Matrix: IVC resets for no apparent reason, how to get additional logs from the IVC and CPU cards

One of our major customers had a couple of issues where two of their IVCs reset from no apparent reason, taking down all IP endpoints connected to them. This setup has been working for a couple of years without any problems and according to the customer, there were no network issues and no configuration changes that could have caused this. To help track the root cause, Engineering recommended collecting additional logs from the IVCs and CPUs using custom commands. See instructions below on how to do this.

To enable additional logging on an IVC-32 Card, please…

  • Go to ‘Event Log’ and press ‘Play’ in the ‘Properties’ pane (if not already done so)

  • Click on ‘Request Info’ in the ‘Properties’ pane

  • Select ‘Set E-Que Logging Level’ command in the dialog box

  • Enter the slot number of the IVC-32 card (slot number as counted in ‘Cards and Ports’ screen)

  • For ‘Log level filter’ enter value 6 (to disable enter value 2 for default)

  • Click ‘Send’ button

In your setup please repeat these steps for both of the IVC-32 cards, the one in slot 13 and the one in slot 15!  (see screenshot)

To enable additional logging on the CPU card, please…

  • Go to ‘Event Log’ and press ‘Play’ in the ‘Properties’ pane (if not already done so)

  • Click on ‘Request Info’ in the ‘Properties’ pane

  • Select ‘Custom’ command in the dialog box

  • Enter 118 as ‘Message Code’ and 15 as ‘Parameter 1’ (0 to disable)

  • Click ‘Send’ button.   (see screenshot below) 

Although the amount of additional logs should be moderate, it would be great to monitor the Event Log. If you want to disable the additional logging again, you can do it as well by following the instructions with modifications in brackets above.