When troubleshooting an issue with your unit, begin by reviewing the provided Troubleshooting FAQ.
System logs available on the System Configuration page can be used to assist in diagnosing operational issues. If you contact support, they may request relevant log files. For information on managing logs in the web UI, see Managing Omnia XII System Configuration.
Warning! Electrical and Mechanical Safety!
When the Omnia XII 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 may be connected to the AC power line. Avoid these areas whenever the AC power cable is attached to the unit. Never attempt to make measurements when the power supply's safety cover is removed.
When reinstalling the top cover, make certain that all the 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 unit to operate in high RF environments.
Troubleshooting FAQ
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? On the front panel, are the PSU status LED for the power connection and the ring around the knob illuminated? This indicates that the unit is receiving power. Is the LCD screen blank, scrambled, or not illuminated? These symptoms may indicate a power supply fault. If you wish to examine the power supply, be aware that there are two power supplies in the Omnia XII and they are of the switching type. Therefore, they require a load in order to start up and operate properly. Voltages measurement taken without a proper load connected to the power supply will inaccurate. Contact Omnia Support for help.
The unit has power, but there is no audio. What should I check?
First verify normal front panel operation to narrow down the source of the issue. 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 Out 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 will not 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 In meters? This could indicate that the inputs are connected incorrectly and that the signal is not 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.
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.
If my unit fails to boot up normally, can I try the compact flash software card (CF card) from another Omnia XII that is booting normally?
No. After first use, the card is paired to the specific unit and can only be used I that unit. If you need a new card, you will need one that has not been used in any other Omnia XII unit. Contact Omnia Support for assistance.
Obtaining Service
Return Requirements
Before contacting Omnia Customer Support, have the serial number of the unit (located on a small barcode sticker on the back panel in this format: 0279xyyyy) and a description of the symptoms/problems ready for the technician.
All units returned for service must have a Return Authorization (RA) number assigned by Telos Alliance support. Units that are returned without an RA number will experience delays in service.
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!
Resources and Contact Information
World Wide Web: The Omnia Web site has a wide variety of information that may be useful for product support, applications information, software updates, and so on. The URL is: http://www.telosalliance.com/.
Email: The customer service e-mail address for Omnia is: support@telosalliance.com.
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, contact the dealer you purchased your Omnia XII from first.
Shipping Information:
* Telos / Omnia
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 (RA) number must be written prominently on or near the shipping label on the box!
Warranty
Telos Alliance Limited Warranty
This Warranty covers “the Products,” which are defined as the various audio equipment, parts, software and accessories manufactured, sold and/or distributed by or on behalf of TLS Corp. and its affiliated companies, collectively doing business as The Telos Alliance (hereinafter “Telos”).
With the exception of software-only items, the Products are warranted to be free from defects in material and workmanship for a period of five (5) years from the date of receipt of such Product by the end-user (such date of receipt the “Receipt Date”). Software-only items are warranted to be free from defects in material and workmanship for a period of 90 days from the Receipt Date. Telos will repair or replace (in its discretion) defective Products returned to Telos within the warranty period, subject to the provisions and limitations set forth herein.
This warranty will be void if the Product: (i) has been subjected, directly or indirectly, to Acts of God, including (without limitation) lightning strikes or resultant power surges; (ii) has been improperly installed or misused, including (without limitation) the failure to use telephone and power line surge protection devices; (iii) has been damaged by accident or neglect. As with all sensitive electronic equipment, to help prevent damage and or loss of data, we strongly recommend the use of an uninterruptible power supply (UPS) with all of our Products. Telos products are to be used with registered protective interface devices which satisfy regulatory requirements in their country of use.
This Warranty is void if the associated equipment was purchased or otherwise obtained through sales channels not authorized by Telos.
EXCEPT FOR THE ABOVE-STATED EXPRESS WARRANTY, TELOS MAKES NO WARRANTIES, EXPRESS OR IMPLIED (INCLUDING IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE).
In no event will Telos, its directors, officers, employees, agents, owners, consultants or advisors (its “Affiliates”), or authorized dealers or their respective Affiliates, be liable for incidental or consequential damages, or for loss, damage, or expense directly or indirectly arising from the use of any Product or the inability to use any Product either separately or in combination with other equipment or materials, or from any other cause.
In order to invoke this Warranty, the Product must be registered via Telos’ website (found at: http://telosalliance.com/legal/warranty) at time of receipt by end-user and notice of a warranty claim must be received by Telos within the above stated warranty period and warranty coverage must be authorized by Telos. Contact may be made via email: support@telosalliance.com or via telephone: (+1) 216-241-7225. If Telos authorizes the performance of warranty service, the defective Product must be delivered to: Telos, 1241 Superior Avenue, Cleveland, Ohio 44114 or other company repair center as may be specified by Telos at the time of claim.
Shipping Costs and Warranty Service:
If the date the customer’s notice of warranty claim is received by Telos (such date the “Warranty Claim Notice Date”) is within the first 90 days following the Receipt Date, Telos will pay the costs of shipping such warranted Product to and from the end user’s location, and the cost of repair or replacement of such warranted Product.
If the Warranty Claim Notice Date occurs after the first 90 days following the Receipt Date and before the end of the second (2nd) year, the customer will pay the freight to return the warranted Product to Telos. Telos will then, at its sole discretion, repair or replace the warranted Product and return it to the end user at Telos’ expense.
If the Warranty Claim Notice Date occurs between the end of the second (2nd) year following the Receipt Date and the completion of the fifth (5th) year, the customer will pay the costs of shipping such warranted Product to and from the end user’s location. Telos will then, in its sole discretion, repair or replace the warranted Product at Telos’ expense. Telos also reserves the right, if it is not economically justifiable to repair the warranted Product, to offer a replacement product of comparable performance and condition direct to the customer at a discounted price, accepting the failed warranted Product as a trade-in.
The end user will in all cases be responsible for all duties and taxes associated with the shipment, return and servicing of the warranted Product.
No distributor, dealer, or reseller of Telos products is authorized under any circumstances to extend, expand or otherwise modify in any way the warranty provided by Telos, and any attempt to do so is null and void and shall not be effective as against Telos or its Affiliates.
Out of warranty units returned to the factory for repair may be subject to a $500 evaluation fee, which fee must be prepaid prior to shipping the unit to Telos. If no repairs are required, the $500 fee will be retained by Telos as an evaluation charge. If repairs are required, the $500 fee will be applied to the total cost of the repair.