How To | Q-SYS Partner Field Tech Checklist
Ensuring Efficiency and Accuracy in the Field and When Engaging Q-SYS Support
Procedure
The purpose of this article is to provide our Q-SYS partners with recommendations and guidance when making an on-site Q-SYS service call to ensure preparedness in the event you need Q-SYS support. These steps will not only reduce the amount of initial communication needed with Q-SYS support to start the troubleshooting process, but may also reduce the number of site visits, as well as provide insight that may lead you to a solution on your own.
Preparing to go On-Site
Before You Go
The following list are recommendations to prepare you for your upcoming on-site service call.
- Confirm the firmware version/versions the Q-SYS core/cores are currently running on-site and be sure to have those versions of Q-SYS Designer installed on your PC. Be sure to note any usernames and passwords for the core/cores.
- A copy of the current Designer files running on the core/cores if possible.
- Contact information for the programmer of the design. Notify programmer of your upcoming on-site in the event you need assistance.
- Schedule internet access from the client if possible.
- If possible, have the TeamViewer app installed. If your organization does not have a TeamViewer account, you can download and run our TeamViewer applet here: https://software.qsc.com/qsys/QSC_Remote_Support.exe If your organization does not allow the use of TeamViewer, Windows Quick Assist is an option.
- If you as the integrator manages the AV network, be sure to have any login credentials to access the switch configuration and support files if needed.
- If the client manages the network, communicate your upcoming visit and ask if someone from their IT team can be available in the event you need information regarding the network topology.
- Small POE managed switch if possible. If there is a need to troubleshoot NV’s PoE++ injector.
Troubleshooting While On-Site
Arriving On-Site
Once on-site, the following recommendations should be standard practice for any Q-SYS site visit
- First, it’s important to understand if the issue/issues you are looking into are long standing issues since Q-SYS was deployed, or if they are new issues that have recently appeared.
- If the issues are new, ask if any changes have been made to the system or the network (as firmware updates are common sources of new issues).
- Connect to the Q-SYS network and launch Core Manager. First review the Event Log section. Depending on the issue, see if there are any entries related to it. If none, look for either errors or non-error entries that occur repeatedly. Be aware of the time frame that the entries are logged. Example, the same entry occurring multiple times a second over the course of hours is something to review.
- Go to “Utilities” and download the “System Information” file. Note, Core Log should be pulled AFTER the issue has been reproduced.
- Also pull logs for peripherals that need review. Access Peripheral Manager from Configurator, or IP address of peripheral in a browser.
- Check the Network>Basic page In Core Manager and ensure there are no overlapping subnets or more than one gateway. Please note, that 0.0.0.0 input into the Gateway field is considered by the core as a gateway. The gateway field should read “Not Assigned.” If there is more than one gateway, you should see a caution at the top of the page telling you that you can only have one gateway. Remove the unnecessary gateways, once the caution is gone, power cycle the core.
- Please note, a gateway is only necessary if traffic on that LAN needs to leave the LAN, such as for VoIP or when using Reflect
- Using Designer, save a copy of the running design, “Load from Core and Connect,” disconnect and save the design file.
Engaging with Q-SYS Support
Issues Not Resolved? What Next?
If unable to resolve the issue yourself, next stop should be Q-SYS Support
- Reminder, in order to qualify for Q-SYS support, you must be a Q-SYS dealer and be a minimum Q-SYS Level 1 certified.
- Your fastest path to Q-SYS support is always to call into support during business hours.
- Support hours are:
- Mon-Fri 6am-5pm PST. The Toll-Free number is 833-480-QSYS (7797)
- Average hold times are less than a minute.
- If afterhours or not an urgent matter, You can go to https://support.qsys.com/contact-us to “Create a Case,” or browse our knowledgebase. Q-SYS support web cases are responded to the same business (depending on time of day). If outside of business hours, you can expect a response to your case at some point in the morning of the following business day.
- When creating a case, be sure the description provides a concise problem statement with a clear explanation of how it is connected in the Q-SYS Ecosystem, then click “SUBMIT”
- Once your case is created, you will then land inside your newly created case. From here, you can upload any necessary files such as the design file, core and peripheral logs, packet captures, switch configuration files, line drawings, etc. in the upper right corner.
- A Q-SYS support engineer will reach out to assist.