theatrical operating and troubleshooting guide
TRANSCRIPT
014-974-0016-EN1 ǀ October 2021 1
Theatrical Operating and Troubleshooting Guide
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TABLE OF CONTENTS 1. Introduction .................................................................................................................................................... 4
2. Operator Manual ............................................................................................................................................ 5
2.1 How to clean D-BOX seats? ...................................................................................................................... 5
2.2 What does the seat pictograms mean in MFX Management? ................................................................ 5
2.3 What to do when there is a power failure? ............................................................................................. 7
2.4 How to change the language in MFX Management? ............................................................................... 7
2.5 How to override the weight detection for children? ............................................................................... 7
2.6 How to override seat activation? ............................................................................................................. 8
2.7 How to gain remote access to MFX Management? ................................................................................. 9
2.8 How to perform a delay calibration test? .............................................................................................. 10
3. Common issues ............................................................................................................................................. 12
3.1 One seat is out of service, all the others are working ........................................................................... 12
3.2 A group of adjacent seats are out of service ......................................................................................... 12
3.3 A complete row is out of service ............................................................................................................ 12
3.4 *A complete auditorium is out of service .............................................................................................. 15
3.5 The movie is not recognized (audio issue) ............................................................................................. 16
3.6 *The seats are not reserved automatically (ticketing issue) ................................................................. 18
3.7 Seats were sold but did not activate (not moving) ................................................................................ 19
4. MFX Management Faults/errors .................................................................................................................. 21
4.1 ACM Communication ............................................................................................................................. 21
4.2 Actuator Fault ......................................................................................................................................... 21
4.3 Error: No Actuator .................................................................................................................................. 22
4.4 Out of service ......................................................................................................................................... 22
4.5 Override Detection Manual Override .................................................................................................... 23
4.6 Seat Activation Manual Override ........................................................................................................... 24
4.7 Seat Network Error: Missing seat ........................................................................................................... 24
4.8 Seat Network Error: Unexpected Seats ................................................................................................. 25
4.9 *Travel Fault ........................................................................................................................................... 25
4.10 TCP Fault ............................................................................................................................................. 26
4.11 *UPS Battery Replacement Needed ................................................................................................... 26
4.12 UPS Faults ........................................................................................................................................... 26
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5. Equipment Troubleshooting ......................................................................................................................... 28
5.1 Troubleshooting an actuator issue ........................................................................................................ 28
5.2 *Troubleshooting a KCA issue (for G1 systems) .................................................................................... 29
5.3 Troubleshooting an ACM issue .............................................................................................................. 31
5.4 Troubleshooting a kineremote issue...................................................................................................... 33
5.5 Troubleshooting an MFX Transmitter .................................................................................................... 34
5.6 Troubleshooting an MFX Transmitter port issue ................................................................................... 37
5.7 Troubleshooting UPS issues ................................................................................................................... 39
5.8 Troubleshooting a keyboard issue (D-BOX server) ................................................................................ 39
5.9 How to validate that the D-BOX Motion Code (ACR) is available on the server? .................................. 40
5.10 Enumeration process after replacing D-BOX equipment ................................................................... 41
5.11 How to identify the first/last seat of the communication chain? ...................................................... 44
6. APPENDIX 1) Common faults/errors and resolution steps – cheat sheet .................................................... 46
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1. INTRODUCTION To help you be an expert in troubleshooting and fixing D-BOX equipment, we tried to simplify the information and here is the best way we found to explain our troubleshooting structure:
1) Make sure you perfectly understand the system operation.
2) If you hit some abnormality, look at the common issues.
3) Those common issues will often call upon the MFX Management faults.
4) The faults resolution will then be calling upon equipment troubleshooting.
5) Replacement parts instructions are available within the seats and projection room guides.
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2. OPERATOR MANUAL
2.1 How to clean D-BOX seats?
For the seats, read the list below:
2.2 What does the seat pictograms mean in MFX Management?
1 Check box: Click on the check box to select the seat to which you wish to apply the commands.
2 Seat number: The D-BOX seat number as it is labeled in the auditorium.
3 Type of seat: For a regular seat, you won’t see a symbol. For a handicap seat, you will see the symbol shown here.
4 Motion intensity: Indicates the level of motion intensity selected on the controller located on the armrest of the D-BOX seat.
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5 Presence:
6 Override/Reserved
7 In/Out of service
8 Enabled/Disabled:
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2.3 What to do when there is a power failure? When there is a power failure:
• In the auditorium, the D-BOX seats will automatically shut down and go to their original static
unpowered position
• In the projection booth, the D-BOX server will safely shut down avoiding data to be lost.
Please note that when the power comes back on, the smart UPS will turn the server back on to its
previous configuration and status before the power failure.
The server will automatically log in the operator user, no passwords are required.
2.4 How to change the language in MFX Management? Step 1: In the projection room, from the MFX Management console, access MFX Management.
Step 2: The language of the browser will automatically be detected by our Management Console. If you would like to change the language of the console, select “language” in the menu and choose your preference. Please note that if you do this, each time you reopen your console, management will return to the original browser language.
Step 3: If you would like to set a new language by default, please contact D-BOX.
2.5 How to override the weight detection for children? This procedure is required when a client weighs under 40 pounds (18 kg). This is often the case for young children. The seat actuators do not detect any presence and the seat will not move even though a ticket was purchased. Note: If the child is a little over 40 pounds and sits in the front part of the seat cushion, the actuators may not always detect his/her presence causing interruptions in the motion.
Step 1: Go to “Operation” & select “Auditorium View”.
Step 2: Select the seat.
Step 3: Click “Override Occupied Detection”. A window will open.
Step 4: Set the override to ‘’Always Occupied’’.
Step 5: Add your name and the reason for override.
Step 6: Click YES to proceed. If the seat doesn’t detect any presence, please contact D-BOX support.
Step 7: After the show, it is very important to clear the override.
