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Appendix A: Troubleshooting
**The first step to troubleshooting ANY problems is to verify that you imported the demo
program (see “
What To Do First”
on Page 2) and you are not getting any errors related to
AudioReQuest when you compile your program. If either of these is not the case, please go
back and fix these problems before continuing**
A) Can’t establish 1-way serial communication:
1. If connecting serially:
a) Make sure Serial settings are correct according to the model of AudioReQuest you have.
See Page 1 for more info.
b) Double check to make sure flow control is turned off.
c) Follow the steps in Appendix B to run HyperTerminal to verify that the ARQ can cable are
fine.
d) If you have an ARQ1 make sure it has a serial port. There were early models that did not
have a serial port. Call ReQuest with the hardware version if you are not sure.
(You can find
the hardware version in MENU->SYSTEM INFORMATION)
2. If connecting via Ethernet:
a) Make sure you set the IP address correctly in the TCP/IP client
b) Make sure you are pulsing START-ETHERNET-COMMUNICATIONS from the source button
c) When you upload the program, be sure to send the default IP table
d) Open Test Manager and verify that the feedback from the TCP/IP client shows that you are
connected
3. Check to make sure the AudioReQuest is not encoding or doing any File Transfers.
4. If the AudioReQuest is running firmware earlier than 2.1.0, verify that the Zone Number
parameter in the module is set to 0. Otherwise, it will not work.
B) I have one-way control but I can’t get any feedback:
1. Make sure you are not getting any errors when you compile the program. Pay special attention
to errors such as “SIMPL Windows Cross Compiler not installed” or “SIMPL Windows can not
open
ARQ-Basic-Decoder-v6_0_0.usp
”. The second of these suggests that the program was not
imported correctly. See page 2 for information on importing the program.
2. Make sure you are pulsing the
START-SERIAL-COMMUNICATIONS
or
START-ETHERNET-
COMMUNICATIONS
input to the module. This will send the data feedback request to the ARQ.
AudioReQuest will not send any data until it is requested. Make
sure
that this is being sent by
verifying in Test Manager. The most commonly used data request (used in all demo Crestron
programs) is Delimited GUI. Send the following hex numbers and you should see feedback: 33
h
,
47
h
, 63
h.
3. Follow the steps in Appendix B to run HyperTerminal to verify that the ARQ and cable are fine.
4. Check the firmware version in AudioReQuest.
(You can find the software version in MENU-
>SYSTEM INFORMATION)
Much of the feedback sent requires firmware version 1.9.0 or
higher.
(Software updates can be done either by CDROM or online)
5. Make sure you have the latest version of the ARQ Crestron Demo Program by going to
www.request.com
and clicking on Support along the top, then Crestron down the left side.
6. Upload ONLY the ARQ Crestron demo program and demo touch screens available on our web
site. This will eliminate any errors made when integrating the AudioReQuest Macro into your
Crestron program and will help you determine if the problem is in the programming or the
AudioReQuest.
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