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ZEPLAY basic troubleshooting

Applies to

ZEPLAY, all versions

Symptoms

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.

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