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Rally Plus table hub or display hub sporadically become unresponsive. How to prevent and fix?

Hi, we have installed two Rally Plus systems (only difference: one with 4, the other with 7 Mic Pods). They are running for one month now, but I already had each of them becoming unavailable because of either table hub or the display hub were unresponsive. There were no firmware updates or Sync updates pending or being installed prior to the system becoming unavailable.

The first time it happened, the display hub was not recognized. The camera and the speakers kept getting connected and disconnected again. The camera was moving up and down. The Mic Pods were detected by Sync, and I was able to tap on the mic pod and mute it.

The second time it happened the table hub stopped responding. At first, the mic pods became unresponsive. Tapping the mic pod did not show any reaction. The rings on the pods were not lighting up. The camera and the speakers were also not responsive, however the screen was working. So, the HDMI signal was passed through. After that I restarted the system and the table hub completely stopped working.

How I fixed it both times: since I have two systems I started switching the components one by one between the two systems. I felt like Frankenstein. When the display hub was unresponsive I switched out basically the whole system, display hub, table hub, the NUC, and out of nowhere the display hub became responsive and the system started working again. The second time it happened, I had to switch only the table hub between the two systems. The unresponsive table hub started working like a charm when I connected it to the other system. And then I took the "working" other table hub back to the other system, and it also worked.

But, what is causing this? How can I prevent this? I can't live with the permanent fear of having to switch components all the time, when they become unresponsive.

Camera
BLE Firmware 2.110
EEPROM Firmware 1.28
Video Firmware 1.1.227

Display Hub
Audio Firmware 1.9.164
BLE Firmware 2.0.158

Table Hub
Table Hub Firmware 1.1.474

Mic Pod
Firmware 2.1.8

Mic Pod Hub
Firmware 1.0.1032

Computer
Sync App version 3.2.204
Computer type Intel(R) Client Systems TN
Operating System Microsoft Windows 11 IoT Enterprise
OS Version 10.0.22621
Processor 11th Gen Intel(R) Core(TM) i5-1135G7 @ 2.40GHz
Memory 8 GB

kiril
kiril / newcomer (20)
 

Answers

  • A possible source of error could be the CAT connection from display hub to table hub. Replace the CAT cables with high-quality cables, preferably Cat6A.
  • Check all connections of the system, sometimes a loose or pinched cable can cause a fault.
  • Reset the system. To do this, press the button on the camera for approx. 15 seconds. Press the button on the display hub for at least 15 seconds.
  • Replace the USB cable to the PC.

Thank you very much. Short update on this: Logitech replaced the table hub, after which it worked again. I have equipped the Rally-Plus systems with Teams Rooms Pro licenses and added them to the Microsoft Teams Rooms Pro Management Portal. By onboarding to the platform, some settings were adjusted (e.g. USB power mode), and since then (toi-toi, I knock on wood) everything runs a bit more stable.

kiril
kiril / newcomer (20)
 

If I understand correctly, a room PC is installed. You should make a few more settings, experience has shown that we have had good success with this.

  • Deactivate the option "PC can switch off device" in the power options, in the device manager of all USB devices and USB hubs.
  • Activate the energy saving plan, maximum performance. Must sometimes be added first.
  • Disable modern standby in Windows.
  • Install the latest version of the DisplayLink driver
  • In the energy saving plan, deactivate the option for USB devices that the power can be switched off.

With some of these settings we have already been able to solve many problems.

Exactly, there's an Intel NUC from Logitech attached to it. Everything arrives together with the Rally Plus system. I would generally assume that such settings are made ex works, or at the latest when I have installed the Logitech Sync Client on the system. I have not received any information or seen any instructions that address these points.

The following settings were adjusted via Teams Pro Management: USB Peripheral Power Draining and USB Selective Suspend

kiril
kiril / newcomer (20)
 

Every system should have the same basic settings and come with the same out-of-the-box experience.

it's not a bug it's a feature. 😉😉

Microsoft also changes many settings after an update to restore the same OOBE or to fix "user errors".

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