991101 - MTV Endor crestron app on ipad doesn't connect

Status: RESOLVED FIXED

(Infrastructure & Operations Graveyard :: Servicedesk, task)

Description

[Henry Langi [:hlangi]]

When launching the crestron app on the ipad, I get the following error message:

Warning
The Host and Port Values appear to be invalid.
Please check your Host and Port settings and try again.


Troubleshooting steps:
quit the the crestron app
rebooted the ipad
un/replugged the power to the crestron box

Current workaround is using the vidyo remote.

Comment 1

[Henry Langi [:hlangi]]

Also seeing the same issue with another room (MTV Endor) where the crestron app is failing to connect.

Adding Aaron.

Comment 2

[Aaron Obstfeld]

Endor: This processor has been an issue in the past - turns out it's wiped its programming for some reason.  I have already opened a case with Crestron (expecting this will likely need to be replaced).  I'll reload all programming and update this bug when complete and everything looks like it's back online.

Vega: This one looks like everything is up and running okay.  The only thing I can think of that would be causing the iPad issue would be if the iPad somehow jumped onto a different SSID (like Mozilla-Guest).  Please confirm that the iPad is on the right network.  The switcher, Vidyo codec and all other devices appear to be online and there are no related errors in the current log.

Comment 3

[Aaron Obstfeld]

Endor Update: This will need to be manually rebooted before I can update it remotely.  Please do so and let me know when complete.

Crestron says they'll replace this and the others that are occasional issues.  We'll need to gather serial numbers for Endor, Farscape, Hawkgirl and B-Wing - which have all exhibited this issue in the past.

Comment 4

[Henry Langi [:hlangi]]

Crestron has been rebooted.

Comment 5

[Patrick Dang [:pdang]]

Restarting crestron app resolved issue

Comment 6

[Aaron Obstfeld]

Even this bug is shown as resolved, Endor never got reloaded after its program wipe the other day; it should be back online now and can be tested.

I'm working on an RMA for the MC3 in Endor and a few other rooms.

Comment 7

[Henry Langi [:hlangi]]

Reopening, since Endor is still down.

I un/replugged the netgear box, rebooted the crestron box and vidyo box. Crestron App still fails to connect.

Also monitor doesn't detect the hdmi input from the vidyo box.

Comment 8

[Aaron Obstfeld]

This will be resolved shortly - hopefully for good.  I've got a stack of replacement units for the MC3 that I'll update firmware on and load with programming today for the following rooms:

- B-Wing
- Endor
- Farscape
- Hawkgirl
- Hawkman

Once loaded, I'll get assistance from Jared to replace them; he'll probably stop by SFO and pick up the unit that belongs to Jupiter as well and replace the temporary CP3N with the correct MC3.

I'll update the Google chart with the appropriate MAC addresses as well.

Comment 9

[Patrick Dang [:pdang]]

Spoke with Henry and this bug can be closed.