FAQ

Frequently Asked Questions

General FAQs

Technical Support FAQs

Sales FAQs

What does Jupiter do?

Do I need an RMA number to get system repairs?

Who is my Jupiter Sales Representative?

Where is Jupiter located?

How do I get an RMA number?

How do I find an Authorized Jupiter Reseller?

 

How do I return a system under RMA?

How I I become a Jupiter reseller?

 

How do I contact Jupiter Support?

What is JOQS?

 

How do I know if my system is under warranty?

How do I access JOQS?

 

What does my system warranty do for me?

What is the Jupiter sales process?

 

How do I find my serial number and configuration?

How long does it take to build my processor?

 

How do I get trained on Jupiter products?

Where can I find Jupiter's ISO Certification?

 

Do you have a training syllabus?

 

 

 

Product FAQs

How do I configure a Jupiter processor for the first time?

What is PixelNet?

What is shown on my display wall on boot up?

How do I calculate the power usage and thermal load?

How do I configure PixelNet?

When would I use a layout?

Where do I find line/CAD drawings of Jupiter processors?

Can I use my own networking equipment for PixelNet?

What is CPShare?

Where do I find the UL/CB and FCC reports for my processor?

Can I share inputs on PixelNet with multiple processors?

What is a layout?

Where can I find Jupiter's RoHS statement of compliance?

Can I display an input from PixelNet in multiple locations?

What are key the features of ControlPoint?

What is the difference between Fusion Models?

What is ControlPoint?

What is an application object?

How do I include a Jupiter product in a system drawing?

What does ControlPoint do?

Jupiter Hardware Specs - Input/Output Limits, Description

Where can I find images of Jupiter products?

What kinds of windows can I open with ControlPoint?

 

Can I install and run applications on my Jupiter processor?

Can I schedule changes in my display wall?

 

 

Jupiter General FAQs

WHAT DOES JUPITER SYSTEMS DO?

Jupiter Systems designs, manufactures and sells display wall processors for the command and control visualization market which encompasses several vertical markets, including: Network Operations Centers, Intelligent Traffic Control Centers, 911 and Dispatch Centers, Public Utility Control Rooms (Water, Power, Gas), Military Command and Control, Security and Surveillance Centers, Board Room and Conference Rooms.

WHERE IS JUPITER LOCATED?

Jupiter is located in Hayward, California, part of the San Francisco Bay Area. The mailing address and directions can be found in Contact Us.

 

Jupiter Technical Support FAQ's

DO I NEED AN RMA NUMBER TO GET SYSTEM OR COMPONENT REPAIRS?

Yes. The RMA process starts by letting our receiving department expect your shipment; know what it is when it gets here, and route it to the appropriate tech for repair.

HOW DO I GET AN RMA NUMBER?

Fill out the RMA Request Form on our web site. This form gives us the important information we need to process your request. You will need to know the model, serial number, and date of manufacture from the UL label for each system needing repair.

HOW DO I RETURN SYSTEMS UNDER RMA?

First, it is best to call Jupiter Support to make sure that you have hardware that has failed and needs replacement. In the event that you have swapped out a component and repaired the system, go to the Jupiter Systems web site and fill out the RMA Form. You will need the serial number and manufacturing date from the UL label on the rear panel of the system. Read and follow the instructions on the RMA Instructions page.

HOW DO I CONTACT JUPITER SUPPORT?

You can contact support through e-mail, phone, or fax, details can be found on the Support home page.

HOW DO I KNOW IF MY SYSTEM IS UNDER WARRANTY?

Call your dealer or sales representative, or contact Jupiter support. You can get a good idea by looking at the manufacturing date on the UL label on the rear of the system. All systems have at least two years of hardware warranty and one year of software support.

WHAT DOES MY SOFTWARE SUPPORT DO FOR ME?

The software support allows you all software upgrades and phone/email technical support.

HOW DO I RECEIVE TRAINING ON JUPITER PRODUCTS?

First, read the Training Information page on the Jupiter web site and then fill out the Training Request Form. Training is scheduled on a first-come first-served basis.  The Jupiter Training Center can accommodate up to eight people comfortably. 

DO YOU HAVE TRAINING SYLLABUS?

There is a general outline of the training on the Training Information page on the Jupiter web site. 

 

Jupiter Sales FAQs

WHO IS MY SALES REPRESENTATIVE?

