Phoenix System Troubleshooting Guide
Contents
1. 3 Verify the wall is configured properly and the node outputs are mapped to a wall 10 Phoenix System Troubleshooting Guide 020 101186 01 Rev 1 09 2013 CHAISTIE Troubleshooting Wall Profile B Mapped Outputs 2 040104 040104 Unmapped Outputs 0 B A A Nodes 1 Walls List Add Wall Resolution 2048 x 1200 P Edit Wall Experiencing problems with your system Reboot Wall Test Patterns Refresh Rate 59 94 Hz Identify Nodes 4 Verify the DVI cabling adapters are properly configured and the signal strength is good 5 Reboot the wall Wall Profile B Mapped Outputs 2 040104 040104 Unmapped Outputs 0 B A Add Wall A Modes 1 Walls List Resolution 2048 x 1200 Refresh Rate 59 94 Hz Identify Nodes 6 Ifthe problem persists contact technical support Cannot access the Controller If you cannot connect to a controller in the Desktop Manager Controller Manager or Web Manager 1 Verify all devices in the system are plugged in on and operational 2 Your network may be down temporarily Verify you can access it 3 Verify your IP settings as well as other IP configurations on your network devices 4 If you are connected wirelessly using Wi Fi verify your wireless connection is connected to your LAN and not another network The wireless connection cannot be your preferred Internet connection 5 Verify your software is up to date Whe2. Desktop Client 24 Phoenix System Troubleshooting Guide 020 101186 01 Rev 1 09 2013 CHAISTIE Troubleshooting If you are connecting to a controller using a wireless connection or if you are connecting to a controller from outside the subnet that the Phoenix system is connected to you need to type the IP address of the controller in the Select Controller field it will not be displayed in the list Phoenix Desktop Client Select Controller Add a new node 1 Connect the node to the same LAN as the controller 2 Edit the Node to set the IP address of the new node to the same subnet as the controller The node reboots and obtains the latest software from the controller Problems with the entire network If no nodes on your network can connect you probably have problems with the server functioning as your primary domain controller or the Phoenix controller You should go to this server to begin the troubleshooting process When existing issues with the server are resolved proceed to the controller If the IP address of the controller does not populate in the lists in the desktop client or controller manager you may have a multicasting network issue If you don t see a node on the node list it is because the nodes did not connect to the network properly They may have subnet issues or issues within their network If you suspect that you have a problem with TCP IP use the PING command to ping your own IP address If the co
3. 16 Received a Sorry an error occurred while processing your request message 16 A Still Source IS not WOFKING iasssueuuaeuuc usuEdsix aic iai a a Rara RR Rat Can a RR RC CR RR RR RR ai RR Rr Re 17 A VNC Source IS hot WOFKING iaxseevexuusanvuuxsuasiuutut2cid ia Roa Sani a CR ERR ennen AR CR PRECOR 17 A Remote Desktop source is not working ereeeeee eee ee en nnn nn nnn nnn nnn 19 A RTSP source is not WOFKING eisceesusasuna aauakix uxa i2 ERG ROCCO RACRCROGAG R AANS nnen eine CA GRE CR 21 Video is Pixelated or Green 2 oonssuus usswnsanssuusesssanssu iux nMREEEsEssaR ERR anaa MREENER RUE REERRE RENS 21 Unable to interact with a sOUrce iiiissssscsasana sRRVERERRERREFRREERENVREUEEERNSRRERRERERRERREFAREESENME NE FERE 22 Unable to assign a controller uiika nas ERG RE R RERO RCACREA A RR ATACAR E CR ARR CR RR ARR RR A CR CR CR RC CR RR CR CR RR 22 Display wall appears torn or out of sync eeeeeeeee eere eee 24 IP address for the controller is not available in the Desktop Client 24 Add a new nodes sc saewsuvsa EyraREESEPEEHKRRP E A ERA FREKER RO FERE SEES RE MEC ONE PERM FERE RP MMKN FERT PERENNE OF ERE EE 25 Problems with the entire network ssssannnsnsansannnensannannnennsnnnannennsannannsensannnnnnensannnenns 25 Troubleshooting switching devices ee eere eee e
4. NODE NODE INFORMATION A Mode Miewed Ander OON X Booting Transcoding Mende Mode Mare PHOENIX 10 3 Node Profits Automatically Aopen 99 Aitina Nude Sertai Warner 40 108 v Pye Address lo30 Acta 7509 0003 2022 MAC Address 5340720261 4 y PVA Address 1022 150 Payment Location a tynaet Mess ne Dent Gateway D291 Prefered ie 10223 10 Vwsigs me locator thee notie Abtermate DNS A 3 TECHNICAL SUPPORT CONTACT INFO Power Options Cent C and cick te mrow tl you weet to poeet ono this node 3 If the problem persists call technical support Phoenix System Troubleshooting Guide 5 020 101186 01 Rev 1 09 2013 Troubleshooting oource does not display on a wall 1 Make sure the source is powered on and operating normally CHAISTIE From the Sources list in the Desktop Manager double click the source that is not being displayed 3 Verify the source is being played encoded on your computer Navigate to the Source page in the Web Manager 5 Click on the source and verify the source is configured properly a Check the associated input node and verify it is online and assigned to your controller Source Profile Resolution 1920 x 1080 Aspect Ratio 16 x 9 Capabilities Allowed Manned Thumbnail Refresh Interval Normal STYLE ATTRIBUTES Node Profito 040106 PHOENIX104 bataye Mard Wars gels Selten e a orm Decatur na Oosa CETO Kost t Onna Netrnes Utlizaton Decodi
