Again almost show canceled cause venue failure

[pmueller]

Hello

Last week we had again the same venue problem while a live broadcast setup then at a summer festival last year 2010.
It started with starting up the venue system, the screen keeps black and the profile console reports a backup mode or backup system running message.
With several times trying to startup again, once the startup procedure worked fine, the system worked for about 1 hour, then the system went again into backup mode and it wasn't possible to go on with soundcheck. After starting up the system again, it luckily run the show without problem.

Now, this is almost the same situation then the one mentioned in the past. There the problem was fixed by changing the computer RAM, proposed by avid europe.

But now we start to question that solution.

Who have had this problem too? What do we have to do to fix it forever?

Please let us know.

Many thanks in advance, best,

Patrick

Venue Profile, 2.8.x, 2x HDX, 2x SNAKE

[digidesigner]

I don't have a definite answer to you but I'm wondering if this is a single system you are having problems or two different ones? If it's one, then you probably have some sort of hardware issues. If the setup has travelled a lot, maybe it would be good idea to take it to pieces and clean up connectors, reseat cards and ribbon cables etc etc. In the end it's a PC we are dragging around in the box.
I'm sure you need to go over this with Field Service guys like Chris Lambrechts who is here in EU and often at the DUC as well. From him' I have learned, that it is also good for time to time do a clean reinstall of everything so the system is fresh and clean from the software side too. Also it is important in Pro Tools world to keep plugin versions right or there might be issues, even if you are not using them (cause they load in the memory). Check if you have all latest versions installed and no shady plugs installed.

[Sheldon Radford]

Hi Patrick,

I'm truly sorry to hear about these issues. That's not the experience we want our customers to have.

It's difficult to say exactly what could cause this behavior, so our European support team will contact you directly to get more information and work towards a solution that you feel comfortable with.

In the meantime, a few areas to check would be loose or faulty RAM, or a loose CPU. Also, check to ensure all DSP cards are fully seated.

Sheldon

[Chris Johnson]

I presume you've run the inbuilt DigiTest and everything checks out?

[pmueller]

Hi all

System repaired by Avid Europe.

If you want to experience an unbeatable service division you have to go with Venue Live Sound Environment.

To make it sure, I'm not linked to Avid at all, I'm just an extremely impressed and happy user of Digidesign stuff, ääämmmhhhh.... sorry, Avid stuff .

Big thanks to Chris & Sheldon

Best, Patrick

[Sheldon Radford]

Thanks Patrick, glad to hear it's all sorted.

Sheldon

[vlepore]

I'd also like to chime in and say how much I agree with your sentiments. The few times I've needed to contact venue support, they have been nothing short of fantastic. Great work!

[Kenmillerjr]

I can't agree anymore! Definitely a selling point, IMO