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Hints & Tricks

Updated

This document brings you useful tips and practical tricks to help you get the most out of your LEXI Local or LEXI DR (Disaster Recovery) system.

Fixes & Workarounds

Network Configuration & Connectivity

Symptoms:

  • DR/Encoder cannot connect to iCap, EEG Cloud, or fails to sync.
  • Docker network conflicts with internal IP ranges.
  • Firewall or DNS errors.

Tips & Resolutions:

  • Always check that the DR/Encoder is on the correct VLAN/subnet and that no IP conflicts exist (especially with Docker’s default 172.17.x.x range).
  • Ensure outbound access to these endpoints is allowed:
  • If using static IP, double-check gateway, subnet mask, and DNS settings.
  • For Docker conflicts, reconfigure Docker to use a non-overlapping IP range (consult your network team).
  • If you see “Could not reach iCap server” or “forbidden” errors, verify firewall rules and credentials.

License Provisioning & Expiration

Symptoms:

  • Lexi DR/Encoder shows “License expired” or cannot apply new license.
  • Uploading a license file triggers an error (e.g., “internal 500 error”).

Tips & Resolutions:

  • Always download the license file directly to your local machine before uploading—do not open or edit it.
  • If you get an error, try renaming the file or request a new copy from support.
  • Check the “License” tab for expiry warnings. Licenses cannot be set to never expire; renewals must be applied before expiry.
  • If you’re unsure which email address received the license, check with your Customer Success contact.

Software Upgrades & Language Packs

Symptoms:

  • Upgrade fails with “file too large” or “upstream service error.”
  • Language pack upload fails or languages are missing.

Tips & Resolutions:

  • For upgrades from v5.0.0, always apply the pre-update file (e.g., LDR5.0.0a) first.
  • Do not unzip .tar.bz2 files; upload them as-is.
  • After each upgrade step, perform a hard refresh (Ctrl+F5) in your browser and check the build version.
  • If the language pack fails, try uploading from a different PC or browser.
  • If the unit is stuck on the startup screen after upgrade, a power cycle or SSD replacement may be required—contact support.

Disaster Recovery (DR) Failover

Symptoms:

  • DR does not activate during a cloud outage.
  • No captions during failover, or DR session does not start.

Tips & Resolutions:

  • Ensure both DR and encoder are running compatible firmware (Lexi Controller v5.0.0+ for DR support).
  • Test DR failover regularly by simulating a cloud disconnect (e.g., change iCap URL to a bogus address).
  • Check that scheduled events are synced to the DR unit and that time settings are correct.
  • If DR does not start, check logs for “no audio detected” or “job terminated by server” (may be due to audio timeout).

Scheduled Events & Sync

Symptoms:

  • Deleted or changed scheduled events still appear on DR.
  • Unexpected captions after a session ends.

Tips & Resolutions:

  • Always use “Cancel All Events” when deleting recurring events in EEG Cloud.
  • After changes, run a manual sync on the DR unit and verify the calendar.
  • If events persist, check for time sync issues or unsuccessful syncs.
  • For recurring issues, update to the latest DR firmware (v6.0.0+).

Audio/Captioning Quality & Timeout

Symptoms:

  • Captions stop unexpectedly; logs show “no audio detected” or “timeout.”
  • Gargled or incomplete captions.

Tips & Resolutions:

  • Check the “timeout” setting in the Lexi instance (EEG Cloud > Instance > Advanced Settings). Increase if needed.
  • Ensure audio is present and at sufficient volume throughout the session.
  • For persistent captioning issues, provide both encoder and DR logs to support.

 

Frequently Asked Questions

What is Lexi Local and when should it be used?
Lexi Local is an on‑premise AI captioning system designed for customers who require captioning without reliance on cloud connectivity. It is typically deployed in environments with strict data‑sovereignty, latency, or availability requirements where EEG Cloud access is limited or undesirable.

How is Lexi Local licensed?
Lexi Local licensing is applied via a device‑specific .txt license file. The license file is uploaded through the Lexi Local web admin interface and is cryptographically tied to the unit’s serial number and hardware profile.

Can Lexi Local operate fully offline?
Yes. Once licensed and configured, Lexi Local can operate without any internet connection. All transcription processing occurs locally, and no audio or metadata is sent externally.

What happens if Lexi Local shows “Unlicensed” after installation?
This typically indicates that the license file does not match the unit serial number or was not applied correctly. Re‑upload the license file and confirm the serial number with support if the issue persists.

How do I apply software updates to Lexi Local?
Updates are applied through the admin portal using a support‑provided .tar.bz2 file. The file must not be extracted before upload, and the system should not be powered off during the update process.

What languages are supported by Lexi Local?
Language support depends on the installed language pack. Common deployments include English and Spanish, while additional languages may require custom builds or updated language packs from support.

Does Lexi Local support translation workflows?
No. Lexi Local supports transcription only. Translation between languages is a cloud‑based capability and is not available in on‑premise Lexi Local deployments.

Why won’t Lexi Local start a captioning job?
Common causes include missing audio input, expired or invalid licensing, or misconfigured instances. Checking system logs and audio meters usually identifies the root cause quickly.

How many concurrent captioning sessions can Lexi Local run?
Concurrency is determined by the license. If more sessions attempt to start than licensed, additional sessions will fail to launch until capacity becomes available.

What audio formats are supported?
Lexi Local supports embedded SDI audio and supported IP audio formats, depending on the encoder or input device feeding the system.

How do I check Lexi Local system health?
The admin portal provides system status indicators, CPU and memory utilization, and log access. These should be reviewed during performance or stability issues.

