C3500 Surface becomes non-responsive

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This topic contains 2 replies, has 3 voices, and was last updated by Profile photo of Brian Brian 4 months, 2 weeks ago.

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  • #117225
    Profile photo of Chuck
    Chuck
    Participant

    we have a C3500 with DM0 running firmware v1.98. this was installed last summer and recent began having this issue.
    we’ll notice when a button is pressed there is a lag of a second or two before the Surface responds.
    Over the next few minutes this time lag increases to several seconds and longer. we’ve timed one lag at 4 minutes.
    During this time audio processing continues to occur although no changes can be made on the surface.
    Eventually the surface becomes completely non-responsible and we have to power cycle it.
    The DM0 shows no errors.
    Once the reboot completes the Surface operates normally. It has been a few minutes to a few hours before the next event occurs.
    This started about 3 weeks ago. There have been no changes to the equipment connected to the control network.
    Log have been sent to A&H and are awaiting their review.
    Perhaps has anyone else seen this behavior?

    #117226
    Profile photo of Mathias Thunbo
    Mathias Thunbo
    Participant

    What equipment do you have connected to the control network?

    #117237
    Profile photo of Brian
    Brian
    Participant

    I would suggest checking two things. First, make sure you are using a shielded ethernet cable that is Cat5e or higher rated. You must use shielded cables to work reliably. Second, double check your network settings. If there is a conflict or if devices are set to DHCP and there is no DHCP server located, it can definitely cause connection issues.

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