Film-Tech Forum ARCHIVE: Extron Seamless Switcher Crashed Hard

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Posted by Randy Stankey (Member # 64) on 05-22-2011, 07:36 PM:

We use an Extron ISS 506 seamless switcher to control video for our on-screen video presentations. During the setup for a repeat showing of the Met Opera the thing crashed hard and I was unable to reset it.

http://www.extron.com/product/product.aspx?id=iss506&subtype=220

Had to cable around the switch and bypass it. Luckily, I was able to get away with using only one player so only one input/source needed to be used.

After the show, I tried to reset the device. No luck.
Any ideas on what do do?

The display reads, "Initializing. Please Wait..."
It just stays on that screen, even after a couple of hours.

None of the other lights or indicators on the screen are illuminated.
No output. Accepts no input. No controls have any effect. Web interface is non-functional.

Tried unplugging the unit. Negative results.
Tried pressing the reset button for ten seconds. (Several times.) Negative.
Tried unplugging the device, waiting for a minute then plugging in while pressing the reset button. Again, negative results.

Have not tried getting in through the RS-232 port but I don't expect that to work if nothing else will.

Can anybody give any clues? I've got to use this device again in another week.

Posted by Steve Guttag (Member # 268) on 05-23-2011, 05:45 AM:

Extron has a steller service/support system...your dealer should be able to arrange for its repair (warranties are normally in the 3-year period too).

Call their support hot-line at 800.633.9876.

-Steve

Posted by Randy Stankey (Member # 64) on 05-23-2011, 08:30 AM:

That was going to be my next move but, on a Sunday, they're not available.

I had to call a guy from the local A/V supply to bring some BNC barrel adapters. (Not the contractor I've been telling you about. Another contractor.)
That's how I bypassed the switcher. I just joined the input and output cables with barrels.

Anyway, when the guy came to deliver the stuff, he took a look at it. He said he has never seen an Extron crash like this. All the panel buttons were out. None of the controls worked. No input our outputs were operational. The only thing that was lit up was the text display which said, "Initializing..." Nothing else.

The A/V guy also tried rebooting it. Unplugged for 30 seconds & replugged. Pressed the reset button several times. No effect. The thing is still wedged.

I'll have to call them later today.

Posted by Randy Stankey (Member # 64) on 05-23-2011, 11:29 AM:

UPDATE: Returning unit to manufacturer for repair.

Spoke to tech. support by phone. No solution found. Their tech. support engineer suspects a hardware malfunction. Unit is on the way to their facility as we speak.

For information purposes, their warranty covers all parts and labor, including shipping for the first three years from date of purchase. Repairs after that cost $375.00 + shipping. They will accept payment via company check or credit card.

Their estimated turn-around time on repairs is 72 hours or less, depending on the problem. (Shipping time not inclusive.)

Thanks for your help! Will try to remember to post an update upon return of the unit.