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TAS5766MDCAEVM: trouble of PPC3 TAS5766M Apps.

Akio Ito
Genius 3595 points
Part Number: TAS5766MDCAEVM
Other Parts Discussed in Thread: TAS5766M

Hi,

Our customer is in trouble of PPC3 TAS5766M Apps. 'Tuning and Audio processing' is frozen indicating 'Updating components...' as below.

He tried again by Windows7 PC, but the result was same.
I have to support him in technical, but my register of TAS5766MSW-SA has been expired by 30 Sep 2016. So I had requested the register again. But my request is not accepted yet.

Best regards,

Akio Ito

  • 0
    TI__Guru 63160 points
    Akio-San,

    Alix will respond to you soon.

    Regards,

    -Adam
  • 0
    TI__Genius 9995 points
    Hi Akio-San，

    As to this problem, could you please check with cusotomer that:
    1. Please suggest the customer reinstall the PPC3;
    2. Please let customer sign in PPC3 and udpate the TAS5766M module;
    3. I notice that the EVM board is disconnected during the "Tuning and Audio processing";

    Anyway, if you still cannot get rid of this problem, could you get back to us.
    Further, considering that your TAS5766MSW-SA has expired, please send us email for access for this module.

    Thanks & best regards,
    Alix Wan
  • 0 in reply to Alix Wan
    Genius 3595 points
    Hello, Alix-san,

    Thank you for your reply. I ask the customer to check the item 1 to 3. And I will notify you when I know the results.
    I would not show my email account here. Is there any means to contact you outside this forum?

    Best regards,

    Akio Ito
  • 0 in reply to Akio Ito
    TI__Genius 9995 points
    Hi Akio-san,

    Please email to mpaa_apps@list.ti.com to request for the access.
    By the way, please make sure that you can offer detailed customer name, project and device information.

    Thanks & best regards,
    Alix Wan
  • 0 in reply to Alix Wan
    Genius 3595 points
    Alix-san,

    I sent an email to the address shown in your reply. However, my mail seemed to be blocked because of outsider mail account.

    Best regards,

    Akio Ito
  • 0 in reply to Akio Ito
    TI__Guru 52115 points
    Hi Akio,

    It is OK. I have already got your ti.com account. I have given your access to TAS5766MSW-SA again. You will receive an email from mySecureSoftware@ti.com very soon.

    Andy
  • 0 in reply to Andy Liu (BMS)
    Genius 3595 points
    Hello, Andy-san,

    I have not yet received an email from mySecureSoftware@ti.com.

    Best regards,

    Akio Ito
  • 0 in reply to Alix Wan
    Genius 3595 points

    Alix-san,

    Our customer tried the procedure 1-3 you had shown, but PPC3 still stops at 'Tuning and Audio processing'.
    Is there any workaround else?

    Best regards,

    Akio Ito

  • 0 in reply to Akio Ito
    TI__Genius 9995 points
    Hi Akio-san,

    I will ask my colleague to permit your access for TAS5766MSW-SA. Please wait a second.

    Regards,
    Alix Wan,
  • 0 in reply to Akio Ito
    TI__Genius 9995 points
    Hi Akio-san,

    We will permit your access to TAS5766MSW-SA as soon as possible for your customer support.
    As to the problem, I tried several times in my computer and it works well. Hence,

    1. Considering your customer can update the software in step2, hence your customer have the access to TAS5766MSW-SA.
    When you go to support the customer, you can log in with his account first and then try to work around this problem.

    2. It is suggest that you can install up-to-date PPC3 and TAS5766MSW-SA module;

    3. If you still have the problem, could you please help to gather more information for us to debug?


    Regards,
    Alix Wan.
  • 0 in reply to Alix Wan
    Genius 3595 points
    Alix-san,

    My colleague met same trouble, then he found the cause.
    e2e.ti.com/.../687280
    Because it might be same trouble, I visited the customer yesterday. We checked MATLAB runtime library had not been installed on his PC. He uninstalled PPC3 and then installed it again bypassing their proxy server. Though MATLAB runtime library has been installed at this time, his TAS5766M Apps had frozen again. Finally, he gave up to install PPC3 on his PC. He will try to install PPC3 on another PC.
    I decided to close this thread. Thank you for your co-operation.

    Best regards,

    Akio Ito