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Troubleshooting

For issues not answered here, please fill out a help ticket or contact us. For key issues, conflicts, or workarounds with existing or older products, see our bulletins.

A note on board generations, as referenced in this FAQ:  A Gen 2.0 board has a MAC address range of 20:46:F9:01:XX:XX-20:46:F9:02:XX:XX. Gen 2.1 boards have a MAC address range of 20:46:F9:03:XX:XX.

1.   Why is the display on my device blinking a colon and not displaying the time?
The unit has not successfully contacted an NTP time server.  For instance, the unit is on a subnet which does not have access to the pre-configured NTP server, or does not have internet access.  Another reason may be that the time display is turned off, but in that case a colon should not be displayed. Check your internet connection, and your NTP server settings.

The NTP server is configured in the "Speaker Settings" tab on the device's webpage. The NTP server can be set to nearly any NTP server. Some examples are below. Note that the 1st two are really the ones that should be used.

 NTP Server Description
 static IP of the PC Clockwise is running on  Clockwise has a built-in NTP server. You will need have the machine it is running on have a static-IP in order to properly use this feature
 0.anetd.pool.ntp.org  This is an AND created server, and is the preferred server for non-static-IP installations
 1.anetd.pool.ntp.org  This is another AND server
 131.107.13.100  Microsoft, Seattle, WA (time-nw.nist.gov)
 132.163.4.101  NIST, Boulder, CO (time-a.timefreq.bldrdoc.gov)
 130.126.24.53  Urbana-Champaign, IL (ntp-0.cso.uiuc.edu)
 64.236.96.53  AOL, Dulles, VA (nist1.aol-va.truetime.com)
 64.90.182.55  New York City, NY (nist1-ny.witime.net)


2.   Why is my device not booting or displaying anything? 
Make sure your switch is PoE enabled. Even PoE-enabled switches will often only have some ports for PoE, and other ports not. This is very common. Ensure you are connected to a PoE enabled port. Ensure it is plugged in. You will generally hear the AND jingle within a few seconds of applying power (i.e. connecting the CAT5 cable, or applying power to your switch or injector). If you do not hear this, you are most likely not getting power. Check into your cable, switch/router. On switches that support it, make sure LLDP is enabled.  This will allow the connected devices to negotiate for PoE or PoE+ power.  Some Cisco switches can benefit by configuring the power management on the port to "2x-mode" to handle the inrush current.  Set this on each switch interface using the command  "power inline port 2x-mode".  Also, try a different known-working PoE port (PoE ports often go bad over time on some vendors equipment).

3.   Why does my device reset periodically or continually after boot (emits the boot-up sound often)? 

The most common cause of this is the switch port might be bad (they do go bad), or the switch itself is overloaded (even though a given switch might have 4 PoE ports, not all 4 can be powered at full power in many brands). Try a different PoE enabled port or a different switch. Lower port numbers generally work better. Higher port numbers have less power in some brands if lower ports are being used with other PoE devices. Choose a reputable switch and understand its power delivery capabilities.  Our units are designed to have available the full PoE or PoE+ power per the respective IEEE standard.

A second cause is that the unit is configured to register to a server, but is unable to connect to that server.  Check that the server is running and accessible from the subnet the unit resides on.  Access the unit's Speaker Status page and verify the unit is successfully registering to the server.  If the registration is failing, check the cause reported on the status page and the end of the Speaker Status->Non-volatile Log for details on why it is failing.

Another cause of a rebooting unit is a firmware filename incorrectly specified in the configuration file.  If the filename is incorrect or the file is not accessible on the server that hosts the configuration file, the unit will get locked into a constant reboot cycle until the filename is corrected or removed from the configuration file.  Check the spelling of the filename and that it resides in the same directory as the configuration file.

4.   Why is the boot process not completing?
 The boot process takes about 20 seconds under normal conditions.  This can be seen in the Install Questions FAQ.

The 2 main reasons for the device to appear hung during bootup are:
1.) It stalls at "Network Init/DHCP": If it is taking a long time at "Network Init", then there is likely a problem with the network connection. It can't get an IP address, DHCP is malfunctioning, or a network cable or switch is bad.
2.) It stalls at "Looking for Config":  This may be normal under certain circumstances. Sometimes bootup may take over 5 minutes,
especially if power has been disrupted during a previous bootup sequence or the first powerup after receiving the unit from the factory. This is normal. This should not occur regularly though.
5.   Why is the time wrong or my clock drifting over time? 
When a valid network connection is present, a valid NTP time server is set (one is by default), and the timezone is set correctly, you should never see incorrect time.

