IMS3000 Service Door Armed "BROKEN" Error

[EJ Feulner]

Hello all- long time first time! I have an ims3k at a vip room that is showing an error I have never seen before. We are trying to perform the marriage with a Series 2 barco DP24-10. We had to replace the IMS boot drive and now we get this error. The two LEDs on the IMS are RED/RED which means Marriage is not activated; physical marriage is broken.

I don't even know what a Service Door is on an IMS? Anyone know how to clear this error? SW: 3.21.8-0; SN: 367489. We have a case open with Dolby butwe need to get this working asap. Pics show the LEDs and the error on the IMS. Thank you. EJ

Screenshot 2025-10-17 115606.png


IMG_3812.jpg

IMG_3813a.jpg

[Ryan Gallagher]

If no one has a quick answer I was just give dolby support a call (perhaps you already did based on the case number). The "door" language is certainly confusing there!

[EJ Feulner]

If no one has a quick answer I was just give dolby support a call. The "door" language is certainly confusing there!

Yeah thanks Ryan. We have a case open already with Dolby and they are usually pretty responsive but they said they need some time to figure it out. LOL

[EJ Feulner]

Hey guys, Turns out that projector doesn't have a dallas key port. My techs on site mistakenly thought the 6 pin connector for the touch screen controller was a different type of dallas key. The issue still exists as the IMS will not take the marriage- the process seems to be correct on the projector side yet the IMS won't perform it. Dolby has given us a bypass for a few months but that doesn't fix the problem and we will be back here again in January with the marriage not working. Thanks and sorry for a dumb question about the dallas key. EJ

Screenshot 2025-10-17 144033a.png

[Caleb Williams]

Hi there, can you post a screenshot of the projector config on the IMS?

When you replaced the boot drive did you restore from backups or did you reapply settings manually? Also, is the new boot drive on the same software version as the old one?

I did not know that a dlm could be used to bypass marriage failures, that is interesting on its own

[Miguel Moreno]

You don´t need dallas key. it has a key button. just press the key and type the psw.

[EJ Feulner]

Hi there, can you post a screenshot of the projector config on the IMS?

Will post down below

When you replaced the boot drive did you restore from backups or did you reapply settings manually? Also, is the new boot drive on the same software version as the old one?

Restored from a backup and yes on the same software version.

I did not know that a dlm could be used to bypass marriage failures, that is interesting on its own

Me neither. Its in a studio head's winter home and they go in residence starting Monday so it is pretty important.

Screenshot 2025-10-17 155937.png

[EJ Feulner]

You don´t need dallas key. it has a key button. just press the key and type the psw.

Yeah we know now. Unfortunately my techs working on site last week were told by barco the only way to clear the error was with the dallas key. They aren't up to speed on DCI machines and that info never filtered up to me. So we went back today with a dallas key and here we are with an IMS that won't accept the marriage command from the projector. Uggg

[Miguel Moreno]

Could you check that all the projector covers are properly inserted? Perhaps you performed maintenance on the light engine and a switch wasn't properly closed?

[EJ Feulner]

Could you check that all the projector covers are properly inserted? Perhaps you performed maintenance on the light engine and a switch wasn't properly closed?

Thanks Miguel, i wish it was that simple but we have triple checked all the projector panels which haven't been off the machine any way.

[Caleb Williams]

If Dolby hasn't recommended it already, can you delete the config for the projector, reboot the IMS3000, then re-add it and try marriage again?

Also 10/10 on cable management. Looks great!

[Rick Cohen]

It appears the problem began with the replacement of the SSD boot drive. Did the tech restore the system with the correct software package from Dolby? If not, then that could be the cause of the problem. You definitely need to communicate with Dolby for a solution. It may be as simple as re-flashing the software. The replacement SSD boot card may also be defective. Send a detailed diagnostic log to Dolby and wait for their response. Replacement of the SSD boot drive is a fairly simple procedure but it still needs to be performed by a qualified service technician. Whether it is a faulty boot drive or if the tech failed to properly install the software package, it should be fairly easy to resolve.

[Leo Enticknap]

The procedure I use after replacing a boot flash drive (either with a USB emergency one, or a new permanent one on the motherboard) is as follows:

1. After initially booting, the projector should only show a service door tamper, not an IMB marriage error, because it can't communicate with the IMS3000 at this point. Don't do anything on the projector side.
2. With the IMS3000 still on its factory default IP address(es), update the software/firmware bundle to current, getting rid of any server/media block version mismatches that appear in the process
3. Configure the IMS3000's IP address(es).
4. Configure the IMS3000 to see the NAS, if applicable. If you're using the internal RAID, skip this step.
5. Create an entry for the projector in the device manager, save the new entry, push F5, and ensure that "Certainty" appears an an extra entry. At this point, the projector should show an IMB marriage error as well as the service door tampers.
6. Now, and not before, clear the tampers and marry the projector to the IMS3000 using the Dallas key or button, depending on the Barco model. You should get a green tail light on the projector, and six green indicators on the IMS3000.
7. Go to backup manager in the control panel. It should now see a recent backup from when the previous drive was in use (because these are stored automatically on the RAID, not the boot flash drive), and offer to restore it. If it does, restore it. If it doesn't, restore from the backup that you should have downloaded and stored somewhere else at the end of the initial install. However, when restoring, make absolutely sure that you DO NOT include the "identity" category:

image.png

If you do, then a security certificate can sometimes get corrupted, with the result that the IMS3000 will reject any KDMs that you ingest until Dolby gives you a patch to fix this (and if the reason for restoring is that you have just replaced an entire IMS3000, not just the boot flash drive, then this absolutely will happen if you restore the identity).

8. Reboot the IMS3000 if prompted to, and everything should now be good to go.

[Elia Orselli]

As SM3 and SM4 leds are both red, the IMS is not ready for marriage, but the cause is probably projector side. Projector tail light is red? If so, the communicator will give you some more detail. I would reseat IMS, ICP and check that top and left side covers are correctly in place and the safety switches are working properly.

[Leo Enticknap]

If I had to place a bet, it would be that after swapping out the boot drive, an entry for the projector in the device manager was not created, nor a settings backup restored. The IMS3000 won't offer to restore a backup from the RAID (which will contain the projector settings) unless you go to backup manager in the control panel, at which point it'll offer to do so if it sees that the current configuration does not match that of the last auto-backup. But you have to go there.

If the IMS3000 hasn't been told what sort of projector it's in and what its address is, it won't be able to see any status info related to marriage and the SM LEDs will give the "physical marriage is broken" indication, even if you've cleared the tamper on the projector side using the Dallas key. You need to have a valid device manager entry for the projector in place (you can confirm that it's valid by saving the entry, then F5, then checking to see that a second entry called "Certainty" has appeared), and then for the projector to see an IMB logical tamper, before the marriage can be done.