Steps to Solution
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There have been reports that installations of Eos Family v2.3.2 and older and Mac OS X El Capitan may end up removing the USB security dongle driver. To resolve the issue, we recommend downloading the latest driver from the SafeNet website here: https://sentinelcustomer.gemalto.com.ineldownloads/. Gadget I and I/O Board with the Phone Jack. From the ECU shell screen click the settings button: In Settings click the Maintenance button: Scroll to the Firmware Update section to see your Gadget I/O Board shown in red, notating that it needs updating.
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- The Gadget can only be used by one application at a time. Ensure no other ETC applications are running
- Quit Eos and Eos Family Welcome Screen.
- Quit all other ETC or ETC Labs applications.
- Re-launch Eos
- Ensure you are running the latest version of Eos
- Update Eos to the latest version of software.
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- Ensure DMX Output is Enabled
- Double-Tap the [Displays] key to open the browser.
- Navigate to Setup>System Settings>Output.
- Under 'Local DMX Outputs', make sure {DMX Outputs} is set to 'Enabled'.
- It is also recommend to have {Default Output Protocol} set to 'Enabled'.
- Verify Eos can detect your Gadget
- Double-Tap the [Displays] key to open the browser.
- Navigate to Setup>Diagnostics.
- Underneath 'Net2Priority', look for a line that says 'I/O Board Firmware Version'
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- If I/O Board Firmware Version is listed in the Diagnostics tab:
- If you are using a Gadget I on macOS Catalina (10.15) or higher, Eos Family Welcome Screen has access to Input Monitoring.
- Otherwise, you may be dealing with a hardware issue on the Gadget itself. Contact ETC Technical Services for further assistance.
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- If I/O Board Firmware Version is not listed in the Diagnostics tab:
- Check for a status indicator on the Gadget next to the USB port:
- On Gadget I, the indicator should be rapidly blinking red.
- On Gadget II, the indicator should be rapidly blinking green.
- If there is no indicator at all, try a different USB port. If that still doesn't work, try a different USB cable.
- If neither a different USB port or cable resolves your issue, you may be dealing with a hardware issue on the Gadget itself. Contact ETC Technical Services for further assistance.
- If there is a status indicator, but they are not rapidly blinking, try reloading firmware. This will require access to a PC.
- Check for a status indicator on the Gadget next to the USB port: