Facility Control

Hello everyone,

I'm a new dashboard user and I'm trying to configure a system for the first time. Please excuse what I'm sure is a very basic question for this forum. I was able to connect to an open gear frame and an SRG4400 initially, but now anytime I attempt to open dashboard I get an error and the software seems to lock up. Could anyone take a look at the image linked below and let me know if this means anything to you or you have any solutions? Thanks!

For some reason my image didn't post the first time, let me try again...

error

#DashBoard

Just to follow up, I believe that I've isolated the problem to the SRG4400, which is the device located at the IP address shown in the error above. I uninstalled Dashboard, and re-installed. Everything came up working again, until I added the SRG4400, at which point I started getting the same error and could no longer load the software. Another uninstall and re-install fixed the problem again, but this time I didn't load the SRG into Dashboard and everything seems to be stable and working well. Maybe that will help someone solve my problem...Thanks!

#DashBoard

Hi Vincent,

Please feel free to call/email our tech support (http://www.rossvideo.com/contact-us/tech-support.html) - they are available 24/7 to help figure out issues like this.

The SRG4400 has been tested with DashBoard, so it should work fine. Can you confirm which version of DashBoard you are using (in the Help menu, select "About DashBoard"), and also what operating system you are running it on?

Is there any chance that your have duplicate IP address, eg. the same 192.168.1.12 being used for more than one device?

Cheers,

Ralph

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Hi Vincent.

It would appear from your screenshot that you are running OSX. Can you confirm that you're running DashBoard 6.2.5?

If you close all of the open tabs in DashBoard before you exit the application, does it still lockup when you start it the next time? The issue you're experiencing may be unrelated to the SRG4400 and have more to do with a few issues in they way OSX handles restoring the previously open tabs in DashBoard.

If you are running DashBoard 6.2.5 and the issue disappears if you close all currently open tabs, I may be able to provide you with a patch for the issue.

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Hello James, sorry for the delayed response. Until this morning the problem had not shown up again, but now it's back. This time I have a bit more info. For the past few days the SRG4400 has been behaving normally. What I saw this morning was the SRG losing its connection intermittently in dashboard. The little green/red LED indicators in the tree view would go red, then green, then red, then green, and I was seeing an error on screen (image below). I'm confident that this is not a IP conflict as I only have just a few devices networked locally within a rack, and I've set static IPs for all of them. Otherwise, the SRG is functioning normally. I haven't noticed any abnormal behavior with it outside of this problem with dashboard. It's kind of making me wonder if the NIC card is failing in it. In any case, I am running Dashboard 6.2.5, and the issue doesn't seem to be with tabs from what I can tell. Guess I'll give support a call later today. Thank you for your help! Vince

ERROR

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That red light isn't a NIC error...

Can you open the openGear Debug Information View and record copy any error messages that print to its text area for a few cycles of green/red?

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Hello James,

I apologize for the delay in getting back to you. I've attached a few screenshots for you to look at. Unfortunately, the whole green/red thing hasn't presented itself again, so I haven't been able to capture errors on that. However, I have been able to capture the screenshots below. There are two things shown here. First, you'll see a screenshot where SDI 1/Black and SDI 2/Black are not shown in Dashboard at all. The second shows an error with SDI1 and SDI2, and you can see some error messages on the right side of the screenshot. Let me know your thoughts and thank you! Vince

Screenshot 1

Screenshot 2

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