Horus / Hapi troubleshooting tips.

Owned by Guillaume Defer (Unlicensed)
Last updated: Jul 06, 2022 by David Jacques
10 min read

Summary

We recommended that Horus/Hapi/Hapi MkII users run the latest certified firmware

Verify your Horus/Hapi firmware version by going to the Horus/Hapi Setup menu and open the System info page to verify the firmware version installed.
Refer to the Horus User Manual Firmware Update section / Hapi User Manual Firmware Update section / Hapi MKII User Manual Firmware Update section in order to proceed with a Firmware update. 
During a firmware update do not perform a browser refresh, simply wait until the update is completed and a Shutdown message is displayed.
Recent firmware are larger than previous ones and could take longer to update, never abort an update process.

Rollback Firmware

Users that need to rollback to a previous firmware version can do so, as long as you stick to recent versions (dating from the current year).
Merging does not guarantee perfect functioning when using dated firmware with recent Pyramix versions. 

How to provide Merging Support with a debug dump file of the Horus/Hapi

Follow the How to provide a debug dump file for Horus and Hapi. In critical circumstance, contact our Support team.

My Horus/Hapi/Hapi MkII shows a white screen at start up

Start Horus / Hapi in Maintenance mode and perform a Firmware update.  Please refer to the Horus Firmware update guide / Hapi Firmware update guide / Hapi MKII Firmware update guide.
To start Horus / Hapi in Maintenance mode, press and hold the small triangle on the front panel button, and press on the big triangle to start the unit.
Hold the little triangle button until the Horus / Hapi display switches to Maintenance mode.
To start Hapi MkII in Maintenance mode, press and hold the rotary controller  on the front panel button, and press on the triangle button to start the unit.

If applying the firmware update did not help , please check the Horus/Hapi power supply, this can also happen if the voltage of your Horus/Hapi is not calibrated correctly.
Horus users : check power supply by following this procedure.

Shutdown and Power ON your Horus/Hapi in Maintenance Mode and perform a Firmware update to the latest version on www.merging.com.
Please refer to the Horus Firmware update guide / Hapi Firmware update guide  / Hapi MKII Firmware update guide.
To start Horus / Hapi in Maintenance mode, press and hold the small triangle on the front panel button, and press on the big triangle to start the unit.
Hold the little triangle button until the Horus / Hapi display switches to Maintenance mode. 
To start Hapi MkII in Maintenance mode, press and hold the rotary controller  on the front panel button, and press on the triangle button to start the unit.

Horus/Hapi/Hapi MkII does not start up, no reaction to Power ON button pressing

Do a complete shutdown of the Horus/Hapi and power off at the back of the unit. Wait a few seconds and Power back ON the Horus/Hapi, it should now be starting up.
Horus users : check power supply by following this procedure.
Contact Merging Support or your local dealer in order to have access to the Technical Document on the voltage adjustment 

At which temperature should you start to worry?

Horus: Above 60 degrees you should start to monitor the situation and make sure that your Fan is turning .
If the temperature continues to rise consider shutting down the Horus in order to cool it down. The Horus temperature can be monitored under Setup > System info.
Hapi (1st generation): the Hapi has no temperature monitoring. Merging recommends a free space of 1 U above each unit to ensure adequate cooling of the device, if no other heating elements are present.
Hapi MkII: The Hapi MkII temperature monitoring is based on the internal silicium (Thus has higher measurement). Warning messages will only be displayed once reaching 80 degrees and above. 
The Hapi MkII temperature can be monitored under Setup > System info.

The Horus/Hapi/Hapi MkII is missing a Module (A/D or D/A) after start up

Shutdown and restart the Horus/Hapi cleanly. If it is still missing try to restart in maintenance mode and install the latest firmware version. 
AD standard and ADA modules will not be seen at sampling rates higher than 192 kHz, only the AD premium modules will be seen in such case. 
Contact Merging Support if the problem persists.  

My Horus/Hapi/Hapi MkII AD levels seems to be different on some channels.

Please perform a test with a generator in order to make sure that each input channel is at the same level. If you encounter level mismatch please contact our Support team.

My Horus/Hapi/Hapi MkII AD inputs have noise on some channels when monitoring from the DA or Monitor.

If this is happening when you are in RAVENNA mode, Horus/Hapi users should verify if their signal is clean by performing a standalone test. 

  1. Go under the Horus/Hapi>Setup>Routing page 
  2. Select DA (or Monitor) and select as a source the AD module where your signal comes from
  3. Now monitor the DA outputs (Or Monitor outs)

If the signal is clean it indicates that your issue is software/RAVENNA related. In such case please refer to the Known issues Pyramix section
If the signal remains noisy, please contact the Merging Support team.

