Troubleshooting Encoder and Codec Detection or Upgrade Failures | Exvist FAQs

FAQs: Failure of Detection or Upgrading

What's Failure of Detection?

Detection failure refers to the inability of a system or device to accurately identify or detect another component or device. In the context of HDMI, IPCManager, or Device Manager, a detection failure would mean that the Device Manager is unable to properly discover the encoder in the local area network or encoder is failed to detect input signal of HDMI.

Detection failure of HDMI Signal

If it shows 1920*1080P@30HZ on GUI, probably it's failed to detect the HDMI signal. Take the following steps if there is a failure to detect an HDMI signal. Ensuring that the HDMI cable is properly connected and meets the necessary requirements, as well as checking and adjusting the output resolution of the HDMI signal, can often resolve detection issues.

If the HDMI detection issue persists despite checking the cable and resolution, it could be related to the Extended Display Identification Data (EDID). The EDID is information provided by a display to the source device, and issues with EDID communication can result in detection failures. In such cases, troubleshooting the EDID communication and potentially getting the log when you're trying to connect this HDMI may be helpful for us to help you resolve the detection problem.

Discovery failure of Device Manager

If the encoder is not being discovered in the local area network despite being directly connected via a LAN cable, it may be necessary to check if the correct device manager is being used. It's important to ensure that the device manager is compatible with the specific encoder being used and that all settings and configurations are properly set to enable detection and communication within the network. Additionally, verifying that the network configuration and settings are correct can also help troubleshoot issues with device discovery over the LAN.

If you are still using older hardware encoders and they cannot be discovered in the new device manager, it is indeed recommended to download and use the older version of the IPCManager or Device Manager specifically designed for those encoders. These older versions are likely to be compatible and capable of managing the older hardware effectively.

To determine which device manager is suitable for your devices, you should consult the documentation or support resources provided by EXVIST. These resources typically provide guidance on which version of the device manager is compatible with specific hardware encoders, ensuring proper management and functionality.
  1. If the webpage looks like the following image, please download this older IPCManager(Windows) or Device Manager(Mac):
  1. Or please download this new Device Manager if the webpage looks like the following image after logging:


What's Failure of Upgrading?

Failure of upgrading typically refers to 1) the inability to successfully upgrade an encoder's firmware to the latest version; 2) the failure to do encoding anymore, in other words, it turns into decoder especially for GK72 Encoder Series; 3) the failure to be discovered by device manager directly despite under the same local area network.

Inability to upgrade the latest firmware

There're following reasons:
  1. The direct upgrading of firmware through GUI can sometimes lead to a failure as it may not offer the same level of reliability and control as using device manager. Generally it's strongly recommended to do upgrading by device manager instead of GUI. 
  2. If you're still using the older firmware, it's often recommended to upgrade firmware gradually, especially when moving from a significantly older version to a newer one. This gradual approach helps to ensure compatibility and minimize the risk of issues that can arise from jumping directly to the latest firmware version. By sequentially upgrading firmware through intermediary versions, you can effectively address any incremental changes in the firmware and reduce the potential for unexpected conflicts or disruptions to functionality. This approach can contribute to a smoother transition and help prevent compatibility problems.
Warning
WARNING: it's strongly recommended to do upgrading by device manager, or else it can only be returned to our factory for repairing and burning flash once it's failed to be discovered by the device manager or router. If there's only one power indicator lit, probably it's broken and needed to return to our factory for repairing.

Turns into decoder after upgrading

It's important to ensure that the correct firmware is used for specific hardware models. Upgrading with an incorrect firmware could lead to unexpected results or functional problems. If you've encountered this issue and suspect that the incorrect firmware was applied to devices in the GK72 ITE and GK72 MS7 series, the best course of action is to download the correct firmware for the respective devices and proceed with the upgrade using the proper version by device manager again. 

Failure to be discovered by device manager

Direct upgrading through GUI

If an encoder fails to be discovered by the device manager and only one power indicator is lit, it could indicate a potential hardware or firmware issue. Before returning the encoder to the factory for repair or flashed again, there are a few troubleshooting steps that can be attempted:
  1. Reboot: Try turning off the encoder, disconnecting it from power, and then reconnecting it and powering it back on.
  2. Reset: Try to press the Reset button for more than 5 seconds. This could help in resetting the encoder to its default settings.
  3. Firmware Update: If possible, attempt to update the firmware using the appropriate method recommended by the EXVIST. Please refer to Upgraded by IPCManager(Old) and Upgraded by Device Manager(New) for more details.
  4. Check Connections: Ensure that all connections, including power and network cables, are properly connected.
Notes
NOTE: If the encoder was previously upgraded using IPCManager (Old) or Device Manager (New), there may be a possibility of recovering its functionality by attempting to upgrade the firmware again using the appropriate method. Please refer to the following steps for details to get this encoder back.

Upgraded by IPCManager(Old)

  1. Please double confirm whether the encoder can be powered on and running,
  2. Please make sure you can still remember the IP of encoder and it's okay to PING it;
  3. Please try to press the Reset button for more than 5 seconds to reset the encoder if you don't remember the IP;
  4. Please download and install IPCManager_V3.00.08 and follow below steps:
Info
NOTE: Please download and install this version IPCManager_V3.00.08 before attempting instead of the previous version of IPCManager or Device Manager.
  1. Power on the encoder and connect this encoder to your PC via LAN cable directly without going through router or switch;
  2. Always PING 192.168.1.120 (for example) if it's reset;
  3. Click Firmware Upgrade->Enter the Specified IP->Add IPC
  4. Select the latest firmare->Enter User Name and Password->Select the device->Upgrade
  5. If failed to upgrade, please try to connect it to your PC with ethernet cable and try again;

Upgraded by Device Manager(New)

  1. Power on the encoder and connect this encoder to your PC via LAN cable directly without going through router or switch;
  2. Run Device Manager if you already installed the latest version;
  3. Go to Configuration->Change HTTP Port from 80 to 6868;
  4. Click Manual Add->Select the device you just manually added;
  5. Browse the Latest & correct firmware->Enter User Name and Password->Click "Upgrade"
  6. The device will be reboot and you can try to search the device later;
  7. If failed to upgrade, please try to connect it to your PC with ethernet cable and try again;
Warning
WARNING: Please DO NOT CHANGE the default IP 192.168.1.64 on the device manager.

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