Do I have to restart my eQ Hub after every system change?
I cannot upload the changes I have made in the configuration wizard to the eQ Hub.
I have no sound / I cannot hear the call forward voices?
The PDU arrows, counter digits, logos or counter closed graphics don’t display?
Why doesn’t the LED CDU offline show play?
The average service time isn’t displaying in the offline show.
The LCD CDU Media is not being displayed.
The Peak and Off Peak time settings aren’t working?
When I start the configuration wizard I am getting the following error message “Your system date has
What resolution and file format should I use for my PDU graphics?
What resolution and file format should I use for my LED CDU call forward graphics?
I get connection error port 1500 when updating the configuration wizard.
Why don't I see any activity (counter call update / graph update) displaying on the main screen?
eQ Hub suddenly resets
Why can't I print the graph?
Exporting a Report in Text Format
Synchronizing your RTC(real time clock)
Recording Voices
Question: Do I have to restart my eQ Hub after every system change?
Do I have to restart my eQ Hub after every system change?
Solution:
The best practice is to always restart the eQ Hub after using the configuration wizard to make changes to the system, even if the configuration wizard doesn't ask you to restart it automatically. You can restart the eQ Hub in the configuration wizard by clicking on upgrade controller and selecting "restart ECF HUB" from the menu.
Question: I cannot upload the changes I have made in the configuration wizard to the eQ Hub.
I cannot upload the changes I have made in the configuration wizard to the eQ Hub.
Solution:
> Make sure the eQ Hub is switched on
> Make sure eQ Hub is connected to your network and is online
> Make sure that that the eQ Hub IP address is not conflicting with another IP address on the network
> Make sure you have entered in the correct IP address (screen 1 of the configuration wizard) as configured in your eQ Hub
> Try and ping the IP address of the eQ Hub to verify you can communicate with the eQ Hub successfully
Question: I have no sound / I cannot hear the call forward voices?
I have no sound / I cannot hear the call forward voices?
Solution:
> Make sure you have the desired voice files installed and that you have properly selected the desired voices in the configuration wizard
> Make sure you have correctly assigned the button ID to the desired counter number in PDU mapping screen setup
> Check to see if your call forward voice plays in peak or off-peak time slabs
> Adjust the volume on the back of the eQ Hub
Question: The PDU arrows, counter digits, logos or counter closed graphics don’t display?
The PDU arrows, counter digits, logos or counter closed graphics don’t display?
Solution:
> Make sure you have the desired graphic files installed, and that you have properly selected and enabled the desired graphics in the configuration wizard.
> Make sure that the "PDU's Connected" tick box is checked on screen 1 of the configuration wizard
> Make sure your PDU's are connected
Question: Why doesn’t the LED CDU offline show play?
Why doesn’t the LED CDU offline show play?
Solution:
> Make sure you have the desired shows installed and that you have properly selected and enabled the show in the configuration wizard
> Make sure the LED CDU is correctly connected to the eQ Hub
> Make sure you have enabled “LED CDU” on screen 1 of the configuration wizard
Question: The average service time isn’t displaying in the offline show.
The average service time isn’t displaying in the offline show.
Solution:
> Make sure you have enabled “LED CDU” on screen 1 of the configuration wizard
> Make sure you have checked the "display avg. service time show" box located in the lower right hand corner of the central display unit CDU setup screen (screen 7)
> Make sure that a service show is part of the “select show graphics” play list (screen 7)
> Ensure that you have checked the "Upload average service time show" check box located at the bottom of the average service time configuration setup screen
Question: The LCD CDU Media is not being displayed.
The LCD CDU Media is not being displayed.
Solution:
> Make sure you have the desired shows installed and that you have properly selected and enabled the show in the configuration wizard.
> Make sure your LCD CDU is connected to your LAN; this is the same LAN on which your eQ Hub resides on
> Make sure you have enabled LCD CDU on screen 1 of the configuration wizard
> Make sure that that the LCD CDU IP address is not conflicting with another IP address on the network
Question: The Peak and Off Peak time settings aren’t working?
The Peak and Off Peak time settings aren’t working?