5. Ratio 16 x 9 Manned Thumbnail Refresh Interval Less Frequently T IP Address 10 2 0 229 Port 5900 Display Index 1 2 Verify you are in Interaction Mode and engaged in a session with the source 3 Once engaged in Interaction Mode click on the mouse cursor icon located on the top right corner of the source on the actual wall This will allow you to interact with the source Phoenix System Troubleshooting Guide 020 101186 01 Rev 1 09 2013 CHRISTIE Troubleshooting 4 For Phoenix DVI Input sources verify an interaction cable USB to Mini USB is installed and configured properly on the node if the DVI is on input B make sure the cable is going from the source to the KVM B connector on the same node Refer to the Phoenix Reference Manual for additional information Tip As with all computers USB devices and drivers often fail Unplugging a USB from the device and plugging it back in often resolves the issue You can also try plugging the USB into a different port on the computer or workstation 5 Reboot the node associated with the source Refer to Rebooting a Node on page 5 All or part of the wall does not display 1 Verify all displays and nodes are plugged in on and operational 2 Clear any existing test patterns from the wall and then apply another one to see if your output is working correctly gt 4 E Quies ot h rag rt Last arte Satter r
6. Refresh Thumbnails The refresh interval for updating thumbnails is relative to the system load The thumbnails are updated for up to 25 sources at one time If you have more than 25 sources to refresh the thumbnails will be refreshed in batches of 25 Valid values are never less frequently every 75 seconds normal every 60 seconds or more frequently every 45 seconds For example if you have 50 sources with a refresh interval of normal the first 25 sources will be updated every 60 seconds and the remaining sources will be updated after the first 25 complete the update Internet Information Server IIS Setup for Web Manager Windows Features NET Framework 4 5 Advanced Services ASP NET 4 5 WCF Services HTTP Activation TCP Port Sharing Internet Information Services Word Wide Web Services Application Development Features NET Extensibility 4 5 ASP NET 4 5 ISAPI Extensions ISAPI Filters WebSocket Protocol Common HTTP Features Default Document HTTP Errors Static Content Internet Information Services Hostable Web Core Phoenix System Troubleshooting Guide 27 020 101186 01 Rev 1 09 2013 CHAISTIE Technical Notes IIS Configuration Application Pools gt DefaultAppPool Advanced Settings Process Model Identity should be an admin account for the box something like PHOENIX Requires username password Sites DefaultWebSite Authentication Anonymous Authentication Set to Application pool identit
7. interact with a source 1 Verify you are in interaction mode and have selected the interaction icon on the wall Green Mouse Icon From the Source List in the Web Manager select the source you wish to interact with Verify interaction mode is enabled _ SONY DVD 3 SOURCE INFORMATION i Name SONY Dvd 3 Tithe SONY Dvd 3 Source List Add Source Resolutiorc 720 x 492 Aspect Ratio 3 x 2 Capabelitses Allowed If the source is a HID capable device that is configured as a Phoenix DVI Input source e g a workstation connected via DVI verify the USB to Mini USB cable is connected to the corresponding input e g if workstation 1 is connected through a DVI connector on Node 2 on input B make sure the USB is also connected from the USB port from the source to Node 2 input B KVM Refer to the Phoenix Reference Manual for additional details If hardware is connected properly restart the source After the source is back online attempt to interact with the source If you still cannot interact with the source reboot the node the source is connected to Refer to Rebooting a Node on page 5 Unable to assign a controller 22 um Make sure the controller is on and connected to the network You can use the ping command to verify this Tea ae ee S Pinging 1H 2 5H 1 with 32 bytes of data Reply from 2 58 1 bytes 32 timetims TTL 128 Reply from 2 58 1 bytes 32 timetims TTL 128 Reply from 2 58 1 bytes 32 timet
8. Phoenix System Troubleshooting Guide 020 101186 01 CET Phoenix System Troubleshooting Guide 020 101186 01 NOTICES COPYRIGHT AND TRADEMARKS 2013 Christie Digital Systems USA Inc All rights reserved All brand names and product names are trademarks registered trademarks or trade names of their respective holders REGULATORY The product has been tested and found to comply with the limits for a Class A digital device pursuant to Part 15 of the FCC Rules These limits are designed to provide reasonable protection against harmful interference when the product is operated in a commercial environment The product generates uses and can radiate radio frequency energy and if not installed and used in accordance with the instruction manual may cause harmful interference to radio communications Operation of the product in a residential area is likely to cause harmful interference in which case the user will be required to correct the interference at the user s own expense CAN ICES 3 A NMB 3 A AAE AERA LE dap up mE 7719191 Boy HE ARAE opi amp FAA ubera AA 919 ASA ABSHE A Eos uu GENERAL Every effort has been made to ensure accuracy however in some cases changes in the products or availability could occur which may not be reflected in this document Christie reserves the right to make changes to specifications at any time without notice Performance specifications are typical but may vary depending on conditi
9. able or the sources may not display on the wall simulator Change your network adapter for the Desktop Client by disabling the automatic configuration of the routing metric 1 From the Control Panel click View network connections 12 Phoenix System Troubleshooting Guide 020 101186 01 Rev 1 09 2013 CHAISTIE Troubleshooting ce o T BP Cono Pane Network and Sharing Center y ik tests T dece i Devices and Printers a Vew Seve aii pner Desa htanage System View System sesauice usage in Toss Menage Omice Manager Action Center Vseswes peur cotrusiter s datus and renster noces Device Manager b Leste deret dirum e Vimisen Hale and Sagpor fer vem neterct 2 Double click on the active network adapter e a Conti Patel Network and nriemet Network Coneectem vG aar latentes Connertrorts Orgenae Ethernet Ethernet Vista VPN tata bert vytacnntrut kee af a connected eet E75TRM Guibt Meteo 2 Heer V Vitus Erhemet Adapter d WAN Mrapat EE vak Ha cennet ted f Breadz oem MOF 11m Peewee jutap Phoenix System Troubleshooting Guide 13 020 101186 01 Rev 1 09 2013 CHAISTIE Troubleshooting uw cC 7 SE u All Corerct Panel ems Netwost aed Daning Center y Coetrol Panel Home View your basic network formation and set up connections View pour active networks Change adapter settings Change advanced Sharng vista onte oL loc al ccome type Interne sang Duman netw
10. abled Verify the settings for the source page in the Web Manager The settings should have the correct information from step 3 Phoenix Web Manager tat PON AX o Network info Adhie lt 4 Mert video de fame Samarra Title Por walla Use lanmou Authentu atin ver Marne Password Default Treatment Thaemtoad Retrett interval 4 Foros Uaitast ofisabte multicast a cL Lu WEN wv cc we vv J Awd Allowed Verify the Video File Name from the manufacturer matches the file name in the source profile The file name can usually be found in the product s documentation Often an administrator is required to configure the product The file name provides a path to the RTSP stream Reboot the source Reboot the node associated with the source Refer to Rebooting a Node page 5 Video is Pixelated or Green This is usually caused by a faulty connection Possible causes include The cable run could be too long The DVI adapters may be faulty There may be noise from high voltage devices or power inductions from faulty grounds The EDID configuration may be incorrect 1 Check all connections between the node and the source and the controller 2 Verify the video display resolution is set correctly 3 Verify the resolution of the source 4 Verify your EDID configuration 5 Restart the source Phoenix System Troubleshooting Guide D 2 020 101186 01 Rev 1 09 2013 CHRISTIE Troubleshooting Unable to
11. ct Phoenix Web Manager SOURCE INFORMATION Name Source 10 C Title Sory BDLO Phoersx Dv put Resobutior 1920 x 1080 Phoenix Node PHOENIXIOS Aspect Ratio 16 x 3 Encoding input Encoder Mac Address ES 40 F2 D2 5C A3 ria Refresh interv ral 4 Verify the audio cabling adapters are configured properly for audio input and output Refer to the Phoenix Reference Manual for more information Tip If audio can be heard from other sources on the wall there is a problem between your source and the node If audio cannot be heard from any source there is a problem between the node and the speakers amplifier 5 Verify the settings and the volume controls on all audio devices are set correctly 8 Phoenix System Troubleshooting Guide 020 101186 01 Rev 1 09 2013 CHRISTIE Troubleshooting Tip A source such as a desktop computer may have its own volume control that is simply turned down too low Check if the computer source has a set of speakers that may have a volume knob On larger systems check any attached amplifiers 6 Reboot the node associated with the source Refer to Rebooting a Node on page 5 Cannot interact with a source on a wall Interaction is supported on Phoenix DVI Input Remote Desktop and VNC sources 1 Verify Interaction is allowed for the source WORKSTATION 1 SOURCE INFORMATION Name Workstation 1 Title Workstation 1 Resolution 1920 x 1080 Aspect
