I have posted this in the Crestron Forum but I know a lot of you don't venture that far into the site.

I have a CP2e processor that has stopped Ethernet communication. I have tried rebooting the processor multiple times but still unable to get the Ethernet port to connect.

I can't see it in toolbox using device discovery and this is a remote installation so I cannot get a serial connection to the processor to see if I can establish a connection that way (there is a local computer installed that I RDP into and run toolbox from).

The unit does have power and the home owner said they were able to remotely connect to the processor using the xpanel or iPad last Tuesday but when they got home on the weekend nothing was working. Lights and mechanical are running on a different processor so they still have that working.

Any advise on how to troubleshoot this remotely? hardware and software resets possibly?

There is a low level reboot/restore procedure that can be carried out that might help.

I have restored several processors that seemed almost dead using this process.

It has been some time since I last did this so I cant remember the exact process without referring to some notes, but the process is documented on the Crestron site, try searching True Blue for "how to recover a 2-Series Processor"

I do remember that it involves connecting with a serial lead and carrying out a keystroke series as the system is booting and I believe last time I did it I used Viewport ​.

Get on site.

Check the ethernet cable.

Check the network, has it changed?

Toolbox Commands:

EST

Reboot

Selftest

Initialize

Restore

I would love to get onsite however its 2000km away.
Like I said, home owner wasn't home from Tuesday until the weekend when they called me to inform that nothing was working.

Plan B. Program up another CP2e and send it out there. Any local guys that can handle the swap?

Ive found previously whnen Ive lost the ethernet port, as in, the link light doesnt light up and everything is greyed out in toolbox, reloading code has fixed it and the port becomes active again. This has probably happened to be about 15 times in the last two or so years. In particular with DMPS units. Havent done a CP2E for a long time.

When I say reloading code, I mean send the file again completely. Not just stop/start program. Worth a shot if youre 2000km away.

edit: Just remembered the same thing happened on my own old AV2 once or twice and the above fixed it.

But also remembered that the CP2e doesnt have USB so you would need to send a serial cable and usb-serial adaptor to the client to test this out. Assuming their remote desktop machine doesnt have a serial port.

Went to plan B and waiting for the CP3 to show up at the shop so I can program it and send it out.

First use real units! This is 'Murica! The site is 9941.919 Furlongs away!

If it is a remote site connect 232/USB as a secondary connection in case of things like this.

Can you remote to the computer still? If you can can you ping the CP2e from the computer? Can you ARP the CP2e to make sure that it IS the CP2e?

Can you get anyone to get on site and Skype/Facetime/etc with you so you can SEE things?

Where is the customer located?

Is there maybe another CI in the area you could work with remotely?

You may be in "Murica, but I'm in Canada where we use real units

I wasn't employed with this company at the time of installation so didn't have a say as to how it was connected

Yes I can remote the computer as well as all the other Crestron equipment. No I am not able to PING the processor locally


Yes I have done this. Only light that is displaying on the unit is the PWR light on the front of the unit.

Customers in Saskatoon

I suggested that as an option to the customer, however he doesn't want anyone but us touching the system.

He's pretty good at being tech savvy. He is able to route his DM to the TV's he wants as well as his music to the specific rooms from the front of the units. All his lights and HVAC is still working as they are programmed onto a different processor.

Send him a Keyspan usa19h USB to serial adaptor so you can console in from the on site computer.

Agree with Easton then on this. I've had a couple 3 series do something like this. I had to connect via USB and setup the IP and all was good. Being the CP2E doesn't have USB, serial is your only other choice.

If the customer doesn't mind spending the cash on the CP3, then I would do that. It's a much better processor with lots of overhead for the future.

Yes, already discussed the pricing with the customer and they approved it. This will also provide a failsafe if the lighting processor goes down in the future.

Answer ID: 1402
The problem will be that recovery often requires serial connection after going through the recovery process, so enjoy your trip. You can try walking the client through this but.......

It is not beyond the pale that the unit has died.

Alan