I have a small distortion or clicks on my Horus/Hapi/Hapi MkII AD inputs

  • Make sure that your Horus/Hapi sampling rate is matching the Pyramix one.
  • Verify your synchronization under the Horus/Hapi i/o & sync page. Make sure that the status is locked and green.
  • If running in MassCore mode, make sure that your Core indicator is not red (peaking). 
    If running in Native mode,  make sure that your CPU indicator is not red (peaking). 
    See also the recommended ASIO buffer size in this guide.
  • It might also be good to try having fewer connections enabled under RAVENNA Easy Connect or ANEMAN. Only enable what is necessary since the Enabled Connections will consume system and network resources. 
    Native ASIO and Core Audio/VAD users should only enable the required number of IO in their respective Control Panel.

Cannot route a module to another module (example: A/D routed to the MADI internally)

See Horus User Manual routing chapter / Hapi User Manual routing chapter / Hapi MKII User Manual Routing chapter.
The Horus/Hapi Module routing menu describes where the signal for each module in the Horus/Hapi is coming from.
Each button will go to a sub-menu that allows the user to change the origin of the signal feed to that specific module. 
Example: How to route the A/D to the MADI input internally
The A/D must been routed from the destination Module (in this case the MADI routing page) 

  1. Select the Horus/Hapi Routing Page 
  2. Select the MADI module
  3. At the bottom of the MADI Routing page select A/D (MADI routing is supported for banks of 8 channels) 
  4. It should then show up in the Output Source Section of the MADI Routing page.

PTP sync takes some time before locking and Pyramix is continuously dropping during that time

Only perform real-time operations when the PTP sync is green and locked, it should take only a few seconds. Make sure you have the latest firmware version installed. 
If you are using a network switch, make sure you are using a validated RAVENNA switch, and that it is properly configured.
Reducing the amount of inputs and outputs may help PTP locking. 

The Sync indicator within Pyramix keeps blinking yellow (Ref Signal missing)

In such case it most probably means that you have enabled the TC Ref under RAVENNA Easy Connect or ANEMAN, this requires that you feed a proper Video reference to the Horus/Hapi. Please verify your configuration.

The Horus/Hapi and the Aurora interface do not always locked properly

We recommend that you disable the Aurora Anti-Jitter option. 

The Horus/Hapi/Hapi MkII is not always visible under the MT Discovery tool

Refer to this page.

My Horus/Hapi/Hapi MkII outputs are not appearing in Ravenna Easy Connect or ANEMAN

Refer to this page.

When installing Pyramix or Ovation, my Horus/Hapi/Hapi MkII remote Web application no longer communicates with Horus/Hapi

When performing the installation, we are stopping the MassCore PCIe Ethernet card and services for driver’s updates. After the installation and a computer restart, your Horus/Hapi should be back online. Also make sure that your Windows firewall is turned off. 

Cannot open the Horus/Hapi/Hapi MkII when in Maintenance mode, the entry is not present in MT Discovery.

  1. First launch MTDiscovery and open the Horus/Hapi Maintenance Mode entry 
  2. If such entry does not show up, reboot your system and retry 
  3. Also verify that your Network card is set to Automatic IP addressing (see Horus/Hapi User Manual as Horus/Hapi in maintenance mode requires the Auto IP mode) 
    In case none of the above works try to access the Horus/Hapi directly from your Chrome browser 
  4. First make sure that the Horus/Hapi if well connected to your system via Ethernet, be aware that the Port or Switch must be Gigabit. 
  5. Verify that you are using Ethernet cable category 5E or 6 
  6. On the Horus/Hapi Maintenance TFT screen take note of the written IP Address 
  7. Type this address in your Chrome browser followed by :8080 

Example: 169.254.182.31:8080 
You should now have access to the Horus/Hapi remote Maintenance page and be able to update your Horus/Hapi firmware. 

My Horus/Hapi Ethernet port looks to be down and not working (no light indication).

The Ethernet link to the Horus/Hapi/Hapi MkII must be a Gigabit one.
It is mandatory to connect the Horus/Hapi Primary port to a Gigabit Ethernet port or switch connections, for remote access or for a RAVENNA setup with multiples Horus/Hapi.
See RAVENNA Network Guide for example or certified switch and configurations. Do not try to use the Horus/Hapi when connected to a 100MB Ethernet port or switch.
Hapi MkII users ports usage may vary depending on the network mode setting (switch or multi-interface 2022-7), see Hapi MKII User Manual.

Horus / Hapi  / Hapi MkII From Disk / To Disk presets do not work in your browser

The preset load or save opens an additional window, make sure your browser is not blocking such pop-up window.

Cannot choose the folder destination of my saved to disk Horus/Hapi/Hapi MkII Preset 

In order to be able to rename the Horus/Hapi preset file at save the Chrome browser users will need to adjust this Settings.

