Troubleshooting
Welcome to our Troubleshooting FAQs page. Here, you'll find answers to common questions and solutions to issues you may encounter while configuring, operating and maintaining a HOLOPLOT sound system.
Known issues
HOLOPLOT Control temporarily unresponsive
When a Controller loses power, HOLOPLOT Control on the remaining Controllers can show a Gateway Timeout or not respond for up to about 2 minutes, until the system has detected the lost Controller. The Controller cluster automatically recovers and continues to work with two out of three nodes. Audio playback continues uninterrupted, and Processors and modules are not affected.
2.6.2, 2.6.3
No action needed. HOLOPLOT Control responds again on its own.
Improved in 2.6.3: Processor audio is no longer interrupted and no Processor failover is triggered when a Controller goes offline. Under investigation
Control link temporarily reported as "Unknown" after a network disconnect
When the active control network connection (primary or secondary) to an audio module is disconnected, the module may temporarily report its control link state as "Unknown" until it re-establishes communication over the other control network link. During this transition, the connection between HOLOPLOT Control and the module may be interrupted.
2.6.2, 2.6.3
No action needed. Audio playback continues uninterrupted while the module re-establishes its control link.
Improved in 2.6.3: the module re-established communication after about 6 seconds in HOLOPLOT's testing, compared with 26 seconds on 2.6.2
Inconsistent pairing and power status display
In rare cases, the Devices and Module Pairing pages in HOLOPLOT Control may display inconsistent module pairing and power status, showing modules as unpaired and sleeping while they are actually offline or removed.
2.6.2
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Fixed in 2.6.3
Reconnect dialog does not reconnect after a Controller goes offline
When the Controller that HOLOPLOT Control is connected to goes offline (fatal failure, power-off or reboot), the reconnect dialog lists the remaining Controllers, but selecting one can fail to reconnect HOLOPLOT Control. Audio playback continues uninterrupted.
2.6.3
Open HOLOPLOT Control at the address of another Controller. If it is not available immediately, it will be within about 2 minutes after the Controller went offline. The Public System API may remain available during this time, depending on which Controller the venue control system is connected to. Consider having the venue control system try the other Controllers in turn.
Under investigation
Modules temporarily lose control after a Controller goes offline
When a Controller goes offline (fatal failure, power-off or reboot), some modules that were connected to it have to reconnect their control communication to another Controller. HOLOPLOT Control shows these modules as offline until they have reconnected, which can take up to about 4 minutes. Until then, an affected module does not follow control changes, such as a mute, from HOLOPLOT Control or the Public System API. This can also affect a module that HOLOPLOT Control shows as online.
2.6.3
No action needed. Audio playback continues uninterrupted, and the Controller cluster resolves this automatically.
Under investigation
Monitoring temporarily unreliable after a Controller goes offline
When a specific Controller goes offline (fatal failure, power-off or reboot), some monitoring services can be unreliable for up to about 3 minutes. During this time, HOLOPLOT Control can keep showing the lost Controller as online, show some modules as offline, and show unreliable or no metering for some modules.
2.6.3
No action needed. Audio playback continues uninterrupted, and the Controller cluster resolves this automatically.
Under investigation
Controller shown offline after a reboot
In rare cases, after a Controller reboot, HOLOPLOT Control can show that Controller as offline although it is up and running. Display issue only.
2.6.3
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Under investigation
Manual failover to an unhealthy Processor is reverted immediately
Automatic failover is triggered when the active Processor's health is worse than Warning, but HOLOPLOT Control allows a manual failover to a Processor in an Error state. After a manual failover to such a Processor, the system immediately fails over automatically back to the healthy one. This applies in both directions, from Main to Backup and from Backup to Main.
2.6.3
Unpair the healthy Processor before debugging or testing the unhealthy one.
Under investigation
Short audio dropout when a Processor rebuilds its connection to the Controllers
In rare cases, the active Processor has to fully rebuild its connection to the Controllers' internal messaging. It then reapplies its audio configuration, which can interrupt audio for up to about 2 seconds. Ordinary Controller outages and network interruptions do not cause this.
2.6.3
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Under investigation
Preset change lost while a Controller rejoins the cluster
A preset change made in HOLOPLOT Control at the moment a Controller that was disconnected from the other Controllers rejoins the cluster can be lost without an error message.
2.6.3
Check that the preset is active and change it again if needed.
Under investigation
Processor starts its previous firmware on the first restart after an update
On the first restart after a firmware update, a Processor starts its previous firmware version and is then switched back to the current version automatically. This delays start-up by about 2 minutes. Later restarts are not affected.
2.6.3
No action needed.
Fix in progress
HOLOPLOT Control interface
Configuring the system
Updating the system
Last updated
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