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2.6 How to override seat activation? Manual override of seat activation can be used when the box office fails to connect with our server (Internet issue, reference changes, etc.). With no communication, the reservations are not detected by our system so the seats cannot be booked or operated. The manual override allows the cinema to operate the D-BOX seats until the issue is resolved. The manual override can also be engaged when you need your D-BOX seat to be activated without selling a ticket. E.g., a press conference, training, or testing.
Step 1: Go to “Operation” & select “Auditorium View”.
Step 2: Select the seat.
Step 3: Click on “Override Seat Activation”. A window will open.
Step 4: Select “Set override”.
Step 5: Enable and select a duration.
Step 6: Enter your full name (min. 5 characters).
Step 7: Provide the reason for the override. (min. 10 characters).
Step 8: Click on “YES” to proceed
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2.7 How to gain remote access to MFX Management? Did you know that you can access MFX Management remotely? If you believe this could help you optimize your operations, this notice is for you! The D-BOX server is located in the projection area. It is equipped with MFX Management, a web-based software that allows multiple interaction with the D-BOX seats like testing, activation, and overrides. You can gain access remotely to MFX Management with a tablet or mobile device if connected on the same network as the D-BOX server. This may be useful if you need to interact with the D-BOX seats without traveling to the projection area.
Step 1: You will need your user and password to MFX Management. If you don’t have them, contact D-BOX before following the steps below.
Step 2: We recommend you check with your IT department before attempting to connect any device to your theater network.
Step 3: Obtain the IP address of the D-BOX (MFX) server from your IT person or department.
Step 4: Connect your device to your theaters network.
Step 5: Enter the IP address to your devise’s browser.
Step 6: You are now connected to MFX Management.
Troubleshooting remote access issues: If the MFX Server is not reachable, please check for:
• Incorrect IP address.
• Not connected to the same network as the MFX-server.
• Blocked due to a firewall rule.
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CAUTION: this procedure will give access to anyone with the remote access to override seats. Please make sure
to share with responsible employees only.
2.8 How to perform a delay calibration test? Sound delay calibration is necessary to ensure a perfect synchronization of motion and image. However, when there is a change in the configuration of the projection room equipment, it is strongly recommended to ensure that the calibration is accurate. The procedure is simple. Look below and schedule it as part of a regular maintenance, to make sure you continue to offer an exceptional customer experience.
Tools needed: • iPhone (IOS 9.2 or more) **sorry, this app is not available on Android
• USB Key
Process (watch video for detailed information): Step 1: Install ''MFX Calibrator'' application on the iPhone:
1. Open a browser 2. Reach https://mobileapps.d-box.com/ios/mfxcalibrator/ 3. Press on ‘’Install’’ 4. Go back to the iPhone menu 5. Press on ‘’Settings’’, ‘’General’’, ‘’Device Management’’, ‘’D-BOX Technologies’’. 6. Press on ‘’Trust D-BOX Technologies’’ 7. Go back to the iPhone menu 8. Open ‘’MFX Calibrator’’ app. 9. Press ‘’OK’’ to give access to the microphone.
Step 2: Ingest and play the calibration clip 1. Insert USB stick with test clip into cinema server. 2. Select all clips, press on ‘’Ingest’’ 3. Enter password 4. Press ‘’Quit’’ once clips are ingested. 5. Open CineLister, search and select ‘’D-BOX-ipodCalibration’’ 6. Press ‘’Add to show playlist’’ 7. Select ‘’loop’’ mode 8. Enter password 9. Make sure there is sound in the auditorium
Step 3: Override seats in MFX Management console (D-BOX server) 1. Access the D-BOX server, MFX Management, select ‘’All’’ seat 2. Press ‘’Override Seat Activation’’ 3. Select ‘’Set Override’’ 4. Chose Time Duration : 1 hour 5. Enter your name (it must be more than 5 characters) 6. Type in as reason ‘’Delay Calibration Test’’ 7. Click on ‘’Yes’’ 8. Click on ‘’Close’’
Step 4: Test seat calibration (in the auditorium) 1. Make sure the ‘’D-BOX-ipodCalibration’’ is playing and all seats all overrided. 2. Sit on any D-BOX seat
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3. Place iPhone on seat armrest (solid part – not upholstery) 4. Open MFX Calibrator app 5. Wait 20 knocks to get an average reading, and press pause. 6. Take screenshot.
Step 5: Send the results to D-BOX for adjustment ([email protected]). D-BOX will make the delay adjustments and could ask you to redo step 4.
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3. COMMON ISSUES
3.1 One seat is out of service, all the others are working Repeat this procedure for all nonadjacent seats showing the same issue. This issue could be mentioned as:
• Seat not initiating
Potential Causes • Out of service in MFX Management.
• Single seat problems are most often related to hardware issues (faulty actuator, KCA or ACM).
Corrective Actions Step 1: In the projection room, go to the MFX Management console and check for the defective seat.
Step 2: Check if the seat is ‘’Out of Service’’ in MFX Management. If it is, please follow Out of service resolution steps.
Step 3: Refer to the list of alarms and resolution steps to continue.
3.2 A group of adjacent seats are out of service
Potential Causes • When a group of seats is defective, it is most often related to communication issues or power issue for
this group.
Corrective Actions Step 1: In the projection room, go to the MFX Management console and check for the alarms for that
group of seats.
Step 2: Refer to the list of alarms and resolution steps to continue.
• If error is ‘’No Actuator’’, it will most often be related to a power issue. Check the electric circuit for this group (breaker) and then follow the resolution steps proposed in the article.
• If all seats are ‘’light grey’’, it is most often related to a communication issue. Refer to the alarm listed and follow the proposed resolution steps.
3.3 A complete row is out of service
Potential Causes It is most often related to communication issues:
• defective port in the MFX transmitter,
• improper connection to the KCA/ACM,
• defective network cable between the MFX Transmitter port and the first KCA/ACM in the row,
• defective first KCA/ACM.
