Dante Network Troubleshooting

Welcome to the Basic Dante Network Troubleshooting guide!

This guide provides a straightforward, step-by-step approach to diagnosing and solving common issues within a Dante audio network. We will move from the most basic physical problems to more complex logical and network configuration issues.

The Four Pillars of a Dante System

Before diving into troubleshooting, it is important to understand the four fundamental stages a Dante system relies on to function correctly. A problem in any one of these areas will cause issues down the line.
    Connectivity: Is everything physically connected? This is the foundation. Are the cables plugged in? Do the devices have power?
    Discovery: Can the devices see each other on the network? This is where Dante Controller comes in. If devices are not discoverable, you cannot route audio.
    Clocking: Are the devices in sync? Dante automatically elects a Primary Leader Clock to keep all devices synchronized. Clocking errors lead to audible pops, clicks, or dropouts.
    Subscriptions: Can we successfully send and receive audio between devices? This is the final step where you create the audio routes.

A Systematic Approach to Troubleshooting

Avoid randomly changing settings. A structured approach will save you time and prevent you from creating new problems.
    Define the Problem: Be specific. It is not "the audio is broken". It is "there is no audio from the stage microphone to the main console" or "the speakers in the lobby are dropping out".
    Establish a Theory: Based on the problem, form a hypothesis about the probable cause. For example, if a single device is offline, you might theorize that it has a bad cable or has lost power.
    Test Your Theory: Take a single, specific action to test your hypothesis. For example, swap the potentially bad cable with a known good one.
    Analyze the Result: Did your action fix the problem?
  • Yes? You have found the solution.
  • No? The theory was incorrect. Undo the change you just made, form a new theory, and start the process again.


Step 1: Troubleshooting Physical Issues

Always start with the simplest, most obvious things first. It is surprising how often the issue is a simple physical one.

Check Power and Basic Connectivity

  • Are the lights on? Look at the network switches and the Dante devices themselves. Are the power indicators lit? Are the network port lights blinking, indicating activity? No lights usually means no power or no connection.
  • Power over Ethernet (PoE): If your devices are powered by PoE, ensure the network switch provides enough power for all connected devices. Check the switch’s power budget and the device’s power requirements.
  • Device Reboot: Sometimes a simple power cycle of the affected device can resolve the issue.

Inspect Cables and Connections

  • Secure Connection: Is the cable fully seated in the port? Is the locking latch on the RJ45 connector intact? A broken latch can lead to an intermittent connection.
  • Cable Integrity: Is the cable damaged, kinked, or old? Try swapping the network cable with a brand new one or one you know is working correctly.
  • Cleanliness: Check for dirty or oxidized contacts on the cable ends and in the network ports.

Verify Your Computer's Connection

  • Correct Network Interface: In Dante Controller, go to the network interface configuration. Ensure you have selected the correct network port on your computer that is connected to the Dante network. If you have Wi-Fi, Bluetooth, and a wired Ethernet port, it is easy to accidentally select the wrong one.
Dante should always use a wired connection! Connections over WiFi are not possible on Biltmore Church Dante networks.


Step 2: Troubleshooting Logical & Network Issues

If all the physical connections seem solid, the problem likely lies in the network configuration. This is where things can get more complex.

IP Addresses and Subnets

For Dante devices to discover each other, they must be on the same subnet.
  • Check IP Addresses in Dante Controller: Open the "Device Info" tab for your devices. Look at their Primary IP addresses. The first three sets of numbers (octets) should be the same for all devices. For example, 192.168.1.10 and 192.168.1.15 are on the same subnet. 192.168.1.20 and 192.168.100.20 are not.
  • Address Mismatches: Dante Controller will flag a device that is on a different subnet from the computer running the software. This is a clear indicator that you have a network configuration issue.
  • Static vs. DHCP: Are your devices set to obtain an IP address automatically (DHCP) or are they using a static (manually assigned) IP address? If you have a mix, make sure any static IPs fall within the correct subnet range. IP address conflicts, where two devices have the same IP, can also cause major problems.

