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

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SteffenF
Posts: 1
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: 644
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


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