Possible causes:
    • The most common reason for this is that the time zone is set wrong. This can be configured in the device's web server (see the bullet point above under "General Questions" to see how to access the webserver). Ensure the proper timezone settings on the webserver. 
    • The second most common is that the NTP server cannot be found, or the network connection is down, in which case the clock will free-run, and thus drift over time. You can check the device's logs to see if this is the case (see below). You should also see #1 above on NTP settings.
    • Another possible reason is that you are using Clockwise or the PC as your NTP server, and it is wrong (because maybe it couldn't retrieve the NT
    • If the device is running older firmware (1.4.0001 or older) and the NTP server rejects the NTP request, the incorrect time can be displayed based on the last data exchange with the failing NTP server.  Often this failure mode will show up as the device reporting the incorrect time and resetting to the same incorrect time every 20-60 minutes.  Update the device firmware to the latest version to fix this and/or change your NTP servers to use a known good server.  The following NTP servers are recommended:
0.anetd.pool.ntp.org.
1.anetd.pool.ntp.org.
2.anetd.pool.ntp.org.
3.anetd.pool.ntp.org.
6. Why are clock chimes and other sounds from Clockwise not exactly synced with my devices?
This generally occurs because the PC running Clockwise (or other 3rd party software) does not not have the precisely correct time, and thus is generating the sounds at a slightly different time with respect to the devices' displayed time.  Below are possible solutions to this issue:
  • Set the PC time: You can make the PC time correct via several methods:
    • Method 1 - Use Internet time: This can be done usually by clicking the time display in Windows, clicking the "change date and time settings" link, and selecting the "Internet Time" tab.  Verify that the PC is set to synchronize with an Internet time server and that it was successfully synchronized recently.  Note, this option is not available if the PC is part of a Windows domain.  
    • Method 2 - NetTime App: If option above is unavailable or not working, NetTime, a free third-party application, can be installed and will synchronize the PC time periodically with an Internet time server:  http://www.timesynctool.com/
    • Method 3 - Manually: You can also set the time manually, if you don't have an Internet connection or are in a pinch. Just verify the PC time is very close to the correct time (i.e. the time displayed on AND devices, or some other accurate reference). This can be done usually by clicking the time display in Windows, clicking the "change date and time settings" link, and then setting time. This method is not preferred, as the PC clock will drift out of sync over days or weeks.
  • Check "Sync" on the main header in Clockwise: You need to be running Clockwise as administrator on the PC for this to work. Enabling this causes Clockwise to tell Windows to update its time to Internet time (really, it is just forcing the first option above periodically). This may not work in all configurations of Windows, and if it doesn't work, it is likely Windows permissions related.
  • Have the AND device use Clockwise's internal NTP server: Clockwise has a built-in NTP server. Using it is accomplished by going to the AND device's Speaker Settings page, under the General Settings sub-menu, and change the primary NTP server to be your PC's IP address at port 8090 (this is the default NTP port for Clockwise; it can be changed in Clockwise Settings to any port). For example, for a PC with an IP address of 10.10.6.93, type "10.10.6.93:8090" into the NTP Server, primary field on the General Settings page.  If using configuration files, set the NTPConfig tag to point to the Clockwise NTP server, for example: 
    <NTPConfig>
      <Server url="10.10.6.93:8090" />
    </NTPConfig>
  • Sync the AND device's time directly to the PCRealize that the AND devices usually are very accurate as they get their own time from an external NTP server. Enabling this feature will forego that, and cause them to lock to your PC instead, whether your PC has accurate time or not. This can be an advantage if you want precise sound synchronization. However, for accurate time, you will need to ensure your PC keeps accurate time (possibly by the other methods discussed above). 