Jupiter Systems markets it's state-of-the-art display wall processors through a world-wide network of authorized resellers and integrators. We support our integrator network directly through regional sales managers. If you are an end-user in search of a reseller, or a reseller who would like to sell Jupiter product, you can contact the regional sales manager that covers your geographic region, a list of our RSM's can be found in the Sales Areas page.

HOW DO I FIND A RESELLER FOR JUPITER PRODUCTS?

Our regional sales managers can direct you to an appropriate reseller. A list of our RSM's can be found in the Sales Areas page.

HOW DO I BECOME A JUPITER RESELLER/ INTEGRATOR?

Becoming a Jupiter integrator requires three steps:

  • Contact your regional sales manager, by phone or email.
  • Provide your company and financial details in a application form provided by your RSM.
  • Upon application approval, get trained by Jupiter.

Please note that not all applicants will qualify as a Jupiter reseller. Written confirmation of approval is required to represent our products.

WHAT IS JOQS?

JOQS (Jupiter Online Quote System) is an online tool that allows Jupiter Authorized Reseller's and Regional Sales Managers to generate valid quotes for Jupiter Display Wall Processors, 24hrs a day, 7 days a week. JOQS quotes are required as part of the ordering process, JOQS establishes correct configurations and pricing for all Jupiter products and ensures that quotes are technically correct. JOQS allows resellers and sales management to track and maintain quotes and prospects with an intuitive interface and online accessibility.

HOW DO I ACCESS JOQS?

JOQS is provided to only authorized resellers and to access the system you must be provided a login by JOQS administration.

The JOQS login page can be accessed here.

WHAT IS THE JUPITER SALES PROCESS?

Jupiter is easy to do business with. As a Jupiter authorized reseller, the process is simple as:

  • Determine your customers display wall processing needs, using your regional sales manager as a resource to help with demos, documentation, and needs assessment.
  • if you have access to JOQS, generate a quote for the system. If you do not have access to JOQS, your regional sales manager will generate a JOQS quote for you.
  • When you are ready to order the system, fax or email Jupiter a purchase order which includes the quote number of the system you which to purchase. This will generate a sales order and start the manufacturing process of that system.
  • Within 1 business day, assuming the PO is correctly generated, Jupiter will confim to you the estimated ship date for the order.

HOW LONG DOES IT TAKE TO BUILD MY PROCESSOR?

During the sales process a confirmation of the delivery time will be provided to the reseller in writing. Manufacturing time varies upon model purchased, configuration, and current manufacturing activity. All orders are processed on a first-come-first-served basis, but attention is paid to the needs of high-priority orders. Orders deliverd with ample delivery lead time offer Jupiter the most flexibility, and generally means that we can deliver exactly on the date requested, orders completed at the last minute cannot be guaranteed to be delivered in a short timeframe.

Generally, processors can be built and delivered within a 2 week window after order, but Jupiter guarantees delivery within 45 days upon receipt of order. The absolute minimum timeframe to build and deliver a system is 2 days, as there is a strict manufacturing process that includes a live burn-in period as part of the process. Circumventing this process is not possible.

WHERE CAN I FIND JUPITER'S ISO CERTIFICATION?

A copy of Jupiter's ISO Certificate can be downloaded here. Jupiter is ISO 9001:2008 certified.

Jupiter Product FAQs

HOW DO I CONFIGURE A JUPITER PROCESSOR FOR THE FIRST TIME?

First time configuration of all Jupiter wall controllers is very simple and requires only a few steps. Here is an example of a Getting Started Guide for the Fusion 964.

HOW DO I CALCULATE THE POWER USAGE AND THERMAL LOAD OF MY JUPITER PROCESSOR?

You will find the maximum system amperage range and voltage range printed on the serial number label of your system. You can calculate watts of power consumed by the formula, Watts = Voltage x Amps. If you have a multi-chassis system, you will need to add the maximum wattages together to get an aggregate system power consumption value. Understand that this value is the maximum load the system can create, the actual load will be somewhat less, depending of system configuration and usage.

