Before calling Customer Support there are several things that a customer can do to try and resolve any given problem quickly and easily. Attempt the following trouble shooting tips and carefully note all symptoms and any error codes that may be coming up on the displays. These codes tell us what specific area is malfunctioning and will help the Customer Support team determine the most likely cause of the problem.

Troubleshooting Step 1

The first thing to check is if the device is functional and can communicate with the SPICE computer. To do this check the READY light on the front of the device's controller (i.e. SUGAR, NUTMEG, TARRAGON, etc.) The READY light should be constantly illuminated.
If the READY light is not illuminated or is flashing, it indicates that the device has lost its internal memory and must be downloaded.

Downloading SPICE Devices

Occasionally, under certain adverse conditions, SPICE Automation Controllers may “lose” or erase their firmware/driver downloads. Possible reasons for SPICE equipment “loss” of memory are power glitches in the theater. These can be caused by lightning storms.

When you have specific controllers in your SPICE Automation system, the controllers need to be told what they are controlling in your specific theater. This is achieved through a simple download process. This download contains all the basic information to allow SPICE to work in conjunction with your controllers. The information files are supplied to you by Sky-Skan on disc when you either received a new controlling device, or have updated/modified your system.

To download, simply copy all of the files on the supplied disc to your SPICE directory. From that directory use the appropriate download syntax for your controller device (see the Downloadable Device Controller stable below).

The following chart gives a basic break down of what files are required for certain controller devices. Please note, all systems are very different. Certain modifications may be made for your unique SPICE Automation system and devices. Call Sky-Skan if you have any questions regarding discrepancies between this chart and the controller you are attempting to download.

Controller	Download Syntax	Files To Be Downloaded
NUTMEG	DOWNLOAD x NUTMEG NUTMEGx	Firmware (NUTMEG), Configuration (NUTMEGx)
NUTMEG II	DOWNLOAD x NUTMEGX.NDL	Firmware, Configuration, Various Device Drivers, Device Configurations (see Batch Files below)
SAFFRON	DOWNLOAD x SAFFRON SAFFRNx SAFFRNx.CAL	Firmware (SAFFRON), Configuration (SAFFRNx), Calibration (SAFFRNx.CAL)
SUGAR	DOWNLOAD x SUGAR SUGARx	Firmware (SUGAR), Configuration (SUGARx)
TARRAGON	DOWNLOAD x TARRAx.TDL	Firmware, Configuration, Various Drivers, Serial Card Firmware (see Batch Files below)
THYME	DOWNLOAD 0 THYME	Firmware (THYME)
THYME II	DOWNLOAD 0 THYMEII	Firmware (THYMEII)
A controller's preset numerical address is represented by “x” in the Download Syntax column above.

Troubleshooting Step 2

Some SPICE equipment, such as CINNAMONs, cannot be downloaded. To determine if the unit in question is having difficulty, attempt replacing it with a unit that is known to operate correctly. In most cases, particularly with CINNAMONs , there are multiple units to test with. Process of elimination will determine the unit giving you difficulty.

Try replacing cables leading to and from the unit with new ones. A cable may look as good as new, but may be broken or frayed at the connector or within the cable itself. Also make sure the cables are firmly connected to the units.

Process of elimination will determine the unit giving you difficulty.

If this doesn't resolve the problem, the device connected to the unit may be faulty (i.e. slide projectors,video sources, etc.) Proceed to Step 3.

Troubleshooting Step 3

The same tests should be performed with third party dealer equipment if a spare or second unit is available. This may not always be possible, particularly if you only possess one of the units in question. If this is the case, try swapping cables.

If you did not complete a fresh download (described in Step 1) attempt it now. A corrupt or missing driver file may be the problem.

Troubleshooting Step 4

If the preceding steps did not remedy your problem, call Customer Service for help. If we cannot fix the problem over the phone we will take appropriate action to get you up and running in as little time as possible.

Some issues may, however, not be caused by malfunctioning hardware. We may detect a simple software problem that can be easily fixed via an emailed software update.