🕵️ Troubleshooting 🕵️
When there is a problem, it is almost always going to be one of 3 things: a physical problem, a network problem, or a problem with the project itself (when is Control4 related).
🔌 Physical Layer
POWER:
- Is the device on?
- Is it receiving power?
CABLES:
- Are all cables properly seated?
- Have the cables been tested or swapped?
ENVIRONMENT:
- What is the location of the device?
- Are there any materials that might be potential sources of interference?
- Have interfering wireless signals (both Wi-Fi and Zigbee) been minimized?
- Has something new been recently introduced into the environment?
🌐 Network Layer
NETWORK CONFIGURATION:
- Is the network connected to the Internet?
- Is the DNS correct?
- Is DHCP properly setup and functioning?
- Are DHCP reservations correct?
- Is the Zigbee (and Z-Wave if applicable) mesh network setup and properly configured?
- Does the individual device have a valid network address (static or DHCP)?
- Is the subnet mask correct?
- Are the Gateway and DNS addresses correct?
IDENTIFICATION:
- Are IP and Zigbee (and Z-Wave) devices properly identified?
COMMUNICATION:
- Is the device communicating on the network?
- Can I contact the device using Ping or Traceroute?
- Is the network dropping packets?
- Do the LAN ports on the switch or access point showing activity?
- Do Zigbee devices have proper signal strength?
🎮 Control4 Problem
DRIVERS:
- Is the driver the correct driver?
- Is the driver the latest version?
- Is the firmware up-to-date?
- Are the driver properties properly configured?
CONNECTIONS
- Are the connections correct?
- Can I control the device using the Control Panel?
ROOM ENDPOINTS
- Are my Room Endpoints complete and correct?
Create a case
In order to provide you with a better service when a problem occurs, please go to our Partner Zone and create a case.
Identify the product
Fill the General Information box with the device’s Serial Number and MAC Address.
There are different ways to find the Serial Number or MAC Address:
- The product’s label
- The product’s original box
- Invoice
- Shipping Note
- OvrC Devices list
- Composer: Connections > Network > IP Network or Zigbee Network
- Router DHCP leases
Note: if after providing the correct number, it is not recognizable, let the field empty and write the SN or MAC under the Case Details.
Describe the problem and tests made
Fill the Case Details section. Please provide a full description of the failure and the tests made to try to solve the problem. Providing a good report will accelerate the process (check the product manual troubleshooting section).
See the example below.
Genesis check the warranty posibilities
A case number will be automatically assigned and you will receive an email with it. Every time a case is modified you will receive an email with the corresponding notification.
Tech Support will check the warranty for the product.
If the product is not under warranty, you can keep the faulty product and we will create a new quote. You will find it because it will be named by the case number + OOW (out of warranty). If you accept it, we will send you a new product for replacement.
If the product is under warranty, we will pick up the faulty product and send you a replacement once the reported problem is confirmed in our offices. This replacement will be free of charge. If the received product is working normally after being tested, we will send it back and the replacement will be charged.
The faulty product picking details will be requested in the case under the Comments tab.
We will need:
- Case number:
- Pickup address:
- Number of boxes:
- Weight:
- Pickup date:
- Pickup time:
- Contact person (name and phone):
Pack the product in its original box, or in an adequate box, protecting it from accidental impacts, and clearly indicate the case reference on the box.
Product repair: Genesis Home Technologies SL doesn’t repair material. If there is an option for repair, the Tech Team will facilitate the contact details for official workshops.
