Just bought a XMC-2 and cannot get the ethernet port to link

[chaosangel]

Hi Keith! (and all) 

I hope this is the correct place to ask for advice on this. 

I've just purchased a 2nd hand XMC-2 processor and am attempting to set it up for the first time.  No matter what I do, I cannot get the ethernet Nic to get a link light (on the XMC-2 unit or the network switch end)  and therefore no IP, no matter what I seem to try. I raised the issue with the previous owner (who had the unit since new) and he advised that he never used the Ethernet port, so it's likely been like this since new.

I've researched this over the forum and can see many people having challenges with the ethernet port but the general advice on ensuring to keep the unit hard-powered off for more than 30 secs does not seem to work for this unit. Without an ethernet connection (and no wifi to fall back to), I won't be able to use the processor at all as no Dirac calibration is a non-starter in our room.

I have a managed Unifi network, so I can log into the router and see exactly what the ports are doing as well as manually limit the ports down to 100Mb/s or even 10Mb/s if needed which hasn't helped.

In ALL of the below scenarios, neither the XMC-2, nor the network switch will get a link light and therefore network will not provide an IP.

Things I have tried: 

* As per reading Keith's advice on multiple threads there. I've been making sure to hard-power off the unit (including unplugging) for more than 30 secs. Then power on, allow the unit to go through boot and turn itself into standby - then wait anthor 30secs (at least), and then press the front button to power on. 

* In addition to this I have tried waiting various timeframes with the unit unplugged/off. +30secs, +60min +5mins, and overnight (when I plugged in and powered on from being off overnight, I also was sure to make sure it entered standby with the front power button in orange state after initial cold-boot for about 10mins before pressing front power switch to boot fully). None of these combos make a difference. 

* As per another thread I found here, I have tried switching the XMC-2 from "Vid remains on" and "Lowest power" with no change in behavior. I understand that if I can get a link, then keeping it on "Vid remains on" may help for the Nic to not shutdown when going into standby, but as I can't get any link at all, that setting isn't making a difference.

* I have tried both DHCP, and also setting a Static IP on the unit (both in combo with "Vid remains on" and "Lowest power". No change. I've also tried hard-coding an IP for the port the unit is connected to from the managed network switch side, which would force it to use an IP if it were linked. That also didn't help (and wouldn't help if there's no physical link, but I wanted to try anyway. Fow now I have everything set back to DHCP.

* XMC-2 came preinstalled with firmware 3.2. While troubleshooting this, I tried flashing the special firmware 3.12beta as it was listed it may help in some situations and as that didn't make a difference to the Nic behavior - I then flashed it back to 3.2 where it is now.

* Tested 4x different Ethernet cables (all tested working on other devices), including the short cable supplied with the XMC-2

* Tested all 4 cables with 3 different network switches - My main Unifi 24 port managed switch (where I tried manually limiting the port to 1Gb/s, 100Mb/s and 10Mb/s), also have tried the supplied Emotiva 4port switch and also a spare unmanaged 8 port gigabit switch). Note, the Emotiva-supplied switch will get a link to my managed switch - but not to the XMC-2.

* All of the above is also tested with nothing else plugged into the switches, just the XMC-2, in order to eliminate any conflicts. The Dirac Raspberry Pi was not plugged into the Emotiva switch when I tried it with the XMC-2.

I'm trying to think of what else I've tried, I spent 8 hours on this last night trying various combinations of settings, cables and switches as well as amounts of time with the unit hard powered off (including leaving it unplugged overnight). I'm sure I've tried more than this list, but the above is the bulk of it. 

I must admit I'm fairly frustrated with this. After I found the issue, I searched here and see many people having issues with the Nic so it doesn't seem like a one off - but, many seem to say that ensuring the power is off for enough time should result in a link. Because of this, it feels like this issue is hopefully solvable and not a hardware failure (I am in Australia, and only just received this unit yesterday, so I very much hope it's something I can work around here without having to send it to the USA as it may not be worth the time and cost) - but I'm starting to wonder as I have tried so many combinations to troubleshoot and can't seem to find a combo that will get a link light.

Really appreciate any advice with this. Very much hoping I've missed something. I have an XPA-7 Gen3 amp in the theatre and had hoped to try all an Emotiva sound path.

Thanks!

