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System alarm and how to turn off/disable

Hello,

  Since purchasing our Wirecast Gear 420 back in March, we experienced a few occasions when the system will start producing an alarm tone.  It happens so infrequently that we've not been able to figure out what's causing it.  It seems the only way we can turn the alarm off is to reboot.  I've looked through the system logs and haven't noticed anything but I'm not sure if I know what I'm really looking for.  Just curious if anyone else has had this problem before and may know what the cause may be...and how to disable/turn off the alarm without rebooting.  Thanks in advance.

Brian 

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  • Can you describe what you're doing, what's running when this happens?
    Heat or power issues perhaps?

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    • CraigS 

         During the most recent experience, we were ISO recording all the cameras for a funeral.  We didn't have anything running (that I'm aware of) other than Wirecast.   During the times before that, I believe we were just running Wirecast and probably Chrome maybe some of the NewTek NDI applications (Studio, converter, etc).  Sorry.  That's probably not much to go on.

      Brian

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      • CraigSModerator
      • Telestream Desktop Forum Moderator
      • CraigS
      • 6 mths ago
      • Reported - view

      Brian Willis What was CPU%? Did the unit feel hot? Are you powering it in an area experiencing brownouts? 

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    • CraigS I don't recall that particular day's CPU percentage but on a normal Sunday we're running about 30 to 40 percent (streaming to YouTube, Facebook, and disk @ 720/30fps.  This past weekend I streamed a video of our 9 am service to YouTube and Facebook and edited/rendered another video through the Shotcut video editor.  While Wirecast and Shotcut were running together, we bounced between 75 to 85 percent with no alarm.

        The unit hasn't been running hot...as far as I have noticed.  I'm also not aware of any brownouts...but that could have happening.  Is there anything in the log file that might indicates something?  Thanks for all your help!

      Like
      • CraigSModerator
      • Telestream Desktop Forum Moderator
      • CraigS
      • 6 mths ago
      • Reported - view

      Brian Willis Try using the following free app as it may show heat or other related hardware issues that could be useful to us. Is there any pattern you can discern in triggering the alarm?

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    • CraigS Unfortunately no.  Since mid-March it's happened maybe four times with only once being at an embarrassing time...just before a funeral.  Thanks again for the help and advice!

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      • CraigSModerator
      • Telestream Desktop Forum Moderator
      • CraigS
      • 6 mths ago
      • 1
      • Reported - view

      Brian Willis So it's infrequent. Run the hardware check software. One concern is that it's so intermittent it may not be obvious until the alarm triggers. Run the test anyway and we'll see if it shows any possibilities.

      Like 1
    • CraigS 

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  • Craig

    I am having the same alarm out of no where, from my 1 month old wirecast. We are not any help from tech support.
    No overheating to the touch only running the wirecast and a zoom application. 

    Gets less intermittent and more continuous with time. very frustrating We are about to return the unit.

    Please advise

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      • CraigSModerator
      • Telestream Desktop Forum Moderator
      • CraigS
      • 1 mth ago
      • Reported - view

      Antonio Correia What model Gear? Only when using Zoom? What hardware input devices are being used? What CPU use at the time?

       

      Antonio Correia said:
      We are not any help from tech support.

      What did they recommend?

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    • CraigS Hi, good to read from you. I have a 310 model. Only running wirecast and zoom. After 30 minutes of so of turning wirecast unit, an intermittent alarm sounds for a couple seconds, every minute or so, then it progressively gets worse, sounding for 10 or so seconds at the time every 20/30 second-period, then it beeps for various lengths every  3,4,5,6 seconds, then stops for different lengths of time, until finally the alarm just stays on. Only way to stop is to shut the 310. CPU usage is about 20%. A little warm by the fan but nothing special. Fan working properly (I think). Please advise.

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      • CraigSModerator
      • Telestream Desktop Forum Moderator
      • CraigS
      • 1 mth ago
      • Reported - view

      Antonio Correia Fill this form out which goes directly to Gear support. List the issue as Critical and post the case number here as soon as you get it and I'll escalate it. 

      An engineer has recommended to use System Restore

       

      To do a System Restore:
      Right click the Start Menu > Go to Settings > Update & Security
      Click “Recovery” > click “Get Started”
      You will be prompted with two options:
      Keep my files (Keeps software installed) Remove everything (Factory Reset) – Recommended


      Do the Factory Reset

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  • Factory reset executed. Will be testing the systems for a week or do to see if the problem returns. I do have a question, that may be related (or not) ? What would trigger an alarm on the telestream hardware (overheating, CPU, something else ?) any input is welcomed.

