Extron Panel Issues – Roche Audio Visual

Before escalating to Extron, please review the below trouble shooting steps:

1. Power Check

Please confirm the device is powered:

If the panel is PoE, ensure:
- The network cable is securely connected
- The switch port is providing active PoE
If it uses eBUS power or a PSU, verify:
- The power injector / PSU is connected and switched on
- All connectors are seated properly

2. Network / Control Cable Check

Depending on the model, the Extron panel may be connected via LAN, eBUS, or directly to a control processor.

Please:

Confirm the cable is firmly plugged in on both ends
If possible, test with a different network port or cable
If connected via eBUS, ensure other eBUS devices are working, if present

If IT can assist, please also confirm the network port (if using Ethernet) is:

Enabled
On the correct VLAN (if applicable)
Not being blocked by security rules or MAC restrictions

3. Reboot the Panel

Disconnect power (PoE, PSU, or eBUS feed)
Wait 10 seconds
Reconnect the power and allow the panel to boot (may take 30–60 seconds)

4. Reboot the Control Processor

If the button panel is controlling room equipment through an Extron IPCP or IPCP Pro controller:

Please reboot that controller as well
Wait 1–2 minutes for it to come back online
Then test the button panel again

5. Observe the Panel Behaviours

After rebooting, please note what the panel is doing and reply with one of the following:

No lights / unresponsive
Lights on but no control response
Frozen or stuck in communication mode
Buttons respond but equipment does not

6. Check Other Room Controls

If the room has a TouchLink panel or other Extron control surface, please confirm whether those are working. This helps determine whether the issue is:

Local to the button panel, or
A wider control / processor issue

If the issues still persist following the above steps, please Submit a Ticket to our support team, including model and serial number of the unit and our Support Team will confirm next steps.