Daktronics

Diagnostic Alert: Communication Failure Controller or Player

Potential Symptoms

  • Display may be blank.
  • Webcam may not load.
  • Venus Control Suite Dashboard may show DMP and/or VIP offline.
  • Unable to update content on the display.
  • One or both of the VIP and DMP run lights are not flashing.
0EM6T0000035CME.jpeg

Environment

  • Product: GS6, GC6, GT6, GT6x, DB-4200, DB-5000, DB-5100, DB-6000, DB-6400, DB-6500, BLD-0100, DBX-0100, DVX, DVN
  • Component: Video Image Processor (VIP) or Digital Media Player (DMP)
  • Control System: Venus Control Suite, System Health

Cause

  • Loss of internet connectivity to or from site.
  • Loss of power.
  • Display Player (DMP) failure.
  • Display Controller (VIP) failure.

Resolution

Remote troubleshooting

  1. If possible, verify connectivity to other on-site devices (e.g. computers, iBoots, webcams, etc.).
  2. If all connections fail, check the diagnostics event history for the presence of events that could indicate a loss of power has occurred.
  3. If other devices are connected, verify that the controller is operating properly and has the correct network settings for communication with the Diagnostics Server.
  4. If you know the IP of the display, attempt to ping the display using command prompt from a computer in the same IP range and subnet mask as that of the display (Note: Computer IP cannot be the same as the display IP).

Onsite troubleshooting

  1. Ensure network connection is intact.
  2. Access the display player/controller to review if it is powered on.
  3. Attempt connection from laptop onsite plugged directly into player/controller.
  4. Reboot player or controller as needed.
  5. Reboot communication devices (modem, router, Ethernet Bridge Radios, fiber communication boxes, etc) as needed.
  6. Reset devices as needed.  Follow How do I use the reset buttons on a DMP enclosure to recover the controller?
  7. Replace devices as needed.



Related Resources

For Temporary Operation

NOTE: Communication failures should never be snoozed unless the alert is due to a Tech On Site performing work.  Otherwise, we will either need to resolve the issue or create a case to properly communicate that we currently do not have ability to monitor the display.

KB ID: DD2461075

DISCLAIMER: Use of this content may void the equipment warranty, please read the disclaimer prior to performing any service of the equipment.

DAKTRONICS DOES NOT PROMISE THAT THE CONTENT PROVIDED HEREIN IS ERROR-FREE OR THAT ANY DEFECTS WILL BE CORRECTED, OR THAT YOUR USE OF THE CONTENT WILL PROVIDE SPECIFIC RESULTS. THE CONTENT IS DELIVERED ON AN "AS-IS" AND "AS-AVAILABLE" BASIS. ALL INFORMATION PROVIDED IN THIS ARTICLE IS SUBJECT TO CHANGE WITHOUT NOTICE. DAKTRONICS DISCLAIMS ALL WARRANTIES, EXPRESS OR IMPLIED, INCLUDING ANY WARRANTIES OF ACCURACY, NON-INFRINGEMENT, MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE. DAKTRONICS DISCLAIMS ANY AND ALL LIABILITY FOR THE ACTS, OMISSIONS AND CONDUCT OF YOU OR ANY THIRD PARTIES IN CONNECTION WITH OR RELATED TO YOUR USE OF THE CONTENT. ADJUSTMENT, REPAIR, OR SERVICE OF THE EQUIPMENT BY ANYONE OTHER THAN DAKTRONICS OR ITS AUTHORIZED REPAIR AGENTS MAY VOID THE EQUIPMENT WARRANTY. YOU ASSUME TOTAL RESPONSIBILITY FOR YOUR USE OF THE CONTENT AND ANY LINKED CONTENT. YOUR SOLE REMEDY AGAINST DAKTRONICS FOR DISSATISFACTION WITH THE CONTENT IS TO STOP USING THE CONTENT. THIS LIMITATION OF RELIEF IS A PART OF THE BARGAIN BETWEEN THE PARTIES.

The above disclaimer applies to any property damage, equipment failure, liability, infringement, or personal injury claim arising out of or in any way related to your use or application of the content, whether such claim is for breach of contract, tort, negligence or any other cause of action.