12. e eee ee enne nennen 25 Technical NOE6S icu suusixusvEE EHE T Er VsEEEENuU EFE FusFERVEREERE Ns rEEEEEN RU SFEFREE RENNES EE ER I EEEE REND CF E EN EKE inden 27 Refresh Th mbnalls oasen tenen nnen VERRE xRE ERSEEEEERRRREFREFERFERK FEAR AFER FERRE KENFRRC E REFAFFERNE KE KRwE CER 27 Internet Information Server IIS Setup for Web Manager eene nennen nnn nnn nnn 27 INGO Y 29 Phoenix System Troubleshooting Guide d 020 101186 01 Rev 1 09 2013 CHRISTIE This page has been left intentionally blank Phoenix System Troubleshooting Guide 020 101186 01 Rev 1 09 2013 CHRISTIE About this Document This manual provides general troubleshooting instructions for the Phoenix system The instructions assume the user is adequately familiar with the software and hardware interfaces for this product and with networking The procedures in this document assume a certain level of knowledge of electronics and safety guidelines Document Conventions The following format conventions are used in this document to identify special information Caution statements identify conditions or practices that could result in personal injury Notice statements identify conditions or practices that could result in damage to equipment or loss of data The graphical illustrations in this document are for example purposes only and the hardware illustrated
13. e last system save i Restart System Received a Sorry an error occurred while processing your request message 16 Phoenix System Troubleshooting Guide 020 101186 01 Rev 1 09 2013 CHRISTIE Troubleshooting If you received this message in the Web Manager when attempting to view a node profile possible Causes are When displayed on the Metrics tab Utilization tab Decoding tab Encoding or Notes tab To recover from this condition Probable Cause The background diagnostics results where unavailable for the node One of the following e The node could not be found on the network e The utilization for the node was unavailable One of the following e The node could not be found on the network e The output configuration for the node was unavailable e The decoding information for the node was unavailable The node could not be found on the network 1 Check the network connector on the node 2 Verify the node is available on the network e g use a ping command 3 Check the configuration for the node A Still Source is not working It is possible the image was corrupted Edit the source profile and upload the image file A VNC Source is not working 1 Verify the source is on and operational 2 Verify the VNC server is running on the source You can check this by logging onto the source machine and using the task manager to verify the TightVNC Server is running on the machine Phoenix Sys
14. ims TTL 128 Reply from 2 58 1 bytes 32 time lms TTL 128 Ping statistics for 1H 2 5H 1 Packets Sent 4 Received 4 Lost B ihz loss Approximate round trip times in milli seconds Minimum Ams Maximum ims Average Ams Ub Phoenix System Troubleshooting Guide 020 101186 01 Rev 1 09 2013 CHAISTIE Troubleshooting 2 Verify the controller is on the correct network ID and subnet e g your laptop and environment are on 192 168 xxx xxx with a subnet mask of 255 255 0 0 The nodes and network should be configured properly preferably on the same network ID Edit Node NODE INFORMATION A Mode Allowed Roles Decoding A Encoding T Nede Name Controlar __Automnatcalty Acquire tP Address 4a ESIR 455 653 J Pvt Address 102501 Subnet Mask 255 25500 Default Gateway 10201 Preferred DNS 0001 3 Verify the software is up to date 4 Make sure the node is not already a controller You can verify this by opening the Controller Manager then select Un assign a Controller If you see the controller in the list it is already a controller Phoenix Controller Manager Setup Wizard Use this wizard to create or update the Controller configuration settings for your Phoenix system pee Select a Controler from the bet ol on atugeed node Controller assign a Controler hom the iat of current Comvroters Update Controller Change the addens and name of your Controle Phoenix System Tro
15. may differ from your hardware Variable text that is entered by a user is italicized in this document for example in the text Phoenix 6 digit serial number the 6 digit serial number would be replaced by the actual serial number Audience The primary audience for this document is the person who troubleshoots the Phoenix system Related Documents The following documents may be useful references e Phoenix System Reference Guide document number MAN 10115 e Phoenix System Quick Start Guide document number MAN 10116 e Phoenix System External Control Protocol Reference Manual document number MAN 10117 Phoenix System Troubleshooting Guide 1 020 101186 01 Rev 1 09 2013 CHRISTIE About this Document This page has been left intentionally blank 2 Phoenix System Troubleshooting Guide 020 101186 01 Rev 1 09 2013 CHRISTIE System Overview The Phoenix system is a content management system that enables users to securely access and control audio visual data from anywhere at any time via standard IP networking technology The Phoenix system is based on a single hardware appliance the Phoenix Node and a robust multi tiered software environment The Phoenix managed content is distributed throughout an organization via standard IP networking technology providing comprehensive tools to view listen and interact with any source or information The Phoenix system consists of one or more Phoenix hardware nodes as well as softwa