Troubleshooting steps Step 1: In the projection room, go to the MFX Management console and check for the alarms for that
group of seats. If all seats are ‘’light grey’’, it is most often related to a communication issue.
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Identify the first and the last seat of the defective row : How to identify the first/last seat of the communication chain? Take note of both for future use. As you already are in the projection room, check if a KCA-T is available in the spare parts.
Step 2: Troubleshoot the MFX Transmitter port which is assigned to the defective row. • Troubleshooting an MFX Transmitter port issue
Step 3: Troubleshoot the cable going from the MFX Transmitter to the first seat of the defective row. a. In the auditorium, go to the first seat of the defective row (identified in step 1); b. Make sure the cable coming in the seat from the MFX Transmitter is connected to the IN
port of the communication device. c. Disconnect the cable connected to the IN port of the communication device (either a KCA
or an ACM – see images below). This should be the cable coming from the MFX Transmitter);
ACM G1 (Always comes with a KCA)
ACM G3 (Never comes with KCA)
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d. Connect this cable (the one you just disconnected and that should be coming from the
MFX Transmitter) to the spare KCA-T. The KCA-T should show lights. If the KCA-T does not light up:
e. the cable coming from the MFX Transmitter might be defective - test the cable continuity (ask your IT department).
f. the cable you are testing might not be right one – look for a spare network cable that would be coming in the first seat of the row.
Step 4: Disconnect the cable coming out from the communication device (either a KCA or an ACM). Make a visual inspection of the cable and connectors for any signs of damage. Connect the spare cable between the IN port of the KCA-T and the OUT port of the next seat’s (in order*see note below) communication device (either a KCA or an ACM).
• For KCA (G1)
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• For ACM (G3)
If the KCA-T and the communication device (either a KCA or an ACM) show lights, the communication device and its connection is functional. Reconnect the cables as they were before the test and move to next step. This is very important to avoid creating further issues.
• For KCA (G1)
• FOR ACM (G3)
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Step 5: Repeat step 4 on all the other seats, in order, until you find a defective communication device or connection. If you find a bad connection, replacing the defective cable or making proper connection will correct the issue. If you find a defective communication device, replace it and enumerate.
• Enumeration process after replacing D-BOX equipment
*Note: If your row is very long, instead of going towards the next seat, in order, you can use another strategy for testing the rest of the row. The strategy is to divide the row in sections. Bring the spare KCA-T to the middle of the row to divide the number of seats to verify in half. Proceed with step 4. If the KCA-T and the communication device (either a KCA or an ACM) show lights, the communication device and its connection is functional – and it is valid for all the first half of the row. Repeat this step for the second half of the row.
3.4 A complete auditorium Is not working
Potential Causes • A hardware issue in the projection room
• A motion code missing in the D-BOX server.
• This is not a D-BOX enabled movie (ACR) or this is not the D-BOX version of the movie (DCP).
• There is an issue with audio recognition.
• There is no electricity in the D-BOX rows
Troubleshooting steps Step 1: Go to the D-BOX server, make sure it is powered ON.
Step 2: From MFX Management, check the seat status. They should be ‘’enabled’’ (green). If all seats have the alarm: Error no actuators, the seats have no power
• Verify the D-BOX electrical panel breakers
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If they are not enabled, you can try to override seat activation.
• How to override seat activation?
If the seat activation resolved the issue, you need to troubleshoot ticketing issues. This is not an emergency – it can wait until the end of the show.
• The seats are not reserved automatically when sold (ticketing issue)
Step 3: If the seat activation does not resolve the issue and the seats are ‘’light grey’’, you will need to troubleshoot the MFX transmitter network and power.
• Troubleshooting a MFX Transmitter power and network issues
Make sure to also check any alarms and their resolution steps.
Step 4: If you are working only through DCP, make sure the movie playing is the D-BOX motion-encoded version. “D-BOX” should be written at the end of the movie title on your KDM file. Validate that the KDM key with the forensic watermark flag is disabled for all audio channels above 12.
Step 5: Make sure the title is D-BOX enabled. Play it. Check the movie is recognised. The name of the movie which is playing should appear on MFX Management.
If the movie is not recognised, try with another D-BOX title that worked in the past. If the other title is recognised, there is an issue with the motion code for that specific movie.
• How to validate that the D-BOX Motion Code (ACR) is available on the server?
If the other title is not recognised, there might be an issue with the audio.
Step 6: Troubleshoot an audio issue. • The movie is not recognized (audio issue) 3.5
3.5 The movie is not recognized (audio issue) There are three types of configurations, choose the one corresponding to your situation:
• DCP only (no sound card, just a DCP adapter plugged directly on the projector server IMB redirecting channel 13)
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• ACR using an Auvitran or Marian sound card, redirecting channel 13 if motion detected on DCP but also listening
to channel left, center and right for automatic content recognition (ACR)
DCP only Step 1: Were there any recent changes that affect audio in this specific auditorium (upgrade, updates,
new technologies)? Changes could affect the audio routing used by D-BOX equipment. Verify the server mapping. Make sure channel 13 is dedicated to D-BOX Validate the sound processor is not using channel 13 like for example an Auro/Barco. A different firmware must be downloaded to the server to push the motion from 13 to 15 and D-BOX must upgrade the DCP adapter
Step 2: Make sure the movie playing is the D-BOX motion-encoded version. “D-BOX” should be written at the end of the movie title on your KDM file. Validate that the KDM key with the forensic watermark flag is disabled for all audio channels above 12.
Step 3: Play another D-BOX DCP title (Polar Express test clip should be available in your server) and check the MFX transmitter SPDIF LED while the title is playing. SPDIF LED should be green, and the title should appear as playing in MFX Management.