Edit: I forgot to mention that prior to updating the firmware, I tried a factory reset of the unit, which didn't help. I also factory reset again after each firmware update (as per the update instructions provided by Emotiva)

[AudioHTIT]

Hi chaosangel , and welcome to the Lounge. Sorry you’re having difficulty with the network port, but as you’ve read, it’s not totally unusual. I also have a UniFi network, though for only for a few years now, my RMC-1 precedes it, but is now plugged into a UniFi Switch 8 (8 port PoE powered switch), it also worked with my previous switch. and I have not experienced the inability to even get a link. When you say, no link light, I assume both the XMC-2 and the switch port? My only significant network issue with the RMC-1, has been the NIC becoming unresponsive during what is likely heavy CPU loads (4K, DV, Atmos), and it usually comes back.

You’re troubleshooting seems pretty thorough, the only thing I didn’t see you mention is a factory reset, might be worth a try, good you’re leaving the Dirac box out for the time being. Fom the UniFi side, do you have any configuration for this device? Name, Fixed IP, Changed Icon, etc? If so you might try deleting / removing the object, but really with the problem seemingly at the physical layer, none of that should matter. I understand there is a Emotiva service location in Australia, you might start there if it’s difficult to call Emotiva HQ.

[ttocs]

Perform a Factory Reset and wait for it to complete, go into standby, then switch off the rear power switch, while it's off unplug the network for a minute or so, then restart the network.

After the network settles and is fully functional, turn on the XMC-2 rear power switch. It's possible that the XMC-2 will boot automatically from the cold state, but if it doesn't, wait a minute and then press the power button to boot up.

If you don't see a Link Light for the XMC-2 on your network switch within the first 4 seconds during the boot process, it won't happen. You don't need to fully boot up to see if it gets a link. It just takes 4 seconds.

Go into Information to view the network address info.

edit: Now I see that AudioHTIT got his response up before me. Try his suggestions first with your network.

[chaosangel]

Apr 30, 2024 23:44:32 GMT -5 AudioHTIT said:

Hi chaosangel , and welcome to the Lounge. Sorry you’re having difficulty with the network port, but as you’ve read, it’s not totally unusual. I also have a UniFi network, though for only for a few years now, my RMC-1 precedes it, but is now plugged into a UniFi Switch 8 (8 port PoE powered switch), it also worked with my previous switch. and I have not experienced the inability to even get a link. When you say, no link light, I assume both the XMC-2 and the switch port? My only significant network issue with the RMC-1, has been the NIC becoming unresponsive during what is likely heavy CPU loads (4K, DV, Atmos), and it usually comes back.

You’re troubleshooting seems pretty thorough, the only thing I didn’t see you mention is a factory reset, might be worth a try, good you’re leaving the Dirac box out for the time being. Fom the UniFi side, do you have any configuration for this device? Name, Fixed IP, Changed Icon, etc? If so you might try deleting / removing the object, but really with the problem seemingly at the physical layer, none of that should matter. I understand there is a Emotiva service location in Australia, you might start there if it’s difficult to call Emotiva HQ.

Hi, AudioHTIT, thanks so much! 

Yes, I forgot to mention that I did try a factory reset (first thing I tried prior to updating the firmware), I also reset again after firmware update as per the 3.2 instructions. 

And yes - you are correct, no link light on either the XMC-2, or the switch end. 

For the Unifi setup, I have the port set to default DHCP for the correct subnet, no changed icon etc, but did try manually pushing a set IP from the Unifi, and also tried manually setting a static IP from the XMC-2 end. I also tried various ports on the Unifi, as well as the provided Emotiva switch, and in addition - another old 8-port gigabit switch that I had laying around (unmanaged). So I'm 99.99999% sure that it is not a switch-port compatibility issue.

As yes I think keeping the Dirac out of the chain until I can get this resolved is a good idea.

Thanks for replying, I really appreciate it.

[chaosangel]

Apr 30, 2024 23:58:56 GMT -5 ttocs said:

Perform a Factory Reset and wait for it to complete, go into standby, then switch off the rear power switch, while it's off unplug the network for a minute or so, then restart the network.

After the network settles and is fully functional, turn on the XMC-2 rear power switch. It's possible that the XMC-2 will boot automatically from the cold state, but if it doesn't, wait a minute and then press the power button to boot up.

