11.1 Troubleshooting abnormal Encore3 behavior

Unit does not start
SituationSolution
Unit in standby.Press the power button at the front of the Encore3. For more information, see “Waking the Encore3”.
Temperature problem.Ensure the ambient temperature is within specifications. For more information, see “Installation requirements”.
Insufficient power delivery to the unit.
  1. Reseat the power cable.
  2. Ensure the power cable is plugged into the wall socket.
  3. Ensure integrity of the power cable.
  4. Reseat the power supply.
Corrupt configuration of the software.Factory reset the unit. For more information, see “Reset”.
Malfunction power supply.Replace the power supply. For more information, see “Replacing the power supply”.
Malfunction power interposer.Replace the power interposer. Contact Barco customer service support for further assistance. For more information, see https://www.barco.com/en/support.
Power supply not turning on
SituationSolution
AC indicator LED is off: insufficient power delivery to the power supply.
  1. Reseat the power cable.
  2. Ensure the power cable is plugged into the wall socket.
  3. Ensure integrity of the power cable.
  4. Reseat the power supply.
AC indicator LED is green, DC indicator LED is off or amber: malfunction power supply.Replace the power supply. For more information, see “Replacing the power supply”.
Both indicators green: malfunction power interposer.Replace the power interposer. Contact Barco customer service support for further assistance. For more information, see https://www.barco.com/en/support.
Unstable or noisy image
SituationSolution
Temperature problem.
  1. Ensure the ambient temperature is within specifications. For more information, see “Installation requirements”.
  2. Run the temperature diagnostics and replace any card that fails. For more information, see “Temperature diagnostics”.
Specific image is unstable or noisy: bad connection.
  1. Check and reseat the connections to the card with unstable or noisy image.
  2. Reseat the card with unstable or noisy image.
  3. Check and ensure the functionality of the attached peripheral on another device.
Specific image is unstable or noisy: malfunction card.Replace the card with unstable or noisy image. For more information, see “Removing an Event Master card”.
Specific or all images are unstable or noisy: malfunction motherboard.Replace the motherboard. Contact Barco customer service support for further assistance. For more information, see https://www.barco.com/en/support.
No communication between Event Master Toolset and unit over network
SituationSolution
Wrong IP address.Ensure the IP address of the unit and the entered IP address are the same.
Bad connection.
  1. Check and reseat the ethernet connection to the unit. For more information, see “Control connection”.
  2. Ensure the connector indicator is green and speed is detected. For more information, see “Unit ID, IP address”.
Malfunction ethernet cable.Replace the ethernet cable. For more information, see “Control connection”.
Network issue.
  1. Connect the unit to another port on the network.
  2. Resolve the network issue. Contact the local IT department for network support.
Malfunction input board.Replace the input board. Contact Barco customer service support for further assistance. For more information, see https://www.barco.com/en/support.
No communication between Event Master Toolset and unit directly
SituationSolution
DHCP is enabled on the computer.Disable DHCP and use a static network to connect to the unit. For more information, see “Unit ID, IP address” or “About”.
Bad connection.
  1. Check and reseat the ethernet connection to the unit. For more information, see “Control connection”.
  2. Ensure the connector indicator is green and speed is detected. For more information, see “Unit ID, IP address”.
Malfunction ethernet cable.Replace the ethernet cable. For more information, see “Control connection”.
Network issue.Resolve the network issue. Contact the local IT department for network support.
Malfunction input board.Replace the input board. Contact Barco customer service support for further assistance. For more information, see https://www.barco.com/en/support.
Unit continuously reboots
SituationSolution
Corrupt software.
  1. Factory reset the unit. For more information, see “Reset”.
  2. Reload or upgrade the software. For more information, see “Firmware upgrade”.
Malfunction motherboard.Replace the motherboard. Contact Barco customer service support for further assistance. For more information, see https://www.barco.com/en/support.
No read or write functionality with external USB drive
SituationSolution
External USB drive issues.
  1. Reseat the external USB drive
  2. Ensure the external USB drive is formatted in FAT32. Contact the local IT department for additional support on formatting.
  3. Swap external USB drive.
Malfunction internal USB connection.Replace the internal USB cable. Contact Barco customer service support for further assistance. For more information, see https://www.barco.com/en/support.
Internal display too dark
SituationSolution
Brightness setting incorrect.Ensure the brightness setting of the display is correct. For more information, see “Front panel”.
Internal display backlight degradation.Replace the internal display. Contact Barco customer service support for further assistance. For more information, see https://www.barco.com/en/support.
Unresponsive front panel
SituationSolution
Front panel is locked.
  1. Unlock the front panel using Event Master Toolset. For more information, see “Setup”.
  2. Power cycle the unit.
Malfunction front panel.Replace the front panel. Contact Barco customer service support for further assistance. For more information, see https://www.barco.com/en/support.
IP address lost after factory reset
SituationSolution
Factory reset, save IP was not used.Reconfigure the IP address of the unit. For more information, see “Unit ID, IP address” or “About”.
Unable to perform web upgrade
SituationSolution
No internet access.Ensure internet access is available on the connected computer. Contact the local IT department for additional support.