The Allen & Heath dLive series of digital mixers is known for its flexibility and reliability in live sound environments, from concerts to broadcast settings. However, like any complex system, it is not immune to occasional issues. One of the most alarming problems that can occur is the dreaded “White Screen of Death” (WSOD), where the dLive system’s touchscreen goes blank and displays nothing but a white screen, leaving operators scrambling for a solution.
Afflicted consoles include:
- Allen and Heath Avantis
- Allen and Heath dLive S3000
- Allen and Heath dLive S5000
- Allen and Heath dLive S7000
- Allen and Heath dLive C1500
- Allen and Heath dLive C2500
- Allen and Heath dLive C3500
This blog post outlines common causes and troubleshooting steps to help you quickly resolve the WSOD on your dLive system and keep your sound operations running smoothly.
What is the White Screen of Death?
In the context of the Allen & Heath dLive system, the White Screen of Death (WSOD) refers to a critical issue where the touchscreen interface becomes unresponsive and displays a solid white screen. While audio might still be passing through the system, the lack of a functioning screen makes it difficult to monitor and control key settings in real-time, leaving operators in a precarious situation during live events.
Possible Causes of the White Screen
Several potential factors can contribute to a WSOD on the dLive system:
- Corrupted Firmware or Software: If the firmware on the dLive system is corrupted or incompatible with the hardware, this could cause the touchscreen to malfunction.
- Power Supply Issues: Fluctuations in power, a faulty power supply unit, or insufficient power to the system can lead to a WSOD if the SBC is damaged.
- Loose or Damaged Cables: The dLive’s control system relies on cables to connect various components inside the system. If a cable fails, the desk can present a WSOD.
- Hardware Failures: Internal hardware components such as the touchscreen itself, the CPU (SBC), or other critical components may have failed or become disconnected.
- Overheating: If the system is operating in a high-temperature environment or if cooling fans are blocked or failing, overheating could lead to the WSOD.
Step-by-Step Troubleshooting for the White Screen of Death
Follow these steps to troubleshoot and hopefully resolve the WSOD on your Allen & Heath dLive system.
1. Perform a Soft Reboot
Sometimes, a simple restart can fix temporary software glitches.
- Action: Power down the control surface by using the hardware power switch, located above the IEC power cable.
- Result: If the WSOD was caused by a minor software issue or temporary glitch, the system should boot up normally and the touchscreen(s) should become responsive again.
2. Check Firmware and Software Versions
If rebooting doesn’t resolve the issue, your next step is to check for firmware inconsistencies or corruptions.
- Action: Connect an external device (such as a laptop) to the dLive system and check the firmware version using Allen & Heath’s software (Director Software or dLive Firmware Updater). Download and reinstall the latest firmware from Allen & Heath’s official website if necessary.
- Result: If the firmware was corrupted, reinstalling or upgrading to the latest version should resolve the issue.
3. Inspect Ethernet Cables and Connections
Faulty or loose cables can disrupt communication between the dLive’s control surface and mix rack.
- Action: Power off the system and physically inspect all Ethernet cables (Cat5e or Cat6) connecting the control surface to the mix engine. Ensure the connections are tight and secure. If possible, test the cables with a cable tester or replace them temporarily to see if this resolves the issue.
- Result: If the WSOD was caused by a communication issue, resecuring or replacing the Ethernet cables should restore the connection between the control surface and mix rack.
4. Check the Power Supply
A faulty power supply could cause screen issues.
- Action: Verify that the dLive system is receiving stable power. Check the power supply unit (PSU) for any signs of malfunction, such as abnormal noise or excessive heat. If you have a redundant power supply option on the dLive (such as dual PSU), switch to the secondary PSU to see if the issue resolves.
- Result: If the problem was related to power fluctuations or PSU failure, switching to a stable power source should resolve the issue.
If the issue persists, there might be a hardware fault inside the dLive.
The Penn Group is an Allen and Heath Authorized Service Provider
The White Screen of Death on an Allen & Heath dLive system can be caused by various factors. The Penn Group is an Allen and Heath Authorized Service Provider.
You can reach us by calling: 614-741-5306 or emailing: sales@thepenn.group