16. mmand succeeds then TCP IP is functional However this only means that the protocol is functional it doesn t necessarily mean that TCP IP can communicate with the rest of the world If the PING command is successful for the malfunctioning computer use the PING command to ping another computer on the same network segment as the malfunctioning computer Doing so will test your network card If the command fails the network card is malfunctioning If the command is successful use the command to ping the same computer using the computer name rather than its IP address If the command fails you probably have a problem with your WINS or DNS configuration or possibly with your LMHOSTS file if you use one Troubleshooting switching devices Switching device failures usually affect groups of network devices although it is possible for only one device to be affected For example a single port on a hub can go bad If you ve tried unsuccessfully to troubleshoot a cable problem and that cable is plugged into a hub on one end try plugging it into a different port or into a different hub Phoenix System Troubleshooting Guide 25 020 101186 01 Rev 1 09 2013 CHRISTIE Troubleshooting This page has been left intentionally blank 26 Phoenix System Troubleshooting Guide 020 101186 01 Rev 1 09 2013 CHRISTIE Technical Notes This section contains useful information that describes some of the technical details for the Phoenix system
17. n you update your controller software via the Update System option on the Global Settings page you should be prompted to download the most current software when you attempt to use the Desktop Client software Phoenix System Troubleshooting Guide 11 020 101186 01 Rev 1 09 2013 CHRISTIE Troubleshooting gt ELS Phoenix Desktop Client Recent Walls Select Recent Wall 6 If the versions do not match download the Desktop Client software from the sign in page in the Web Manager 7 From the Global Settings page restart the system Global Settings SYSTEM SETTINGS Update System Browse your computer to find pfw file to update the software and firmware for your Phoenix system take wrveral minutes to cormqiete while your gysbem i offline The process includes an tial reboot of the controller and continues wits reboot s of dependent nodes 1 BEWARE This process requires smd ite restarts of the xysberm seed may Refresh your system if you have encountered any unexpected problems A system restart will reboot the display wall and all associated nodes and apply the last system save d Restart System 8 Ifthe problem persists contact technical support No controllers are available for the Desktop Client If the computer you are using to run the Desktop Client has multiple network adapters and is connected to an adapter that is not connected to the correct network the controller may not be avail
18. ng Ea Motes NODE ENCODING MAP A Phoenix Dv Input Phoenix Node PHOENIO103 6 Check the DVI connections and adapters from the source to the input connectors of the node 7 Reset the Decoder Network Stream in the Desktop Manager Phoenix System Troubleshooting Guide 020 101186 01 Rev 1 09 2013 CHRISTIE Sources Sourc Source Sourd Refre a z A sourd amp View in Web Manager an Add to Favorites SOUNE SO oon oor 1 Source 11 Source 13 Source 14 Workstation 1 Ranorex still e Troubleshooting 8 Reboot the node associated with the source Refer to Rebooting a Node page 5 Cannot hear audio from a source Audio is supported on RTSP Stream and Phoenix DVI Input sources 1 Verify the source is selected as the audio source for the wall E ator Window Source Test Pattern i 4 Enable E m umm Kartika bd hd Configuration 36 B Zu A W Management Titling Test Wall 4 Window 3 Window 2 Workstation 1 1 2 Open the audio for the source and verify you can hear it Phoenix System Troubleshooting Guide 020 101186 01 Rev 1 09 2013 dth 20 96 Default Source Size CHRISTIE Troubleshooting Source 5 Source 6 Source 7 Source 8 Source 9 Source 10 Sou Sou zm Refresh Thumbnail D Wc g View in Web Manager Ran db Add to Favorites 3 Verify the source is configured for audio and the settings are corre
19. ng on this source CEN LEE 5 After everything has been verified reboot the Phoenix system Phoenix System Troubleshooting Guide 020 101186 01 Rev 1 09 2013 CHAISTIE Troubleshooting A Remote Desktop source Is not working 1 Verify the source is powered on and operating normally 2 Verify there is no other user currently logged into the remote machine Remote computer only allows one user at a time to connect 3 Verify Remote Desktop is enabled on the source machine from the control panel click System and then click on Remote Settings tT M An Control Panel kermt System Central Panel Horne View basic information about your computer Windows edeon Viindowes b Enterprae sytem protechon euet Corporation 48 noar eu WI nd OWS 8 My inanes stem mtungi Sy denm Rate mH AnI Leperence In Se Prec essor waak Cow TI 0 372920M CPU La0GH 2 18 Gre installed memory RAM 590 68 C F7 GB usable System type 4 bt Operating System 64 based procesoor Ber and Touch Neo Pen or Touch Input n evedable for thn Cg Computer name doman and workgroup setting Compute name Supper laptop Grange tny ull computer name Support laptop aztacontro ioc Amon Center Compute descgpton Windows Update Dornan Perf ormancg information and Took Windows ate ation Windouwt 6 activated ue deta on Vind Ath amen Phoenix System Troubleshooting Guide 19 020 101186 01 Rev 1 09 2013 CHAISTIE Troublesho
