How can we help you?

Retrieving Diagnostic Information (Serial Capture)

Background

This document describes how to retrieve diagnostic information from an Encore Player or Server or a Premiere Server, including 1st generation Cinema One.

NOTE: This procedure does not apply to Alto or Cinema One (2nd generation); they do not have a serial connection.

Preparation

Tools Required
For Encore Systems:
  • Computer or laptop with standard USB-A connection
  • Male micro-B USB to male USB-A cable (commonly used to connect to portable electronics)
         User-added image

For Premiere systems:
  • Computer or laptop with DB-9 serial connection OR USB to DB-9 serial adapter
  • Female-to-female DB-9 serial null modem cable
   User-added image
Procedure

Encore: Connect USB of Laptop to micro-USB Port of the Kaleidescape Component

1. Turn off the Kaleidescape Encore player or server.

2. Connect the larger USB-A end of the USB cable to an available USB port on the computer.

3. Connect the micro-B USB end of the cable to the SERVICE port on the Kaleidescape Encore player or server.

     User-added image

4. Your computer should detect a new USB device being connected and automatically install device drivers, even without power to the Kaleidescape Encore device.
 
5. Note which serial port number was added.  This will either be in a pop-up message or found in the Windows device manager under ports or Mac OS system information under USB.


NOTE: Do NOT turn on the Kaleidescape Encore player or server yet.

Premiere: Connect Serial Port of Laptop to Serial Port of Kaleidescape Server or Cinema One (1st Gen)

1. Turn off the Kaleidescape server or Cinema One.
 
2. Connect one end of the serial cable to a serial port or serial adapter on the computer.
    User-added image

3. Connect the other end of the cable to the CONTROL port on the Kaleidescape server or Cinema One.
 
NOTE: Do NOT turn on the Kaleidescape server or Cinema One yet.
 

Configure a Terminal Emulator

Use the following procedure to configure a terminal emulator and retrieve serial output from the Kaleidescape Encore player and server or Premiere server or 1st generation Cinema One. Several third-party emulators are available that support serial port logging applications. This document describes the procedure using PuTTY.

NOTE: PuTTY is available at http://www.chiark.greenend.org.uk/~sgtatham/putty/.

If using another emulator, see Table 1 for serial parameters.

User-added image
          Table 1: Parameters Required to Retrieve Serial Port Log Information


Basic Options for your PuTTY Session

1. Open PuTTY on the computer. Figure 1 shows the Basic options for your PuTTY session.

2. Select the Serial radio button in the Connection type section.

3. Enter the name of the computer USB or serial port in the Serial line text box. This is usually COM4 or higher for USB ports and COM1 or COM2 for DB-9 serial ports.


4. Enter 115200 in the Speed text box.

User-added image
          Figure 1: Basic options for your PuTTY session


Options - Controlling Local Serial Lines

5. Click Serial under Connection in the Category section of the window. Figure 2 shows Options controlling local serial lines.

6. Verify that None is selected for Flow Control from the drop-down menu.

User-added image
          Figure 2: Options controlling local serial lines


Options Controlling Session Logging


7. Click Logging under Session in the Category section of the window. Figure 3 shows Options controlling session logging.

8. Select the Printable output radio button in the Session logging section.

9. Enter the log file name with a .log extension in the Log file name text box. By default, PuTTY saves the log file in the same directory as the PuTTY application. Use the Browse... button to choose a convenient location for the log file. It is recommended to include the unit serial number in the log file name.

User-added image
          Figure 3: Options controlling session logging


Retrieve the Diagnostic Information​


Use the following procedure to retrieve the diagnostic information.

1. Click Open to open the PuTTY terminal emulation session. An error message appears if the wrong COM port (e.g., COM1) was selected or is already in use. See Figure 4. If necessary, disable any other applications that might be using the selected port.

User-added image
          Figure 4 Connection Error Message



2. Press the POWER button on the Kaleidescape Encore Player or server or Premiere Server.

When using a USB connection to Encore units, Putty may produce a connection error when the Encore unit is powered.

  User-added image
        Figure 5  Error Message when Encore powered.

Quickly click OK to the error message and right click on the title bar of Putty window.  This will pull up a Putty menu.  Select Restart Session and the capture should proceed.
  User-added image

3. Wait for the player, server or Cinema One to start up and reach the point where the problem occurs. This process can take several minutes. Text might or might not appear in the PuTTY window. The serial port output is saved as a text log file in the location specified in Options Controlling Session Logging, step 3 above.

4. Locate the saved log output file and email the file to support@kaleidescape.com. Be sure to include the player or server serial number along with the case number in the subject line if applicable.

5. Close the PuTTY window.

 

Contact

+1 877-352-5343 Toll Free (US Only)
+1 650-625-6160
7:00am - 5:00pm PT (M - F)

support@kaleidescape.com

*Kaleidescape will be closed on the following holidays.