Ion XE 20 - Encoders not functioning

Question

Hi All, 
 
 Ive got an Ion XE 20 and the encoders are not showing up or functioning. I've run an update to see if that would solve it but no joy. 
 The diagnostics stream is not showing any data coming from the encoder panel which says to me its either unplugged internally or there is a software issue on my unit. 
 Also in the shell I have run the checks on the desk with no joy - one little red flag for me is that under detected modules the encoders don't show up. 
 
 Spoke to ETC support yesterday and was asked to open the desk to check connections, happy to do this but would like to check all the software routes first..! 
 
 TIA hive mind. 
 
 Best, 
 
 Tom

ueliriegg · Answer

That could mean the PCB of the Master Playback section (that also controls the encoders) has lost the firmware. 
 I suggest calling the hotline again.

eos moderator · Answer

This sounds like something that would best be looked at while talking to our technical services team. 
 You can find the phone number for the hotline here: Contacts Technical Support 
 When calling it would be helpful to know your serial number (white sticker at the back of your console with PN and SN numbers), your software version. And you should have access to your console if at all possible. Even better if you're aware of situations that make the Go button fail more often than others. 
 Thank you.

Ion XE 20 - Encoders not functioning

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