This topic is best covered in the Cinedeck Manual 5.0, pg. 290.

However, here’s a quick summary:

• The easiest way is to turn on “use windows drive mapping” found on the “prefs” page.
• When turned on, “use windows drive mapping” changes the drive buttons. Instead of displaying drive position icons, all available drives are only listed with their Windows supplied drive letters.
• Note: If you are mapping an invisible drive as described in “9.9 Drive not visible” on page 285, enter \\localhost\ShareName where “ShareName” is the name you gave to the shared folder or drive you created.
• If you will regularly connect to this same share, you can check “Reconnect at logon” to have Windows automatically try to connect to the share at startup.
•  You will almost always need a user name and password to access the share, “Connect using different credentials” presumes the password and current user logged into the Cinedeck do not match the server where the shared content resides so forces the ID and password dialog to open.

You may be attempting to set a TCP/IPv4 Default gateway address along with a static IP address, but it may fail. The IP address and Subnet mask will be correct. But, the Default gateway address will remain blank after you save the settings.

It can sometimes occur on Windows 7 systems and is a known problem. Particularly after a recent network driver update.

There are two possible ways of solving this:

1. In some cases, you will need to enter the static IP address, Subnet mask, and Default gateway TWICE. That can have the values save correctly. Follow the steps below to do so:
2. Open the Local Area Connection / Internet Protocol Version 4 (TCP/IPv4) Properties dialog. Select “Obtain an IP address automatically” and choose OK. From the Local Area Connection Properties dialog, choose OK.
3. Reenter the Local Area Connection / Internet Protocol Version 4 (TCP/IPv4) Properties dialog. Select “Use the following IP address” followed by your specific settings. Choose OK twice.
4. Perform steps 1 & 2 AGAIN, even though the IP address appears to be displaying properly.

Or:

2. Run the following Netsh command TWICE through the command prompt window, using the desired static address information.
3. In the network and sharing center, note the name of the network connection that won’t save the gateway info. e.g. “Local Area Connection 39”.
4. In the network and sharing center, set that connection’s IPv4 to “DHCP” and close out of the dialogs.
5. Type “cmd” or “cmd.exe” in the start menu search box.
6. Right click the “cmd.exe” command prompt result and select “Run as administrator”.
7. In the command prompt window, enter the text as shown below (using your settings):

netsh interface ipv4 set address “Local Area Connection Name” static [IP address] [ subnet mask] [gateway address]

Example:

netsh interface ipv4 set address “Local Area Connection 39” static 192.168.255.230 255.255.255.0192.168.255.1

1. Press <return>.

Note: This first command may return an error “Object already exists”. If that happens, repeat the same command line again and it should succeed with no errors.

When requesting support, Cinedeck will often ask you to provide log or dump files. That helps us troubleshoot your system.

A few important notes:

• DO NOT REINSTALL THE SYSTEM IMAGE
• Log Files are found in: C:\cinedeck\logs
• Dump Files are found in: C:\cinedeck\dump

The Cinedeck systems are constantly logging events. Therefore, your unit may have many log files.

They are identified with date and time stamps. So, please assure you have selected the appropriate files.

Zip the files using any standard compression application such as 7zip or WinZip. You can also do this from the Cinedeck system.

Select the required files, right click, and select “Send to” > “Compressed (zipped) folder”.

To request support, please use the Support Request Form. You can upload your zipped log and/or dump files via the form.

Your support contract entitles you to receive priority support. If you need to return your unit for repair, Cinedeck will:

1. Attempt to troubleshoot it remotely first.
2. If this fails, ask you to ship your unit back to our HQ, or deliver it locally if local support is available.
3. Check your unit and, if necessary, replace any parts within 5 business days of receiving it.
4. Ship the unit back to you at our expense.

 If Your Unit Is Out of Support

An out of support unit will undergo a similar process to a unit with a current support contract. But, shipping charges both ways will be the responsibility of the owner.

Parts and labor charges will also apply.

We will provide you with a price estimate before we do any work to your unit.

Sometimes, you may need to restore your Cinedeck system. Follow the steps below to do that.

