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Troubleshooting ​

This page covers system-wide issues that affect more than one exhibit: recovering after a site power failure, schedule and time-of-day problems, the iPad control panel, network and Wi-Fi access, and remote support. For a problem with a single exhibit, see that exhibit's page; each one has its own Troubleshooting section at the bottom.

How to approach a problem ​

  1. Note what you see: which exhibit or zone, what time, and what changed (a power event overnight, a schedule change, a daylight saving shift).
  2. Scope it: is it one exhibit or the whole system? One display or the whole wall?
  3. Try the first action once. Most startup and post-power issues clear with a single restart of the affected exhibit source from the control tablet.
  4. Do not repeat a restart more than once, and do not make large projection-alignment changes.
  5. If the first action does not resolve it, contact KMI AV support with what you noted in step 1.

After a site power failure ​

A hard power loss can leave an exhibit playing outside its scheduled hours, or coming up in a stale state at the next startup. The most common fingerprint is a media server that still answers a network ping but shows as not connected to the control system, most often on Harnessing the River. A Core-level audio failsafe already mutes that server's audio outside scheduled hours, so the gallery stays quiet while control is restored.

First actions after a power event:

  1. Confirm the current time is actually outside the exhibit's scheduled hours (most exhibits run 7:00 AM to 6:00 PM; Flowing Waters runs 7:00 AM to 9:00 PM).
  2. Perform a normal warm restart of the affected exhibit source (not a factory reset) and allow it to fully boot.
  3. Turn the exhibit off and back on from the control tablet and confirm it follows the command.
  4. If the exhibit still does not respond after one restart, contact KMI. Do not repeat the restart; a repeated failure needs remote diagnosis.

The full post-power-failure recovery procedure, including the per-exhibit restart order, is maintained by KMI as a separate recovery addendum. Contact support for the current version.

Galleries power on or off at the wrong time ​

The galleries turn on or off an hour early or late

Why

A daylight saving time change can shift the schedule by one hour, and an event override left enabled in the control system can also affect scheduled power-on. All galleries follow a 7:00 AM to 6:00 PM schedule, with Flowing Waters running 7:00 AM to 9:00 PM.

Do this

Note the offset (how much early or late) and the date, which helps tell a daylight-saving shift from an override, and report it to KMI. After any daylight saving change, confirm the schedule still reflects the correct hours.

Still stuck

Correcting the schedule and clearing any override is a remote change to the Q-SYS design.

iPad control panel: a control is missing or mislabeled ​

A control on the iPad is missing or labeled confusinglyUCI · 10.10.0.233

Why

The site iPad (UCI) at 10.10.0.233 is the full system control for turning exhibits on and off, exhibit audio levels, and the schedule. There is no separate application for operating the system from another computer. A control you expect may not be where you expect it, or a button may be labeled in a confusing way.

Do this

Note exactly which control you are looking for and where you expected it, and report it to KMI. Moving or relabeling controls is a remote change to the interface.

Network and Wi-Fi access ​

Two tools run on a laptop or phone and need a connection to the site Wi-Fi to reach the equipment: the projector geometry / alignment application and site camera viewing. Neither works over a general internet connection; the device has to be on the site network. Join the site Wi-Fi (network name: hdvc_av) and, for projector alignment, install the geometry application on the laptop. The password is in the on-site credentials record, in the KMI operations addendum, or available from KMI AV support.

Remote access (KMI-side) ​

KMI monitors the site connection and provides remote support over it. If remote connections are slow or unstable, that is a KMI-side matter handled by support. The on-site exhibits are unaffected, and no site-tech action is needed.

Support contact ​

If the first action does not resolve an issue, contact the KMI AV support team: