Film-Tech Forum ARCHIVE: Help with Doremi IMS1000

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Posted by Geoffrey Hudson (Member # 7456) on 03-28-2017, 05:30 PM:

Hello. Bear with me for some possibly naive questions.
I am just getting the hang of using the web interface via Firefox to work with our Doremi IMS1000. I am afraid I may have accidentally created a problem where I am "locked out" now.

When I attempt to log in the way we always have, the log in screen comes up with the message: "1 user already connected." I can't seem to get past this to anything else.

I have powered off the projector and tried again a couple times but this is all it will do.

What could be going on here? We have an event in 2 days where we'll need to run some DCP and I'm getting worried!

Posted by Dave Macaulay (Member # 813) on 03-28-2017, 05:44 PM:

That message is normal if someone disconnects without logging out, it lasts until the IMS is rebooted. You should be able to log in as normal, the login screen should appear like always. Try a different browser or at least clear the cache.

Posted by Geoffrey Hudson (Member # 7456) on 03-28-2017, 06:01 PM:

This started yesterday. Still going on today after unit sat powered off over night.

I've tried clearing the cache on firefox and tried to log on from Internet explorer instead. Same thing!

Also, if I try and log in as something different, I tried "doremi" with password doremi, it then turns around and says "2 users already connected."

Posted by Dave Macaulay (Member # 813) on 03-28-2017, 08:29 PM:

It seems like you have logged in but cant get out of the login page? Strange.
Call Dolby. There is a way to get diagnostics without logging in described in the manual. You use a specially prepared USB thumb drive. The Dolby techs will probably want a diags package.

Posted by Carsten Kurz (Member # 5396) on 03-29-2017, 05:31 AM:

There is a Tech-Note on Doremis support site dealing with this issue, technical bulletin 112:

http://support.doremitechno.org/index.php/component/jifile/download/Nzg xM2NlMWY3M2RhYmQzMTRmNmFhNDllYTQwNmExM2Y=/technical-bulletin-112-ims-corrupt-hdd-issue-004126-v1-0-pdf

It can not be solved easily as the error message would suggest for other 'standard' cases of multiple users being logged in, as the reason for this issue is more complicated. If you have upcoming showings, contact a tech or Dolby support immediately.

It may be that a fix involves wiping all your RAID content, so keep all your distribution drives on site or try to get a hand on the content needed for your next screenings from other local cinema operators if you already returned those drives.

From what I understand about the issue it seems the problem could be solved by other means as well (erasing all hard discs externally and rebuilding the RAID), but I have never done this myself and would only recommend trying it as the very last resort if tech support will not be able to help you.

Always follow proper shutdown procedures with the IMS1000!!!

- Carsten

Posted by Geoffrey Hudson (Member # 7456) on 03-29-2017, 02:47 PM:

Thanks guys! I was able to get on the phone this afternoon with someone from tech support at Dolby this and he had us back up and running in maybe a half hour. Basically, had me install Teamviewer on my laptop networked to the doremi and then he remotely installed a number of system updates we needed, overwriting whatever was wrong in the process. Was impressed with their quick help. Would have have put a major dent in a 3 day film festival we have this weekend otherwise. [Smile]