If it is not green, there is an issue with the reception of motion data. Check the connections between the audio output and our servers (mapping in the server, cables, connections). If there is no light, make sure the SPDIF cable is well inserted
ACR with Auvitran or Marian Step 1: Were there any recent changes that affect audio in this specific auditorium (upgrade, updates,
new technologies)? Changes could affect the audio routing used by D-BOX equipment.
Step 2: Make sure the title is D-BOX enabled. Play it. Check the movie is recognised. If the name of the movie appears on MFX Management, there is no issue with the audio card.
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Step 3: If you have ‘’Installer’’ rights, go to MFX Management/Configuration/Motion Sync.
Under ‘’Motion Synchronization’’, choose the auditorium you are experiencing the issue with. Take a print screen to be sent to us.
Step 4: Find the AES splitter, make sure it is connected to electricity. If it still not working, take a picture to be sent to us. The AES splitter is typically found in the projector cabinet or the sound processor.
Step 5: Contact D-BOX support and send us:
• Print screen from step 3.
• Picture of the AES from step 4.
3.6 The seats are not reserved automatically when sold (ticketing issue) If the movie is recognised but the seats don’t activate automatically, you might be facing an issue with ticketing.
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Step 1: Were there any changes in the seat references? If so, please call D-BOX, some adjustment may be needed on our side.
Step 2: Were there any changes in the ticketing system? If so, please talk with your POS provider to get additional information on the changes. Then contact D-BOX and provide this information.
Step 3: Were there any network issues recently? Contact your IT to assure connection with the POS server.
3.7 Seats were sold but did not move
Potential Causes • The reservation is not well processed
• The customer weight is not triggering the detection
• The movie is not recognised
• The system has a fault
Corrective Actions: Step 1:
Check the reservation: 1. Check if the seat is correctly reserved in MFX Management 2. Check if the customer is seated in the correct purchased seat
Step 2:
Check weight requirement. The minimal weight to trigger seat detection is 40lb. Check if the customer meets the weight requirement. Otherwise, follow How to override seat activation?
Step 3:
Check the movie:
• Is the movie being played is coded for D-BOX?
• Was the movie released with a motion code? Is it available in DCP?
• Was the motion code pushed and downloaded to your D-BOX server? Follow Troubleshooting UPS
issues
• Step
1:
Check the UPS power cord is well inserted in its outlet, that the outlet is functional, and the A/C cord coming from the server is inserted in the UPS
Step 2: Check the USB cable connecting the UPS to the server Check it both ends are well connected. Check the cable for visual damage.
Step 3: Replace UPS battery. See procedure in Projection Room Installation Guide.
3.8 Troubleshooting a keyboard issue (D-BOX server) The keyboard located in the D-BOX cabinet (Projection Room):
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Potential Causes • USB cable incorrectly plugged in or disconnected
• Defective keyboard
Corrective Actions Step 1: Make sure the USB cable is properly connected to the D-BOX server.
Step 2: Disconnect the USB cable from the D-BOX server then reconnect it.
Step 3: Try to connect the keyboard to another USB port.
Step 4: Connect a standard USB keyboard. If the keyboard is functioning correctly, this confirms that the original keyboard is defective.
Step 5: Contact the D-BOX technical support team for a part replacement.
• How to validate that the D-BOX Motion Code (ACR) is available on the server? Step 4:
Check the D-BOX system:
• You need to troubleshoot if it’s a hardware or firmware issue with the system:
1. If it’s only one seat not moving:
The seat Can be disconnected from the power, be out of service due to a faulty D-BOX component or not detected in the chain due to a bad network cable or defective KCA
2. If it’s a row not moving:
The row might not be detected due to a bad network cable or a row seat defective KCA
3. If all auditorium seats are not moving:
The MFX might be defective. Please verify if the SPDIF light is green or red.
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If the led is red: The issue is with the motion code, (DCP or/and ACR), the DCP KDMs corrupted or outdated, or it’s simply not a D-BOX encoded movie If the led is green: The issue is with the auditorium. Either seats not detected, unplugged from power (verify breakers), bad network cables from the MFX transmitter or ticketing not synchronising or not configured.
If there is no SPDIF led showing, please verify if the SPDIF cable it’s well connected in the SPDIF RCA IN
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4. MFX MANAGEMENT FAULTS/ERRORS
4.1 ACM Communication This is a CRITICAL fault. This article is also valid for the following faults:
• ACM Communication Failure
• Extended ACM Communication Failure
• ACM Communication Lost
• Extended ACM Communication Lost
Those faults should only be present in architecture with KCA.
Potential Causes • ACM communication issue.
• ACM power issue.
• Defective ACM.
• Defective KCA.
Corrective actions Step 1: Troubleshooting an ACM issue
Step 2: Troubleshooting a KCA issue
Step 3: If the fault persists, replace the ACM.
4.2 Actuator Fault This is a HIGH severity fault. This article is valid for the following faults: • Critical Actuator Fault
• Soft Actuator Fault
• Temporary Actuator Fault
• Repeated Temporary Actuator Fault
Corrective Action Step 1: This fault usually comes with another alarm (main alarm).
Please refer the main alarm for resolution steps.
Step 2: Make a power cycle (disconnect ACM for 3 minutes and reconnect) and see if the actuators have any response. If the error persists, we need to identify the faulty component (ACM or actuator(s))
Step 3: Troubleshooting an actuator issue
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4.3 Error: No Actuator
Potential Cause This error is most often related to an ACM malfunction. The ACM is the silver box located inside the seat. The actuators are connected to the ACM.
Corrective actions Step 1: Troubleshooting an ACM issue
Step 2: Troubleshooting a KCA issue
Step 3: If the fault persists, replace the ACM.
4.4 Out of service This is a CRITICAL fault. This fault appears because the seat has been set to Out of Service manually (by the operator) or automatically (by the system). For the second option, it might be possible to have a hard fault on a specific seat.
