Home » Categories » ZEPLAY

ZEPLAY basic troubleshooting

Applies to

ZEPLAY, all versions


Customer reports RAID errors, general system performance issues, losing content. 

What to investigate

RAID errors

RAID errors can lead to loss of content. If ZEPLAY reports the RAID as being degraded on startup, the user (or support specialist) should refer to page 130 of the ZEPLAY user guide and validate the RAID health using the ATTO tool's user interface. 

Note that it is a known issue that ZEPLAY may falsely report a degraded RAID array. This is why it's important to confirm the statuses through the ATTO user interface.

RAID errors will also be logged in Windows' event viewer, under the SYSTEM tab. 

If the customer's system is not on the internet, you can ask the user to save the content of Windows's event viewer SYSTEM tab in a file, zip the resulting .evtx file and send it to a support specialist. 

Bad memory sticks

ZEPLAY 4x4 systems come installed with 24GB of ram. Opening the System Information will show the amount of detected RAM. If it's below 24 then there's a problem, and one or more sticks of RAM needs to be replaced. Finding which stick is bad required trial and error and is possibly best handled through RMA.

Other unknown problems

If it's impossible to pinpoint the problem onto a specific hardware component, then we can investigate the issue further providing we obtain a detailed description of the problem;

- how ofter does the problem manifest itself?

- when is the last time it happened precisely? (date and time as close as possible so we can cross reference the log files)

- if applicable, what is the expected system behaviour? In other words, is the user expecting the system to perform something it was not designed for?

- have the customer, or support specialist, save the content of Windows' event viewer's SYSTEM, APPLICATION, and TRMS event viewer logs into files. Zip the files and upload them to our ftp, in incoming. Or put them somewhere development can look at them. 

- if the customer identified specific date/times to investigate, locate the corresponding dated SX log files in C:\Program Files\Tightrope Media Systems\Zeplay\LogFiles\SXHwControl and zip them up, put them on ftp in incoming alongside the evtx content. This will allow development to diagnose further.

0 (0)
Article Rating (No Votes)
Rate this article
  • Icon PDFExport to PDF
  • Icon MS-WordExport to MS Word
Attachments Attachments
There are no attachments for this article.
Related Articles RSS Feed
ZEPLAY log files can fill C: drive
Viewed 1191 times since Wed, Sep 24, 2014
Tightrope Media Systems Software End of Life Policy
Viewed 4394 times since Wed, Dec 17, 2014
ProRes MOV files with PCM audio: audio playback sounds like static noise
Viewed 1533 times since Thu, Jan 12, 2017
ZEPLAY fails to load some items in the Editor Window
Viewed 1069 times since Mon, Jan 26, 2015
ZEPLAY can’t resume into an existing game, won’t start playback after a "Cue Record Failed" error
Viewed 941 times since Tue, Jan 17, 2017
What types of files can I import into ZEPLAY?
Viewed 1260 times since Tue, Mar 24, 2015
Clips created by Split Clip function are always Preset at 100% speed
Viewed 972 times since Wed, Sep 24, 2014
Where can I find the ZEPLAY manual?
Viewed 1168 times since Mon, Sep 29, 2014
Why can’t I switch into Jog mode anymore?
Viewed 1216 times since Mon, Nov 24, 2014
Video Processing Engine failed message while archiving to a network share
Viewed 1094 times since Mon, Jan 26, 2015