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Thread: DCX2496 and Behringer support

  1. #1

    DCX2496 and Behringer support

    Hello everybody,

    I am a cinema engineer and I recommended a DCX2496 to a friend of mine for his Bi-amped system. I have one of those DPS's in my home theatre and found it great. Also, I thought that the advanced replacement warranty from Behringer was a great feature for a professional environment.

    After a little while the DSP showed random failure (channels disappearing). My friend found that he had to ship the DCX back to Behringer and wait for it to be repaired. I got in touch with Behringer which told me that unfortunately the advanced warranty was not available anymore.
    My friend had to find another DCX to replace the faulty one while it was being repaired. Behringer repaired the faulty unit and returned it after 4 weeks.

    After a little while, again, the other DCX (not the repaired one, the one he had as a replacement from his installer) failed as well. Sent to Behringer again, came back repaired after 7 weeks.

    My friend told me he's not buying Behringer products anymore. I am sorry to hear that Behringer is not offering the advanced replacement anymore - that was a massive feature for whoever uses your products for professional purposes and cannot afford a down time of weeks - and that your products show such a high faulty rate.

    I still believe the DCX are great DSP's, but I feel I cannot recommend them anymore if the customer has to shut down his sound system in case of failure.

    I just wanted to report my feedback on the matter, hoping that Behringer can improve their customer support in the future.

    Thanks for your attention and regards,
    Antonio

  2. #2
    I have two dcx2496, both working fine, but If I listen on my PA dbx driverack pa+, in the future I replace both. Sound was up 200% better. try it !!

  3. #3
    Hey Antonio,

    I am sorry to hear about this. I am going to PM you to discuss this further.

    Kind Regards,
    Zac Ross
    Jr. Admin, Tech Support
    MUSIC Group
    BEHRINGER

  4. #4
    Hello Zac,

    There is an update on the issue.

    The repaired crossover eventually developed the same issue again (frying egg noise). My friend opened the unit and found that the cause was the ribbon cable, which looked like it had been crimped during last service. He decided to fix it himself soldering the ribbon cable directly to the board and now it's working again.

    As I said, I won't be able to recommend Behringer units for professional use anymore. The advanced replacement was the key reason for that, without it and with this construction quality - and the very slow service - I'm afraid I won't consider you for professional use anymore.

    I Hope this feedback is useful for you.

    Regards,
    Antonio

  5. #5

    Still not resolved.....

    Hi,
    I have 3pcs. DCX2496 and I'm experiencing a very annoying issue.
    When using the remote software, the units crashes randomly. I need to switch them off and on again.
    All connections are made according the User manual and downloadable sync manual.
    The factory installed firmware is 1.17 and the remote software is V1.16a (latest version)
    Tried several PC's. with XP, Win7/32 and Win7/64; no difference....
    As last option, I tried to install firmware V1.16. After this the remote software is working very well, without crashes of the units.
    But now, the digital (AES) input doesn't work anymore
    At this point I need to choose between remote control (V1.16) or digital input (V1.17).

    Ok, now I come to the point of Behringer Support:
    I logged a call on September 9, 2013, promising to respond with 48 hours...
    1st Behringer response was September 30, 2013, 'No. never heard about this issue. Check your connections.
    My response same day, Checked again, all according to your manual. Btw, Firmware V1.16 works great for the remote part...
    Wait until October 10, Make sure your connections are ok. O, check the attached User manual...
    My response same day, I check the manual. No connection failure, FW V1.16 works, V1.17 doesn't. Mayby the remore software V1.16a is not compatible?
    October 25, Yes a response...No known issues. Check the attached sync manual...
    My prompt response, I allready check this manual too and triple checked all connections. V1.16 is working, V1.17 not....
    After this, still no answer...

    So, Behringer Customer Care people. If you follow this thread, please solve my problem for the DCX2496!

    I someone else does know what is going wrong and already found a solution, please let me know....

    Thanks and best regards,
    Andre

  6. #6
    Hi,
    I have 3pcs. DCX2496 and I'm experiencing a very annoying issue.
    When using the remote software, the units crashes randomly. I need to switch them off and on again.
    All connections are made according the User manual and downloadable sync manual.
    The factory installed firmware is 1.17 and the remote software is V1.16a (latest version)
    Tried several PC's. with XP, Win7/32 and Win7/64; no difference....
    As last option, I tried to install firmware V1.16. After this the remote software is working very well, without crashes of the units.
    But now, the digital (AES) input doesn't work anymore
    At this point I need to choose between remote control (V1.16) or digital input (V1.17).

    Ok, now I come to the point of Behringer Support:
    I logged a call on September 9, 2013, promising to respond with 48 hours...
    1st Behringer response was September 30, 2013, 'No. never heard about this issue. Check your connections.
    My response same day, Checked again, all according to your manual. Btw, Firmware V1.16 works great for the remote part...
    Wait until October 10, Make sure your connections are ok. O, check the attached User manual...
    My response same day, I check the manual. No connection failure, FW V1.16 works, V1.17 doesn't. Mayby the remore software V1.16a is not compatible?
    October 25, Yes a response...No known issues. Check the attached sync manual...
    My prompt response, I allready check this manual too and triple checked all connections. V1.16 is working, V1.17 not....
    After this, still no answer...

    So, Behringer Customer Care people. If you follow this thread, please solve my problem for the DCX2496!

    I someone else does know what is going wrong and already found a solution, please let me know....

    Thanks and best regards,
    Andre

  7. #7
    Super Moderator
    Join Date
    Oct 2013
    Location
    Germany, Willich
    Posts
    40
    Dear Andre,

    I’ve just noticed your posting above. I hereby confirm that we’re looking into this and will provide an answer to your question as soon as we can. I’ve also sent you a PM in order to share additional contact information.

    Best regards,
    Mario

    Mario van Helden
    Senior Specialist, Product
    MUSIC Group
    BEHRINGER

  8. #8
    Super Moderator
    Join Date
    Oct 2013
    Location
    Germany, Willich
    Posts
    40
    Dear Andre,

    I hope you are well. As mentioned in my PM to you a few weeks ago it would be really good to receive more detailed information on certain aspects thus we’re able to investigate this in the best possible way. I’ve just resent my PM to you; if you find the time please get back to us.

    --
    Dear all,

    We’ve successfully tested the following:

    - Three DCX2496 with firmware 1.17 installed
    - First one connected via RS232 to Windows XP laptop; second and third one are daisy chained via respective LINK connectors using Ethernet cables.
    - Option “PC -> LINK” selected as “Link Mode” on Setup Page of the first unit. The other 2 are set to “RS485”.
    - First and third DCX2496 are set to TERM = ON

    We’ve been testing this setup for more than a week without experiencing any crashes (neither on a device nor in case of the software). In the remote software we can easily switch between the three connected units without any problems.

    --

    In addition to this we’ve also downgraded all DCX2496 to 1.16 in order to investigate the digital input issue that Andre has described. Again, we’re not able to reproduce the described phenomena - Input A is still switchable to AES/EBU on all three devices and signals are processed properly.

    I hope this help a bit for the moment.

    Best regards,
    Mario

    Mario van Helden
    Senior Specialist, Product
    MUSIC Group
    BEHRINGER

  9. #9
    Dear Mario,

    See my PM. I'll try to call you tomorrow.
    My issues are still not solved and I can reproduce them each time.
    Maybe it's depending on the hardware version (V1.17 factory loaded FW).

    Best regards,

    Andre

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