Potential Cause • Manual service status change
• Automatic service status change caused by a temporary/resolved issue
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Corrective Action Step 1 : Try setting back service status to ‘’Online’’
1. In MFX Management select ‘’Set Service Status’’
2. Select ‘’Put in service’’ and write your name and reason
3. The seat will be initializing and should come back to a normal status
Step 2 : If error persists, this fault usually comes with another alarm (main alarm).
Please refer the main alarm for resolution steps.
4.5 Override Detection Manual Override This is a WARNING. It is a low severity fault that should be addressed.
Potential Cause • Manual override still active
Corrective Action
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Step 1: Reverse activation steps by following: How to override the weight detection for children?
4.6 Seat Activation Manual Override This is a WARNING. It is a low severity fault that should be addressed.
Potential Cause • Manual activation still active – should disappear automatically after 4 hours
Corrective Action Step 1: Reverse activation steps by following: How to override seat activation?
4.7 Seat Network Error: Missing seat This is a CRITICAL fault. This article is also valid for issues such as:
• Seat not detected
Potential Cause The seat is not seen by the system and an alarm is present in MFX Transmitter:
• Communication problem with one or multiple seats.
• Might be related to a bad KCA
• Might be related to a bad ACM (if integrated/G3)
• Bad RJ45 cable from previous seat
Corrective actions Step 1: Go to the D-BOX server in the projection room.
Access MFX Management and check for a lite greyed seat icon:
Step 2: Look for a critical alarm (first lines) called ‘’Seat Network Error : Missing Seat’’.
Step 3: If your issue is related to a complete row, follow:
• Troubleshooting an MFX Transmitter port issue Step 4: There are different types of ACMs. Make sure you can identify yours:
ACM G1 (always comes with a KCA)
ACM G3 (never comes with KCA)
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Troubleshoot the next component:
• If you have an ACM G1 with KCA, Troubleshooting a KCA issue
• If you have an ACM G3, Troubleshooting an ACM issue
Step 5: Disconnect the seat’s remote and enumerate.
4.8 Seat Network Error: Unexpected Seats This is a HIGH severity fault.
Potential Cause • The system found a seat (KCA) that is not configured
• The system found a seat (KCA) that is showing an unexpected address.
• The network row cable is plugged in the wrong MFX transmitter port
Corrective Action Step 1: If there is only one seat affected by this issue, proceed with an enumeration (if possible):
• Enumeration process after replacing D-BOX equipment
Step 2: If the issue is not resolved after the enumeration, please contact D-BOX Support. This is probably a configuration issue that needs assistance.
4.9 Travel Fault
Potential causes Travel measure during the search-stop procedure is too large or too small. Normally caused by an external obstruction preventing the actuator to move. Alternative causes of this fault are:
• Actuator mechanics extreme wear (check if actuators are ‘’jumping in their cups’’ or platform is pulled
on the ground when moved around)
• Broken actuator c-clip because actuator has received an anormal shock (pulling on the actuator, bad
tying-down of the system during transport)
• Wear on actuator bearing (check if actuators are ‘’jumping in their cups’’ or platform is pulled on the
ground when moved around).
• Bad communication with encoder.
NOTE: Whether the Travel Fault is on a single system or multiple systems, the procedure remains the same. Repeat this procedure for every system.
Corrective actions
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Step 1: Troubleshooting an actuator issue
4.10 TCP Fault This is a CRITICAL fault. This article is valid for the following faults:
• TCP Connection Failure
• Extended TCP Connection Failure
• TCP Communication Anomaly
• TCP Communication: Missing Response
• Repeated TCP Unexpected Response
Potential Cause The transmitter is not seen by the server. It affects the entire auditorium.
• Communication issue between the MFX Transmitter(s) and the server.
• Bad MFX transmitter
• Power issue.
• Bad RJ45 cable.
• Issue with the network switch.
Corrective actions • 34Troubleshooting an MFX Transmitter
4.11 UPS Battery Replacement Needed This is a HIGH severity fault. Battery failure in case of a loss of electricity on the site can cause serious damage to the server and service interruptions
Potential Cause • UPS battery must be replaced.
Corrective Action • See UPS battery replacement procedure in Projection Room Installation Guide.
4.12 UPS Faults This is a HIGH severity fault. Battery failure in case of a loss of electricity on the site can cause serious damage to the server and service interruptions. This article is valid for the following faults:
• UPS Not Detected
• UPS Self-Test Failed
• UPS Fault
Potential Cause • Bad connection of the cable linking the UPS and the
server.
• UPS battery must be replaced.
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Corrective Action Step 1: Troubleshooting UPS issues.
• Troubleshooting UPS issues
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5. EQUIPMENT TROUBLESHOOTING
5.1 Troubleshooting an actuator issue Step 1: Power cycle the ACM (remove power for 3 minutes and reconnect). if the ACM is not plugged into
an electrical outlet on the riser, therefore the power cable is plugged hardwired, it will have to be disconnected directly from the box.
ACM G1 (Always comes with an external KCA)
ACM G3 (KCA is internally integrated)
Step 2: Access the actuators and remove any obstruction that may be affecting the actuators, including the seat accordions.
1. Power off the defective system and wait for it to go down.
2. Access the actuators and verify if there is anything touching the actuators and preventing it
from moving properly.
3. If applicable, remove any object found.
4. Power the seat and watch the seat go through its homing sequence.
5. Replace the equipment if nothing found. See procedure in seat installation guide.
Step 3: Wake up a stock false faulty actuator by moving the actuator. 1. Make sure there is no power on the ACM.