Solution:
> Make sure your Windows desktop clock is properly set in accordance with your peak and off peak time settings.
> Make sure you have pressed the Update RTC button from the Upgrade Controller pop-up menu and that you have allowed 20 seconds for the settings to take effect.
Question: When I start the configuration wizard I am getting the following error message “Your system date has
When I start the configuration wizard I am getting the following error message “Your system date has been manipulated”.
Solution:
Make sure that your license key has not expired by comparing the current date with your license registration information and your system date. If the license key has expired then please contact your account manager at Lawrence for help. If your key has not expired, then your system date has fallen back. Please set your system clock to current date.
Question: What resolution and file format should I use for my PDU graphics?
What resolution and file format should I use for my PDU graphics?
Solution:
Ensure that the graphic file is a bitmap (bmp) and has a width of 24 pixels and a height of 16 pixels. You can edit the bitmap in a simple graphic editor such as Microsoft Paint. Be sure your new bitmap has been converted to a raw file so that it can be understood by the eQ system.
Question: What resolution and file format should I use for my LED CDU call forward graphics?
What resolution and file format should I use for my LED CDU call forward graphics?
Solution:
Ensure that the graphic file is a graphic interchange file (gif) and has a width of 64 pixels and a height of 32 pixels. Be advised if you wish to edit animated gif files you are using the appropriate software to do this.
Question: I get connection error port 1500 when updating the configuration wizard.
After updating text on the configuration wizard and then hitting update on the last screen, I get "Error while connecting [IP address of HUB] at Port:1500" and have to reboot the HUB physically for the system to work again.
Solution:
After hitting update on the last screen of the configuration wizard you have to wait for the system to fully reboot. If you try to exit out of the software before that you will get this connection error. Please keep in mind that whenever updating anything on the system please wait for the system to fully reboot. One way of assessing the system has fully rebooted is to see if the text on the CDU (central display unit) is scrolling.
Question: Why don't I see any activity (counter call update / graph update) displaying on the main screen?
Why don't I see any activity (counter call update / graph update) displaying on the main screen?
Solution:
Make sure you have the eQ Hub online
Always make sure to bring the eQ Hub online first and then launch the Reporting Software.
Verify you have put in the correct IP address, please follow the instructions below.
- Exit out of reporting software
- Launch ECFR Setup Application
- Verify the eQ Hub's IP address, if it is not correct then please put in correct IP address.
- Please make sure to hit save button ONLY. and then exit out of setup software
- Relaunch reporting software and it should come online.
Question: eQ Hub suddenly resets
I reset my Hub while the reporting software was running in the background and now the reporting software is not responding. Please help!!!
Solution:
- Please exit from the Reporting Software.
- Before attempting to run the Reporting Software,
please synchronize your Windows desktop date/time with the ECF HUB
date/time to the current date/time.
Question: Why can't I print the graph?
Why can't I print the graph?
Solution:
- Make sure you have the printer properly installed on your computer.
- Check the printer power cable.
Question: Exporting a Report in Text Format
If I export a report in text format, it appears fine on my computer screen but why do I see the text overlapping in my print out?
Solution:
- The text format is not intended for taking print outs
- The text format is provided so that the user may export the text
file in another program such as Microsoft Excel, where you can further edit it.
Question: Synchronizing your RTC(real time clock)
How do I synchronize the time between my pc and the ECF Hub?
Solution:
Launch the configuration wizard.
- Verify IP address of Hub is correct
- Toggle to the last screen of the configuration wizard
Click on "upgrade controller" another window pops up.
Click on the update RTC button and choose your correct time zone and then click on the set button and exit out of the window.
Question: Recording Voices
What format do I need to use when recording new voices for the eQ system?
Solution:
If you wish to record your own voices for the eQ system please read the following guidelines,
1.) The recording should be of studio grade with no ambeint noise
2.) The recording sample rate should be 32000Khz , 128Kbits bitrate, mono and in MP3 format
3.) The mircophone should be 2 inches away from the mouth to avoid distortion
4.) The audio waveform of the recorded wave sound should have an amplitude of 0.5db (peak to peak)
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