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Last update: February 13, 2024

Troubleshoot your system

Check list

Before troubleshooting your Green-GO system and devices, you should first make sure that your network and systems environment is set up correctly:

  • You are using the latest software build released for macOS or Windows.
  • Your devices are using the latest firmware release.
  • You have cleared the device's memory after updating the firmware of your device.
  • Your device is connected with a tested network cable to your network switch.
  • Most Green-GO devices are powered via PoE!
    Please make sure that your network switch is correctly providing PoE (IEEE 802.3af) to your devices. Devices with multiple network ports accept PoE on their LAN 1 port.
  • All your devices are members of the same configuration file with the same configuration ID.
  • The device's network configuration matches your PC's network configuration (same IP address range and subnet mask).
  • IGMP snooping is either disabled or correctly configured on your switches.
  • Energy-efficient Ethernet (IEEE 802.3az) is deactivated on all switch ports connected to a Green-GO device.

Common problems

These are only the most common problems and solutions that can apply to all devices.

Tip: Please make sure to look for your problem in the device-specific chapters, as there may be a device-specific solution for your issue.

Problem description Possible solution(s)
My device's status LEDs or buttons are flashing red.
  • Please make sure that your devices are members of the same configuration file.
  • Please ensure that the device's network configuration matches and communication is possible.
I can't open a channel and enable talk.
  • Please check the Talk Mode of the channel in question and make sure it isn't Disabled.
    Setup MenuUserChannelsCH IDTalk Mode
I can't receive audio on a channel.
  • Please check that all devices are members of the same configuration. The active configuration is checked in the devices setup menu:
    Setup MenuInfoConfigID
  • Please check the transmitting device's audio configuration:
    1. Is the correct input Source configured?
      Setup MenuAudioSource
    2. Is a Gate Threshold configured that cuts off audio signals?
      Setup MenuAudioGate Threshold
  • Please check the channel's settings of the receiving user/device:
    1. Check that Listen is configured to On.
      Setup MenuUserChannelsCH IDListen
    2. Check that the Level is not turned down completely.
      Setup MenuUserChannelsCH IDLevel
  • Please check that the Main Level of the receiving device is not muted or turned down.
    Setup MenuAudioMain Level
I can't receive or send call signals on a channel.
  • Please check that all devices are members of the same configuration. The active configuration is checked in the devices setup menu:
    Setup MenuInfoConfigID
  • Please check that both, the sender's and receiver's channel settings have the Call Mode configured correctly.
    Setup MenuUserChannelsCH IDCall Mode
I can't receive cue signals on a channel.
  • Please check that all devices are members of the same configuration. The active configuration is checked in the devices setup menu:
    Setup MenuInfoConfigID
  • Please make sure that no receiving user has the channel's Cue Mode configured to either Ignore or Auto Answer.
    Setup MenuUserChannelsCH IDCue Mode
My devices can't see each other on the local network. Joining a configuration from the Config setup menu isn't possible.
  • Please make sure your network is set up according to our network advice, and no Green-GO traffic is blocked on the local network.
  • Please make sure that you have configured all device's network settings (IP and subnet mask) correctly.
    Setup MenuNetworkDynamic: On
  • Please make sure that you have not assigned duplicate IP addresses to any of your devices on the network.
Settings in the local setup menu are not saved on the device and reset after applying a power cycle.
  • Please make sure to exit the setup menu completely before powering down your device. Configuration changes in the setup menu are only saved to the device's memory after the setup menu has been closed completely.

Software-specific problems

Problem description Possible solution(s)
The firmware update has failed. My device is now starting into Boot Mode, showing a firmware error. Sadly, this is a problem that can happen occasionally. Luckily, there is an easy fix:
  1. Make sure that your PC is either listening to DHCP or has its network settings configured in the 169.254.0.0/16 subnet.
  2. Start the software and go into the Connections view. Here, you should see the device in the Network tab with the status Boot Mode.
    If the device doesn't appear automatically, you should select the Scan option in the update drop-down menu.
  3. Selecting the device and updating the firmware again should resolve the issue.
Devices are not visible in the Connection's network tab.
  • Please make sure your network is set up according to our network advice, and no Green-GO traffic is blocked on the local network.
  • Please make sure that you have configured all device's network settings (IP and subnet mask) correctly.
    Setup MenuNetworkDynamic: On
  • Please make sure that you have not assigned duplicate IP addresses to any of your devices.
  • Please make sure that the Green-GO Control software is enabled in Windows Defender Firewall.
All devices are visible in Boot Mode on the Connection's network tab. This will most probably be an issue with the IGMP configuration of your network. Please make sure that one of the conditions below is met
  • All switches in the network have IGMP disabled
  • All switches in the network have IGMP enabled and a Querier is setup across switches. Preferably all switches are at least from the same manufacturer to prevent IGMP interoperability issues across brands
Some unmanaged TP-Link switches do have IGMP configuration that prevent Green-GO control to properly communicate with Green-GO devices. The main issues being that they have IGMP enabled, only support IGMPv2 and do NOT have a IGMP querier/querier algorithm. They will only work properly when connected to a router with an IGMP querier enabled. Known switches with this configuration are:
  • TL-SG1005P, TL-SG1008P, TL-SG100MP and TL-SG108P
I cannot mute or unmute a user's microphone in the software's user view.
  • Please check that you have not more than one device linked to the user. If multiple devices are linked to a user, the talk function is disabled as soon as two devices have varying talk states on the same channel.
Device settings are not synced back to the user when using the Sync device to user function on a device.
  • This is true, as we have stopped implementing this function for now. Currently, this only works for channel assignments and settings.