2. Grab the seat by its backrest.
3. Move the seat to its maximal amplitude towards the front.
4. Repeat step 2 towards the back, the left and the right.
5. Power the seat and watch it go through its homing sequence.
Step 4: Reset the seat and restart the ACM 1. Go to the D-BOX MFX Management console in the projection room
2. Select the seat with the travel fault
3. Click on '’Reset Manual Fault’’
4. Click on '’Set Service Status'’
5. In the new window, click on ‘'Put in service’', write your name and in reason and press yes
6. Click on management / seat / select defective seat / restart device (ACM)
7. Click on operation to verify seat status.
8. Activate the seat for 5 minutes to force the initialization sequence.
9. Replace actuator if faulty alarm persists
Step 5 : The situation seems to be related to a ''Hard Travel Fault''. Identify the defective actuator. To do so, go in MFX Management/Alarms:
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Step 6 : Swap the actuator at ACM ports to discard the possibility of being an ACM port issue: • https://support.d-box.com/en/knowledge/swap
If issue follows the actuator, it confirms the actuator fault. The alarm remains on the same actuator after the swap, it confirms it’s an ACM issue.
Step 7 : When defective part has been confirmed, replace.
• Part Replacement procedures are in the installation guides
5.2 Troubleshooting a KCA issue (for G1 systems) Note: To perform the troubleshooting steps, you will need a KCA-T and a network cable from your spare parts. If you don’t have a spare KCA-T and cable, look How to identify the first/last seat of the communication chain?
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Note: Check if the fault persists in MFX Management (D-BOX server) while performing those steps. If the fault persists, move to the next step. Note: These following instructions are only for a single seat which is not detected. If a complete row is out of service, please see:
• A complete row is out of service
Step 1 : Check if a KCA has been replaced recently – in which case, it is maybe just in need of an enumeration. Be careful before enumerating as an enumeration could put an entire row out of service if the KCA is defective. This behavior is typically linked to a ‘’Seat Network Error: Unexpected Seats’’ fault. From the D-BOX Server, in MFX Management, check in the alarm list to confirm the need to enumerate. Note: You need special access to perform an enumeration. If you don’t have the specific access and training, it is best to leave this step to be done by a D-BOX agent as this process can be harmful for the equipment if not well done and understood.
• Enumeration process after replacing D-BOX equipment
Step 2: From the D-BOX Server, in MFX Management, identify the non detected seat.
Step 3 : Access the faulty seat, and verify the KCA LED status:
• If lights are all green, the KCA is in working condition. This is not expected at this point.
• If lights are all amber or no lights are showing this could be related to: o No power from MFX Transmitter (OFF) or a defective port transmitter port o Defective network cable o Defective KCA
• If mixed green and amber:
Step 4 : Check all connections: IN and OUT of the KCA. (The IN cable is usually identified by a sticker or a pencil mark) Make sure the connectors are well inserted in the port. Make sure it respects the connection schematic:
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Step 5 : Disconnect defective KCA and replace it by the spare KCA-T (unplug the termination cable if it’s not a KCA-T that is defective) Perform an enumeration and verify if the alarms are cleared. • Enumeration process after replacing D-BOX equipment
Step 6 : Try a new external network cable from the previous seat KCA OUT to the faulty KCA IN. If the KCA responds well, the network cable inside the conduits must be replaced. Please note the cable MUST be shielded.
5.3 Troubleshooting an ACM issue There are different types of ACM. Make sure you can identify yours:
ACM G1 (Always comes with an external KCA)
ACM G3 (KCA is internally integrated)
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Note: Check if the fault persists in MFX Management (D-BOX server) while performing those steps. If the fault persists, move to the next step.
Step 1: ACM power verification 1. Make sure the riser power outlet is functional (if the seat is a recliner, you can try reclining the
seat, however, the D-BOX components might be plugged on same outlet but different port). Also check breaker.
2. Check if both ends of ACM A/C power cord (male/female) are connected. 3. Make a power cycle (disconnect for 3 minutes and reconnect) and see if the actuators have any
response and if the ACM LEDs. Light up.
Step 2: Check that the communication cables are well connected. • For KCA (G1)
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• FOR ACM (G3)
•
Step 3: Make sure all communication cables are shielded Cat5. Check all communication cables are in good condition (no visual defect).
Step 4: For ACM G1, troubleshoot the KCA (including testing with another KCA). Even if the KCA enumerates well and the seat is detected, the port going to the ACM may be defective. This possibility must be discarded to confirm the ACM is defective.
• Troubleshooting a KCA
Step 5: If the fault persists, replace the ACM.
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5.4 Troubleshooting a kineremote issue If you believe your kineremote is defective, please follow the recommended procedure to confirm your assumption. NOTE: Check if the fault persists in MFX Management (D-BOX server) while performing those steps. If the fault persists, move to the next step.
Step 1: Take a functional kineremote from your spare parts. If you don’t have a functional kineremote in your spare parts, you can take one from a seat. Find a functional seat (one which is moving when activated) with a functional kineremote (one which shows lights). See seat installation guide for safe removal procedure.
Step 2: Remove the presumed defective kineremote from the seat and replace it by the functional kineromote. If the problem is corrected with this replacement, the kineremote removed from the seat is defective and can be discarded. Please make sure to replace the one used for diagnostics purchasing a new one to put it back in the spare parts
Step 3: If the problem persists, please check the cable (RJ-11 gray Phone cable) connecting the kineremote back of the KCA or ACM. Check that all connectors are well inserted. Check the cables for visual defects.
ACM G1 (Always comes with an external KCA)
ACM G3 (KCA is internally integrated)
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Step 4: For ACM G1, troubleshoot the KCA (including testing with another KCA). Even if the KCA enumerates well and the seat is detected, the port going to the remote may be defective. This possibility must be discarded to confirm the remote is defective.
• Troubleshooting a KCA
5.5 Troubleshooting an MFX Transmitter If you are experiencing an issue with the MFX Transmitter, all auditorium seats will appear light grey in MFX Management, and you might also see a TCP alarm.
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NOTE : Check if the fault persists in MFX Management (D-BOX server) while performing those steps. If the fault persists, move to the next step.
Step 1: Check MFX Transmitter power connections.
• Make sure the MFX Transmitter is connected to the power supply, and the power supply to the UPS.