1. Contact Cinedeck Support to obtain a download of the appropriate system image.
2. Prepare a USB drive.

• For systems running version 3, you will need a USB drive at least 8GB in size.
• For systems running version 4, you will need a USB drive at least 16GB in size.
• For systems running version 5, you will need a USB drive at least 32GB in size.

If you are unsure, confirm the required disk size with our support.

3. Quick format your USB drive as FAT32.
4. Extract the contents of the zip file you receive from our support to the USB drive. There should be 5 folders and 3 files copied to the USB stick.
5. On a system with Windows 7 installed, open the command prompt window.
6. Click the start button and type “cmd” in the “Search programs and files” field.
7. You should see cmd.exe show up under programs.
8. Right click and select “Run as Administrator.”
9. Type:

• D: (or whatever the USB key drive letter is)
• CD UTILS\WIN32
• BAT

10. Follow the instructions to make your USB bootable.
11. Once the procedure’s done, close the command prompt window and eject the USB stick.
12. Now, you can restore the system:

• Make sure to disconnect any USB drives or external drives from the unit.
• With the unit powered off, turn off the drive bays by turning the knobs left.
• Insert the Cinedeck restore USB stick and a keyboard only.
• Power on the unit.
• Tap on the “Delete” key continuously until you enter the BIOS setup screen.
• Navigate to the Save and Exit tab.
• Under “Boot Override” section, select the USB flash drive (*not the one with UEFI in front of it) and press enter.
• The system will boot to the USB and begin the restore process.
• Once the restore process is complete, it will display “Press enter to continue”. Press “Enter”. Type “0” and hit “Enter” to shutdown the system.
• Remove the restore USB and power your unit on.

In certain cases, you may need to update your video card drivers as well.

That will depend on what version of the software you were running previously. If you’re not sure whether you should do it or not, please include that in the Support Form.

Explain that you are unsure if whether you need to update the firmware or drivers. Also, add what version of the software you are currently running.

Your system may have arrived with a USB restore key. If not, then you can easily create one. Follow the process we’ve outlined under “How can I create a Restore Key and restore my Cinedeck system?”

Once you have your restore key, follow the steps below to restoring the system:

• Power the unit off and disconnect any USB drives or external drives from it.
• Turn off the drive bays by turning the knobs left.
• Insert the USB drive with the restore key and a keyboard only.
• Power on the unit.
• Contnuously tap on the “Delete” key until you see the BIOS setup screen.
• Go to the “Save and Exit” tab.
• Under the “Boot Override” section, select the USB drive (*not the one with “UEFI” in front of it) and press Enter.
• The system will boot to the USB drive and begin the restore process.
• Follow the prompts.
• Once the restore process is over, the unit will display “Press Enter to continue”.
• Press “Enter”.
• Type “0” (zero) and hit “Enter” on your keyboard to shut the system down.
• Remove the USB drive.
• Power on the unit.

You may need to update the Cinedeck application and video card drivers. It will depend on the version of the software that you are using. Please notify our Support team if you’re unsure whether you need to do that. Include your current software version too.

For a more detailed description of the procedure, please see the user manual.

Yes, at Cinedeck, we frequently use remote log-in to troubleshoot for customers.  Our preferred remote log-in program is TeamViewer.

We offer:

• Attended remote support (during our office hours), as well as
• Unattended remote support (after our business hours)

To install TeamViewer and set up attended remote support:

1. Make sure your unit is connected to the Internet.
2. Download TeamViewer for Windows.
3. Once you download TeamViewer and started the file, it will provide you with “Your ID” and a “Password”.
4. Please pass this ID and Password to Cinedeck’s Support Team when asked.
5. Sometimes, you may need support after business hours. If that is the case, Cinedeck will need unattended remote access.

To set up unattended remote support:

1. Install TeamViewer following the steps above.
2. Click on the “Connection“ tab at the top of the TeamViewer window.
3. Select “Set up unattended access …”.
4. In the first step, set a computer name and a password for the remote computer.
5. In the second step, add this remote computer to your partner list. Refer to “TeamViewer – Use the Partner List” on more details for how it’s done.
6. Open your partner list and right-click on the computer name you would like to connect with (step 2). Choose “Remote control” as your preferred connection mode.

For more details, refer to the Full Guideline for Unattended Access Setup.