Author: GMI Automation

We recently highlighted how we use our expertise and experience to effectively take over problematic Crestron systems. Today we will take a closer look at a financial firm in New Jersey and how we solved the ongoing issues with their automated video conferencing and audio system.

Some background on this project, a few years ago we were bidding on a project to design and build an automated video conferencing system for a financial firm near our location in Short Hills, New Jersey. After going through the bid process, we lost the job to a company who was charging significantly less for the work. While we never like to lose a job, we did not judge the client for their decision and moved on to the other jobs in our queue.

Fast forward to now, we received a call from the same company, asking us to come diagnose some issues they were having with their Crestron system that the installing company could not figure out. Our first step, of course, was to find out from the client how they are being affected by the problem. They were not able to use their ClearOne video conferencing system without a constant popping or hissing sound out of the integrated audio, they also could not tell when an individual microphone was muted or not, causing confusion during calls. Basically, the system wasn’t doing the job effectively despite having the potential to do what it needed to do.

To solve the problem we started at the beginning, which for us is to examine the existing system and learn how it was put together, followed by an overhaul of the system’s wiring to ensure that all wiring is run cleanly, correctly and with proper terminations. One of the biggest points of failure in this system was the use of low-quality wire in between the components, we replaced this with a higher quality of cleanly installed XLR wiring to increase the audio quality during the conference calls, where everyone needs to be clearly understood as well as clearly understand what is being said. To solve the microphone issue we engineered a hardware solution for the tabletop microphones. This was simply installing a small LED light box on each microphone with a red and green light toggle to indicate when the microphones were muted or when they were not. Once all of these steps were completed, we fully balanced the audio to work with the acoustics of the existing room, leaving a fully functional system that exceeded our client’s expectations.

The most important part of this story is that we were able to solve the customer’s issues without installing and new hardware, using entirely pre-existing ClearOne and Crestron components. We were able to do this by leveraging our relationship with ClearOne, who helped us do significant coding and firmware updates for the video conferencing system. Unlike GMI, some integrators do not use the support that they have to provide the best service in the quickest amount of time with the least amount of resistance.

In any industry, it is important to be cost effective in what you do. Though the fact remains, if you don’t understand the proper amount of labor and time required to make sure a project is completed the right way and not the easy way, you will fail.  When you try to cut corners to meet a deadline, you shoot yourself in the foot and by the time you get to the end of the project it’s too late. There are so many points and little parts of a system that can go wrong that need to be done correctly the first time and taking shortcuts when expectations are this high is only going to cause trouble for you and your clients. It just goes to show, that in the world of high-end automation, you get what you pay for.

In previous entries, we have discussed a variety of the issues we uncover when working on Crestron automation systems. Complex systems can be undone by something as simple as a poorly run wire, or something more chronic such as an overloaded system. Today we will be talking about another common problem found in Creston automation systems, inadequately powered devices. 

Simply put, It is not possible to communicate effectively to a device if the device is not there to listen.  

If a component part is not receiving the proper amount of power, it won’t function – not because the device itself is bad, but because it was not given enough food to stay alive.  

Many remotely located control system devices are powered by the same control wire that is responsible for communication.  We’ve found a common failure of other integrators  is to not provide enough power for all devices in a control system wire chain. This often leads to a malfunction of those devices at the end of a loop or for those devices that require the most power.  

Despite its prevalence, this is an easily remedied issue. There are power supplies of different ratings that can be placed at the core, mid-span power supplies that can be placed on the cable plant, and end of line power supplies that can be placed at the remotely located device.  When other integrators fail it is normally due them not properly calculating control system power load and thus not taking the correct action to properly build out the system’s power requirements.

GMI understands what level of power nourishment is needed by each and every part of the control system.  We design and build our systems in such a way that each device is fed the proper amount of power, which means each piece of equipment is ready to communicate and function properly when called upon to do so.

In addition to our ground level protections against underpowered systems, we often take the extra step of installing proactive monitoring systems. These systems will, among other things, keep track of each individual component’s power demands. This back end monitoring notifies us of any device failure, and can also be programmed to identify negative trends. This means that if the power of a system component begins to drift below acceptable levels we can address the problem before it grows into a total system failure.

Is your Crestron system prone to failure or otherwise not living up to expectations? Underpowered devices could be the culprit.

The Crestron Doctors proven method to repairing your system the right way.

Throughout my years with GMI Automation we have taken over dozens of Crestron systems for customers who just aren’t happy with something about how their system works. Today I’m going to take you through the process of how we effectively turn these broken systems into well oiled machines which keep our customers coming back.

The first step in any effective system repair or takeover is to diagnose the problem at hand. 

Diagnosing The Problem

The way to go about this isn’t to jump right into the system hardware or code, it’s to simply find out from the end user how they are being affected by the problem. What is making them unhappy and what is keeping them from using the system to it’s full capacity. It’s also important to use this conversation with your client to find out how they are using the system and what their overall needs are.

Defining The Process

Once we’ve spoken to the customer about the issue we begin to put together a game plan for how to resolve. We examine the existing system and learn how it was put together. Many systems we find are thrown together without room for upgrade or ease of service, which makes the next step even more important; a complete overhaul and cleanup of the wiring. It is imperative to be 100 percent sure that all the work we are doing is reliable down to the terminations of each individual wire.

Cleaning up and reorganizing wires isn’t just for aesthetics, it is the bedrock of any properly functioning Crestron system. During this cleanup process we learn the ins and outs of the system and identify possible failure points in the equipment itself. Once this is complete we begin to test each hardware component and earmark any for possible replacement or redistribution within a rack.

Wrapping It Up

The user interface of the system, while the first thing you talk about, it’s the last thing you touch. It is the granular work of reorganizing wires and system components which ultimately brings the solution your customer is looking for, even though they may not understand the importance this level of install brings beyond beyond mere aesthetics.

This is why the most critical part of rebuilding and taking over a Crestron system is not about wires or components or code or any of the above, it’s about communication and setting customer expectations. We take the time in the beginning of the process to explain to the customer why we need to rebuild from the ground up, and that only taking care of the surface issue will ultimately create a liability and potential for additional service needs.

In Summary

Sometimes it is difficult to convey all the work that went into fixing a system because at the end, all the customer sees is that their problem has been solved. This is why the final step of our process requires more than just technical expertise, it requires great customer communication. We take the time to demo the system, listen to customer issues and revue how we fixed their problem in a language our customer can understand.

Choosing the correct wires and labeling them properly ensures automation systems function correctly.

A few weeks ago we outlined how proper wire management and guidance are fundamental to effective and well oiled Crestron systems. The complexity of Crestron automation means that these and other wiring issues are incredibly common in the work of less experienced engineers. Today we will be looking at two additional steps GMI takes to ensure our systems work at the highest levels; wire labeling and proper wire choice.

Wire Labeling

Crestron systems can be quite large and contain a complex web of interconnecting wires. We find most systems, prior to our intervention, have no labeling stating where a wire comes from, nor where it goes. To us, this is elementary; labeling is critical for troubleshooting when wires need to be temporarily disconnected and then re-seated.

All interconnecting wires installed by GMI are labeled at each end, indicating from which component the wire originates, to which component the wire goes to, and the type of signal it carries. This level of labeling lets everyone involved know where the wire should land if it were disconnected.

Wire Choice

Not all wire is created equally, in fact, control equipment is designed to use specific types of wiring when interconnecting different components. We find far too often that others make one of two commons mistakes. The first is using wire of the proper type, but of a sub par quality, which will cause the system to underperform or malfunction. Second, some engineers will use the incorrect wire all together as an interconnecting means. This is a huge issue since pushing a wire to do something it is not intended to do in the first place will spell certain death, and is a common point of control system failure.