Common Network Configuration Problems

  • VLANs (Virtual LANs): Biltmore Church uses a managed network, our switches are usually segmented into separate VLANs. You should ensure all your Dante devices are on the same VLAN.
  • Security Settings: Overly aggressive firewalls, VPN software, or Access Control Lists (ACLs) on a network switch can block the multicast traffic Dante uses for discovery and clocking. Temporarily disable the firewall on your computer to see if devices appear.
  • You can learn about how to Disable the Firewall on macOS at the link below.
  • IGMP Snooping: This is a feature on managed switches that helps manage multicast traffic. If it is misconfigured, it can prevent Dante devices from seeing each other. For simpler networks, turning IGMP snooping off is often the easiest solution.
You should always ask for support from the Central Production Staff before attempting to adjust any settings on a managed network switch.

What to Do When Dante Controller Sees Nothing

If you open Dante Controller and it is completely blank, you have a fundamental discovery problem. You need to isolate the issue. Is it your computer, the network hardware, or the Dante device?
    Create a Minimal Test Network: Get a simple, unmanaged network switch that you know works. A small, inexpensive desktop switch is perfect for this.
    Connect Your Computer: Plug your computer (running Dante Controller) directly into this test switch.
    Connect a Single Dante Device: Plug one Dante device that you know should be working into the same test switch. Make sure it has power.
    Check Dante Controller:
  • If the device appears: The problem is not with your computer or the device. The issue lies within your main network (the switches, configuration, etc.).
  • If the device still does not appear: The problem is likely with your computer's network settings (firewall, wrong interface selected) or the Dante device itself.
This isolation method is the most effective way to determine where the root of a major connectivity problem lies.


Step 3: Troubleshooting Audio Issues (Clocking & Subscriptions)

So, your devices are all online in Dante Controller, but you have audio problems like clicks, pops, dropouts, or no sound at all. This is when you need to investigate clocking and subscriptions.

Check Clock Status

Go to the Clock Status tab in Dante Controller. This screen gives you a vital health report of your system's synchronization.
  • Primary Leader Clock: One device, and only one device, should be green and designated as the "Primary Leader Clock". This is the conductor of your audio orchestra. All other devices (Followers) sync to it.
  • Multiple Leader Clocks: If you see more than one Primary Leader Clock, it means your network is split. Some devices cannot see the others, so they have elected their own leader. This is a networking problem, not a device problem. Go back to Step 2 and investigate subnets, VLANs, or switch configurations.
  • 'Preferred Master' Setting: In the "Device Config" tab for each device, you can check a box for "Preferred Master". This gives a device priority in the clock election. It's good practice to set your main mixing console or DSP as the Preferred Master.

Check Subscriptions in the Routing Tab

A subscription is the audio route you create between a transmitting and a receiving device.
  • Green Checkmark: A green checkmark in the routing grid means the subscription was created successfully. This tells you the devices can communicate and have agreed to pass audio.
  • Red "X" or Other Symbol: If you see an error symbol, hover your mouse over it. A tooltip will appear explaining the problem. Common causes include:
  • Mismatched Sample Rates: You cannot send audio from a device running at 48kHz to one running at 96kHz. Go into the "Device Config" tab for the devices and make sure their sample rates match.
  • No Route: The network cannot establish a path for the audio stream to travel. This points back to a network configuration issue.
  • Mismatched Encodings: Less common, but ensure devices are using compatible audio encodings (e.g., PCM 24).

Still No Audio?

What if the subscription is successful (green checkmark), the clocking is stable, but you still hear nothing?
  • Check Mutes: This is the "is it plugged in?" of audio routing. Is the channel muted in Dante Controller, on the physical device, or in its control software?
  • Check Signal Presence: Look for metering. Does the transmitting device show that it is sending a signal? Does the receiving device show a signal is arriving? Dante Controller’s channel meters can help confirm this. If the signal is leaving but not arriving, it confirms a routing or network issue despite the green checkmark.


Conclusion

Troubleshooting a Dante network is all about being methodical. By following a logical process from physical connections to network configuration and finally to audio routing, you can solve almost any problem you encounter. Always start with the simplest explanation and only make one change at a time. If you run into an issue you cannot solve or need assistance with the core network infrastructure, please contact the  Central Production Staff  for more help.