Operational problems with the Omnia.11 can sometimes be diagnosed using Factory Diagnostics log available in the Configuration Menu of the webpage remote control interface. See Page 89 for details.
Electrical and mechanical safety note!
When the Omnia is operated with its chassis top cover removed, you are exposed to potentially lethal voltages.
Before attempting to make voltage measurements, be forewarned that the power supply heat sinks are connected to the AC power line. Avoid these areas whenever the AC power cable is attached to the Omnia. Never attempt to make measurements when the power supply's safety cover is removed.
When reinstalling the top cover, make certain that all thirty screws are replaced, and that they are tightened to a snug fit. Operating the unit with its cover removed or without all of the retaining screws will void your warranty and may compromise the ability of the Omnia to operate in high RF environments.
Troubleshooting FAQ
1. The unit is totally dead. What should I check first?
First double-check that the unit is receiving AC Line power. Check the line cord and its connection at both ends. Is the line cord plugged into an outlet that has AC power? Are the blue “11” and the ring around the jog wheel illuminated? If yes, the unit has power. Is the LCD screen blank, scrambled, or not illuminated? Symptoms like these might indicate a power supply problem. If you wish to examine the power supply, be aware that there are two power supplies in the Omnia.11 and they are of the switching type. Therefore, they require a load in order to start up and operate properly. Voltages measured when the power supply is not connected to the Omnia’s circuitry will not be correct. Please contact Omnia Support for help.
2. The unit has power, but there is no audio. What should I check?
The first thing to verify is normal front panel jog-wheel operation. Verification of front panel operation helps narrow down where the problem is. Look at the metering display. If there is input audio but no output audio indications, try removing power from the unit, waiting 20-30 seconds, then restoring power. If that doesn’t bring the operation back to normal, then a hardware failure of some sort may have occurred. If you get output levels on the Output meters but have no output audio, verify that the outputs are connected correctly. An analog output connected to a digital device, or a digital output connected to an analog device won’t pass audio! Note that all outputs are active simultaneously. Connect the appropriate test generator to the output cables to verify analog/digital audio is making it to the next device.
Is audio present on the Input meters? If not, ensure that the correct Input Source is selected in the Input menu and that the signal is present on the cables connected to the Omnia’s inputs.
If input audio is present, the next condition to check is to see if the failure has caused the processing to cease. Using program material, check to see if the processing bargraphs are operating. If they are, then it’s a good indication that the system's host processor is working.
At this point, it would be a good idea to see if the loss of audio is confined to only one output port, e.g. the discrete left/right outputs one or both of the composite MPX outputs or the digital AES/EBU or Livewire outputs. Check the signal at each of these locations. If one of the output sections is not operating, then it can be localized to that specific section.
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Note: The discrete left/right outputs are operated from their own specialized Digital to Analog converters. Therefore, it's possible for one type of output to fail without affecting the other. Likewise, a failure in the AES/EBU driver section could result in the digital output being dead, while the rest of the system is operational.
3. If my unit fails to boot up normally, can I try the compact flash software card (CF card) from another Omnia.11 that is booting normally?
No. Once a card is booted for the first time, it assumes a unique hardware key for that unit and can then be used only in that unit. If you need a new card, you will need one that has not been used in any other Omnia.11 unit. Please contact Omnia Support for assistance.
Obtaining Service
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Before contacting Omnia Customer Support, please have the serial number of the unit (located on a small barcode sticker on the rear panel in this format: 0279xyyyy) and a description of the symptoms/problems ready for the technician.
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All units being returned to for service MUST have a Return Authorization (RA) number assigned to them first. Units that are returned without a RA number will experience delays in service.
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Return the Omnia in its original shipping carton if possible. For best treatment, shipping the Omnia in its original factory box protects it as well as possible. Damage caused by improper packaging is not covered under your warranty!
Note: To ensure prompt service, the Return Authorization (RA) number must be written prominently on or near the shipping label on the box!
Via the World Wide Web
The Omnia Web site has a wide variety of information that may be useful for product support, applications information, software updates, etc. The URL is: http://www.telosalliance.com/
Via E-Mail
The customer service e-mail address for Omnia is: support@telosalliance.com.
Via Phone
Customer Support personnel are available in the Cleveland, Ohio, USA office Monday through Friday by phone at +1.216.241.7225 or via email between 9:00 A.M. and 5:00 P.M., Eastern Time.
After hours support is available 24/7 by phone at +1.216.622.0247 or via email.
If you are outside the U.S.A. and non-English speaking, please contact the dealer you purchased your Omnia from first.
Shipping Information: * Telos / Omnia
1241 Superior Avenue East
Cleveland, Ohio 44114 USA
ATTN: To the RA number obtained from Omnia Customer Service
Note: To ensure prompt service, the Return Authorization number must be written prominently on or near the shipping label on the box.
Warranty
For the latest Telos Alliance warranty, visit: telosalliance.com/warranty
Register your product
Register your product today to get the full benefits of our warranty, support, and product updates.
telosalliance.com/product-registration/
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