DVC4 Gold random USB disconnects from PC back to 01 causing blackouts

512 In, 512 out or 2x512 out. Stand Alone memory (512 out)

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SteffenF
Posts: 4
Joined: Thu Apr 11, 2019 6:58 pm
Operating System: Windows

DVC4 Gold random USB disconnects from PC back to 01 causing blackouts

Postby SteffenF » Thu Apr 11, 2019 7:34 pm

Hi,

we use a DVC4 Gold with DVC3 software in cocktail bar

Software latest DVC3 from March 2017
DVC4 Gold firmware 1.11
Windows 10 Pro on latest updates as of today
No permanent internet connection
No other software installed / running

Issue description:
Software is started and interface is recognised. (PC in display)
The groups scenes and effects are working as expected.

Randomly after some time something disconnects PC and daslight. So instead of PC 01 is shown again.
This causes all lights to get turned off. An unwanted blackout.
We need to open Hilfsmittel - DMX hardware - select interface (still listed!) - Device Type - USB - ok
Now the daslight changes from 01 to PC and lights are turned on again.
If you know how to do this, the blackout takes about 30 seconds. If no one is close to the PC the cocktail bar is dark for minutes....

What we did already:
- a dmx splitter is in place (no additional component between daslight and dmx splitter in chain). The splitter is supposed to decouple its DMX IN (the daslight) from the 8 DMX OUTS
- placed terminators on end of each dmx chain
- checked all cables for damage and if they might be audio cables
- installed a new Windows PC with win10 Pro and installed DVC3 completely again
- replaced USB cable between PC and daslight with new one
- used different USB ports
- disabled USB selective suspend
- disabled any energy savings


Still the blackouts occur randomly. Sometimes not at all for 12 hours. Sometimes 2 or 3 times in one hour.
Sometimes while someone changed the lights, most of the time nobody is close to the PC at all.
No pattern found so far.

We are unable to find events in Windows. There is also no crash report.

Have you seen this behaviour before ?
We are not sure if the daslight is broken (it's quite new) or if the dvc/era file could cause this.
Everything else should have been checked and/or replaced already.

Regards,
Frank

daniele50
Posts: 7
Joined: Tue Jun 19, 2018 7:57 am
Operating System: Windows

Re: DVC4 Gold random USB disconnects from PC back to 01 causing blackouts

Postby daniele50 » Sun Apr 14, 2019 9:40 am

I have the same problem too. To avoid the blackout I have memorized one scene in the dvc4, so when it goes into standalone it executes the scene 01. Like you I'm trying to understand if the problem it's the device...

daniele50
Posts: 7
Joined: Tue Jun 19, 2018 7:57 am
Operating System: Windows

Re: DVC4 Gold random USB disconnects from PC back to 01 causing blackouts

Postby daniele50 » Wed Apr 17, 2019 10:11 am

If there are no news I will ask for a replacement under warranty... :(

TomHat
Posts: 676
Joined: Tue Feb 23, 2016 9:11 am
Location: France
Contact:

Re: DVC4 Gold random USB disconnects from PC back to 01 causing blackouts

Postby TomHat » Wed Apr 17, 2019 1:28 pm

Hello everyone,

First of, we're very sorry to read about these issues you're having using your DVC interfaces.
This very much sounds like a defective USB connector problem. Please, contact our support team as soon as possible by creating a ticket on this page :

https://store.daslight.com/en/support

We'll take care of this shortly for both of you.
Thank you for using our product. Have a great day.

Regards,
TomHat
--
Daslight Support

Mail : france@daslight.com
Phone (French) : +33 (0) 616 427 588
Phone (English) : +44 (0) 7 481 811 500

SteffenF
Posts: 4
Joined: Thu Apr 11, 2019 6:58 pm
Operating System: Windows

Re: DVC4 Gold random USB disconnects from PC back to 01 causing blackouts

Postby SteffenF » Sat Apr 20, 2019 6:57 pm

Hello TomHat, all,

thx for the offer to replace the daslight. We went to out local shop with this discussion and got a new daslight from them.

The bad news is that the blackout issue also occurs with the new daslight. :-(

It seems to be very bad luck, very unlikely, that both daslights have the same problem .

As workaround I will place now a scene into standalone mode.

Most likely I will rebuild the full dvc and era configuration from scratch now. Unless someone else has another idea / hint.

It's kind of frustrating.

Regards,
Frank

SteffenF
Posts: 4
Joined: Thu Apr 11, 2019 6:58 pm
Operating System: Windows

Re: DVC4 Gold random USB disconnects from PC back to 01 causing blackouts

Postby SteffenF » Mon Apr 22, 2019 6:54 pm

Dear Support,

some PC guy recommended to try to use either
- an external power supply or
- an USB Hub with dedicated power supply or
- an Y-Cable which is usually used if one USB port doesn't provided sufficient V/mA

Which option would be possible or recommended for DVC4 Gold ?

Regards,
Frank

P-Low
Posts: 15
Joined: Wed Feb 27, 2019 9:53 am
Location: Brighton
Contact:

Re: DVC4 Gold random USB disconnects from PC back to 01 causing blackouts

Postby P-Low » Thu Apr 25, 2019 7:39 am

Hello

I have not been able to replicate any disconnection when using the DVC4 Gold with Daslight4. I have had it on test for a few days and running fine with no disconnection issues.

I would advise checking the software and firmware is updated to the current versions.

We have not tested the Y-cable configuration to power the device. It is possible this could help if your computer does not provide the right current and voltage.

We have a Y-cable configuration with a plug adapter for using an android tablet with out Light Rider LR512 interface which works well. I will look at this option as a test for the DVC4 Gold too. There is not a user friendly way to mount an external power supply to power the board, other than in configuration with the Y-cable to connect to the Mini-USB port and enable power and data through it. I would not recommend a USB hub as these can often cause problems when updating firmware etc.

I am currently helping the existing users experiencing this problem through our support ticket system. I would advise any others to follow this procedure too to provide an easier platform to diagnose a problem and then i can update here.

Kind Regards
Daslight Technical Support

P-Low
Posts: 15
Joined: Wed Feb 27, 2019 9:53 am
Location: Brighton
Contact:

Re: DVC4 Gold random USB disconnects from PC back to 01 causing blackouts

Postby P-Low » Thu Jun 13, 2019 10:21 am

Hello

As an update to anyone else researching this topic, we have found a possible cause in older firmware. If you have this problem, you will need to update to firmware 1.12. Currently this is not included in Hardware Manager within software downloads, and will need to contact technical support through our support ticket system to obtain a download link and instructions. Future updates should include this firmware for the DVC4 Gold.You can check by opening Hardware Manager and viewing the list of firmwares compiled, or by simply connecting your DVC4 Gold interface and viewing the update options. If your firmware date is higher than 1.12 then that should be fine too.This information is correct as of this date of posting.

Kind Regards
Daslight Technical Support


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