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Post by bigmikestacruz on Nov 11, 2018 18:58:40 GMT -5
I have an XMC-1 that I'm having serious trouble getting to work correctly for me. I recently upgraded the video board and that seemed to introduce a few more troubles.
I saw Andrew Robinson's post about calling Emotiva if I want support. I am very uncomfortable on the phone, so I sent them an email asking how to get support without the phone and it's gone unanswered.
How can I get support for my various problems with my XMC-1 without having to call them?
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DYohn
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Post by DYohn on Nov 11, 2018 19:04:06 GMT -5
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klinemj
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Post by klinemj on Nov 11, 2018 19:55:39 GMT -5
However...with complex products like the XMC-1, it's difficult to troubleshoot with text. Phone is so much better to work through subtle details.
Mark
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Post by bigmikestacruz on Nov 11, 2018 20:20:05 GMT -5
However...with complex products like the XMC-1, it's difficult to troubleshoot with text. Phone is so much better to work through subtle details. Mark I've been suffering these problems since September because I don't wish to call. I hope the support page offered above yields a different result this time. |
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klinemj
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Post by klinemj on Nov 11, 2018 21:38:57 GMT -5
However...with complex products like the XMC-1, it's difficult to troubleshoot with text. Phone is so much better to work through subtle details. Mark I've been suffering these problems since September because I don't wish to call. I hope the support page offered above yields a different result this time. I understand - but I am afraid it will be very difficult to resolve without calling...and that will just extend your suffering. I hope it works out, though. Mark |
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Post by garbulky on Nov 11, 2018 22:57:17 GMT -5
If you dont get a response via the support page. Try again. Also check your email to make sure the response hasn't gone to the spam/junk mail folder. I know you don't want to call and I'm sure you have a good reason.... but you may want to call. They are nice people.  |
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Post by mick on Nov 12, 2018 4:02:20 GMT -5
Hey Big Mike,
I'm sure people here would be happy to help you.
Please tell us your issues with your XMC-1.
cheers
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Post by AudioHTIT on Nov 12, 2018 4:50:43 GMT -5
I have an XMC-1 that I'm having serious trouble getting to work correctly for me. I recently upgraded the video board and that seemed to introduce a few more troubles. I saw Andrew Robinson's post about calling Emotiva if I want support. I am very uncomfortable on the phone, so I sent them an email asking how to get support without the phone and it's gone unanswered. How can I get support for my various problems with my XMC-1 without having to call them? If you have a specific problem with the V3 board you can send an eMail to v3support@emotiva.com. They may reply if there’s a known solution, or it may be something they will try to duplicate. This may not be the best way for general troubleshooting. You should also read and post your problems in the Official V3 Thread, lots of experience there: emotivalounge.proboards.com/post/948592/thread |
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Post by Hair Nick on Nov 12, 2018 12:01:44 GMT -5
It really depends on what the issue is. We have some things that we can take care of in an email that are very simple. We have other times where we will be on the phone with someone for at least 2 hours.
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Post by 405x5 on Nov 12, 2018 15:13:13 GMT -5
I have an XMC-1 that I'm having serious trouble getting to work correctly for me. I recently upgraded the video board and that seemed to introduce a few more troubles. I saw Andrew Robinson's post about calling Emotiva if I want support. I am very uncomfortable on the phone, so I sent them an email asking how to get support without the phone and it's gone unanswered. How can I get support for my various problems with my XMC-1 without having to call them? Explain the issues to a friend or family member willing to use the phone on your behalf? You could even make it a conference call?! Bill |
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Post by Soup on Nov 12, 2018 17:05:42 GMT -5
Excellent suggestion.
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Post by bigmikestacruz on Nov 13, 2018 0:04:06 GMT -5
Well, I didn't receive a reply to my second email to the support page offered above. I suspect it is unattended at this point. I intend to cruise through the Official V3 Thread in a spell.
Here's my list of troubles. The XMC-1 replaced a UMC-200 I used for more than four years. The XMC1 is in Video On Standby mode. I've upgraded all my HDMI cables and swapped them around in an effort to eliminate them as the source of my troubles. Thanks for your attention to this.
