Prerequisites

Complete these certification training courses:

• Q-SYS Training: Level 1 for Cinema
• Q-SYS Training: Level 2 for Cinema (when available)
• Quantum Training: Level 1 for Cinema (when available)

See the QSC Cinema Training site for information on these courses.

Before contacting Support, check for these common network configuration problems:

• Make sure that only one network interface has a Gateway configured and do not exceed 510 devices (/23) per IP subnet. For more information, see Addressing & Routing.
• If you have made changes to the Gateway or if you created static routes, reboot the Q-SYS Core processor for the changes to take effect.
• Q-SYS devices do not support Ethernet tagged frames (802.1q, ISL, or other such VLAN tagging technology) on the switch port where Q-SYS connects. Ensure the switch ports are configured as access ports (edge ports) with no possibility of VLAN tagging. Refer to Network Switches & Infrastructure for other switch requirements.
• LAN interfaces (LAN A, LAN B, etc.) must not be on overlapping networks and must be on different VLANs or switches. For more information, see Redundant Routed Network Requirements.
• Make sure that you have selected the correct Q-SYS DSCP settings for your project type in Design Properties. Verify that those QoS values are configured on all switches and ports using Strict Priority Queuing. Refer to the Quality of Service (QoS) topic for priority information for clocking, audio, and video.
• Q-LAN has strict network performance requirements due to its very low latency. See the Performance Requirements topic.
• Deployments that use multicast data for transport of audio or video require a proper IGMP snooping v2 configuration. See IGMP Requirements.
• Keeping the lowest possible switch hop count between Q-SYS devices yields best results. Refer to the Hop Count & Network Diameter topic for requirements.
• 3rd party AES67 devices may not be able to support Layer 3 network deployments and may affect Q-SYS performance in a Layer 3 network deployment. For more information, see Other Networked Audio.

Go through this list of troubleshooting questions and answer them before contacting Support.

CAUTION: Always save a backup copy of your Q-SYS design before attempting any intrusive troubleshooting.

• Was the Q-SYS system operating properly beforehand, or is it a new deployment?
• Is this a dedicated network for Q-SYS only, does it share the network with other AV equipment, or is Q-SYS running on a fully converged network shared with AV and other IT devices?
• Can you identify a trigger that can cause this issue to occur on a regular basis? Was the system updated before failing?
• Is the issue tied to a specific network location (IDF/MDF) or time of day?
• Identify the Q-SYS version running on the system. Was the system updated before failure?
• What is the make and model of the network switches used in your Q-SYS deployment?
• Download the Q-SYS System Information file (a.k.a. Q-SYS Log Archive) from Core Manager > Utilities.
• What type of network deployment are you using (Q-SYS LAN A only or both LAN A and LAN B for redundancy) and what is the number of switches and link speeds between switches?
• Have you enabled verbose mode within the Q-SYS design file for Q-SYS devices and AES67 status blocks? Have you captured (via screenshot) verbose mode statistics after a period of time during which the problem occurred?

For expedited support, provide a detailed description of the issue. In the case description notes, include any troubleshooting steps you have already performed. For example:

• Good Description – "The Amplifier is showing a Low AC error. I measured the power source to 120V AC and I tried a different good known power cord. I also followed the amplifier Troubleshooting Triage in the QSC support website or in the troubleshooting guide."
• Bad Description – “Won’t stay online. Communication issue."

Refer to the Support topic for more information.