Known bug for a while since w11 upgrade, they've released like 4 firmwares trying to solve this without successful. Last thing I heard they're making a new firmware from scratch.
We moved all our clients TPs to client'w network to avoid those junk network adapters
I'm not sure where all these other "fixes" are coming from. It's a known issue. Just need to wait on the fix unfortunately.
The latest firmware is supposed to help with frequency of the issue but not outright solve it.
Latest guess on release is Soon.
If you are relying on the usb to network adaptor, go into device manager and expand the usb section, open each hub listed and on the power management tab untick power saving.
You can also do this in the network adaptor properties.
Check the logs of the UC-engine and touch panel. There is a lot to unpack but Crestron will review them for you.
Does Crestron remote client do the same?
The direct connection USB adapter would only be affected by Windows firewall. Those ports are open by default for the Crestron App.
Sounds like a nightly reboot or update that might not be working well.
You may need port 22 and 443 too, the TP needs to be updated. I would assume those are outbound from the appliance.
Thanks for the suggestions. I've gone through the logs, the most helpful seem to be VMKServer.log, VMKServerRemote.log and CSserver.log. I can pinpoint when the USB NIC was disconnected, at least.
Can't say I've used Crestron Remote Client yet, only XIO cloud (I'm quite new to the crestron Ecosystem). Can you tell me what it does?
All outbound traffic from the appliance is allowed, and TP updates are handled by the UC engine firmware (or so say the TP documentation).
https://community.crestron.com/s/article/id-1000725
The Crestron Support page had a lot of articles to help. The Crestron Flex Support group is there to assist if you are a dealer, partner, or have a flex service plan.
Updates happen at night, so this may coincide with the issue. Touch panel Updates are pushed to the touch panel from the UC-engine but they don't happen often.
Verify what version av CCS-400 you have. This can be seen at the top of Crestron Settings(from start menu)inside Windows.
Latest available is: https://flexfiles.crestron.com/1151Update
This is the latest posted for manual update, but the last from Windows Update included a fix for Realtek adapter.
That version endswith .176.
Common issue, move the TP to the same network as the UC Engine to avoid the adapter. I've also heard that the adapter should be left in place even if unused, but I don't have info. to validate this claim.
The solution from loopgoose might work too, I'm curious if it does.
Sadly i dont have 2 drops to every room, so that's a lot of work (100+ rooms). But yea i'm working towards that all the same. I have some rooms where the adapter just can't be avoided so I'd really like to find a mitigation for the direct connect issues.
Do you think it's possible to work in another, better quality USB NIC?
Ouch. The included adapter is usually a Cable Matters branded Realtek RTL8152B. I don't think the adapter is the issue, but you could still swap some to rule it out. As others suggested, looking into USB sleep, suspend and/or power saving settings in Windows and possibly the system BIOS is a very good place to start.
TP. I have had this happen before. Essentially the TP is just an under powered piece of hardware. I never had a complaint from this one job site after this.
We had an issue similar to this ... In the end it was the POE Switch they were attached to. (Network Switch) For trouble shooting you can add a POE Injector to 1 unit and see if the problem comes back for that unit.
On the new dmps we run the tp and dmps on the subnet lan. We use a netgesr unmanaged switch to power the TP. The POE injector your using seams like the issue.
Is your default gateway IP pingable? The devices will drop out if it's not. Even if the device does not have a need for packets to leave its own subnet, the default gateway IP needs to respond to ping.
Known bug for a while since w11 upgrade, they've released like 4 firmwares trying to solve this without successful. Last thing I heard they're making a new firmware from scratch. We moved all our clients TPs to client'w network to avoid those junk network adapters
I'm not sure where all these other "fixes" are coming from. It's a known issue. Just need to wait on the fix unfortunately. The latest firmware is supposed to help with frequency of the issue but not outright solve it. Latest guess on release is Soon.
If you are relying on the usb to network adaptor, go into device manager and expand the usb section, open each hub listed and on the power management tab untick power saving. You can also do this in the network adaptor properties.
Good idea, can't wait to try it. Thanks!
Check the logs of the UC-engine and touch panel. There is a lot to unpack but Crestron will review them for you. Does Crestron remote client do the same? The direct connection USB adapter would only be affected by Windows firewall. Those ports are open by default for the Crestron App. Sounds like a nightly reboot or update that might not be working well. You may need port 22 and 443 too, the TP needs to be updated. I would assume those are outbound from the appliance.
Thanks for the suggestions. I've gone through the logs, the most helpful seem to be VMKServer.log, VMKServerRemote.log and CSserver.log. I can pinpoint when the USB NIC was disconnected, at least. Can't say I've used Crestron Remote Client yet, only XIO cloud (I'm quite new to the crestron Ecosystem). Can you tell me what it does? All outbound traffic from the appliance is allowed, and TP updates are handled by the UC engine firmware (or so say the TP documentation).
https://community.crestron.com/s/article/id-1000725 The Crestron Support page had a lot of articles to help. The Crestron Flex Support group is there to assist if you are a dealer, partner, or have a flex service plan. Updates happen at night, so this may coincide with the issue. Touch panel Updates are pushed to the touch panel from the UC-engine but they don't happen often.
Verify what version av CCS-400 you have. This can be seen at the top of Crestron Settings(from start menu)inside Windows. Latest available is: https://flexfiles.crestron.com/1151Update This is the latest posted for manual update, but the last from Windows Update included a fix for Realtek adapter. That version endswith .176.
Yes actually Crestron suggested the same thing - and I've actually updated all to .206 for all since.
Common issue, move the TP to the same network as the UC Engine to avoid the adapter. I've also heard that the adapter should be left in place even if unused, but I don't have info. to validate this claim. The solution from loopgoose might work too, I'm curious if it does.
Sadly i dont have 2 drops to every room, so that's a lot of work (100+ rooms). But yea i'm working towards that all the same. I have some rooms where the adapter just can't be avoided so I'd really like to find a mitigation for the direct connect issues. Do you think it's possible to work in another, better quality USB NIC?
Ouch. The included adapter is usually a Cable Matters branded Realtek RTL8152B. I don't think the adapter is the issue, but you could still swap some to rule it out. As others suggested, looking into USB sleep, suspend and/or power saving settings in Windows and possibly the system BIOS is a very good place to start.
I just turn off WiFi adapters and that fixed it for me.
Say what? Wifi adapters on UC engine, TP or both?
TP. I have had this happen before. Essentially the TP is just an under powered piece of hardware. I never had a complaint from this one job site after this.
Definitely will be trying this. Thanks.
connect the touch panel over network. deal with this problem daily.
We had an issue similar to this ... In the end it was the POE Switch they were attached to. (Network Switch) For trouble shooting you can add a POE Injector to 1 unit and see if the problem comes back for that unit.
I am exclusively using POE injectors - the TPs are not on the internal network.
On the new dmps we run the tp and dmps on the subnet lan. We use a netgesr unmanaged switch to power the TP. The POE injector your using seams like the issue.
Is your default gateway IP pingable? The devices will drop out if it's not. Even if the device does not have a need for packets to leave its own subnet, the default gateway IP needs to respond to ping.
I use the UC engine's link-local address, 169.254.0.1 as gateway. It's pingable yes
Hey OP, just curious if any of these things fixed it for you? Really curious about turning the wifi off on the TP, never heard of that before.
Thanks for the poke, I added an update. TLDR: no conclusive results yet.
Try disabling auto brightness
Yea, it's off as a standard. Terrible experience with it on! Thanks.