Issue Summary

Some TDmH and TDcH headend units may experience a total system failure right out of the box or shortly after installation.

 

 The most commonly reported symptoms include:

- No firmware version shown on the dashboard after login

- GUI becomes unresponsive and crashes within 30 seconds

- Requires power cycle to reconnect

- No data visible in SETTINGS, INPUTS, CAM, or OUTPUT sections

- Inability to upgrade software (device crashes before the process begins)

- Recovery/reset has no effect

- Unit reboots automatically and returns to login page, then freezes again

 

It is important to note that above symptoms do not prove this issue, thus contact the support team or follow the steps the described in the “How to confirm suspected root cause”.


Root Cause

Before disassembly of the unit and to confirm the root cause please send a log file including a description to TRIAX support. As an alternative check the Journal log file.

If the Journal log file contains the phrase “Failed loading CI board main FPGA firmware from file che_cam_fpga.bit – exit”, then this issue is likely related to the backplane (internal connector board)  inside the unit being partially loose.

The loose backplane can be caused by e.g. rough treatment of the unit.


How to confirm suspected root cause

Check the Journal log file by following steps.

  1. Power cycle the unit (to ensure that the log file contains the text)
  2. Wait for at least 3 minutes
  3. Download the log files from the Admin menu.
  4. The log files are zipped, thus unzip the downloaded file.
  5. Enter the unzipped folder called tdch_logfile.
  6. Open the journal.log and search for
    “Failed loading CI board main FPGA firmware”
  7. If found, the experienced issue is most likely caused by the backplane being partially loose.


Resolution Steps

Always report this issue to TRIAX support to ensure that warranty is kept!

  1. Power down the unit completely and disconnect it from mains.
  2. Carefully open the TDmH/TDcH chassis.
  3. Take a photo of the backplane before making adjustments (for documentation).
  4. Ensure the person handling the board is properly grounded (like when installing PC RAM). It is important to use the correct ESD protection. If not used, then the unit can end up being permanently damaged.
  5. If the backplane is not fully seated, gently push it 100% into the slots. See the image below for reference.
  6. Reassemble the unit, power it on, and check if the GUI loads normally.