20. olimveng ONS server ackiresses variante setings WOON exit 6 Clear the Automatic metric check box add a priority in the Interface metric field 1 is the first and highest priority and then click OK Phoenix System Troubleshooting Guide 15 020 101186 01 Rev 1 09 2013 CHAISTIE Troubleshooting No sources are displayed on the wall simulator Verify there are sources on the physical display wall 2 From the Nodes list in the Web Manager select the controller that is controlling your system If you receive an error the controller is unavailable 3 Reboot the controller Refer to Rebooting a Node on page 5 4 Verify the controller is operating normally by viewing the node profile Verify there are no communication errors or critical alerts temperature memory load etc 5 If all appears to be normal with the controller from the Global Settings page restart the system pa Browse your computer to find a pfw file to update the software and firmware for your Phoenix syster 1 BEWARE This process requires smd ipte restarts of the xysterm and may take several minutes to comgilete while your oyster is offline The process includes an initial reboot of the controller and continues wit reboot si of he dependent nodes PE Er TE OTT vn rns Restart System Refresh your system if you have encountered any unexpected problems A system restart will reboot the display wall and all associated nodes and apply th
21. ons beyond Christie s control such as maintenance of the product in proper working conditions Performance specifications are based on information available at the time of printing Christie makes no warranty of any kind with regard to this material including but not limited to implied warranties of fitness for a particular purpose Christie will not be liable for errors contained herein or for incidental or consequential damages in connection with the performance or use of this material X The product is designed and manufactured with high quality materials and components that can be recycled and reused This symbol means that electrical and electronic equipment at their end of life should be disposed of separately from regular waste Please dispose of the product appropriately and according to local regulations In the European Union there are separate collection systems for used electrical and electronic products Please help us to conserve the environment we live in Canadian manufacturing facility is ISO 9001 and 14001 certified GENERAL WARRANTY STATEMENTS For complete information about Christie s limited warranty please contact your Christie dealer In addition to the other limitations that may be specified in Christie s limited warranty the warranty does not cover a Problems or damage occurring during shipment in either direction b Problems or damage caused by combination of a Product with non Christie equipment such as distribution sy
22. ork Conmecto Cy heme Change your natworting settings E set up a nee connecten me netun Set up beosdband dial up or VPN connection or set op s router or access pont Trmubiesoot pritiem S4 Chagnese and reper netwerk proislerm or get troutieshoceng infarmation 3 Click Properties 4 Click the appropriate TCP IP version and then click Properties Tip Select by clicking the text not the check box to the left of the text If you clear the checkmark you will disable TCP IP on your computer 14 Phoenix System Troubleshooting Guide 020 101186 01 Rev 1 09 2013 CHAISTIE Troubleshooting Connect using Intel R 82579LM Gigabit Network Connection This connection uses the following items d Hyper V Extensible Virtual Switch O amp Microsoft Network Adapter Multiplexor Protocol ai Microsoft LLDP Protocol Driver wi Link Layer Topology Discovery Mapper 1 0 Driver vi i rn Barbee di Uninstall Transmission Control Protocol Intemet Protocol The default wide area network protocol that provides communication across diverse interconnected networks 5 Click Advanced Gener Aternete Configuration fou can get IP settings assgned a tometcaly f your network supports fhis capability Otherwise you need to ask your network administrator for the appropriate IP settings Obtain an IP address sutomatcaly Use the followng IP address j e Obtain DNS server address automaticaly Use the f
23. oting System Protection Remote Assistance Allow Remote Assistance connections to this computer What happens when enable Remote Assistance Remote Desktop Choose an option and then specify who can connect O Dont allow remote connections to this computer Allow one only computers running Remote Desktop with Network Level Authentication recommended 4 Verify all information user name password address and port is correct on the Source page and verify interaction is allowed Edit Source 22227 Pret IA 4 Mow neracian 5 Check your Windows firewall settings to make sure it is not blocking the Remote Desktop Protocol If it is you can manually add an exception to the firewall exceptions list 6 Attempt to connect to the source using Remote Desktop software from your computer 7 If all steps have been verified reboot the node associated with the source Refer to Rebooting a Node page 5 20 Phoenix System Troubleshooting Guide 020 101186 01 Rev 1 09 2013 CHRISTIE Troubleshooting A RTSP source is not working Verify the source is on and operating normally Attempt to login to the source by typing the IP address of the source in your browser s address field Verify the settings for the source This will differ for each manufacturer You should verify the main settings including the IP addresses username and password and verify any multicast settings on the camera are en
