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Exception: Legend Audio Communications error, Hardware Underrun with Nitris DX or Mojo DX

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Exception: Legend Audio Communications error, Hardware Underrun with Nitris DX or Mojo DX
It's a response from the editor that the system can't keep up.

Last Updated : October 26, 2017
Products Affected : Nitris_DX, Mojo_DX

Do you see this error message during playback of timeline, and you have Mojo DX or Nitris DX?

Exception: Legend Audio Communications error, Hardware Underrun

Exception Legend Audio Communications error, Hardware Underrun

The reason for the underrun message is that the system is not getting the Media fast enough from the storage location through the computer, to the hardware showing the picture. It’s not really related to an audio problem. The audio is however the first to report that the system is starved of resources and the video I/O hardware can't get the media fast enough through the system.
  • Make sure the system has 24 GB RAM (or more) when working in an interplay environment, or when working with large projects.
 
  • Double check so that the correct supported cards are in the correct slot, and that the BIOS settings are correct.
 
  • Make sure the Power settings are correct.
 
  • If the editing client is in a domain, make sure that all regular users have “Increased Scheduling Priority” Group Policy.
Check Readme for the Media Composer version you are running: http://avid.force.com/pkb/articles/en_US/readme/Media-Composer-Software-8-0-Documentation
 
  • Make sure that Anti-Virus is correctly configured and supported, and that other resource heavy programs aren't running at the same time.
This has been seen with non-qualified, or incorrectly configured antivirus software. (Examples: Symantec Endpoint, McAfee, AVG)  For non qualified antivirus software you can try to optimize unqualified Anti-Virus software putting Avid type files (.mxf .pmr .mdb .aaf .mov .mp4 .avp .avb .avs .xml .omf .png .jpg .ave .awf …and so on) on the "ignore list", exclude folders The Media Composer is using for Projects, Media, cache folder, but there is still no guarantee that non supported Antiviruses will work. If they block access to files, the editor will get stuck waiting for access, and if that time is too long you will see slowness, or errors.

To verify if it's not the antivirus causing this, you can temporarily disable the antivirus to see if it makes a difference. And you might need to disable this on multiple systems if they work on the same storage/workspace.

More information about qualified antivirus software and settings: http://avid.force.com/pkb/articles/en_US/troubleshooting/en239659
 
  • Make sure the ISIS/Nexis is healthy and performing as it shouldTo do that you can use tools like ISIS/NEXIS Path Diag to verify Avid Shared storage performance.

    and that they don’t have any problems with drives, or the drives on the shared storage.

    Also make sure it's correctly configured with double checking the ISIS/Nexis Client has correct network port settings, correct firewall/network type settings, and client type settings.
 
  • Enable desktop composition in Windows 7 (Incorrect setting here can cause instability, and performance issues.)
 
 
  • Make sure the client have No Power savings in Windows for CPU, USB, GPU and Drives must not spin down for system drives, and external drives.
More info can be found in the readme guides for Media Composer here:  you have external drives double check the documentation, and software of the 3rd party drive manufacturer.http://avid.force.com/pkb/articles/en_US/readme/Media-Composer-Software-8-0-Documentation ,

Note! It's very common that external drives might require to be

 optimized with 3rd party software supplied, so it does not spin down. If
 
 
  • Check so that Jumbo Frames are disabled on computers and switches.
More information in the Network Requirements PDF here: http://avid.force.com/pkb/articles/en_US/compatibility/en244197
 
 

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