    At this point, we are unsure if we want the out-of-sync state of a device to trigger on any setting that can change on the device (e.g., a channels level, the device's main level, etc.). We are unsure what settings we should possibly ignore to prevent flooding the out-of-sync state.

    Please refer to this forum post for a discussion on this topic.

Device-specific problems

MCX & MCXD Station

Problem description Possible solution(s)
I can't open a channel and enable talk.
  • Please check how your MCX rack or MCXD desktop station has configured its Button mode.
    Setup MenuDeviceDevice SettingsButton
    With the option Mode active, you need to switch the device to the correct Screen Mode (Listen) to enable the talk function of a Button. This can either be done with the help of on-screen functions or in the setup menu of the device.
    Setup MenuDeviceDevice SettingsScreen Function
The Line In/Out settings are not available.
  • Please make sure you are using the connection mode Local.

    All remote connection modes will disable the secondary Green-GO Engine as a Green-GO bridge port only supports one audio stream.
    However, using a remote connection mode will still allow the line in/out XLR3 ports to be used by the primary Green-GO Engine for the user's input or output.

WPX Wall Panel

Problem description Possible solution(s)
How do I assign the second user for the speaker?
  • This is no longer needed and possible. We have reworked the functionality of the Green-GO Engine. All audio signals received can be configured with the Output option to be output by only the speaker, headset, or both outputs.

RDX Radio Interface

Problem description Possible solution(s)
Static noise and crackling are noticeable in received audio.
  • Please check if your input signal is clean.
  • Please make sure that you either terminate or deactivate the 2-wire port if it's unused. Open 2-wire ports can produce random audio artifacts or static noise.
  • Should you have a 2-wire system connected, try optimizing your Gate Threshold and Gate Hold settings or reset the Auto-Null Filter.
The PTT function of my radio does not activate.
  • Please make sure that your D-Sub 9 adapter is built according to our pinouts for your radio.
  • Please make sure that the two jumper switches on the RDX interface are in the correct position for your radio.
My RDX interface is constantly triggering the PTT function of my radio.
  • Please make sure that you have configured the TX Mode to Active, to trigger the PTT function only if a channel is transmitting audio signals.
My input is not being transmitted.
  • Please make sure that you have at least one channel configured with Channel Mode: Autotalk.

SI2WR 2-Wire Interface

Problem description Possible solution(s)
Static noise and crackling are noticeable in received audio.
  • Please check if your input signal is clean.
  • Please make sure that you either terminate or deactivate the 2-wire port if it's unused. Open 2-wire ports can produce random audio artifacts or static noise.
  • Should you have a 2-wire system connected, try optimizing your Gate Threshold and Gate Hold settings or reset the Auto-Null Filter.
My input is not being transmitted.
  • Please make sure that you have at least one channel configured with Channel Mode: Autotalk.

SI4WR 4-Wire Interface

Problem description Possible solution(s)
Static noise and crackling are noticeable in received audio.
  • Please check if your input signal is clean.
My input is not being transmitted.
  • Please make sure that you have at least one channel configured with Channel Mode: Autotalk.

Audio InterfaceX

Problem description Possible solution(s)
Static noise and crackling are noticeable in received audio.
  • Please check if your input signal is clean.
  • Please make sure that you either terminate or deactivate the 2-wire port if it's unused. Open 2-wire ports can produce random audio artifacts or static noise.
  • Should you have a 2-wire system connected, try optimizing your Gate Threshold and Gate Hold settings or reset the Auto-Null Filter.
Crosstalk from one input port to another.
  • Please make sure that your input signals are not clipping.
My input is not being transmitted.
  • Please make sure that you have at least one channel configured with Channel Mode: Autotalk.

BCN Beacon Light

Problem description Possible solution(s)
Beacon won't upgrade to V5 Green-GO Control V5.0.1 build 4675 Has a bug preventing beacons from being migrated from V4 firmware to V5. Beacons can be migrated to V5 using the old Update connection application.
  • Download the *.dfu file for the beacon here
  • Use the old update connection software to update the beacon (available for download here
  • Before starting the application make sure to disable all other network interfaces (WIFI OFF)
  • Start the Beacon in forced boot mode by pressing the red button during power-up
  • Press Scan in the application and select the beacon
  • Press Update in the application and select the above *.dfu file
  • Error codes