• Check the MFX Transmitter LED status (front). We expect to see lights on each port connected to a row (0 to 15). We also expect to see lights on TCP-IP, SPDIF.
• If there are no lights, try connecting the power supply to an independent, functional
outlet. If this works, check your UPS or UPS battery.
• The power supply could also be defective. If there is a power supply available (from spare parts or from another auditorium), try connecting the new power supply to the MFX Transmitter. If it works, power supply needs to be replaced.
Step 2: Check MFX Transmitter network connections.
• Verify that the network cable is well connected in the MFX Transmitter Ethernet port. Make sure the other cable end is well connected to the Cisco Switch and that the port blinks (any port). If you have no cisco switch, the cable will be plugged directly to the server back network port labeled MFX.
• Check the network cable for visual damage.
Step 3: Check Cisco Switch (if present).
• Make sure the Cisco Switch is powered.
• Make sure the Cisco Switch LEDs are on.
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Step 4: If you have multiple auditoriums, identify the MFX Transmitter you are currently troubleshooting.
• From the D-BOX server, go to MFX Management.
• Select ‘’Management/Comm.Unit’’
• Select the auditorium you are currently troubleshooting from the list next to ‘’Communication Unit’’.
• Note the IP Adress listed in the ‘’Information/IP Address’’ table.
Step 4: Send a ping to the MFX Transmitter.
• From the D-BOX server, in the Windows Start menu, open Command Prompt (or type ‘’cmd’ in the Windows Start menu).
• Then type ‘’ping’’, space tab and enter the address of the MFX Transmitter.
A successful ping would look as the screen capture below and confirms the MFX
Transmitter has communication with the D-BOX server:
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If you have a successful ping but the seats in MFX Management remain light grey, proceed with troubleshooting the MFX Transmitter ports and network cable going to the row.
• An unsuccessful ping would look like this and means our D-BOX server is not communicating with the MFX Transmitter:
Step 5: Try another network cable from the MFX transmitter ethernet port to the cisco
Step 6: Replace the MFX Transmitter. See procedure in Projection Room Installation Guide.
5.6 Troubleshooting an MFX Transmitter port issue Note: Check if the fault persists in MFX Management (D-BOX server) while performing those steps. If the fault persists, move to the next step. Note: To perform the troubleshooting steps, you will need a KCA-T and a network cable from your spare parts. If you don’t have a spare KCA-T and cable, look How to identify the first/last seat of the communication chain?
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Step 1: From the D-BOX rack server, identify the defective transmitter and port in MFX Management To do so, check the error related to the seat(s) you are troubleshooting. The address will indicate the transmitter number, the transmitter port and the row seat. In the example below, 0.2.9, the error is related to the MFX-1 (Hub-0), port-2, seat-9.
Step 2: In the projection room, find the transmitter for the defective auditorium.
Step 3: Unplug the existing network cable arriving from the defective row in the possible transmitter port. Please note of the label of the cable you are taking out from the port to avoid connecting the wrong cable back. Most installations have spare cables which are hanging at the back of the transmitter.
Leave the other cables in their places.
Step 4: Connect the KCA-T with a network patch cable and check if the LED from Column 1 ‘’Chain Power’’ is green as in the picture below, and the KCA-T LED ‘Seat’’ is also green.
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• If LEDs are green, the port is in working conditions.
• If LEDs are not green, the port is defective. You will need to redo steps 2 and 3 on following available ports until you find a valid port.
Step 5: Once a valid port is found, reconnect the cable you unplugged in step 2 into the valid port.
Step 6: If you change port, please provide D-BOX the information about the modification (defective port and new valid port). We will need to change the auditorium port layout and enumerate.
5.7 Troubleshooting UPS issues Step 1: Check the UPS power cord is well inserted in its outlet, that the outlet is functional, and the A/C
cord coming from the server is inserted in the UPS
Step 2: Check the USB cable connecting the UPS to the server Check it both ends are well connected. Check the cable for visual damage.
Step 3: Replace UPS battery. See procedure in Projection Room Installation Guide.
5.8 Troubleshooting a keyboard issue (D-BOX server) The keyboard located in the D-BOX cabinet (Projection Room):
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Potential Causes • USB cable incorrectly plugged in or disconnected
• Defective keyboard
Corrective Actions Step 1: Make sure the USB cable is properly connected to the D-BOX server.
Step 2: Disconnect the USB cable from the D-BOX server then reconnect it.
Step 3: Try to connect the keyboard to another USB port.
Step 4: Connect a standard USB keyboard. If the keyboard is functioning correctly, this confirms that the original keyboard is defective.
Step 5: Contact the D-BOX technical support team for a part replacement.
5.9 How to validate that the D-BOX Motion Code (ACR) is available on the server? Step 1: In the projection room, on the MFX Management console, Click on Operation/Motion Code.
Step 2: Verify the list of Motion Codes available on your server
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Step 3: If the Motion Code of the specific movie does not appear in the list, or if your seat is not
responding to the Motion Code, please contact the D-BOX Support Team.
5.10 Enumeration process after replacing D-BOX equipment This procedure will help you to do the re-enumeration process for an auditorium where one or multiple ACMs or KCAs have been replaced. The new component addresses need to be reassigned once intervention completed. Note: You need privilege authorized access to perform the seat enumeration. If you don’t have the specific training, it is best to leave this step to be done by a D-BOX agent as this process can be harmful for the equipment if not well done and understood. There are 2 equipment’s that once replaced, will lead to a re-enumeration process.
ACM G3 KCA
Step 1: Start by logging into the MFX management console by making use of the Maintenance user and password, previously shared to you by the D-BOX support department.
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Step 2: Press the options following steps 1 to 5 listed in the image below.
