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DMP 4400 no access to management

Answered Question
Sep 2nd, 2010
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Hello,


I have a couple of DMP 4400s (version 5.2) that keep hanging up. They continue to play video but are not responding to ping so DMM can't send the commands, management is inaccessible and so on. Is this some software issue or I should RMA them? Other players in the network work just fine (since FW 5.2) and these are the only two that have problems.


Stoyan

Correct Answer by Tomas De Leon about 6 years 11 months ago

I will look at the Status info that you provided.


You mention two things:


1 - the DMP is accessible after a reboot for a couple of days.


2 - the Reset button on the back doesn't seem to work



Try this with the one you have in the lab and see if the problem

returns:


- Reboot the DMP


- After rebooting the DMP and you have IP connectivity access, go to the

DMP-DM Web Admin, reset the DMP to factory defaults using the "restore to factory
defaults" option

* After the DMP comes back up, reconfigure the DMP as needed and run your content
and lets see if the problem returns.

If the Problem does not return, go to the site of the other problem DMP and repeat
the steps...


T.

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Tomas De Leon Thu, 09/02/2010 - 07:44
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Stoyan,


Some suggestions:


* Since you are running 5.2, you may want to upgrade to DMP version 5.2.1.

  This release addresses some known issues.


* Even if you do not upgrade or if you do upgrade, On the problem DMPs, restore

the DMP configuration back to "Factory Defaults".


* Then reconfigure the DMPs for your setup and DMS environment.


* Deploy or instruct the DMPs to play video(s) as normal.


* Monitor the DMPs to see if the issue returns.


==========


* How often does this issue occur?


* Does the issue always occur on the "Same" DMPs?


* Are there any common denominators with the problem DMPs?  (ie. are they playing

  the same content?)  Are they on the same Ethernet switch\vlan?


* What is the content that is running on the problem DMPs?  Is it stored locally or remote

  server?



Just some stuff to start narrowing down the issue...


T.






Stoyan Stoitsev Tue, 09/07/2010 - 00:11
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Hello Tomas,



Thanks for the quick answer.
We had this issue with most of our DMPs but after upgrading to 5.2 these are the only two that still have problems. The issue occurs only on these two players, they all play the same content which is stored localy. Each of the DMPs is in a separate remote office so they are in different networks and are connected to different switches. We have tried rebooting them numerous times and one of them did get a factory reset but the issue still appears after some time though.
What are these issues you mentioned in 5.2.1?
Stoyan
Tomas De Leon Tue, 09/07/2010 - 07:32
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  • Cisco Employee,

Stoyan,


Are the 2 problem DMPs still active and running content?


The problem is that you can not access the DMP-DM web gui?


You performed a reset to factory defaults by pushing the RESET

button on the back of the DMPs?  If so what happens when you do this?

When the DMP reboots after the reset, what happens (does the local

content play?)


Please get the status of each of the Problem DMPs and paste them in

in a separate text file for each DMP.  Then upload these text files for

me.  Also, Please get the Status of a WORKING DMP and save & Upload

its results in a text file for me..


To get status of the DMP you can enter the following MIB:



https://admin:[email protected]:7777/get_param?p=*.*


  admin         = DMP Web Account Username

  default        = DMP Web Account Password

  a.b.c.d        = IP Address of DMP



Thanks!


T.

Stoyan Stoitsev Wed, 09/08/2010 - 00:33
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  • Bronze, 100 points or more

Hello Tomas,


The problem DMPs are playing content but we have no connectivity to them - no GUI, not even PING. After a reboot they work for a couple of days and then agian loose connectivity.


Last week we took one of the two in lab. I made a reset from the button on the back but the DMP didn't seem to loose any settings and just rebooted. Since then (Friday) it has been working without problems... I am attaching the info from it because as I said earlier the other one is inaccessible so there is no way to get it.

Correct Answer
Tomas De Leon Wed, 09/08/2010 - 07:17
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  • Cisco Employee,

I will look at the Status info that you provided.


You mention two things:


1 - the DMP is accessible after a reboot for a couple of days.


2 - the Reset button on the back doesn't seem to work



Try this with the one you have in the lab and see if the problem

returns:


- Reboot the DMP


- After rebooting the DMP and you have IP connectivity access, go to the

DMP-DM Web Admin, reset the DMP to factory defaults using the "restore to factory
defaults" option

* After the DMP comes back up, reconfigure the DMP as needed and run your content
and lets see if the problem returns.

If the Problem does not return, go to the site of the other problem DMP and repeat
the steps...


T.

Stoyan Stoitsev Fri, 09/10/2010 - 01:32
User Badges:
  • Bronze, 100 points or more

Hello Tomas,


I will do what you suggested but it will be late next week because I will be travelling...


Thanks for the help, will keep you posted.

Stoyan Stoitsev Sun, 10/31/2010 - 15:02
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  • Bronze, 100 points or more

Hello Tomas,


Reseting the DMP from DM did the trick! The problem DMPs are ruuning with no problems for more than a month now.


BR,

Stoyan

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