When will the Smart VideoHub get fixed?

I have been using the Smart Videohub since it became available 2010. Its our main router (small cable broadcaster) and its in use 24/7. We bought it because it had buttons for changing routings manually besides using it with the supplied software (over ethernet). But after a few weeks the buttons "froze" and nothing happened when pressing them (using the supplied software it works). After a reboot (not so nice when it is in use 24/7) the buttons starts to work again until they freeze the next time (could be in a few weeks/months or the next day).

The device has been replaced once but the replacement behaves the same way, I've been talking to support many many times and installed every firmware available but I still have the same problem. I've learned from the support people that is hangs because of network traffic/commands.

So my question is: When will it be fixed???

BR Nicke

[Hersh Burston]

Hi Nicke,

Sorry to hear about the issue you are having. I know it's not the response you want to hear but we have had a Smart Videohub and client software set up for several months and cannot reproduce the issue.

I will send through a PM to get more information.


Regards,


Hersh Burston
Senior Product Manager
Blackmagic Design

Hi Nicke,

Same problem here. Try disconnecting the genlock signal. This solves the problem for us. Blackmagic Support reproduced this problem and told me the will solve it asap.

Hi Joep,

ok so I'm not the only one with that problem... I'll try to disconnect the genlock to see if it helps. I've also updated Hersh about my problem and they are working on it so lets hope they will find a solution that works with all cables attached.

Thanks for the info, I'll keep you updated

One week with genlock disconnected, still working. Last week the buttons stopped working about everyday (before removing the genlock) so it might be that this is the solution I have to use until it gets fixed.

BR Nicke

Good to hear Niclas! Hopefully they will solve this problem very soon...

[Joshua Helling]

Thanks for this feedback. I'll send this information over to the team to look at.

We have the same problem. Periodically the panel freezes and requires a reboot to come back.
We have suspected network traffic but no way to confirm as it is completely random, and like others have said, may operate well for weeks or lock up the next day.
Charles Nolley
Governors State University

Genlock seems to be the problem because I have now had the device running perfectly for over a month since I removed the BB. I was almost sure that it was network traffic earlier but thanks to Joep I tried disconnecting the genlock signal and it still works. But it has sometimes worked with genlock for over a month also so I can't say that it only because of it yet...

I have the videohub up for at least three months now without any problems (genlock disconnected).

But I hope Blackmagic will solve this problem very soon because having the videohub genlocked is how it supposed to be!

[Joshua Helling]

Excellent news. We have this set to be fixed in 4.9.4. 4.9.3 will be released first as it was already done and being worked through QA. So you will see a proper fix for this not in the next release but the release following.

Please keep in mind, this is where things are currently set. There could be changes or issues that prevent it from being released in this version, but as of right now I feel good about making this schedule.

Hi Joshua,

I see the 4.9.4 firmware has released. Can you confirm this firmware version solves this problem? I can't see in the readme if the genlock issue is solved.

[Joshua Helling]

I checked the bug list, it seems to still be open. I'll check up with engineering next week.

Just tried it and the RS422 connection is still locking up when using genlock (takes a few hours)

The smart control panels still appear to function though. I seem to remember previous versions locking up as well.

Any news on when we can expect the bug to be fixed?

The problem is known but will it ever be fixed??? I have to say I am very disappointed how BMD handles this issue.

Is this really so hard to fix???? I have a useless control panel (always frozen).

[Hersh Burston]

Hi Matius,

This issue was resolved in Videohub release 5.0.3. Please make sure that you update the Videohub as well as all the panels.


Regards,

Hersh Burston
Senior Product Manager
Blackmagic Design

Thank you very much for this news. Installed 5.0.5, i hope it will work.

When you register your product with BMD, do you get email notifications when new versions of the software/firmware are released? I have never received an email of that nature. It would be great to have a software release notification email with a change list to show what changes have been made.

For me, it would be a major pain in the butt to have to constantly monitor this forum for new versions.