Where are Lexi Local logs stored and downloaded?
Logs are accessible from the web interface and can be downloaded as individual files or bundled archives for support analysis.

What happens if the Lexi Local system clock is incorrect?
Incorrect system time can cause scheduling and logging issues. Enabling NTP or manually correcting the system time resolves most related problems.

Can Lexi Local be virtualized or containerized?
No. Lexi Local is supported only on approved hardware configurations to guarantee performance and reliability.

How do I reset the Lexi Local admin password?
Password resets require a support‑provided update file or remote assistance. There is no self‑service password recovery.

Does Lexi Local integrate with EEG Cloud?
No. Lexi Local is intentionally isolated from EEG Cloud and operates as a standalone system.

What causes caption latency in Lexi Local?
Latency is influenced by audio quality, processing load, and output formatting. Poor audio input is the most common contributor.

Can Lexi Local output both open and closed captions?
Output behavior depends on the downstream encoder and configuration, but Lexi Local itself focuses on transcription rather than rendering.

How do I back up Lexi Local configuration?
There is no automated backup feature. It is recommended to document configuration settings and retain copies of license files.

What happens if Lexi Local storage becomes full?
Excessive log accumulation can impact performance. Support may recommend log cleanup or storage expansion depending on the deployment.

Can Lexi Local run continuously 24/7?
Yes, provided adequate cooling, power, and maintenance practices are followed.

How often should Lexi Local be rebooted?
Reboots are not routinely required but may be recommended after updates or prolonged uptime.

What network configuration is required?
Minimal networking is required unless IP audio inputs are used. Static IP addressing is recommended.

Can Lexi Local be remotely accessed?
Remote access depends on customer network policies. Support sessions typically require customer‑initiated access.

What happens during a power outage?
Lexi Local will shut down immediately unless protected by a UPS. Jobs in progress will terminate.

How do I validate audio is reaching Lexi Local?
Audio meters and diagnostic logs in the admin interface confirm audio presence.

Can Lexi Local be clustered for redundancy?
No native clustering is supported. Redundancy is handled via Lexi DR in cloud‑connected environments.

Is Lexi Local suitable for live broadcast?
Yes, when properly configured and tested, it is commonly used in live broadcast environments.

What maintenance is required?
Periodic software updates, log review, and hardware health checks are recommended.

How do I escalate unresolved Lexi Local issues?
Provide logs, timestamps, and a detailed description to support and request escalation to engineering.

 

Lexi DR (Disaster Recovery) – Frequently Asked Questions (30)

What is Lexi DR and what problem does it solve?
Lexi DR provides an on‑premise failover capability for Lexi Cloud, ensuring captioning continuity during cloud outages or connectivity failures.

How does Lexi DR synchronize with EEG Cloud?
Lexi DR automatically syncs configuration data, instances, and schedules from EEG Cloud at regular intervals.

How often does Lexi DR auto‑sync?
Under normal conditions, auto‑sync occurs every 10 minutes.

Why does Lexi DR show “Last synced: Never”?
This usually indicates a sync failure, often caused by large schedule volumes or network timeouts.

How do I manually trigger a sync?
Use the “Sync Now” option on the Disaster Recovery page of the admin portal.

What software version is recommended for Lexi DR?
Versions 5.2.2 and later are recommended due to improved sync reliability.

What network access is required for Lexi DR?
Outbound HTTPS to EEG Cloud and connectivity between encoders and the DR unit are mandatory.

How does failover actually occur?
When cloud connectivity is lost, encoders automatically redirect to the DR instance without operator intervention.

What happens when cloud connectivity is restored?
Encoders automatically revert to cloud Lexi and terminate local DR jobs.

Can Lexi DR be used as a primary system?
No. It is designed strictly as a backup system.

How is Lexi DR licensed?
Licensing is applied via a .txt license file specific to the DR unit.

Do Lexi DR licenses expire?
Yes. All licenses have an expiration date and must be renewed.

Can license expiry be removed?
No. Expiry is enforced by the licensing system.

Why didn’t failover occur during an outage?
Common causes include expired licenses, encoder firmware incompatibility, or firewall restrictions.

How do I test failover safely?
Simulate a cloud outage during a maintenance window and observe encoder behavior.

Why does DR activate after a scheduled event ends?
This often occurs when cloud jobs are terminated early or when system clocks are misaligned.

Can I create new instances on Lexi DR?
No. Instances are mirrored from the cloud only.

What happens if DR cannot reach EEG Cloud?
Sync will fail, but existing configuration remains intact until connectivity is restored.

How do I upgrade Lexi DR?
Apply updates sequentially through the System Upgrade interface.

What file formats are accepted for upgrades?
Only .tar.bz2 files are supported.

How do I collect logs for DR troubleshooting?
Use the “Download All Logs” feature in the admin portal.

Can Lexi DR support multiple encoders?
Yes, within the limits defined by the license.

Does Lexi DR support translation?
No. It mirrors the transcription capabilities of the cloud instance.

What happens if the DR unit runs out of disk space?
Log cleanup or support‑assisted maintenance may be required.

Can DR be monitored remotely?
Yes, subject to network access and security policies.

Is DR impacted by incorrect system time?
Yes. Time mismatches can cause scheduling and sync anomalies.

How do I confirm DR was used during an outage?
Review DR instance logs and encoder connection history.

Can DR be shared across multiple EEG Cloud accounts?
No. Each DR unit is tied to a specific account.

Is DR suitable for 24/7 operation?
Yes, provided licensing and hardware requirements are met.

How do I escalate Lexi DR issues?
Provide logs, timestamps, encoder details, and request engineering escalation.

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