* ARC does not work. I have enabled all CEC on everything including XMC1, TV, DVR, and Oppo 203. The cable is plugged into ARC ports on both the TV and XMC1.
* CEC does not work from TV. I can detect DirecTV DVR through XMC1 when TV scans for CEC devices, but CEC is not forwarded through XMC1 to it.
* Turn on XMC1 and DirecTV in HDMI1 does not appear unless switch to another source and then back.
* Changing sources takes 7 seconds for video, and another 3 seconds for audio, for a total of 10 seconds. This means starting up takes almost a minute and some uncertainty.
* Zone 1 audio is delayed while Zone 2 is not delayed causing loss of audio sync between zones even with Dirac disabled and no distances entered into speaker configuration.
* About every day or two, XMC1 becomes unresponsive and will not switch between inputs until I power the device down from behind.
* Audio is intermittent when restarting program, such as pausing or fast forward on DirecTV. It's like .5 second audio, .5 second silence, then audio is on.
Here's some background info:
Kernel 1.2
HDMI 3.3
CPLD 2.0
Firmware 5.3 18/10/05
FP 2.1
DirecTV: HR54-500
TV: TCL 75C803
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Post by doc1963 on Nov 13, 2018 11:05:58 GMT -5
Well, I didn't receive a reply to my second email to the support page offered above. I suspect it is unattended at this point. I intend to cruise through the Official V3 Thread in a spell. Here's my list of troubles. The XMC-1 replaced a UMC-200 I used for more than four years. The XMC1 is in Video On Standby mode. I've upgraded all my HDMI cables and swapped them around in an effort to eliminate them as the source of my troubles. Thanks for your attention to this. * ARC does not work. I have enabled all CEC on everything including XMC1, TV, DVR, and Oppo 203. The cable is plugged into ARC ports on both the TV and XMC1. * CEC does not work from TV. I can detect DirecTV DVR through XMC1 when TV scans for CEC devices, but CEC is not forwarded through XMC1 to it. * Turn on XMC1 and DirecTV in HDMI1 does not appear unless switch to another source and then back. * Changing sources takes 7 seconds for video, and another 3 seconds for audio, for a total of 10 seconds. This means starting up takes almost a minute and some uncertainty. * Zone 1 audio is delayed while Zone 2 is not delayed causing loss of audio sync between zones even with Dirac disabled and no distances entered into speaker configuration. * About every day or two, XMC1 becomes unresponsive and will not switch between inputs until I power the device down from behind. * Audio is intermittent when restarting program, such as pausing or fast forward on DirecTV. It's like .5 second audio, .5 second silence, then audio is on. Here's some background info: Kernel 1.2 HDMI 3.3 CPLD 2.0 Firmware 5.3 18/10/05 FP 2.1 DirecTV: HR54-500 TV: TCL 75C803 CEC has its problems with the new V3 HDMI board and they're still sorting through them. HERE is a direct link to the latest XMC-1/HDMI v3 firmware. Scroll down to the bottom of this post and read the notes regarding current CEC functionality. ARC is a CEC function and, for me, has always been "hit or miss" on my XMC-1. Right now, it's not working for me either (using my XMC-1), but works fine using my Marantz AV7703. I would also skip the "Support" link on the website. Gather up all of your issues and email them to "v3support@emotiva.com". This is a special account that they have established specifically for problems with the new HDMI board. You will receive a response here, but it will not be as fast as you might like. Otherwise, you have no other option but to call. Hope this helps... |
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Post by bigmikestacruz on Nov 15, 2018 14:28:27 GMT -5
HERE is a direct link to the latest XMC-1/HDMI v3 firmware. Scroll down to the bottom of this post and read the notes regarding current CEC functionality. ARC is a CEC function and, for me, has always been "hit or miss" on my XMC-1. Thanks for encouraging me to follow that thread. I previously had kind of skimmed through it and saw mostly discussions of specific hardware I don't have. I see now that I am not the only one with these problems. Since my UMC-200 works with both CEC and ARC, I assumed the basic technical knowledge was available to Emotiva. I think I found a workaround to the way-too-long startup time, along with improving the WAF, by setting the default startup source to Optical-1 (my TV), and setting the Roku TV to start up in its home page instead of to the XMC1. I'll cross my fingers my fingers that this will also improve stability. |
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