Horus/Hapi troubleshooting tips

This is the historical repository of Merging related FAQs, known issues, tips & tricks.
The current Knowledge base is now located at https://confluence.merging.com/display/PUBLICDOC/
Forum rules
This is the historical repository of Merging related FAQs, known issues, tips & tricks.
The current Knowledge base is now located at https://confluence.merging.com/display/PUBLICDOC/
Ricardo Ryan
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Joined: Wed Jul 14, 2004 12:19
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Horus/Hapi troubleshooting tips

Postby Ricardo Ryan » Mon Aug 05, 2013 15:31

Horus/Hapi troubleshooting tips.

Find below a few recommendations and frequent questions and answers.

We recommended that Horus and Hapi users run the latest certified firmware:
Verify your Horus/Hapi firmware version by going to the Horus Setup menu and open the System info page to verify the firmware version installed. Refer to the Horus User Manual Firmware Update section in order to proceed with a Firmware update.

Note: During a firmware update do not perform a browser refresh, simply wait until the update is completed and a Shutdown message is displayed.

Rollback Firmware:
Users that need to rollback to a previous firmware version can do so, as long as you stick to recent versions (dating from the current year).
Note: Merging does not guarantee perfect functioning when using dated firmware with recent Pyramix versions.

How to provide Merging Support with a debug dump file of the Horus
In critical circumstance, contact support@merging.com and ask for the Horus Report document procedure

My Horus shows a white screen at start up
Recommendation: Shutdown and Power ON your Horus, This is known to happen if the voltage of your Horus is not calibrated correctly. Contact Merging Support or your local dealer in order to have access to the Technical Document on the voltage adjustment.

My Horus starts up but stays on the Horus logo
Recommendation: Shutdown and Power ON your Horus in Maintenance Mode and perform a Firmware update to the latest version http://www.merging.com/horus/download .Please refer to the Horus Firmware update guide.

Horus does not start up, no reaction to Power ON button pressing.
Recommendation: Do a complete shutdown of the Horus and power off at the back of the unit. Wait a few seconds and Power back ON the Horus, it should now be starting up. Contact Merging Support or your local dealer in order to have access to the Technical Document on the voltage adjustment

At which temperature should you start to worry?
Recommendation: Above 60 degrees you should start to monitor the situation and make sure that your Fan is turning. If the temperature continues to rise consider shutting down the Horus in order to cool it down. The Horus temperature can be monitored under Setup>System info

The Horus/Hapi is missing a Module (A/D or D/A) after start up.
Recommendation: Shutdown and restart the Horus/Hapi cleanly. If it is still missing try to restart in maintenance mode and install the latest firmware version. Contact Merging Support if the problem persists.

Note: AD standard modules will not be seen at sampling rates higher than 192 kHz, only the AD premium modules will be seen in such case. The Horus/Hapi Module Capabilities chart is available below.

My Horus/Hapi AD levels seems to be different on some channels.
Recommendation: Please perform a test with a generator in order to make sure that each input channel is at the same level. If you encounter level mismatch please contact our Support team.

My Horus/Hapi AD inputs have noise on some channels when monitoring from the DA or Monitor.
If this is happening when you are in RAVENNA mode, Horus users should verify if their signal is clean by performing a standalone test.
1. Go to the Horus/Hapi >SetUp>Routing page
2. Select DA (or Monitor) and select as a source the AD module where your signal comes from
3. Now monitor the DA outputs (Or Monitor outs)
If the signal is clean it indicates that your issue is software/RAVENNA related. In such case please refer to the Known issues Pyramix section, you will find under your Pyramix version a RAVENNA chapter. [/i][/b] http://forum.merging.com/viewforum.php?f=18
If the signal remains noisy, please contact the Merging Support team.

I have a small distortion or clicks on my Horus/Hapi AD inputs.
- Make sure that your Horus/Hapi sampling rate is matching the Pyramix one and that the Pyramix Core is not red.
- Verify your synchronization under the Horus i/o & sync page. Make sure that the status is locked and green
- Make sure that if running Pyramix MassCore that your Core indicator is not red (peaking). It might also be good to try having fewer connections enabled under RAVENNA Easy Connect. Only enable what is necessary since the Enabled Connections will consume system and network resources.

Cannot route a module to another module (example: A/D routed to the MADI internally)
See Horus/Hapi User Manual routing chapter. The Horus/Hapi Module routing menu describes where the signal for each module in the Horus/Hapi is coming from. Each button will go to a sub-menu that allows the user to change the origin of the signal feed to that specific module.
Example: How to route the A/D to the MADI input internally
The A/D must been routed from the destination Module (in this case the MADI routing page)
1. Select the Horus Routing Page
2. Select the MADI module
3. At the bottom of the MADI Routing page select A/D (MADI routing is supported for banks of 8 channels)
4. It should then show up in the Output Source Section of the MADI Routing page

PTP sync takes some time before locking and Pyramix is continuously dropping during that time
Recommendation: Only perform realtime operations when the PTP sync is green and locked, it should take only a few seconds. Make sure you have the latest firmware version installed.