    • Method 1 - Point devices to PC: This is accomplished by going to the AND device's Speaker Settings page, under the Server Settings sub-menu, and change the Server 1 URL to be your PC's IP address with the port 8089 and the Server Type to "AND" or "AND_Exempt".  For example, for a PC with an IP address of 10.10.6.93, type "http://10.10.6.93:8089" into the Server 1 field on the Server Settings page (and set the Server Type to "AND" or "AND_Exempt"). If using configuration files, add the Clockwise PC to the Servers tag, for example:

    • <Servers>
        <AND url="http://10.10.6.93:8089" />
      </Servers>

    • Method 2 - Easy Configuration: Another (perhaps easier) method of achieving the same result is to right-click on a device in the Clockwise Devices tab, and select "Perform Easy Configuration" from the context menu. Clockwise will perform all the necessary configuration of the device(s) selected. This method only works on installations that do NOT use a config file.
  • Use Clockwise ping:  This is similar to the option above in that it syncs AND devices to the PC time (which may or may not be accurate, but at least the devices will be synchronized with Clockwise events). In order to enable this, leave the NTP servers blank in the device's Speaker Settings under the General Settings tab and leave the Server URLs blank in the Server Settings tab.  Note this method will not work correctly if Clockwise is installed on multiple PC's on the same network.  

  • Use a SIP server: Configure a SIP server in the SIP Settings tab of the AND device's settings web page. The device will get the time from the SIP server then. In order for this to work, the NTP settings in the General Settings tab should be left blank. Timezone should be set.

7. Are there any logs I can access to assess issues or look at status?
Yes, each device has a log, and Clockwise has logs too. When getting support, information in these logs may be relevant.

Accessing device logs: See the section in the Tips/Tricks FAQ on how to access the device's webpage. From the device's webpage, you can click "Speaker Status" and will get access to General Status, Configuration Information, Non-volatile log, and Audio Packet Log. Alternately, you can access the devices IP address like the following if your  IP address was 10.10.6.100: http://10.10.6.100/status, http://10.10.6.100/config, http://10.10.6.100/log, http://10.10.6.100/packetinfo

Accessing Clockwise logs: In Clockwise, click the "Log" button near the bottom left, and you will have access to errors, warnings, and event logs as reported or discovered by Clockwise. These are not to be confused with the device logs mentioned above. Those are for each endpoint, and this Clockwise log is for Clockwise, as it tries to operate and talk to devices.

8.   Why is my display not bright enough?
The default brightness is full bright (a setting of 100). This is a settable parameter in the web server of each device.  There is a scheduler built in to the web server as well to select different brightness for different times of day.  Also, Clockwise and some 3rd party software can be used to modify the brightness.

Possible causes: 
  • The default brightness is set incorrectly in the device's "Speaker Settings->General" page or configuration file.
  • The scheduler has the brightness set incorrectly  in the device's "Speaker Settings->Scheduler" page or configuration file.
  • The color scheme is poorly chosen for your application. i.e. For long distance viewing, use colors of orange and yellow, as they are the brightest
  • If using AND Clockwise software, ensure that the brightness on the "Chimes" tab is set correctly for each time of day, and also ensure that an event or alert hasn't been triggered which modifies the brightness down inappropriately
  • If using 3rd party software (such as Singlewire, IPCelerate, Syn-Apps, etc.), ensure that you haven't modified the brightness inappropriately thru the respective application.
  • As part of power management, if using only PoE (this is not an issue with PoE+) if really loud sounds are sent to the device, the display may dim during the audio playback.
Solutions:
  • Turn the brightness to max in the device's "Settings->General" page or configuration file.
  • Use colors of orange or yellow, as they are the brightest (orange being the brighter of the 2). Use this for scrolling text and/or the time, or you can even change the default text and/or clock color in the device's "Settings->General" page or in the configuration file.
  • Use Clockwise to turn up the brightness on the "Chimes" tab, or use an Alert or Event to modify the brightness up
  • If the unit is dimming due to loud sounds (power management), power the unit with PoE+ (25.5W) instead of PoE (15.4W) to improve brightness.
  • Buy AND's bright-white models, which allows for the maximum range viewing (although they are not color). On a large clock, the time is legible at 200+ feet.
  • Unclutter the display (since cluttered can be hard to read at long distances), but using large fonts, and don't show AM/PM or seconds. This can greatly increase the viewing distance.
9.   Why does my display dim sometimes?

The display will automatically dim itself in instances where there is not enough power available to it (and then revert back once the condition is gone). This "feature" is intended because the AND device is optimized to send the loudest possible audio when it is necessary, and show the display at maximum brightness when it can. The device is optimized to make maximum use of the power available. 

However, when there are circumstances present when everything is maximum, trade-offs need to be made. This can occur in the following scenarios.