If you don't see a Link Light for the XMC-2 on your network switch within the first 4 seconds during the boot process, it won't happen. You don't need to fully boot up to see if it gets a link. It just takes 4 seconds.

Go into Information to view the network address info.

edit: Now I see that AudioHTIT got his response up before me. Try his suggestions first with your network.

Hi, ttocs - thanks for this! 

I did try a factory reset in my initial testing.. I knew I forgot to mention something

But I will try these suggested steps in this exact order and report back, thank you!

[chaosangel]

Apr 30, 2024 23:58:56 GMT -5 ttocs said:

Perform a Factory Reset and wait for it to complete, go into standby, then switch off the rear power switch, while it's off unplug the network for a minute or so, then restart the network.

After the network settles and is fully functional, turn on the XMC-2 rear power switch. It's possible that the XMC-2 will boot automatically from the cold state, but if it doesn't, wait a minute and then press the power button to boot up.

If you don't see a Link Light for the XMC-2 on your network switch within the first 4 seconds during the boot process, it won't happen. You don't need to fully boot up to see if it gets a link. It just takes 4 seconds.

Go into Information to view the network address info.

edit: Now I see that AudioHTIT got his response up before me. Try his suggestions first with your network.

OK - have completed this: 

1) Performed factory reset
2) Pressed front power switch, waited for standby
3) Switched off at rear 
4) Unplugged network cable and waited 80 seconds
5) Rebooted all network gear (Router, 10Gb Switch and the 1Gb 24port managed switch that the XMC-2 is connected to), this renewed all DHCP leases
6) Waited until all network devices came back online with new leases and router had completed boot, Aprox 7mins, plugged XMC-2 network cable back in.
7) Turn on XMC-2 rear switch, wait for initial Boot. 
8) Unit booted into standby. Waited about 90 secs then pressed front power.
9) Unit turns on into fully booted mode

Still no link light. Network address info in menu lists:

IP 0.0.0.0
Subnet Mask: 0.0.0.0
Gateway: 0.0.0.0
DHCP: Ticked
DNS1: 8.8.8.8
DNS2: 208.67.222.222

[chaosangel]

I should be clear that I also understand the XMC-2 port is 100Mb, my managed switch will autonegotiate down to a 100Mb (or even 10Mb) link where needed, and I did also try the Emotiva switch (as well as another). I also tried forcing the port on the Unifi switch to 100Mb, so as to eliminate link speed from the equation.

[KeithL]

Hi... all...

Sorry to hear you're having trouble there.
And it sounds like you've already done a pretty thorough job of troubleshooting.
(I may have one or two other things you could try... but we'll get to that...)

However there is one thing I would like to mention about "Ethernet issues"... mostly to "get it out of the way" for other folks reading this.
We do actually test the Ethernet port as part of the final test on our processors but we've certainly had a few fail afterwards.
However, when considering what you read online, you need to separate "network issues" from "network issues with Dirac Live".
More specifically, we see quite a few reports of "Dirac can't find the processor", or "can't ENABLE Dirac", and those are usually NOT due to Ethernet hardware issues.
The Dirac Live software is rather prone to "compatibility issues" with various types of network hardware and network configurations.

Unfortunately it sounds like you may have "a plain old Ethernet hardware issue".
And it also sounds like you've already tried most of the things I would have suggested.

We normally would specifically suggest explicitly switching DHCP off and on again in sequence....
Go into the menu; uncheck DHCP; back all the way out of the menu; go back into the menu; re-check the DHCP box; then back all the way out again.
(I doubt this would help but it couldn't hurt to try... and an internal software issue can prevent the port hardware from turning on.)

I gather you actually also tried manually entering an appropriate IP address directly into the processor...
Which should work, even if DHCP was NOT working, so that rules out a lot of other things...

Another thing, from a purely mechanical point of view, is to get a flashlight and look into the Ethernet port on the rear of the unit.
The female connector in the unit uses a row of little wires to make contact with the Ethernet connector on the cable.
These wires can get bent down, or to the side, and then fail to make contact.
If any of the wires is out of line, or bent down, it can generally be bent back into position with a pair of needle-nose pliers or strong tweezers.

Unfortunately, beyond that, we're probably looking at a broken connection inside the Ethernet connector or between the connector and the PCB.
(And, since the original owner wasn't using the Ethernet port, there's no way to tell when it stopped working after it left the factory.)