The Sync indicator within Pyramix keeps blinking yellow
Recommendation: In such case it most probably means that you have enabled the TC Ref under RAVENNA Easy Connect or ANEMAN, this requires that you feed a proper Video reference to the Horus. Please verify your configuration.

The Horus/Hapi and the Aurora interface do not always locked properly
Recommendation: We recommend that you disable the Aurora Anti-Jitter option.

The Horus/Hapi is not always visible under the MT Discovery tool
Recommendation: If the problem occurs with the Horus in network Manual mode make sure that your system Ethernet card is configured (TCP/IP) to obtain the IP address automatically. On some systems it might be preferable to start up the Horus after the Pyramix system for good recognition in MTDiscovery. You can also try to type the Horus IP address directly in your Chrome Browser to see if it finds the Horus.
If the problem persist for user that have the MassCore Ethernet PCIe card please download the script below.
Unzip and run the .bat on the system with Administrator rights. Do not run during realtime audio operations. It should re-discover the Horus.

If the problem yet again persists, retry restarting the Horus or MTDiscovery or your System. Ultimately simply take not
of the Horus IP Address in the Setup>Advanced>Network page and type the address in your Chrome browser
in order to open the Horus remote web access. You could also try to restart the service named “Service
Bonjour” under Windows services.

My Horus/Hapi outputs are not appearing in Ravenna Easy Connect or ANEMAN
Make sure that the Horus output modules are all turned to RAVENNA.
Example : Setup > Modules > AES1 : Output source must be set to RAVENNA (output source).

When installing Pyramix my Horus/Hapi remote Web application no longer communicates with Horus/Hapi
When performing the Pyramix installation we are stopping the MassCore PCIe Ethernet card and services for driver’s updates. After the Pyramix installation your Horus/Hapi should be back online. Also make sure that your Windows firewall is turned off.

Cannot open the Horus/Hapi when in Maintenance mode, the entry is not present in MT Discovery.
1. First launch MTDiscovery and open the Horus/Hapi Maintenance Mode entry
2. If such entry does not show up, reboot your system and retry
3. Also verify that your Network card is set to Automatic IP addressing (see Horus User Manual as Horus/Hapi in maintenance mode requires the Auto IP mode)
In case none of the above works try to access the Horus directly from your Chrome browser
4. First make sure that the Horus/Hapi if well connected to your system via Ethernet, be aware that the Port or Switch must be Gigabit.
5. Verify that you are using Ethernet cable category 5E or 6
6. On the Horus Maintenance TFT screen take note of the written IP Address
7. Type this address in your Chrome browser followed by :8080
You should now have access to the Horus remote Maintenance page and be able to update your Horus firmware.

My Horus/Hapi Ethernet port looks to be down and not working (no light indication).
Recommendation: The Ethernet link to the Horus must be a Gigabit one. It is mandatory to connect the Horus to a Gigabit Ethernet port or switch connections, for remote access or for a RAVENNA setup with multiples Horus/Hapi. See RAVENNA MassCore Guide for example or certified switch and configurations. Do not try to use the Horus/Hapi when connected to a 100MB Ethernet port or switch.

Cannot chose the folder destination of my saved to disk Horus/Hapi Preset
Recommendation: In order to be able to rename the Horus/Hapi preset file at save the Chrome browser users will need to adjust this Settings.
1. Go in Chrome Settings
2. Click on Show advanced settings
3. Under Downloads, check the box « Ask where to save each file before downloading »
Now when clicking on « to Disk » a window pops up that allows you to change the name of the preset (.bin) file prior to saving it

My Horus/Hapi remote web access display is not accurate with what it should be
Recommendation: Make sure that you are using Google Chrome as your default browser. You can also try out a force refresh (CTR + R then CTRL + F5) usually sorts the problem and forces your browser display to update.

Horus errors reported on TFT screen
"Primary Power Supply Failure";
"Secondary Power Supply Failure";

Meaning: One of your Power supply is down, it is recommended that you eventually shutdown the Horus and verify your power cord connections. This message can be displayed if you have a redundant power supply that is not connected.

"Two Power Supplies Required"
In case of more than 3 A/D are present
Meaning: We will automatically detect the need for an additional power supply if your configuration requires it. Verify that both your Power supply are operational. It is recommended that you eventually shutdown the Horus and you have adequate power cord connections. For more details please refer to the “Redundant power supply options” describe above in this User Manual.

"Temperature too high";
Meaning: You are exceeding the maximum recommended operating temperature of 65[C]. Configure your cooling mode to High or immediately shutdown your Horus. Note the Temperature
lecture can be viewed under the System Info page

"Fan failure"
Meaning: Make sure that your Fan is not blocked by an object or by its spacing rubber joint. It may happen that during transport the rubber joint is just slightly displaced and may prohibit the fan to spin correctly. In such scenarios just pull gently (from inside the Horus) on the fan to make space for the rubber joint to readjust nicely.

"Ethernet input: GP fifo overrun";
"Ethernet input: GP descriptors fifo overrun";

Meaning: The Ethernet communication is overloaded. The bandwidth is too small. Verify your set up, take note that a RAVENNA Network configuration must be running on a dedicated and certified Merging Switch. If problem persists contact our support team.

"Ethernet input: Audio packet still pending";
"Ethernet input: Audio pipeline too small";
"Ethernet input: Wrong sequence number";
"Ethernet input: CRC error";
"Ethernet input: Queue mix error";
"Ethernet input: Audio buffer too small";
"Ethernet input: SSRC mismatch"

Meaning: Error on the incoming RAVENNA streams. There might be click on the physical output of the Horus. Verify your set up configuration and wiring.
If problem persists contact our Support team.

"Ethernet input: Unknown error";
"FPGA memory: Timeout";
"FPGA memory: Unknown error";

Those errors are critical, in such case Contact Merging Support

How to reset the Horus/Hapi to its factory settings?
This can be at times necessary if you have RAVENNA connections problems or if you are lost in your Horus/Hapi configuration and would like to return to the default setting.
On the Horus/Hapi simply go to the SetUp>Presets and perform a “Reboot To Factory” settings. Once selected we will reboot the Horus/Hapi to the default factory configuration. The Current configuration will be lost but all the saved presets will be kept and can be reloaded.

What are the Horus Modules Capabilities
Find here below details on each of the Horus modules and sampling rate support.

Does my Horus/Hapi has DHCP support and how should my network be configured
Horus has no DHCP-server capability neither does the Merging PCIe Ethernet Controller Card NET-MSC-GBEX1. By default the Horus/Hapi IP setting is set to “Auto” configuration mode which gives an address in the range 169.254.xxx.xxx if no DHCP server is present on the network. Users are free to put a DHCP server in their RAVENNA network with a customized address range and the Horus would get an IP address from this server. Note that our recommended Dell PowerConnect 2816 RAVENNA switch is configured with DHCP disabled.
Merging recommend the Horus to be configured in “Auto” mode and the Merging PCIe Ethernet Controller Card NET-MSC-GBEX1 to also be configured with “Internet Protocol Version 4” with “Obtain an IP automatically”. You must be aware that when the Horus is started in Maintenance mode the IP configuration is exclusively done using “Auto” IP settings mode

For a RAVENNA configuration with multiple Horus or systems connected on the same network, be aware that Merging supports the recommended RAVENNA switch certified by Merging. More details can be found in the Merging Ravenna Network Guide and switch recommendations here below.

Please also note that Windows cannot handle different networks in the same address range. For example, Windows cannot handle the Horus plugged on NIC 1 and a NAS plugged on NIC 2 if both devices uses the 169.254.xxx.xxx address range. You need to change one of the device and its NIC to another range, 192.168.xxx.xxx for example.

Users with RAVENNA specific issues should look under the Known issues section, you will find under your Pyramix version a RAVENNA chapter.

Horus/Hapi AES Cables
The AES ports connect the AES-EBU I/O using DB25 D-SUB connections (Tascam Digital). This means that AES cables that came with your Mykerinos cables are not compatible with the Horus/Hapi. You can order those cable directly from our sales partners.

48V warning on screen, users with AD modules.
This warning applies ONLY to the initial RUN 3 production batch of AD8 and AD8P and has been fixed for all modules shipped starting November 2012:
The 48V power MUST be turned off prior to changing the connection in certain patch bays. Many such patch bays do short the Hot, Cold or both signals to Ground during insertion or removal of the Jacks with the risk of deteriorating permanently the protective resistors in the input of the PreAmp circuitry. If an AD module input circuitry is damaged, following such a short, it will end up permanently having inaccurate gain levels, distortion or even no signal at all on some channels. That would require hardware replacements at your own cost, since such damage is not covered by our warranty.

If you still own one of the original and unmodified RUN 3 AD8/AD8P modules we recommend that you contact your Merging reseller to organize an update of your module(s), which Merging is pleased to provide free of charge.

The Merging Team

Merging Technologies