24. ported on Phoenix DVI sources and RTSP sources e Wall audio is available through all of the audio enabled decoding sources on the wall but you can only listen to one audio source The audio source for the wall can be changed at any time Phoenix System Troubleshooting Guide 3 020 101186 01 Rev 1 09 2013 CHRISTIE System Overview This page has been left intentionally blank 4 Phoenix System Troubleshooting Guide 020 101186 01 Rev 1 09 2013 CHRISTIE Troubleshooting This section contains details for troubleshooting the Phoenix system General Troubleshooting Verify the LED on each node is solid blue In the Web Manager check if there are any alerts and resolve the related issues Troubleshooting Scenarios The scenarios in this section provide step by step procedures for resolving specific issues These procedures assume you are familiar with using the Web Manager and the Desktop Client software You should perform the recovery steps one at a time and then check to see if the issue is resolved If it is resolved stop If it is not continue with the next step Rebooting a Node Since this step may be necessary for different troubleshooting scenarios the steps for doing this are provided here and referenced in other scenarios 1 From the Edit Node page in the Web Manager select the node 2 Inthe Power Options pane select Restart and click the arrow icon The node restarts ttit Node EDIT
25. rance gr RO 14121 GS Germany ha 92151664540 Eze Europe gr 20 1474800 NAHE ast Ha24971042997 575 Spain pba cz3171689990 Singapore 35136 amp 66877 8737 Beijing pdr 25 1088610240 Shanghai hn 486271E7 708 For the most current technical documentation please visit www christiedigital com Japan 3381 3 3599 7481 Senit Korea Ha2 2Z0P1601 CHRISTIE
26. re connected through your Ethernet network The Phoenix System encodes and decodes sources It accepts an input source such as from a Blu Ray player or a remote computer and encodes it into the H 264 industry standard for media It then transmits the signal over the network via multicasting to its destination and then decodes it back to a raw video signal over DVI Quick Facts These facts should help you understand some of the capabilities of the Phoenix system e A node can perform more than one role it can be a controller decoder and encoder e One node is assigned as the controller for a Phoenix system e A controller manages up to 64 nodes e A wall supports up to 128 outputs A wall can display 12 sources per node e Sources are shared between all nodes e Each node has two DVI inputs and two outputs e One node can decode to two displays e The Phoenix system has three user interfaces Controller Manager Web Manager and Desktop Client e Only users that are assigned with the administrator role can access the Web Manager e A Phoenix system can be configured to encode DVI sources RTSP sources Remote Desktop sources VNC sources and Still images e The maximum resolution supported for sources that are encoded by a Phoenix node is 1080p 30Hz e The maximum output resolution supported is 2560x1600 60Hz e DVI sources are connected to the Phoenix node via DVI cables all other source types are connected via a network e Audio is sup
27. rnnnskendennnenninnsinnudenndee FRA MAY E aa ERR VRRFEEMEVNE KEV ERE DERNIER 1 System OVervIeW isssskskkaxRERERRKEREEFAREFAREFERKRAEEYURIREREERKRREEVARERRERERKRRREFRRE ERE RR EE ERCERERERKRRRERIORE ERES 3 QUICK Facts isa sasiassasEaRuuuuu ai RREVERERAREERERRANREARERRNEVRERERRERRRSREKF RE RREREREERRVRKR RENE FERE denken sekandend eines 3 TFOUDICSNOOUNG amnesie OU RR NAR RR CR ER RR R O RR RR en RR ERR 5 General Troubleshootlhg was issus uu us suia R CR Sa a RR Ra AREYRRNER ETEXXKE C sad EANAN 5 Troubleshooting ScenarlOS xssxusicicicon oO TO 5 Rebooting a NOdOe icisasxasisa ami dci aca don a iR GR Y COR RC AN RR CR ERE CER RR ERR CR mannheim nnen 5 Source does not display on a wall nnnsssnsnnnnnnnnnsnnsnnnnnnnnnnnsnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnns 6 Cannot hear audio from a SOUFCG iciscssxasuessssRHERRSEPRERREN RR RERRNRRREERRFERENSESCREFRRENFERERERREFEE hansen 7 Cannot interact with a source on a wall 2 sceeeeeeea nennen enn u nnne uhn nuu 9 All or part of the wall does not display eeeeeee 10 Cannot access the Controller iiiscasssus suas su xsssunFEsrENREEENE TRE EEEEEEFEEENEEEER FRE ERERERENU UAE EE FERE EE 11 No controllers are available for the Desktop Client 12 No sources are displayed on the wall simulator eee r rennen nennen nnn nnn