Pushing wire to do something it is not intended to do is a common point of control system failure

GMI uses our expertise to make sure all our wiring is lined up with its intended use. This of course includes proper wire selection for the components and equipment we are using in the system. We also draw from our decades of collective experience to ensure we are only using wire that is gauged properly for the job at hand.

Complicated systems with interconnected parts will fail for many reasons if not engineered properly. In this industry, constant system failures and issues will cause you to lose a client in no time. Myself and the rest of the Done Right Not Easy Crew take great pride in building beautiful, reliable systems that are designed properly and work for our customers every time.

Imagine yourself turning on a light switch, when you move the switch the on position you have a reasonable expectation that a light will go on, and when it doesn’t, you know something has gone wrong. This is why quality code is instrumental to a home or office automation system, it turns a complicated system with multiple levels and components into something as second nature as turning on the lights. 

To myself and the other engineers at GMI take pride in our code, our years of experience programming Crestron systems have given us a war chest of coding options that allow us to be flexible and create something truly unique for our customers. I like to look at coding like writing a story, every programming feature has a beginning, a plot and an end.

As Albert Einstein said “Everything should be made as simple as possible, but not simpler.” Simple though does not mean easy, this is where the name #DoneRightNotEasyCrew comes from, we aren’t just programming commands, but full fledged conversations between gear who oftentimes are speaking different programming languages. The more streamlined the code, the better the systems will work at this high of a level.

Quality code turns a complicated system with multiple levels and components into something as second nature as turning on the lights.

Of course, not all code is the same. You may have heard the recent news about Sonos altering their programming language and stymieing integrators as they reacted to the change. Our experience gives us the opportunity to write something in many different ways and cater systems specifically to our customers needs. Why worry about working in an out of the box environment when we can design a custom system pulling each component that the customer likes for truly one of a kind designs.

When you work on high level systems and high expectation clients, you’re expected to have a mastery of everything that you do. Our simple and refined code has given us access to higher levels of Crestron support than a typical out of the box integration company. If needed Crestron will send engineers, create custom firmware, or even spot check a new line of code we create. If we only worked with a configurator or some out of the package code we would lose the ability to control the time frame and deliver service to our customers.

In our industry, expectations are high. If you can’t go back in and troubleshoot a granular level, you can’t win, simple as that. 

Let’s face it, being the Chief Compliance Officer (CCO) for a major financial firm is no easy job. The regulatory landscape is constantly shifting and can affect everything from executive pay to protection against fraud. The SEC has routinely made it clear that compliance should be every firm’s top priority, and has levied significant fines as well as charges against individuals for violations of these regulations. 

Because of these challenges, it is becoming more common for advisers to use automated systems to obtain real-time data for compliance purposes. This is where GMI comes in. We have considerable experience navigating these issues using the most state of the art automation technology on the market today. Here are four of the main reasons the compliance officers at our client’s firms love GMI Automation

Access Control

Regulation at a financial firm’s office even extends to what individuals have access to the premises and at what time. To monitor this many will install access control systems, however all access control systems are not created equal nor are they equally secure. GMI specializes in biometric access control, which grants entry through some kind of biological indicator, usually a fingerprint or series of fingerprints. This gives CCO’s a high level of confidence that the individual accessing the site is who they purport to be.

Video Surveillance

Automation and security go hand in hand, which is especially important to compliance officers looking to stay in line with regulations regarding surveillance of their office space. GMI employs a combination of covert and overt cameras to give several layers of video surveillance. Many firms choose to combine 360 degree cameras for wide shots and fixed position cameras on entryways for more detail. This allows compliance officers to monitor their personal with an incredibly high level of certainty.

Real Time Notifications

True automation means real time notifications set to alert compliance officers anytime something out of the ordinary happens at their firm. GMI Integrates your video surveillance and access control systems together and allows you to be alerted via text message or email anytime there is an event that happens that is an exception. This turns what would normally be a reactive audit trail into a proactive way to head off problems.

