Brands:

• Soundcraft

Models:

Product Name:

• Ui24R

Prerequisites:

• USB Stick
  • 32 gigs in size or less
  • Formatted as FAT32
• Beta firmware version: 3.6.8341 
  • This freeze is best tested by users that have units that have previously been affected by this issue.  In order to receive the Beta firmware, you must first register using the link below. If chosen for testing, you will then receive the beta firmware via the e-mail provided.

 Ui24R Beta Registration Form

System Freeze / Audio Dropout Investigation:

The highest priority of this beta is investigating reports where the Ui24R temporarily becomes unresponsive during normal operation.  When this issue occurs, users may experience a 10–20 second interruption, sometimes longer where the entire system appears to stop responding.  Symptoms may include:

• Loss of mixer control from connected devices
• HDMI output disconnecting or displaying the Soundcraft logo while reconnecting
• Audio playback stopping
• Meters and all activity freezing where a ‘connecting’ message shows on the connected device
• Network control becoming unavailable

The mixer then eventually recovers without requiring a reboot (in some cases).  Because the Ui24R hosts its own internal web server, this interruption affects both local and remote control of the mixer.  

Instructions:

• Update your Ui24R to firmware version: 3.6.8341
  • Instructions on how to update your Ui24R
• Use your Ui24R in normal day to day operation
  • The more audio channels and DSP in use, the more stress placed on the equipment the better.
• Wait until an audio drop event occurs: 
  • DO NOT POWER CYCLE YOUR UNIT AFTER THE AUDIO EVENT.  Log files do NOT persist between power cycles.

**NEW** Log Collection:

• Insert a USB stick into side port # 1 as shown below

• Navigate on the web GUI to the Settings icon

• Press the ‘Copy Logs to USB’ button. 

Feedback Submission:

• To provide feedback please e-mail HProTechSupportUSA@harman.com 
• The subject line should include: Soundcraft Ui24R Beta Test Feedback TSC-00473509-ESC001
• Please attach any files, videos, or pictures
• Please share a brief summary of your experience with the freezing issue.  
  • How long are the audio dropouts you experienced?  
  • Did the audio recover?  
  • How long was the unit powered on before freezing? 
  •  If the freeze happened multiple times
  • What intervals are the dropout events occurring?