Production Switchers

I'm experiencing an issue where Dashboard takes several minutes to connect to Carbonite Ultra, then allows me to send commands to the switcher but gets no feedback.
Example 1 - On the Input Configuration page I can change the name of an input and hit 'enter'. The name updates in my mnemonics and multiviewers, but changes back to the old name in Dashboard.
Example 2 - In Media Manager, I can load media to the Carbonite and control it from the control surface, but the thumbnails and controls in Media Manager never change.

I've had this issue with two Carbonite Ultras in the past two weeks. One was running software version 5.0.x and seemed to start behaving correctly when updated to version 6.6.1. The second was already on 6.6.1 and only started behaving correctly after multiple reboots.

Both Carbonites are currently working properly now, and I haven't been able to force the problem to happen again, but I'm wondering if anyone has encountered something like this and if there are any known causes. I'm not looking forward to another call from a TD who can't use the Live Assist panel or update macros.

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Kyler Glaze
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Sorry to hear about that getting into this state.

Were you able to collect the logs before you rebooted the switchers?  Those may contain some valuable information that the Dev team is able to use to locate what was causing the issue.


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Les O'Reilly
Director - Switcher Product Management
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Original Message:
Sent: 04-20-2022 11:16
From: Kyler Glaze
Subject: Dashboard only communicates one-way with Carbonite Ultra

I'm experiencing an issue where Dashboard takes several minutes to connect to Carbonite Ultra, then allows me to send commands to the switcher but gets no feedback.
Example 1 - On the Input Configuration page I can change the name of an input and hit 'enter'. The name updates in my mnemonics and multiviewers, but changes back to the old name in Dashboard.
Example 2 - In Media Manager, I can load media to the Carbonite and control it from the control surface, but the thumbnails and controls in Media Manager never change.

I've had this issue with two Carbonite Ultras in the past two weeks. One was running software version 5.0.x and seemed to start behaving correctly when updated to version 6.6.1. The second was already on 6.6.1 and only started behaving correctly after multiple reboots.

Both Carbonites are currently working properly now, and I haven't been able to force the problem to happen again, but I'm wondering if anyone has encountered something like this and if there are any known causes. I'm not looking forward to another call from a TD who can't use the Live Assist panel or update macros.

------------------------------
Kyler Glaze
------------------------------

I didn't have a chance to grab the logs, but will try if this issue presents itself again.

------------------------------
Kyler Glaze
------------------------------

Original Message:
Sent: 04-20-2022 16:19
From: Les O'Reilly
Subject: Dashboard only communicates one-way with Carbonite Ultra

Sorry to hear about that getting into this state.

Were you able to collect the logs before you rebooted the switchers?  Those may contain some valuable information that the Dev team is able to use to locate what was causing the issue.


------------------------------
Les O'Reilly
Director - Switcher Product Management

Original Message:
Sent: 04-20-2022 11:16
From: Kyler Glaze
Subject: Dashboard only communicates one-way with Carbonite Ultra

I'm experiencing an issue where Dashboard takes several minutes to connect to Carbonite Ultra, then allows me to send commands to the switcher but gets no feedback.
Example 1 - On the Input Configuration page I can change the name of an input and hit 'enter'. The name updates in my mnemonics and multiviewers, but changes back to the old name in Dashboard.
Example 2 - In Media Manager, I can load media to the Carbonite and control it from the control surface, but the thumbnails and controls in Media Manager never change.

I've had this issue with two Carbonite Ultras in the past two weeks. One was running software version 5.0.x and seemed to start behaving correctly when updated to version 6.6.1. The second was already on 6.6.1 and only started behaving correctly after multiple reboots.

Both Carbonites are currently working properly now, and I haven't been able to force the problem to happen again, but I'm wondering if anyone has encountered something like this and if there are any known causes. I'm not looking forward to another call from a TD who can't use the Live Assist panel or update macros.

------------------------------
Kyler Glaze
------------------------------