site today. Let me know if someone can check out the issue we're having with the duet in this room. Thanks.

Comment 3

[Aaron Obstfeld]

John is headed down there later today to work in the Commons - I'll see if he can take a look, but if the issue is with a Duet perhaps Darren should be first on the scene.  Those devices come with the HD-40 kit and issues with them are probably best troubleshot from the Vidyo perspective.

Beyond checking that it's properly plugged in, which I'm sure you've done, there's not much John would be able to do.

@Guillermo: is there an extra Duet (or Quattro) on site that can be used for testing?

Comment 4

[t Langi [:hlangi]]

So the original duet that wasn't working in this room, works in another room. And the one I grab from the next room doesn't work in Farscape.

I swapped the mini usb cable and it still didn't work, so wondering if it's an issue with the usb port on the hd40.

Darren - let me if you can take a look at this room today when you get a chance. Thanks.

Comment 5

[Guillermo Huerta [Disabled MoCo account]]

We have extra Quattros we can test with.

Comment 6

[Darren Calhoun]

Yesterday evening, I rebooted the HD-40 unit in Farscape which restored connectivity to the Phoenix Duet unit.  As an added precaution, I re-imaged the HD-40, observed it upgrade to v3.2.3(0088), and performed some additional tests to ensure the Duet was working correctly.  I'll monitor the status of the unit, and if there is a recurrence will take the next steps which may include replacing the HD-40.  The original USB cable was put back in place, and the spare was returned to Henry's desk.

Comment 7

[Darren Calhoun]

As you know, we've been monitoring the MTV2 systems for a recurrence of this particular issue.  In the event of a recurrence, In addition to the typical Vidyo Playbook, we've developed the following to assist in capturing additional details:

In an effort to isolate this issue, we're hoping to solicit your assistance.

As it is difficult to determine the root cause once the issue has been cleared, if you encounter a system in this state, please block out the room schedule and contact Guillermo and/or myself so that we can engage AVDG (A/V Integrator) and Vidyo Engineering to troubleshoot the issue real-time. 

Alternately, if for some reason the room cannot be blocked out, taking the following steps will provide us some additional data.  

1)  Log into the Vidyo unit's WebUI/Admin page.
2)  Elevate the log levels:  Go to Logs>>>Log Levels
3)  Paste the following string into the "Apply Temporarily" field:  +sent@AppVcsoapClient +debug@ClientPlugins
4)  Click Apply Temporarily (There is no confirmation, but the string will be applied)
5)  Attempt some commands from the Crestron Controller; Such as, Connect a call, or other Video Conference related functions.
6)  Take note of the room name, date and time of the occurrence.
7)  Go ahead and clear the issue by rebooting the Crestron and Vidyo unit.
8)  Notify Guillermo or myself so that we can capture the logs for review by Vidyo RND/Engineering.
9)  Guillermo may engage AVDG and Vidyo to further assist in the real-time troubleshooting process.

Please let us know if you have any questions.

Thank you,
Darren Calhoun
Customer Support Engineer

Comment 8

[Darren Calhoun]

Please ignore Comment #7 as it pertains to Bug 1021868.

Comment 9

[soap [:soap]]

Hey Henry - Is this good or can we close this bug? Thanks!

Comment 10

[t Langi [:hlangi]]

Closing this out.