There is one other thing you could try... much as I hate to even suggest it.
If there is a broken connection inside the connector, especially if it happened due to the cable getting stressed, you MIGHT find that it helps to apply gentle upward force on the Ethernet cable...
(Lift up on the cable right next to the connector, gently, with one finger, and see if the light lights... )

Apr 30, 2024 22:52:07 GMT -5 chaosangel said:

Hi Keith! (and all) 

I hope this is the correct place to ask for advice on this. 

I've just purchased a 2nd hand XMC-2 processor and am attempting to set it up for the first time.  No matter what I do, I cannot get the ethernet Nic to get a link light (on the XMC-2 unit or the network switch end)  and therefore no IP, no matter what I seem to try. I raised the issue with the previous owner (who had the unit since new) and he advised that he never used the Ethernet port, so it's likely been like this since new.

I've researched this over the forum and can see many people having challenges with the ethernet port but the general advice on ensuring to keep the unit hard-powered off for more than 30 secs does not seem to work for this unit. Without an ethernet connection (and no wifi to fall back to), I won't be able to use the processor at all as no Dirac calibration is a non-starter in our room.

I have a managed Unifi network, so I can log into the router and see exactly what the ports are doing as well as manually limit the ports down to 100Mb/s or even 10Mb/s if needed which hasn't helped.

In ALL of the below scenarios, neither the XMC-2, nor the network switch will get a link light and therefore network will not provide an IP.

Things I have tried: 

* As per reading Keith's advice on multiple threads there. I've been making sure to hard-power off the unit (including unplugging) for more than 30 secs. Then power on, allow the unit to go through boot and turn itself into standby - then wait anthor 30secs (at least), and then press the front button to power on. 

* In addition to this I have tried waiting various timeframes with the unit unplugged/off. +30secs, +60min +5mins, and overnight (when I plugged in and powered on from being off overnight, I also was sure to make sure it entered standby with the front power button in orange state after initial cold-boot for about 10mins before pressing front power switch to boot fully). None of these combos make a difference. 

* As per another thread I found here, I have tried switching the XMC-2 from "Vid remains on" and "Lowest power" with no change in behavior. I understand that if I can get a link, then keeping it on "Vid remains on" may help for the Nic to not shutdown when going into standby, but as I can't get any link at all, that setting isn't making a difference.

* I have tried both DHCP, and also setting a Static IP on the unit (both in combo with "Vid remains on" and "Lowest power". No change. I've also tried hard-coding an IP for the port the unit is connected to from the managed network switch side, which would force it to use an IP if it were linked. That also didn't help (and wouldn't help if there's no physical link, but I wanted to try anyway. Fow now I have everything set back to DHCP.

* XMC-2 came preinstalled with firmware 3.2. While troubleshooting this, I tried flashing the special firmware 3.12beta as it was listed it may help in some situations and as that didn't make a difference to the Nic behavior - I then flashed it back to 3.2 where it is now.

* Tested 4x different Ethernet cables (all tested working on other devices), including the short cable supplied with the XMC-2

* Tested all 4 cables with 3 different network switches - My main Unifi 24 port managed switch (where I tried manually limiting the port to 1Gb/s, 100Mb/s and 10Mb/s), also have tried the supplied Emotiva 4port switch and also a spare unmanaged 8 port gigabit switch). Note, the Emotiva-supplied switch will get a link to my managed switch - but not to the XMC-2.

* All of the above is also tested with nothing else plugged into the switches, just the XMC-2, in order to eliminate any conflicts. The Dirac Raspberry Pi was not plugged into the Emotiva switch when I tried it with the XMC-2.

I'm trying to think of what else I've tried, I spent 8 hours on this last night trying various combinations of settings, cables and switches as well as amounts of time with the unit hard powered off (including leaving it unplugged overnight). I'm sure I've tried more than this list, but the above is the bulk of it. 

I must admit I'm fairly frustrated with this. After I found the issue, I searched here and see many people having issues with the Nic so it doesn't seem like a one off - but, many seem to say that ensuring the power is off for enough time should result in a link. Because of this, it feels like this issue is hopefully solvable and not a hardware failure (I am in Australia, and only just received this unit yesterday, so I very much hope it's something I can work around here without having to send it to the USA as it may not be worth the time and cost) - but I'm starting to wonder as I have tried so many combinations to troubleshoot and can't seem to find a combo that will get a link light.

