Hello, I'm Nathan and I will be assisting you today. Please remember to rate/accept my answer when we have finished. Thank you.
Hi Lisa, sorry to hear you're having trouble. To be quite honest, there is a fair chance we won't be able to resolve this remotely, Crestron systems are exceedingly complex and require a lot of custom programming, so there are many variables here that I have no way of knowing, without being the original installer, or being on site.
To clarify, you mentioned rebooting, are you saying you rebooted the monitor? Or the actual crestron server equipment?
If just the monitor, you need to reboot the entire system, and there is likely a dedicated box acting as a lighting controller, in addition to the media system that controls audio/video
I rebooted the monitor and the HW-R button several times.. what else should I do?
Can you tell me how you rebooted the monitor?
Is this a whole house system, or is it just in a theater/media room?
Do you have any other controllers/keypads in other areas that are properly controlling everything?
The monitor I unplugged.
The system operates the whole lighting system and audio . We only have one monitor that operates the system.
Okay, well if it is still operating audio, then it's not likely a connectivity problem, or a monitor problem. It's more likely an issue with the lighting controller, which could be firmware or software related.
Can you go back and push the HW-R button briefly, then release. Then quickly push and hold the SW-R button for 10+ seconds
this will force a full system reboot, and cause it to reinitialize the firmware
i am going to try it now. thanks
Thanks, XXXXX XXXXX know how it works out.
If it does not help, at that point you'd need to have a crestron tech on site (or your installer may have set up a backdoor for them to remotely access the system for support). Anything else we could try beyond this is likely to do more harm than good.
ok nothing has helped but I do appreciate your help. We do have various lupron pads around might that be a problem?
It isn't likely. I assume you're using the RadioRa lutron system?
Those shouldn't interfere, the crestron would be piggybacking on the same control system, but it is possible the radio interface box the crestron uses is bad
How do I know if I have a Radio Ra lutron system?
If you look around where your crestron system is, and see a box that says Adagio or Prodigy on it, try unplugging power to it for 60+ seconds (reboot) and see if that helps.
I'm sure that you do, it is really the only system that would be used like this.
i am downstairs by the whole unit.....I don't see Adagio or Prodigy what else should I be looking for.
I see APC.com?
That is it, really, small black box, would say that on the front
no that is a battery backup or surge protector
Look for something like this:
It say Back UPS? What now?
Does not look like that.
Don't touch the APC, that is just a battery backup power system for the crestron and possibly other equipment.
At this point, there is unfortunately nothing else that I can do for you remotely. You'll need to have a tech out to check the connections and programming.
Do you know who the installer was? Or do you have a contact at your local dealer/installer?
If not, I can help you find someone local that can do it, if the system came with the house or you don't know who to contact.
OK thanks so much for your assistance! I had hoped it would be simple. Oh well. Thanks again!
No we bought the house with the system don't know codes etc. Don't know where to go from here.
What is your zip code? I'll see if I can find you someone
SIGHTS-N-SOUNDS414 NEW YORK AVEHUNTINGTON, NY 11743
ADVANCED HOME THEATER INC.3180 EXPRESSWAY DR S STE DISLANDIA, NY 11749
275 MARCUS BLVDHAUPPAUGE, NY 11788
These are your closest options. The first guys don't have a phone number listed, but I'm sure it is on their website.
They are the most highly rated of the bunch, with the most crestron training/certifications, so they would be my first choice.
Thanks so much....this is truly frustrating! I really have benefited from this service many times. This time no luck! Oh Well!!
I know, I wish I could have been more help on this one. These systems are just too complex to fix remotely, and I'm hesitant to have you do anything else that could end up costing you a lot in the long run if the system had to be reprogrammed.