Encoders/ cue playback master/ not working on ion xe 20 console

PLEASE tell me you have been on the phone with the fantastic techs at ETC Tech Service (800-688-4160) . . .

If not, well that doesn't matter . . . Call them NOW and depending where you are located and who the ETC Dealer that you purchased your Xe console from they (the Dealer or the factory) will get you up and running pronto.  I have been a Dealer for 30+ years and the support that ETC provides and justifiably demands of their Dealers is equal to none in the Pro Lighting, Sound or Video industry.

ETC Tech Service is a 24/7 service organization.  They absolutely pride themselves in fast response times after normal business hours and since they have offices strategically located throughout the world (not to mention the many hundreds of Dealers) you are probably not located too far from from having your console running the way all ETC products work.  The way that thousands of industry professionals can faithfully rely on!

I look forward to seeing your reply that your Xe is up and running 100% VERY soon!

ill get on that as soon as i can, thanks. 

Their # is 1-800-688-4116, not 4160.  But everything else in your post is accurate.  I once called at around 11:30pm on a Friday and got someone within 10 minutes

Oops . . . yes indeed my bad (the special effect results of too many hours)  800-688-4116

As far as their after hours Tech Support response that call back was not a fluke but a typical time service feature that is available when needed.

They are very Cool Beans . . . now IF ONLY a few more of the manufacturers in our industry could follow ETC's lead . . . I won't hold my breath!!!

could you please tell me how to fix this problem? it is not possible to call "etc"

This problem is likely a hardware related problem, so it would require opening up the console. Likely just a cable became displaced. But before you do that in the shell you can run a hardware button test, where it will confirm if the software is properly receiving the button press.

But as stated above, contacting support is preferred. A few things to note (1) there are other country phone number if you're not in the USA; (2) you can contact them via email; and (3) it doesn't matter how old your console is, or what your role is (ie you don't have to be in charge, and there is no cost). 

https://www.etcconnect.com/Support/Contact-Us/