# Troubleshooting

### Known issues

<table data-view="cards" data-full-width="true"><thead><tr><th>Issue Summary</th><th>Description</th><th>Affected Software<select multiple><option value="K45mwCJYG3sU" label="HOLOPLOT Control" color="blue"></option><option value="YQEfmFxkAfaX" label="HOLOPLOT OS" color="blue"></option><option value="WE1TtSE7ISCg" label="HOLOPLOT Plan" color="blue"></option></select></th><th>Affected version</th><th>Status<select><option value="Tmd4fcESUMBY" label="Open" color="blue"></option><option value="xZoX1RbtvaFz" label="Closed" color="blue"></option></select></th><th>Workaround</th><th>Resolution</th></tr></thead><tbody><tr><td><strong>Health reporting in redundant setups</strong></td><td>Health reporting of HOLOPLOT Controllers in redundant setups is currently incorrect. </td><td><span data-option="K45mwCJYG3sU">HOLOPLOT Control</span></td><td>2.0.6</td><td><span data-option="Tmd4fcESUMBY">Open</span></td><td>–</td><td>You need not take any action; we’re preparing a fix for an upcoming release (OS 2.1.0)</td></tr><tr><td><strong>Metering stops when switching projects</strong></td><td>The Metering may stop reacting when switching between projects in HOLOPLOT Control.</td><td><span data-option="K45mwCJYG3sU">HOLOPLOT Control</span></td><td>2.0.6</td><td><span data-option="Tmd4fcESUMBY">Open</span></td><td>If metering stops working after switching between projects, close all open browsers connected to HOLOPLOT Control, wait 15 seconds, and reopen the page.</td><td>You need not take any action; we’re preparing a fix for an upcoming release (OS 2.1.0)</td></tr><tr><td><strong>Routing persists when switching projects</strong></td><td>The routing of a deactivated project is applied to another active project. This behavior might occur when two projects are loaded in HOLOPLOT Control created from the same HOLOPLOT Plan project, enabled by the "Save as…" option. </td><td><span data-option="K45mwCJYG3sU">HOLOPLOT Control</span></td><td>2.0.6</td><td><span data-option="Tmd4fcESUMBY">Open</span></td><td>Rebooting the modules will clear the routing information of the previously active project. </td><td>The issue has been fixed in the upcoming release of OS 2.1.0</td></tr></tbody></table>

### HOLOPLOT Control interface

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<summary>Why can't I access HOLOPLOT Control on my browser? </summary>

If you experience issues with loading HOLOPLOT Control on your laptop or desktop that is connected to the HOLOPLOT system, walk through these steps:

1. Ensure the controller is powered and booted (fan revving up when powered?)
2. Press the power button behind the front grill if not booted yet
3. Confirm the Gigabit 1 port is connected to the switch/router
4. Confirm the laptop is on the same network
5. Confirm the controller can be accessed by typing in the IP address directly in the browser (run IP scan if necessary to determine IP)

#### If the problem persists:

1. Confirm IDRAC port is connected in case HOLOPLOT remote support is needed.
2. Confirm the network has an internet connection in case remote support is needed.

</details>

<details>

<summary>What should I do if the interface of HOLOPLOT Control appears empty?</summary>

If you cannot see some or any Modules in HOLOPLOT Control, check these parts:

1. Make sure the module is powered on.
2. Ensure the module is connected to the dedicated network, carrying a switch and router (DHCP server) through the primary Uplink port.
3. See if the module appears in Dante Controller and check for IP range.

</details>

### Configuring the system

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<summary>What should be done if controllers cannot connect to the cloud due to a lack of NTP sync between controllers?</summary>

If you encounter issues with module status toggling between online/offline and your controllers cannot connect to the cloud due to a lack of NTP sync between controllers, follow these troubleshooting steps:

1. Check internet connection: Verify that your laptop has a wired internet connection.
2. Ping time servers: On your laptop, ping "time1.google.com" or "time.google.com" to ensure they are reachable.
3. Ensure Internet access: If any of the above points fail, ensure your setup has Internet access and is not blocked by firewall settings.
4. Check switch settings: Examine the switch settings to which Modules and controllers are connected. Confirm if IPv4 and/or IPv6 routing is disabled.
5. If routing is enabled, disable it on all relevant switches and restart all controllers.

Following these steps, you can troubleshoot and resolve issues related to module status toggling and cloud connection without NTP sync between controllers.

</details>

<details>

<summary>I have no sound coming from a specific module or array</summary>

If you have no sound coming from a specific module or array, walk through these steps to locate an issue:

#### Connection, hardware and 3rd party sofware components

1. Validate power to the module
   1. MD96:&#x20;

      Validate power connector to the module and ensure rear display reads information.
   2. MD 80-S&#x20;

      Validate Sub connections (Sublink Ethercon, Power EP and Power Sub Amplifier). Interconnections need to be established before booting the module otherwise it will come up as unset. If  the module is in unset mode, proceed with next step.
   3. Power cycle the sub
2. Confirm network connections by scanning/pinging the module's IP address
3. Check Dante Controller four routing and critical events
4. Check Dante Controller for audio input and output
5. Test network cables

#### HOLOPLOT configuration

1. Confirm a project is loaded and inputs assigned
2. Confirm health status (esp. temperature) & metering
3. Confirm overall system health
4. Check input metering
5. Check output metering, check Mute and Solo buttons
6. Validate signal path on per channel basis

</details>

### Updating the system

<details>

<summary>What should I do if a module becomes stuck during an update?</summary>

If you experience an issue when updating a module where the update is stuck:

1. Make sure your network is still hooked up to the internet.
2. Wait at least 2-3min.
3. If the problem persists, power cycle the module.
4. Observe the update process.

If the problem persists, contact <support@holoplot.com>

</details>