1. Management 2. Comm. Unit 3. Device Enumeration 4. Reassign network address to all seats 5. Yes
Step 3: Please go back to the Operation tab and make sure the seats are now online (dark grey). You will not
see an alarm indicating that enumeration is in progress. You can be sure that the enumeration process is complete by watching the alarm for the missing seats time change. It is possible that once the enumeration is completed, the seats take a few minutes to be detected, therefore, to change from light gray to dark gray. then proceed to Logout from the Maintenance user. The seats are ready to operate once all become dark grey. Please note that if the part has been incorrectly installed or the cables incorrectly connected, after the enumeration, you risk losing the entire row, the equipment being connected in a chain.
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5.11 How to identify the first/last seat of the communication chain? Note: the last seat in our chain depends on how the auditorium was configured based on row witch side the network cable from the transmitter comes in. It is not always, as it would be logical to think, the first numerical label seat of the row. Note: to perform the next step, you need to have the user installer access to MFX Management. If you do not, please call D-BOX support for assistance or proceed with physical inspection of the first and last seat of the row to find the KCA-T. If you have installer access to MFX Management, you can go to Configuration/Auditorium Layout.
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Each seat shows an address. In the image, the addresses for row H start with 0.1.1 for H-18 and ends with 0.1.12 for H-07. The third digit is the seat number that our configuration has assigned, in numerical order, starting from where the network cable of the projection booth arrives. In this case, the KCA-T will be located inside seat H-07 (0.1.12).
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6. APPENDIX 1) COMMON FAULTS/ERRORS AND RESOLUTION STEPS – CHEAT SHEET
Fault/Error Potential causes Resolution steps
ACM Communication
• ACM Communication Failure
• Extended ACM Communication
Failure
• ACM Communication Lost
• Extended ACM Communication
Lost
Note: On the operation
auditorium layout,
Error no actuators will
be displayed
• ACM communication issue
(Network cable connecting KCA to
ACM)
• ACM power issue (A/C cord or
electrical outlet)
• Defective ACM
• Defective KCA
1. Troubleshooting an ACM issue
2. Troubleshooting a KCA issue
3. If the fault persists, replace the ACM.
Actuator Fault
• Critical Actuator Fault
• Soft Actuator Fault
• Temporary Actuator Fault
• Repeated Temporary Actuator
Fault
• Actuator obstruction (object
touches the actuator)
• Defective actuator
• Defective ACM port
1. This fault usually comes with another alarm (main
alarm). Please refer the main alarm for resolution
steps.
2. Make a power cycle (disconnect ACM for 3 minutes
and reconnect) and see if the actuators have any
response. If the error persists, we need to identify
the faulty component (ACM or actuator(s)).
3. Troubleshooting an actuator issue.
Out of service
This fault appears because the seat has been set to Out of Service manually (by the operator) or automatically (by the system). For the second option, it might be possible to have a hard fault on a specific seat.
• Manual service status change
• Automatic service status change
caused by a temporary/resolved
issue
1. Try setting back service status to ‘’Online’’
2. If error persists, this fault usually comes with
another alarm (main alarm). Please refer the main
alarm for resolution steps.
Detection Manual Override • Manual wight detection override
still active
1. Reverse activation steps by following: How to
override the weight detection for children?
Seat Activation Manual Override Please note the maximum time allowed for a reservation override is 4 hours. The alarm usually disappears after its time.
• Manual activation still active 1. Reverse activation steps by following: How to
override seat activation?
Seat Network Error: Missing seat
• Seat not detected
The seat is not seen by the system and an alarm is present in MFX Transmitter:
• Communication problem with
one or multiple seats.
• Might be related to a bad KCA
• Might be related to a bad ACM
(if integrated/G3)
• Bad RJ45 cable
1. Go to the D-BOX server in the projection room.
Access MFX Management and check for a greyed
seat icon.
2. Look for a critical alarm (first lines) called ‘’Seat
Network Error: Missing Seat’’.
3. If your issue is related to a complete row, follow:
• Troubleshooting an MFX Transmitter port
issue
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4. Troubleshoot the next component: If you have an
ACM G1 with KCA, Troubleshooting a KCA issue. If
you have an ACM G3, Troubleshooting an ACM
issue.
5. Disconnect the seat’s remote and enumerate.
Seat Network Error: Unexpected Seats
• The system found a seat (KCA) that
is not configured
• The system found a seat (KCA) that
is showing an unexpected address.
1. If there is only one seat affected by this issue,
proceed with an enumeration (if possible).
• Enumeration process after replacing D-BOX
equipment
2. If the issue is not resolved after the enumeration,
please contact D-BOX Support. This is probably a
configuration issue that needs assistance.
Travel Fault Travel measure during the search-stop procedure is too large or too small. Normally caused by an external body preventing the actuator to move. Alternative causes of this fault are :
• Actuator mechanics extreme
wear (check if actuators are
‘’jumping in their cups’’ or
platform is pulled on the
ground when moved around);
• Broken actuator c-clip because
actuator has receive an
anormal choc (pulling on the
actuator, bad tying-down of
the system during transport);
• Wear on actuator bearing
(check if actuators are
‘’jumping in their cups’’ or
platform is pulled on the
ground when moved around);
• Bad communication with
encoder.
1. Troubleshooting an actuator issue
TCP Fault
• TCP Connection Failure
• Extended TCP Connection
Failure
• TCP Communication
Anomaly
• TCP Communication:
Missing Response
• Repeated TCP Unexpected
Response
The transmitter is not seen by the server. It affects the entire auditorium.
• Communication issue between
the MFX Transmitter(s) and the
server.
• Bad MFX transmitter
• Power issue.
• Bad RJ45 cable.
• Issue with the network switch.
1. Troubleshooting an MFX Transmitter
UPS Battery Replacement Needed UPS battery must be replaced. 1. See UPS battery replacement. See procedure in
Projection Room Installation Guide.
UPS Fault
• UPS Not Detected • Bad connection of the cable
linking the UPS and the server.
1. Troubleshooting UPS issues : UPS Faults
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• UPS Self-Test Failed
• UPS Fault
• UPS battery has to be replaced.