  1. Go in Chrome Settings 
  2. Click on Show advanced settings 
  3. Under Downloads, check the box « Ask where to save each file before downloading » 

Now when clicking on « to Disk » a window pops up that allows you to change the name of the preset (.bin) file prior to saving it.
 

My Horus/Hapi remote web access display is not accurate with what it should be

Make sure that you are using Google Chrome as your default browser. You can also try out a force refresh (CTRL + R then CTRL + F5) usually sorts the problem and forces your browser display to update.

Horus/Hapi/Hapi MkII errors reported on TFT screen

Refer to Horus manual troubleshooting section.
Refer to Hapi manual troubleshooting section.  
Refer to Hapi MKII manual troubleshooting section.  

How to reset the Horus/Hapi/Hapi MkII to its factory settings?

This can be at times necessary if you have RAVENNA connections problems or if you are lost in your Horus/Hapi configuration and would like to return to the default setting.
On the Horus/Hapi TFT simply go to the SetUp>Presets and perform a “Reboot To Factory” settings. If selected we will reboot the Horus/Hapi to the default factory configuration.
The Current configuration will be lost but all the saved presets will be kept and can be reloaded.

What are the Horus/Hapi/Hapi MkII Modules Capabilities

Refer to Horus User Manual - Modules section.
Refer to Hapi User Manual - Modules section.
Refer to Hapi MKII User Manual - Modules section.

What are the Horus/Hapi/Hapi MkII Modules Latencies

Refer to Horus User Manual - Modules section.
Refer to Hapi User Manual - Modules section.
Refer to Hapi MKII User Manual - Modules section.

Headphone capabilities in DSD

When Horus or Hapi are set in DSD64 or DSD128 mode, the headphone output is working, but the gain slider is not supported.
DSD256 is not supported on Horus and Hapi headphone output. 
Hapi MkII users : Headphone output is fully working (including gain slider) up to DSD256.

Does my Horus/Hapi/Hapi MkII has DHCP support and how should my network be configured

Horus/Hapi/Hapi MkII has no DHCP-server capability neither does the Merging PCIe Ethernet Controller Card NET-MSC-GBEX1.
By default the Horus/Hapi/Hapi MkII IP setting is set to “Auto” configuration mode (Zero-conf) which gives an address in the range 169.254.xxx.xxx if no DHCP server is present on the network.
Users are free to put a DHCP server in their RAVENNA network with a customized address range and the Horus/Hapi would get an IP address from this server.
Note that our recommended RAVENNA switches are configured with DHCP disabled. 
Merging recommend the Horus/Hapi/Hapi MkII to be configured in “Auto” mode and the Merging PCIe Ethernet Controller Card NET-MSC-GBEX1 to also be configured with “Internet Protocol Version 4” with “Obtain an IP automatically”.
For firmwares prior to 3.9..38957 / Maintenance mode V43, you must be aware that when the Horus/Hapi is started in Maintenance mode the IP configuration is exclusively done using “Auto” IP settings mode.

For a RAVENNA configuration with multiple Horus/Hapi or systems connected on the same network, be aware that Merging supports specific RAVENNA switches  More details can be found in the Network switches for RAVENNA /AES 67.

Please also note that Windows cannot handle different networks in the same address range.
For example, Windows cannot handle the Horus/Hapi plugged on NIC 1 and a NAS plugged on NIC 2 if both devices uses the 169.254.xxx.xxx address range. You need to change one of the device and its NIC to another range, 192.168.xxx.xxx for example.

Horus/Hapi/Hapi MkII AES Cables

The AES ports connect the AES-EBU I/O using DB25 D-SUB connections (Tascam).
This means that AES cables that came with your Mykerinos cables are not compatible with the Horus/Hapi/. You can order those cable directly from our sales partners.
Detailed wiring pinout can be found in the device user manual.

For Horus users with AD RUN 3 modules.

This warning applies ONLY to the initial RUN 3 production batch of AD8 and AD8P and has been fixed for all modules shipped starting November 2012: 
The 48V power MUST be turned off prior to changing the connection in certain patch bays. Many such patch bays do short the Hot, Cold or both signals to Ground during insertion or removal of the Jacks with the risk of deteriorating permanently the protective resistors in the input of the PreAmp circuitry. If an AD module input circuitry is damaged, following such a short, it will end up permanently having inaccurate gain levels, distortion or even no signal at all on some channels. That would require hardware replacements at your own cost, since such damage is not covered by our warranty.

If you still own one of the original and unmodified RUN 3 AD8/AD8P modules we recommend that you contact your Merging reseller to organize an update of your module(s), which Merging is pleased to provide free of charge.

Users with RAVENNA specific issues should look under the Known issues section, you will find a RAVENNA chapter.