Possible causes: 
  • Very bright display with maximum audio: using only PoE (as opposed to PoE+), having the display set bright, and sending very loud audio, can exceed the power available on PoE
  • Very bright display with flashers/strobes, and loud audio: using only PoE (as opposed to PoE+), having the display set bright, and using flashers or strobes and sending loud audio, can exceed the power available on PoE

Basically, the comment element is using only PoE (instead of PoE+), and using other high power features.

Solutions:

Using PoE+ switches or injectors to connect an AND device completely eliminates this issue. So if using a display set to maximum brightness, if you intend to send very loud audio or use other high power features (flashers or strobes), AND recommends to use a PoE+ switch or injector (instead of PoE) .

If this is not an option for you, and you are stuck with PoE, and you wish to minimize dimming of the display, some mitigation techniques can be:
  • don't set the display to maximum brightness. Significant power is saved at lower settings, and because of the way power in LEDs works, minor tweaks can result in big power savings
  • Don't send audio at the maximum volumes settings. A few notches back, and the display will not dim. The audio will be quieter but perhaps acceptable
  • Don't set the flashers to maximum brightness. A few settings back is significantly less power, but 
  • Use PoE+ switches or injectors whenever possible. They are in widespread use and made by all major manufacturers.
 10.   Why is my speaker not loud enough or silent?

The speaker's maximum volume setting is 13, but is influenced by several factors.  Check the following list for possible causes and solutions:
  • Verify the unit's speaker volume setting is set to the desired level.  Increase as needed.  The unit must be rebooted for the new default volume setting to become active. This and other settings can be found in the device's webserver (accessible via the device's IP address or through Clockwise).
  • If commands (paging, background music, etc.) are using the unit's multicast permanent stream(s) for audio playback, the speaker volume setting is not used.  Verify the permanent stream's volume setting is correct.  This and other settings can be found in the device's webserver (accessible via the device's IP address or through Clockwise). Increase as needed and reboot for changes to become active.
  • Commands sent to the unit can include a volume parameter.  If the volume parameter is present, it will override the default speaker volume setting on the unit, even if the unit's volume setting is greater.  Increase the value of the volume parameter as desired or, if using Clockwise, set the volume parameter to zero which tells the unit to use its default volume setting.
  • If a permanent stream is configured at a higher priority (lower number) than the audio stream you are sending (the default priority level is 50) the audio stream could be prevented from playing back.  Lower the priority (increase the number) of the permanent stream in order to give the desired audio stream proper priority, or stop sending audio on the permanent stream when desired.
  • Power management limits the maximum volume based on the unit's available power budget.  Using PoE+ (25.5W) will increase the available power, and hence increase the maximum attainable volume.  
  • Check the audio file itself. If it is not normalized properly or only contains very low frequencies, it may not sound loud.

11.   Why can't I see all the elements on the Clockwise interface?

Either the display resolution is not high enough, or the DPI settings are set too high. The Windows text DPI settings must be at the "Smaller" setting of 100% in order for the Clockwise interface to render correctly.  In the Windows Control Panel, choose the Display settings.  Set the text DPI to 100%.  You may need to log off of your Windows profile in order to see the changes.


12.   Why can't I hear the sound masking pink noise on my device?

The presence of other audio streams on the device can prevent the sound masking noise from being generated depending on the device settings or board generation. 

Verify there is no active dynamic or permanent streams on the device.  In the device's webserver (accessible in a web browser via the device's IP address or through Clockwise) go to the Speaker Status page.  All permanent streams and recent dynamic streams will be listed.  Verify none of the dynamic streams are listed as active.  For each permanent stream, note the "Total pkts received".  Refresh the page and verify that packet count.  If the number does not increase, the stream is not active.  While any audio stream is active, a Gen 2.0 board will always mute the sound masking noise.  For Gen 2.1 boards, the device can selectively mute the sound masking noise; in the Speaker Settings->Misc page, check the Mute During Audio setting in the Sound Masking Settings.  If using a configuration file, this is the mute_during_audio parameter in the NoiseGen tag. 

12.   Why can't I hear audio on my device from a PTT channel broadcast of a Polycom phone?

In the web interface of the Polycom phone, on the Paging/PTT Configuration page, the PTT Codec must be set to "G.711Mu".  Also, the "Compatibility" setting must be set to "Disable" in order to use the G.711 mu-law codec.     Save the settings and reboot the phone.

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