    Error Description Solution
    E 0001 Unknown error An unknown error has occurred the application can not start
    E 0002 Opening tcp port 2001 or 2002 failed Another application could be using this port. In rare cases when Green-GO control has crashed and an orphan process named core(.exe) could remain active and will prevent Green-GO control to start.
  • To resolve start Task Manager(windows) or Activity Monitor(macOS) to locate and terminate the core(.exe) process.
  • E 0003 Invalid request one of the following might have occurred
  • The config file might be corrupted and could not be loaded properly. Attempt to recover the file using the merge functionality. In case of the need for recovery of complex configs, contact your distributor for file recovery if merging is not possible
  • A pool could not be deleted. Delete clients and access points from the pool before removing the pool
  • E 0004 Incorrect password the used password is incorrect.
  • Use the correct password.
  • E 0006 Encrypting failed Sending the encryption key to the device was not successful. encryption needs to be enabled on the physical device before sending the encryption key. For more info see the encryption setup guide
    E 0008 Join failed The application could not connect to the selected config. One of the following issues can occur:
  • There is no device online (anymore) with this config ID. Make sure that at least 1 device with the selected config is connected to the computer
  • The application did not receive any data on the multicast address of the selected config. This can be caused by mis-configured IGMP, either switch IGMP off on all switches OR enable IGMP snooping on all switches and setup a IGMP querier.
  • E 0009 ID out of range A User/Group/Room is attempted to be created out of its allowed range.
  • When this error is thrown on opening or merging of a file, the file might be corrupt. In case of need for recovery of complex configs, contact your distributor for file recovery
  • When creating a config item from the wizard make sure respect the upper limit of the ID ranges
  • E 0010 Updating failed An error occurred causing Green-GO control not being able to identify or find the correct file to update a device
  • When upgrade/recovering Wireless beltpacks the upgrade/recovery image could not be found. Re-instal Green-GO control.
  • When using a *.dfp file, updating devices the right platform could not be identified. When using a *.dfp file, Attempt to do a boot clear and re-discover the device. Contact your distributor if no avail
  • When using a *.dfu file. make sure the correct file for the device type is selected
  • E 0011 USB Connect failed The connection between a Green-GO USB device and Green-GO control was not properly initiated.
  • Disconnect the USB device, power cycle the device and then re-connect to USB
  • E 0013 Pool overflow Too much clients or access-points are in a pool. This can happen when devices are added to a pool with not all devices of the pool online.
  • To resolve navigate to the Wireless pools view
  • Navigate to the pool with the error, indicated with the warning triangle.
  • Click on the resolve issues button in the top right
  • The assistant will guide through the access points and clients views, resolve issues by removing access-points or clients.
  • E 0014 Pool error This error is shown when a access-point is in more than 1 pool. this can happen when an access-point is added to a new pool without removing it from the previous pool with all antenna's connected.
  • To resolve navigate to the Wireless pools view
  • Navigate to the pools that should not contain the antenna.
  • Click on the resolve issues button in the top right
  • The assistant will guide through the access points and clients views, Resolve by removing the access-point from the undesired pool.
  • E 0015 Programming wireless failed The connection between a Green-GO USB device and Green-GO control encountered an issue.
  • Disconnect the USB device, power cycle the device and then re-connect to USB
  • Remove and Add the wireless beltpack to the pool
  • E 0016 Reading wireless failed An issue was found in the communication between the Antenna and Green-GO control.
  • Power off the wireless antenna, Navigate to the connections view and press remove offline. Reconnect the Wireless antenna
  • E 0017 Wireless region error One or more devices within a pool have a mis-matching dect regional setting.
  • Navigate to the Connections view and check the dect region setting for all Wireless access-points and Beltpacks.
  • E 0018 Wireless error If this error is shown it is strongly advised to clear all DECT pairing and re-create the wireless pools
    E 0019 Binary create failed An issue has been encountered creating the binary config file for the devices. The configuration file might be corrupted. attempt to recover
  • Save the file. Then create a new file and attempt to merge the possible corrupt file to recover the configuration.
  • E 0020 Opening port failed the specified TCP or UDP port could not be opened. Part of the application can not function. Another application could be using this port. Try closing other applications.
    E 0021 Script corrupted The (binary) script that was attempted being load was corrupted or damaged and could not be recovered. Try finding another copy of the script.
    Warning Description Solution
    E 1001 Unknown warning
    E 1002 Wireless pool warning One or more Pools have a mismatch in programmed pairing. This can happen for example when a beltpack is added to a pool with only one of two antenna connected.
  • To resolve navigate to the Wireless pools view
  • Navigate to the pool with the error, indicated with the warning triangle.
  • Click on the resolve issues button in the top right
  • The assistant will guide through the access points and clients views, resolve issues by adding or removing access-points or clients.
  • For clients it might be necessary to remove and re-add and/or to be connected through USB.
  • E 1003 Encryption mismatch One or more devices do have a encryption key that is not matching with other devices. To use encryption ALL devices need to have the same matching encryption key. for more information see the encryption setup guide
    Infog Description Solution
    E 2001 Battery low replace or charge the battery of this device

    Written by: Henk-Jan Blok, Timo Toups