Skip to main content

SUR500 Troubleshooting

Permanently deleted user
  • Updated

Troubleshooting

Most problems can be resolved by completing steps 1 and 2 of this troubleshooting guide by ensuring the remote boots up properly and the latest firmware is running.

Startup Sequence for a SUR-0500 Remote:

For ALL SUR-0500 Remotes:

  1. Place the SUR-0500 into the charging base. Confirm charging base is working.
  2. With the SUR-500 remote on the charging base, press and hold Home + Power buttons for 10 seconds.  The SUR-0500 screen will shutoff. (Goes to black).
  3. Release Home + Power, and the splash screen will display to start the animation, which takes approximately ~90 seconds to complete.

Note: Ensure that the SUR-0500 is running the latest firmware, before continuing this guide. For more information on updating firmware of the SUR, reference Updating Remote Firmware

https://symbioav.zendesk.com/hc/en-us/articles/203588378-SUR500-Updating-Firmware


If the SUR-0500 has been configured before, manually update the firmware, until no more firmware updates are available. 

Note: If the remote has already been used and configured with a working Wi-Fi® at the current location, it will display Loading... while it tries to connect to the host.

Gathering Logs from the SUR-0500

On the SUR-0500, go to Settings > Send Logs. This sends the logs to the Master Host. Please replicate the situation before sending the logs to the Master Host.
Note: The logs for the SUR-0500 are reset after a reboot of the SUR-0500.

 Specific Cases

 Case #1

Symptom: Snow screen when starting
Cause: The remote has an issue talking to the battery fuel gauge chip and displays whatever is in memory (random pixels).
Firmware: Independent, all SUR-0500-XX
Recovery:
  1. Place the SUR-0500 in a powered charging base.
  2. While in the charging base, press and hold the Home + Power buttons.
  3. Hold the Home + Power buttons until the screen goes black and then displays Savant.
  4. Leave in the charging base to fully charge.
  5. If the above steps do not work, submit an RMA Ticket with Required Ticket Information.

 

Case #2
Symptom: Missing or dark lines on the screen
Cause: Issue is related to the OLED.
Firmware: Independent, all SUR-0500-xx
Recovery: RMA the remote as this cannot be fixed in the field. Submit an RMA Ticket with Required Ticket Information.

 

Case #3
Symptom: Remote falls asleep while updating firmware.
Cause: Firmware did not override sleep time while updating firmware.
Firmware: OS Version 1.1.14 and earlier
Recovery: Keep remote awake by shaking every 30 seconds during the download.

 

Case #4
Symptom: “Savant charging” stuck on screen and words go off center on the screen
Cause: The remote is reporting 0% charge but cannot get to 1%. This is due to incorrect firmware on a chip that is used to monitor the power buttons to turn on the remote.
Firmware: Independent, all SUR-0500-XX
Recovery:

Fix: This issue cannot be fixed over the air (OTA) but should be resolved with the following procedure:

  1. Make sure the charging base is connected to the power supply.
  2. Place the SUR-0500 securely in the charging base.
  3. The remote should display Savant charging
  4. Let the remote charge for 5 minutes.
  5. Remove remote from the charging base.
  6. Press and hold the Home + Power buttons while re-docking the remote.
  7. The remote will display Savant charging
  8. Let the remote charge for 10 minutes.
  9. Undock the remote, if the remote displays Low battery the remote is now properly charging.
  10. Place the remote back on the charging base until fully charged.

 

Case #5
Symptom: Remote displays “Unfortunately, Remote has OK.”
Cause: The remote application has crashed.
Firmware: Independent, all SUR-0500-XX
Recovery:

The crash can be caused for a multitude of reasons. Engineering will require looking at the logs. When this happens, please do the following

  1. Press the OK hard button to clear the screen
  2. Go to Settings > Send Logs.
  3. Get the logs for the master host using System Monitor or screen share with the master host and get the logs using Terminal and running the/rpmGetLogs command.
  4. Collect the system configuration.
  5. Create an RMA Ticket for Engineering; please provide the Required Ticket Information.

 

Case #6
Symptom: No networks appear in Settings > Wi-Fi.
Cause: If the remote battery dies or the remote is powered off within 2 minutes after resetting the remote, it may corrupt the wpa_supplicant process.
Firmware: Independent, all SUR-0500-xx
Recovery:

Follow this procedure:

  1. Verify that Wi-Fi networks are available when using another Wi-Fi device.
  2. Reset the remote (Settings > Reset > Remote)
  3. Please wait 2 minutes.
  4. Go to Settings > Wi-Fi and look for a network.
  5. If no networks are found, hold the Home + Power buttons until the screen goes black and then displays Savant.
  6. Once the SUR-0500 fully loads, the Wi-Fi screen will show the available networks.

 

Case# 7
Symptom: The battery in the SUR-0500 depletes at a rapid rate and does not appear to retain a charge even when not in use.
Cause: Ruckus WAPS and/or networking gear utilizing Ruckus Zone Director.
Firmware: Independent, all SUR-0500-xx
Recovery:

Workaround: Settings can be changed on the Ruckus system to disable Directed-Multicastpackets. Savant has been provided the procedure below by Ruckus.

If using Standalone Ruckus APs:

  1. Using Terminal, SSH into the Ruckus AP.
  2. Enter the following command: set directed-thr wlan0 0 <ENTER>
  3. Type quit and press the <ENTER> button to end the terminal session.

If using Ruckus Zone Director:

  1. Using terminal, SSH into the Ruckus Director and login.
  2. Enter the following commands:

enable <ENTER> or <RETURN>

config <ENTER> or <RETURN>
wlan <Your WLAN SSID> <ENTER> or <RETURN>
no qos directed-multicast <ENTER> or <RETURN>

  1. end <ENTER> or <RETURN> (ends config setup)
  2. end <ENTER> or <RETURN> (ends terminal session)

Comments

0 comments

Please sign in to leave a comment.

Powered by Zendesk