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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 organization-solid 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 organization-solid 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.
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.

MCXEXT & MCXD Extension

Problem description Possible solution(s)

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.

BPX & BPXSP Beltpack

Problem description Possible solution(s)

WBPX & WBPXSP Beltpack

Problem description Possible solution(s)

WAA Antenna

Problem description Possible solution(s)

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.

Q4WR 4-Wire Interface

Problem description Possible solution(s)

DNTX Dante Interface

Problem description Possible solution(s)

BridgeX Network Interface

Problem description Possible solution(s)

BCN Beacon Light

Problem description Possible solution(s)
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