Reliability

It is highly recommended that when automating their systems to remain complaint, that financial firms mitigate risk by testing these systems regularly and documenting those tests. As a standard practice for all of our automation customers, GMI installs proactive monitoring systems which keep track of the system and notifies us of any device failure or latency. They can even be programmed to notify of negative trends, allowing us to address system failure before it happens.

It’s these reasons and more that financial firms throughout the country have contacted us about automating portions of their compliance process. Not all levels of SEC compliance can be solved by automation alone, but with this technology in their corner, CCO’s help give their firms a competitive advantage which results in less time spent worrying about compliance and more time making money for their investors.

When you work with Crestron system at the highest level, you come to understand the pitfalls and issues that many less experienced installers fail to account for. All too often me and the rest of the Done Right Not Easy crew will be assigned to a cleanup of an existing system and find all sorts of avoidable issues affecting the functionality of the system as a whole. We’ve already discussed the importance of wiring in Crestron systems, and today we will be discussing two common problems with less experienced techs. Systems overheating and systems being under powered, both of which significantly affect performance.

Overheating

Electronic components by nature produce heat and do not operate properly when subjected to the heat they create.  A common failure of others is to not provide proper displacement of the heat created by these components.  We find all too often that pieces of electronic equipment are placed in cabinetry, closets, and other enclosures without proper ventilation or cooling, and in some cases no ventilation or cooling at all!  

Equipment that overheats is equipment that fails.  

Overheated equipment can run slow, intermittently, or not at all causing a malfunction of the overall control system. GMI makes sure that our equipment is installed in well ventilated areas. Our knowledge of the equipment we use allows us to anticipate the heat generation of a system and install additional cooling components when necessary.

Overloading

All parts of a control system need to communicate at correct intervals to keep the system alive and healthy.  What many inexperienced techs don’t know is that there are specifications pertaining to the maximum number of a certain type of device that can be on a communications loop prior to malfunction occurring.  We find far too often that others do not obey these rules, overload a communications chain with too many devices inevitably results in a system malfunction.  The irony here is that most control systems offer hubs, repeaters and similar components that can increase the number of devices able to communicate on a single loop.  Most other companies fall short in understanding what additional equipment may be needed to provide the system the heartbeat needed to stay alive and healthy.

We at GMI have a high level of understanding about how every part of the system communicates with every other part We knows when additional equipment is needed, and design, consult and bid our jobs appropriately as a result.

It’s not only our knowledge of the industry and equipment that separates us from the rest, but the fact that we go the extra mile to make sure every system is built right the first time. Overheated or overloaded systems are amatuer mistakes that have no place in the world of professionally integrated automation systems, period.

This is the last of three installments highlighting this stunning, custom home theater in Bedminster, NJ. You can find parts one and two of the feature here and here.

In parts one and two of this feature we discussed the inception and technology that went into this New Jersey luxury home theater. When you work at as high of a level that we do here at GMI, the work does not come without significant challenges, after all our motto is Done Right Not Easy, which means challenges are expected, and how we utilize our experience, acumen and connections to overcome those roadblocks are just one of the many things that separate us from the rest.

Challenges + Solutions

This project was no different, and one of the first challenges we met on the job was the house itself. Every professional installer will tell you that no matter how beautiful and perfect a job looks on the initial plans, you never know what you’re going to get until you start physically building out the space. We found this out quickly when knocking out some of the basement walls to build our theater to it’s proper specifications. This being in a previously finished basement we weren’t expecting to find a support beam inside one of those walls. For many other professional integrators, this could have been the death of a project, but the relationships we cultivate through our quality of work allow us to navigate these issues. In this case we were able to leverage our relationship with the builder on the project to procure appropriate materials and working alongside the builder to complete the space as designed.

Our motto is Done Right Not Easy, which means challenges are expected, and how we utilize our experience, acumen and connections to overcome those roadblocks are just one of the many things that separate us from the rest.

