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FAQ

Before contacting Support please take the time to review the most common issues listed below.

Questions:

Answers:

What DVD players do you recommend?

While all DVD players will play movies, not all will play dual-layer, interactive titles properly.

Each year we test the major manufacturers' DVD players for proper interactive playback of our CAESY DVD program. We currently recommend the following DVD players:

Drives that do NOT properly playback the CAESY 2008 DVD.

  • Sony AD-5540A -- this drive is a "slim" model for use in laptops. If you are attempting to use this model in your laptop to playback CAESY 2008 DVDs, we recommend you use a different model drive.

How do I shut down or turn off The Edge server?

On the Tools menu, click Server Shut Down. Do not press the Power button on the server to shut it down.

In versions of CAESY Enterprise 2.7.6 and earlier, the Server Shut Down command is on the File menu.

How often should I restart The Edge server?

We recommend that you restart The Edge server every week. Doing so allows the server to recover system resources.

Where should I keep The Edge server?

The following safety precautions are meant for your safety as well as the safety of the equipment. Failure to follow these guidelines may result in injury or computer malfunction.

  • To avoid electrical shock, always plug The Edge server into properly grounded outlets. The power cable is equipped with three-prong grounded plug. Never cut off the extra prong or use an adapter with this plug. If you must use an extension, use a three-pronged extension.
  • Use a surge protector to prevent the server from receiving a direct power surge of electricity, which may harm the unit.
  • Do not rest anything on the server or its cables.
  • Keep all food and liquids away from The Edge server.
  • Do not poke or push anything into any of the openings in the server. Doing so may cause damage or electrical shock.
  • Do not place the server near any water source. If the server gets wet, immediately turn it off and contact a CAESY customer service representative at 888-403-4003.
  • Keep the server away from radiators and other heat sources.
  • Keep the server out of intense direct sunlight.
  • Do not block any of the vents in the server. Doing so may overheat the server. Keep all papers and cloth away from the rear of the unit.
  • Place the server on a solid surface such as a desk or floor.
  • Ensure that the server receives adequate ventilation. Enclosing the server in a cabinet or other confined area could result in overheating and may damage the server.

Which computer should I use to configure The Edge server?

If you have a multiple-user license, you can use any computer that is connected to the network. If you have a single-user license, use the compter where you plan to use CAESY Enterprise programs. Do not use the computer that acts as a server or that has a direct connection to a high-speed modem, such as cable or DSL.

Why do I have to change the computer workstation's IP address to connect to the System Setup Page?

In order to access the System Setup Page, the workstation must be able to communicate with The Edge server. The Edge server ships with predefined network settings that may differ from your network's current settings. By changing the computer's IP address, you allow it to communicate with The Edge server, which then allows you to open the System Setup Page.

If I change the default IP address of The Edge server, will I be able to change it again later?

Yes. You should always be able to open the System Setup Page, no matter what IP address you choose for The Edge server, so you can always change it.

If you cannot open the System Setup Page, call CAESY Customer Support at 888-403-4003, Monday through Friday, 6 AM to 5 PM PST.

I press the power switch on The Edge server, but nothing happens.

Check the following possibilities:

  • Ensure that The Edge server is plugged into a functional outlet.
  • Ensure that the plug is connected firmly into both the server and the outleft.
  • Bypass any power protection devices, power strips, etc. to determine if they are malfunctioning.
  • Make sure The Edge server's power supply on the back of the case is switched on.

My operatory computer will not connect to The Edge server.

Check the following possibilities:

  • Ensure that you have used the installation disc to install the required software on the operatory computer.
  • Verify that the operatory computer is plugged into your network.
  • Ensure that The Edge server is turned on.
  • If you have recently reconfigured any network settings, restart The Edge server.
  • Ensure that you have set up the network settings correctly on the System Setup Page.

Can I use a coaxial cable to connect The Edge server to the television?

Yes, but you will need an RF modulator (radio frequency modulator). RF modulators are available at many electronics stores, including RadioShack.

Can I connect The Edge server to a computer monitor instead of a TV to play Smile Channel?

Yes. You can connect The Edge server to a computer monitor with a VGA connection. In fact, you can connect The Edge server to a monitor (television or computer) equipped with a composite video, S-video, or VGA connection. Keep in mind that you can connect The Edge server to one monitor at a time only. You cannot connect the server to both a TV and a computer monitor simultaneously.

When you restart The Edge server, it determines which video port to use.

Can I load other programs onto The Edge server?

No. The Edge server hosts only the programs designed for it and is not equipped to handle any other programs you may have.

Will CAESY Enterprise run on a Macintosh computer?

No. Neither The Edge server nor its programs are compatible with Macintosh computers.

Will CAESY Enterprise work with dual independent monitors?

Yes, CAESY Enterprise supports a dual independent monitor setup. When enabled, CAESY presentations and Previews play on Monitor 2. You can also select the monitor on which to play slideshows in Image Master.

How does CAESY Enterprise get updates?

All updates, including new CAESY and Smile Channel presentations, improvements to the software, new features, and new programs are delivered on CD or DVD discs, depending on your system.

Can I have different configurations for CAESY in each room?

Yes. You can create and select as many customized CAESY menus as you like.

Previews does not play.

Check the following possibilities:

  • Ensure that The Edge server is connected and turned on.
  • Ensure that the Windows screen saver has been disabled.

I do not see the bottom half of the ShowCase window.

Ensure that your workstation's Display Properties are set to 96dpi.

I do not see Smile Channel on my television.

Check the following possibilities:

  • Ensure that the video cable is plugged in firmly to both ends.
  • Ensure that your television is set to the correct input.
  • Ensure that your television is turned on.
  • If you recently changed any connections, restart The Edge server.

I do not hear Smile Channel audio on my television.

Check the following possibilities:

  • Ensure that the audio cable is plugged in firmly at both the television and The Edge server.
  • Ensure that your television is set to the correct input.
  • Ensure that your television is turned on.
  • Verify that the volume on the television is turned up.

If you didn't find the answer you were looking for please contact Technical Support for further assistance.

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