Unhelpful communication from Dolby about media block certificate extensions

[Carsten Kurz]

Are you sure you use the same Dolby FTP server?

[Manfred Fraberger]

He uses the correct Dolby FTP server, but it looks like, that he logs in as anonymous and not as a service technician. If you login at the Dolby FTP as anonymous, then you will only see the directories with certificates and keys, Armand mentioned. But if you log in with the username "service" and the appropriate password, you will get the directory listing which can be seen in Leos post, with software, DLM and documentation.

[Armand Daiguillon]

He uses the correct Dolby FTP server, but it looks like, that he logs in as anonymous and not as a service technician. If you login at the Dolby FTP as anonymous, then you will only see the directories with certificates and keys, Armand mentioned. But if you log in with the username "service" and the appropriate password, you will get the directory listing which can be seen in Leos post, with software, DLM and documentation.

Ah - I see. I think I did put in the correct login stuff - but I may have had "anonymous login" checked off as well. - Thanks !

[Ioannis Syrogiannis]

I have had a couple of servers updated since the package became available. I remember a thread here in which Dolby staff participated as well. Yet, I find the firmware version shown on this table irrelevant to the matter in hand.
Yes, it is nice for the user to know what is the latest and greatest in versions, but people were concerned whether the previous version of firmware would render the media block unusable. Even though, the actual extension procedure did not require a firmware update to such a version, but rather the Security Manager to be on the proper version.
Again, even the idea that some fatal issue could be derived by a version not being in accordance with this list should have been avoided and the info provided should have been restricted to the absolutely necessary.

[Leo Enticknap]

It begins today. Midnight UTC on December 1 was 4p our time yesterday. Almost 12 hours later, I have had no contact so far from owners of pre-IMS3000 DolReMi servers reporting that they don't work, which is a positive sign.

[Ryan Gallagher]

Ruh roh... Houston, we might have a problem. I am getting key ingest fails on DCP2K4 with "failed to detect valid enc/dec system context"

The about screen is reporting:
Product Name: "(missing) DCP2000"
Serial Number: "(missing) 291263"
Firmware Version: "(missing) 21.5c"
Software Version: "2.8.52-0"

Is there a chance we are bricked even though we did certificate extension etc?

[John Thomas]

Reseat your dolphin, but yeah the timing is suspicious.

[Joseph Boutros]

Hi Ryan,

I’m sorry that you are experiencing this issue. Based on the symptoms you've described, it appears likely that the Dolphin media block has not been configured correctly at boot. However, I cannot be certain without reviewing a detailed report of your system.

In particular, if the certificates associated with the Dolphin media block have expired, this could prevent it from successfully establishing communication with the server, resulting in the problems you’re seeing.

To help us diagnose the issue more accurately, could you please generate a detailed report, upload it to the Log Analyzer and share the link with us at CinemaSupport@dolby.com? This will enable our support team to examine your configuration and provide more targeted assistance.

For guidance on how to create a detailed report, please refer to the following article: https://kb.dolby.com/CinemaKnowledgeBase/s/article/How-Do-I-Generate-a-Detailed-Report-on-my-Dolby-…

If you have any difficulty generating the report or need further assistance, please don’t hesitate to let me know.

Best regards,
Joseph
Dolby Cinema Support Services

[Ryan Gallagher]

Hi Ryan,

I’m sorry that you are experiencing this issue. Based on the symptoms you've described, it appears likely that the Dolphin media block has not been configured correctly at boot. However, I cannot be certain without reviewing a detailed report of your system.

In particular, if the certificates associated with the Dolphin media block have expired, this could prevent it from successfully establishing communication with the server, resulting in the problems you’re seeing.

To help us diagnose the issue more accurately, could you please generate a detailed report, upload it to the Log Analyzer and share the link with us at CinemaSupport@dolby.com? This will enable our support team to examine your configuration and provide more targeted assistance.

For guidance on how to create a detailed report, please refer to the following article: https://kb.dolby.com/CinemaKnowledgeBase/s/article/How-Do-I-Generate-a-Detailed-Report-on-my-Dolby-…

If you have any difficulty generating the report or need further assistance, please don’t hesitate to let me know.

Best regards,
Joseph
Dolby Cinema Support Services

Thank you Joseph. I’m stuck in a production meeting and will dive into further diagnosis after lunch.

[Ryan Gallagher]

Hi Ryan,

(snip)

Best regards,
Joseph
Dolby Cinema Support Services

I have emailed logs (current, plus our prior October one where we confirmed no issues after doing a date/time patch too) to the service email Joseph.

If anyone is playing along I'll start a separate thread.

[Tony Bandiera Jr]

Ruh roh... Houston, we might have a problem. I am getting key ingest fails on DCP2K4 with "failed to detect valid enc/dec system context"

The about screen is reporting:
Product Name: "(missing) DCP2000"
Serial Number: "(missing) 291263"
Firmware Version: "(missing) 21.5c"
Software Version: "2.8.52-0"

Is there a chance we are bricked even though we did certificate extension etc?

Funny that... in the film days the only way a projector would suddenly fail to work, i.e. become BRICKED, is if someone literally threw a brick at it.

Oh, and FYI "Bricked" has a whole different meaning amongst teens and young men these days....

[Ryan Gallagher]

Reseat your dolphin, but yeah the timing is suspicious.

Dolby confirmed it was not certificate related upon viewing our logs. They also suggested reseating the dolphin as a "long shot".

Happy to report, although she is till open to the world and booted in test, she came up good after the reseat.

Boy howdy what a day to pick to have this separate issue crop up. We panic ordered the 3 blu-rays we did not have for our holiday bookings before I even attempted to sort this out, fearing the worst.

Edit: I think i'm gonna blame this one on a weather change. We had our first real cold snap last night, building went into heating mode, and the booth is easily 8deg warmer than it's normal cooling mode temp.

[Frank Cox]

in the film days the only way a projector would suddenly fail to work, i.e. become BRICKED, is if someone literally threw a brick at it.

I've mentioned before that this is the only industry that I know of where equipment worth tens-to-hundreds of thousands of dollars is deliberately designed to fail to work.

[Leo Enticknap]

We're now over 24 hours since the guillotine fell on pre-IMS3000 media blocks. Our service enquiries email address hasn't received anything reporting dead media blocks, I haven't personally by email or phone, and none have been reported to me from the office. So it looks like Dolby's and Deluxe's sustained efforts to get the word out over the last year and a half have paid off.

Ryan - that sounds like what my Five Nights at Freddy's obsessed son would call a serious jump scare! Talk about a nasty coincidence....

[Ryan Gallagher]

We're now over 24 hours since the guillotine fell on pre-IMS3000 media blocks. Our service enquiries email address hasn't received anything reporting dead media blocks, I haven't personally by email or phone, and none have been reported to me from the office. So it looks like Dolby's and Deluxe's sustained efforts to get the word out over the last year and a half have paid off.

Ryan - that sounds like what my Five Nights at Freddy's obsessed son would call a serious jump scare! Talk about a nasty coincidence....

Yeah right! What was I going to tell all those drunken elves tomorrow showing up after their pub crawl in full costume??
Okay, not really, we already had ELF on blu-ray in the booth if needed.
But the idea of a bunch of sobby drunk elves is more fun to think about. ;-)

Instead we saved Christmas, like they do in every Holiday movie ever made. Although it was a close call. I only ingested a key today cause we happened to have a maintenance day and production meeting. Without that I might have strolled in an hour before doors like normal and discovered it then.