Another challenge we were met with in this home was integrating the existing tech throughout the home with our new programming, there are 10 TVs throughout the home and everything needed to present at the highest level of 4K. HDCP content protection is the bane of all AV4K installations and to make the existing technology play nice with all the different components, we naturally utilized our partnership with Crestron. They involve themselves to a degree in all of our projects, and to make this project work Crestron wrote custom firmware for their products in order to make the homeowner dreams a reality.

Of course, no one cares about your problems when a deadline looms. We take pride in being knowledge, nimble and experienced enough to get the job done even on a time crunch even while navigating these unique challenges.

The Finished Product

It’s not enough to deliver the high end audio video experience our clients expect when working with GMI, we also make sure that the finished project feels as unique and extraordinary as the customer themselves. To do this we included two rows of custom leather motorized chairs, one row being traditional theater seats, the other designed to have the look and feel of a living room sofa to feel truly like home.

When all’s said and done, installations are complete, programming is set and the system is working properly, it is time to turn the keys over to the customer so they can bring their new theater to life. We want nothing more than to work closely with our clients to give them what they they wanted in their heart, without knowing it was in their head.

This particular customer, after years of hard work and at the end of their career, wanted something beautiful. In building his final house, he wanted something he could hang his hat on and really call his own. GMI is proud to deliver this experience to our customers everytime, no matter the technology or challenges involved.

Once the planning and consultation stages of a job are complete, it’s time for the real fun to begin. As someone who has been in the world of professional integration for 15 years, this is where my talents and the talents of the rest of the Done Right Not Easy Crew truly begin to shine. It’s one thing to give a client the top of the line technology, but it’s another thing entirely to make sure every component is installed, integrated and functioning properly for the years to come.

While our racks were being constructed and Crestron programming began to be built out, it was time to prep the theater room for the ultimate in luxury audio video experience. In order to do this we had custom designed acoustic panels placed strategically along the walls and ceiling of the theater, testing as we went to ensure the perfect soundscape. Once the acoustic panelling was complete and in place, we put in a Pro Audio Technology in-wall speaker and amplification system equipped with Dolby Atmos capabilities for a fully immersive 3D Sound experience. Finally, we covered the acoustic treatments and speakers with acoustically transparent fabric walls for an extra clean look coupled with the ability to access and repair a system competent with as little intrusion as possible.

It’s one thing to give a client the top of the line technology, but it’s another thing entirely to make sure every component is installed, integrated and functioning properly for the years to come.

For video we employed a Sony VPL-1100ES 4K Projector housed and hidden in a custom built ceiling mounted enclosure for a clean non-intrusive look. This projected onto a Stuart micro-curved screen with patented Cinemating Masking technology which is designed to automatically adjust the aspect ratio of whatever media you are watching to fit the screen without any loss of quality. The screen itself is perforated and sits in front of a set of inlaid Pro Audio Technology speakers, which utilize the Dolby Atmos technology to project sound directly from the people speaking on the screen.

Using our high level Crestron system integration, the homeowner can control and component of their system through any panel in the home. For the theater room itself however, we incorporated two forms of dedicated control. First we included a handheld Crestron 302 remote with color touch screen, fully integrated with camera system, intercom and access control, lighting, and of course control of the theater itself. We also installed a portable TSD 1542 Panel which along with seamlessly interacting with the entire home, also allows for streaming from any other video source in the system and gives the option instantaneously take over the main theater screen.

One of the most impressive parts about this theater is one that sits even further behind the scenes. In the control room we installed a high end Taurus Power converter, whose function is to clean all of the energy coming into the home and to all of the system components. This allows our system to manage voltage specifically for high level audio and control audio spikes in an intelligent manner, culminating in a luxury home theater experience like no other.

The knowledge of audio, video and Crestron systems we bring to every install is second to none in the industry, but every job has it’s challenges especially when delivering at such a high level. In the third and final part of this case study we will discuss how we overcame those challenges to exceed our client’s expectations in every way.