Really appreciate any advice with this. Very much hoping I've missed something. I have an XPA-7 Gen3 amp in the theatre and had hoped to try all an Emotiva sound path.

Thanks!

Edit: I forgot to mention that prior to updating the firmware, I tried a factory reset of the unit, which didn't help. I also factory reset again after each firmware update (as per the update instructions provided by Emotiva)

[chaosangel]

Hi, Keith - thanks for taking the time to reply and for the suggestions.

Yes, I had actually tried exactly your suggestion of changing DHCP to static, backing all the way out and then going back in and turning DHCP back on again - for good measure I just tried it again with no luck.

The port on the back actually looks in perfect condition from the outside. I believe the previous owner when he says he never used the network jack as the Dirac box was unopened when I received it.

A photo of the jack, pins look in good condition:

drive.google.com/file/d/12NDbnl3jmMbnMp35pJknHv9uHveTiKck/view?usp=sharing

I actually already had tried the gentle cable wiggle as well

One more quirk that may or may not be expected behaviour. When I change DHCP to STATIC - while the IP numbers change from 0.0.0.0 to the default STATIC IP of 192.168.0.1, when I then back up one menu level, that level IP still displays DHCP as being active.

Eg:

1) Click TO turn DCHP OFF:

drive.google.com/file/d/12XrIYXwMaH9snzDorhuhMigPuiRXP4WO/view?usp=sharing

2) Press LEFT to go back one menu level. The menu still displays DHCP ENABLED, even though if I then press RIGHT to go back into the IP menu, the NIC is still set to STATIC and the setting has saved. Eg, the setting does stick, it's just the menu one level up that always displays DCP ENABLED no matter whether DHCP is on or STATIC.

drive.google.com/file/d/12VCTjP8kRAbIh4rRsiKPm4JYBS5zaPs_/view?usp=sharing

This may just be a menu quirk and expected behaviour? I don't think it's related to the Nic not getting any link at all, but thought it worth mentioning.

At this stage, I am kind of out of ideas..

[chaosangel]

Keith, unless you think there's anything else I can try (not sure if there's some kind of service menu or internal diagnostics that the unit can run to test the Nic card? - Would you be able to point me in the right direction to have this fixed? I've emailed the rep that the previous owner put me in touch with at Emotiva for the warranty transfer a handful of times over the past week but haven't gotten a reply.

I bought this unit to run our post-production theatre but as it is now, I can't use it without Dirac connectivity and will have to purchase an alternative if we can't get this sorted in the short term, so I'd really appreciate being able to have it repaired.

If it were a matter of simply switching out the PCB with a replacement, I'd be more than happy to try that here if that were deemed OK by Emotiva. I am a fair way out of the city in Australia so it will be a bit of a pain to have to send the unit around the place..

In a previous life my role was Technical Supervisor for large Hollywood studio films so I know my way around repairs and would be happy to try a board swap if that was an option.
Thank you!

[AudioHTIT]

May 1, 2024 23:01:50 GMT -5 chaosangel said:

Keith, unless you think there's anything else I can try (not sure if there's some kind of service menu or internal diagnostics that the unit can run to test the Nic card? - Would you be able to point me in the right direction to have this fixed? I've emailed the rep that the previous owner put me in touch with at Emotiva for the warranty transfer a handful of times over the past week but haven't gotten a reply.

I bought this unit to run our post-production theatre but as it is now, I can't use it without Dirac connectivity and will have to purchase an alternative if we can't get this sorted in the short term, so I'd really appreciate being able to have it repaired.

If it were a matter of simply switching out the PCB with a replacement, I'd be more than happy to try that here if that were deemed OK by Emotiva. I am a fair way out of the city in Australia so it will be a bit of a pain to have to send the unit around the place..

In a previous life my role was Technical Supervisor for large Hollywood studio films so I know my way around repairs and would be happy to try a board swap if that was an option.
Thank you!

As mentioned above, I’m reasonably sure there is a service center in Australia, if you fill out the form at the link below, there is a location field with Australia as a selection. It would seem like a good place to start.

emotiva.com/pages/international-support

[chaosangel]

Thanks, AudioHTIT. I've submitted the form on the support page. There's no contact details listed there, but hopefully they will get back to me.
Appreciate the help.