28. stems cameras video tape recorders etc or use of a Product with any non Christie interface device c Problems or damage caused by misuse improper power source accident fire flood lightening earthquake or other natural disaster d Problems or damage caused by improper installation alignment or by equipment modification if by other than Christie service personnel or a Christie authorized repair service provider e Problems or damage caused by use of a Product on a motion platform or other movable device where such Product has not been designed modified or approved by Christie for such use f Problems or damage caused by use of a system in the presence of an oil based fog machine g Failure due to normal wear and tear PREVENTATIVE MAINTENANCE Preventative maintenance is an important part of the continued and proper operation of your product Please see the Maintenance section for specific maintenance items as they relate to your product Failure to perform maintenance as required and in accordance with the maintenance schedule specified by Christie will void the warranty CHAISTIE Table of Contents About this DOCUM NE azsnrsrneermennereninrnernkinuwd ai FERE RE PREN eiken denken nin arikel 1 Document ConventlOHSs umnssaursinsserssanssnenstennnnndensnnsnekndnenssensddnmstnnsnnddensnnnnabntsnnssinndinnnknnsnndden 1 PY Iro 1 Related Documents arstarsenssanendendsen
29. tem Troubleshooting Guide 17 020 101186 01 Rev 1 09 2013 CHAISTIE Troubleshooting 18 a File Options View Processes Performance App history Startup Users Details Services 41 Name Status Memory ug WI rovioer most VF Wu n WMI Provider Host 32 bit PodSernce Module 64 bit d Microsoft Windows Search Inde Ls Service Host Network Service gt Epson Scanner Service 64bit 5 Antimalware Service Executable OB TeamViewer 8 32 bit Service Host Windows Image A 3 Intel PROSet Monitoring Servi E Device Association Framework E3 Epson Customer Participation Bonjour Service Bluetooth Radio Management S Fewer details End task 3 Attempt to login to the VNC machine from your computer 4 In the Web Manager verify all information IP address password or port number is correct on the source page and verify interaction is allowed Display Index Refresh Thumbnail Network Info Source Name Address Workstation 1 102 0 229 Source Title for walls Port Workstation 1 VHC 5000 lt Default Treatment No Treatment v Allow Interaction Manned operator attended Thumbnail Refresh Interval Normal v Override Default Bitrate Kbps Titling Overrides By selecting the Titling Overrides checkbox below you will be able to override the source titling in every wall instance Cj Yes want to override the default titli
30. ubleshooting Guide 23 020 101186 01 Rev 1 09 2013 CHRISTIE Troubleshooting Phoenix Controller Manager To un assign a Controller select a node from the Controller list below and click Next If you need help use the Blink Node toggle to identify your hardware Controllers Node ID PHOEI X181 VAENGINEERNGSS PE Wet JOD ertraller 5 Restart the controller Display wall appears torn or out of sync 1 Verify the nodes are synched together using the sync cable in the right configuration Refer to the Phoenix System Reference Manual for details Tip VESA format is recommended when frame synchronization is enabled 2 Onthe Edit Wall page in the Web Manager verify the Enable Frame Synchronization is enabled EDIT WALL TOP WALL Build Your Configuration Step 1 of 2 But a new wall for your Phoenix system The information you eater below should configure a wall preview which matches your output array Once you have f bull successAul wall previene contina on So map your Phosnis nodes 10 your Outputs on rhe est page iX Delete Walt Basic Information Wall Marmer Wall manager s name Top Wal Output Array Output Format 2 Wide x 1 Heet Format Factory VESA Output Spacing 100p ETD 940 ts Berei Compensataon Blend Screens None Rotation Horntnontal Vertical x Pixels IP address for the controller is not available in the
31. y Authentication Forms Authentication Set to Enabled Permissions C Applications Phoenix Version x x x WebClient Right Click gt Properties gt Security Tab Add IIS IUSRS IIS AppPool DefaultAppPool 28 Phoenix System Troubleshooting Guide 020 101186 01 Rev 1 09 2013 CHRISTIE Index audio 7 controller assignment 22 Desktop Client 12 IP address 24 no access 11 display wall out of sync 24 torn 24 document conventions 1 error processing request 16 IIS 27 interaction 9 22 network 25 network adapter 12 no access to UI 11 node add 25 reboot 5 reboot node 5 references 1 Remote Desktop source 19 routing metric 12 RTSP source 21 source still 17 source Phoenix System Troubleshooting Guide 020 101186 01 Rev 1 09 2013 interaction 9 no audio 7 not displayed on wall 6 source VNC 17 source Remote Desktop 19 source RTSP 21 source interaction 22 sources wall simulator 16 still source 17 switches 25 thumbnails refresh 27 troubleshooting 5 UI 11 video 21 green 21 pixelated 21 VNC source 17 wall not displayed 10 source not displayed 6 wall simulator sources 16 29 CHRISTIE Index This page has been left intentionally blank 30 Phoenix System Troubleshooting Guide 020 101186 01 Rev 1 09 2013 e Ccspelscoffices LIA Cypress pa 72358510 Czrach MHicbeex 53519 744 8005 Vidiiclicko ffices Uis Kingdom a 118778000 F
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