GX4816 Failure

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This topic contains 12 replies, has 3 voices, and was last updated by Profile photo of Alex A&H Alex A&H 6 hours, 18 minutes ago.

Viewing 13 posts - 1 through 13 (of 13 total)
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  • #88044
    Profile photo of Slammin
    Slammin
    Participant

    Just had a GX4816 fail on me, the blue power light comes on and then nothing else. It has had a few wired issues before this failure
    (phantom power not coming on unless rebooted, gains not working randomly), but we have only had it for 3 weeks and only really used 4 or 5 times. We are awaiting our Avantis and I was setting up the SQ back up we ordered. Now I am wondering if we have the wrong piece of equipment backed up. We are also going to install an Avantis in another venue so we had a spare GX.

    #88050
    Profile photo of Nicola A&H
    Nicola A&H
    Keymaster

    Hi Slammin,

    Please contact your dealer or A&H distributor (Audio Technica) for a warranty repair. We will follow up with them through our quality team and investigate the fault.

    #88138
    Profile photo of Slammin
    Slammin
    Participant

    Hi,

    We have started the RMA process for the first bix, but we are now starting to see similar issue with the 2nd and now we are very nervous. The new box now isn’t taking initial commands to turn phantom power on or off unless it is rebooted and randomly the gain control isn’t working again. Is there a number we can call for assistance?

    #88140
    Profile photo of Slammin
    Slammin
    Participant

    Is there some sort of diagnostic tool we could use to find out what is going on?

    #88141
    Profile photo of Alex A&H
    Alex A&H
    Keymaster

    Hi Slammin,

    I’m sorry to hear you’re having this problem. Please start a ticket at support.allen-heath.com so we can go through some troubleshooting to find what is going on.

    Thanks
    Alex

    #88202
    Profile photo of Slammin
    Slammin
    Participant

    Hi, we have heard back from AT and they have said that it was due to a faulty comma board that the 1st GX failed and they are sending out a replacement – which is good.

    Given that we are encountering similar issues with the 2nd GX my concern is what is causing the comms failure. Could it be a faulty batch (unlikely – I hope!), bad show file (I am going to hard reset the desk and rebuild from scratch as the initial show file was done on the PC app) or could the SQ it’s self have an issue on its S link port?

    #88203
    Profile photo of Alex A&H
    Alex A&H
    Keymaster

    Hi Slammin,

    It’s hard to say what the root cause of this issue is until it has been examined by a test engineer. This board will be coming back to us for investigation, so we will have more details available once it has arrived.

    Have you contacted AT regarding the second GX already?

    Do you have a support ticket already?

    Thanks
    Alex

    #88205
    Profile photo of Slammin
    Slammin
    Participant

    Hi,

    Just to update we have done a hard reset and we still get random control of the GX preamps, so it looks like either a SQ fault or a bad batch of GX’s.

    We have been in contact with AT about the 2nd GX but can’t send it back until the replacement for the 1st one has been received.

    Is there a setting on the SQ where preamp control of the GX could have been disabled?

    #88206
    Profile photo of Alex A&H
    Alex A&H
    Keymaster

    Hi Slammin,

    There is no mechanism in the SQ software to ‘disable’ preamp control, so this will likely be a hardware issue.

    I’m not aware of any batch issue with the GX expanders, but as the first unit showed the same behaviour, I agree the issue could be to do with your SQ or GX.

    Once the boards arrive here, we will be able to investigate this in more detail.

    Thanks
    Alex

    #88338
    Profile photo of Slammin
    Slammin
    Participant

    Like star wars, the saga continues!

    We ran our Carol services over the weekend and were able to do so with no major issues (we ran the gains on the trim as that mainly worked) – great feedback and a much improved sound quality over our previous X32 installation.

    After the service we put in the 3rd GX4816 (the replacement for the initial faulty unit) so that we could send off the 2nd one that had been RMA’d as well. As of yesterday the 3rd GX4816 is now also losing preamp
    (gain and phantom power) control. So to me that would suggest a faulty s-link port on the SQ5 as I can’t believe it’s an issue with 3 separate GX’s.

    The problem here is that we can’t send the SQ back until either our Avantis’s arrive or if a replacement SQ is sent first.

    Also how many tracks can a SQ drive record at once, we tried 32 (routing via the io tab) but only 16 were captured using the usb port on the top – is this normal (the 32 are only available on the usb b out on the back of the desk) or an issue with the desk?

    #88341
    Profile photo of Alex A&H
    Alex A&H
    Keymaster

    Hi Slammin,

    I would agree this points to an issue with the SQ. Please contact your distributor for advice on logistics.

    With regards to SQ-Drive, this can record up to 16 tracks directly to USB drive and the USB B port on the back can stream up to 32 tracks. You can find more information on this here: https://www.allen-heath.com/media/SQ_ReferenceGuide_V1_4_0.pdf#page=82&zoom=auto,-361,573

    Thanks!
    Alex

    #88968
    Profile photo of Slammin
    Slammin
    Participant

    Hi,

    This issue is still going ahead, but we think that we may have found a cause. As part of our install we have some ME’s attached to it and it looks like the POE switch we have for it is causing the issue. Are there some settings that we would need to make sure is switched off on the switch?

    #88980
    Profile photo of Alex A&H
    Alex A&H
    Keymaster

    Hi Slammin,

    If you’re using a PoE switch with the ME system, this must be an unmanaged layer 2 switch. If it have layer 3 features, these must all be turned off.

    You can find this information here: http://support.allen-heath.com/Knowledgebase/Article/View/702

    Thanks!
    Alex

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