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      • CraigSModerator
      • Telestream Desktop Forum Moderator
      • CraigS
      • 1 mth ago
      • Reported - view
      Antonio Correia said:
      What would trigger an alarm

       Working on determining that. The developers believe the BIOS may be a factor so if it does happen again we'd like to know the BIOS version of your system. Post back as soon as it happens again. 

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    • Hello all

      the factory reset did not solve the alarm problem. Once zoom software is connected with two or more participants the alarm goes off. 

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      • CraigSModerator
      • Telestream Desktop Forum Moderator
      • CraigS
      • 1 mth ago
      • Reported - view

      Antonio Correia Can you find your system BIOS version for us?

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      • CraigSModerator
      • Telestream Desktop Forum Moderator
      • CraigS
      • 1 mth ago
      • Reported - view

      Antonio Correia If you can get the beeping to occur again can you run HWiNFO64 as it'll give component level temperature. If you can and grab the results... ideally nothing should be over 80°C.

      Like
  • The same exact thing happened today for my Wirecast Gear 420. I submitted a critical post with the form provided as well. 

    Any other leads as to why this could be happening? 

    I'm streaming to a few RTMPs and I'm outputting 1080 via SDI. I do run Chrome so that I could post comments from Facebook to Wirecast. This is a computer that should be able to handle running multiple programs that are robust. Not sure why Chrome & Wirecast is causing issues. 

    I have had Chrome freeze multiple times and have needed to reboot several times in the past 2 months. It's been frustrating paying for this computer and then it not living up to the necessary demands I'm throwing at it. 

    Like
      • CraigSModerator
      • Telestream Desktop Forum Moderator
      • CraigS
      • 1 mth ago
      • Reported - view

      Carlos Fojo We're investigating. Please do post your case number and I'll examine the status for you.

      This thread is about the system hardware alarm. Other issues may or may not be related.

      Like
  • First of all, I want to thank Telestream  for the support. 
    Here are the diagnostics I got.

    I can add that, once we disconnected the zoom application the beep alarm disappeared and the temperature on the top of the hardware decreased slightly. Os it possible that zoom and wirecast are not compatible ?

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      • CraigSModerator
      • Telestream Desktop Forum Moderator
      • CraigS
      • 1 mth ago
      • Reported - view

      Antonio Correia Were these reports generated while the beeping occurred?

      I don't think Zoom is the issue but it might be a correlate triggering something in hardware. Zoom and Wirecast (and therefore Gear) work very well together generally. 

      Like
    • Craig

      Zoom is definitely the conflicting application in my machine. Once I close the application the wirecast software works fine with no alarms triggering whatsoever. The CPU processing jumps to 30/40% when I open zoom, from a measly 12/15% when wirecast plays ‘solo’. Hardware heats up also when zoom is on, and cools off immediately once zoom is closed. The irony is that we picked wirecast because of zoom integration, but there is definitely something that these two programs are not in agreement with. I’m afraid we are going to ask for an RMA.

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  • Antonio Correia said:
    Once I close the application the wirecast software works fine with no alarms triggering whatsoever. The CPU processing jumps to 30/40% when I open zoom, from a measly 12/15%

     Zoom might be the correlate but the jump in CPU may be the cause. It may be that other applications might result in the same problem so we'd need to determine that.

    Antonio Correia said:
    The irony is that we picked wirecast because of zoom integration,

     Zoom is commonly used with Wirecast without issue which is why I think it's just a correlate that's a catalyst for the problem. 

    Antonio Correia said:
    I’m afraid we are going to ask for an RMA.

     We'll certainly test the machine following your steps to verify the issue.

    Like
  • Greetings everyone,

    I have just finished my first alarm-free production using Wirecast and Zoom. All it took was... new hardware. After a series of tech back and forth, we were able to zero in on overheating issues. Not a significant amount but enough to trigger the sound alarm. CPU processing never went over 35%, operating wirecast and Zoom software only. Telestream advised on replacing the month-old unit and naturally we followed the recommendation. We were able to get a new unit within 4 days. I am keeping my fingers crossed that that was it.

    A side note: before you re-wire your setup, bare in mind that you must unregister your wirecast software from the old machine in order to be able to register it in the new one.

    Thanks Craig for the forum.

    Like
  • Antonio Correia said:
    Thanks Craig for the forum.

     You're welcome of course and great to hear you have a new working machine

    Like
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