To calculate thermal load in BTU/hr, use the formula: BTU/hr = Watts x 3.414

Here data for each Jupiter product:

Model Power Usage Thermal Load
F980 CPU Chassis 400 Watts 1366 BTU/hr
F980 Fabric Chassis 600 Watts 2048 BTU/hr
F964 (CPU or expansion) 600 Watts 2048 BTU/hr
F960 (CPU or expansion) 400 Watts 1366 BTU/hr
F940 300 Watts 1024 BTU/hr
VizionPlus 400 Watts 1366 BTU/hr
Streaming Video Server 300 Watts 1024 BTU/hr

 

WHERE DO I FIND LINE/ CAD DRAWINGS FOR MY JUPITER PROCESSOR?

We are working on creating a Jupiter Systems Visio master template as well as to provide DXF line drawings of our chassis. Please check back or contact support for these items.

WHERE DO I FIND THE UL/FCC REPORTS FOR MY JUPITER PROCESSOR?

The UL/CB and FCC reports can be downloaded here (PDF scans):

Model Document
  CB Report UL Coverpage EMC Report
Fusion 980 CPU

Download PDF

Download PDF

Download PDF

Fusion 980 Fabric Download PDF Download PDF Download PDF
Fusion 964 Download PDF Download PDF Download PDF
Fusion 960 Download PDF Download PDF Download PDF
Fusion 940 Download PDF Download PDF Download PDF
SVS Download PDF Download PDF Download PDF
VizionPlus Download PDF Download PDF Download PDF
PixelNet      

 

WHERE CAN I FIND JUPITER'S RoHS STATEMENT OF COMPLIANCE?

You can download our statement of compliance here.

WHAT IS THE DIFFERENCE BETWEEN FUSION MODELS?

Product Comparision Matrix

HOW DO I INCLUDE A JUPITER PRODUCT IN A SYSTEM DRAWING?

We are working on creating a Jupiter Systems Visio templates as well as to provide DXF line drawings of our chassis.

WHERE CAN I FIND IMAGES OF MY JUPITER PROCESSOR FOR A PROPOSAL?

These images can be used for prosals or other customer directed documentation. Note that most are images on background, but it is permissable to extract just the processor image if required.

Fusion 940

Fusion 960

Fusion 964

Fusion 980

Streaming Video Server

VizionPlus

PixelNet Node

CAN I INSTALL AND RUN APPLICATIONS ON MY JUPITER PROCESSOR?

Yes.

Jupiter officially supports and encourages running third party software on our Fusion line of display wall processors. It is one of our chief competitive advantages and is the ONLY way (other than using an X window system client) to take advantage of a display walls full resolution. Applications should be Windows XP Professional-compatible application that do not require specialized hardware (AIB’s) or need functionality that the Galileo VirtualScreen driver does not provide. VirtualScreen supplies standard GDI functionality only and does not provide hardware assist with DirectX/DirectShow/Direct3D, or applications that assume direct access to graphics frame buffers.

WHAT IS PIXELNET?

PixelNet is a revolutionary new way to capture, transmit, and display visual sources found in a command and control environment. For more information, please refer to the PixelNet product pages and whitepaper.

HOW DO I CONFIGURE PIXELNET?

CAN I USE MY OWN NETWORKING EQUIPMENT FOR PIXELNET?

No, PixelNet requires a specially programmed network switch that is confiugured at our factory.

CAN I SHARE INPUTS ON PIXELNET WITH MULTIPLE PROCESSORS?

CAN I DISPLAY AN INPUT ON PIXELNET MULTIPLE TIMES?

Complete and Effortless Control of Your Jupiter Display Wall

  • ControlPoint suite of software applications, components, device drivers, control API’s, and protocols
  • Intelligent user interface design
  • Superb ease-of-use combined with depth of control, customization, and extensibility support
  • Obsolescence-proof, comprehensive solution for control room display wall needs.

Client/Server Technology

ControlPoint is based on client server architecture: the server (ControlPoint Server) is installed on a Jupiter Fusion or Vizion Display Wall Controller and interfaces directly with the hardware and operating system, providing high performance access to Jupiter Display Wall Controller functionality. Integral hardware and software design result in stellar performance and consistent usability — regardless of system load.

ControlPoint Server implements ControlPoint Protocol — an open, efficient, text-based, network and RS-232 communication protocol. ControlPoint Protocol is used primarily between the bundled ControlPoint Client and ControlPoint Server, but can also be used by touch panel devices, control systems, and custom applications. ControlPoint Protocol communications can be achieved through a TCP/IP socket connection or using serial input with the included GalileoConnect serial gateway.

ControlPoint Server maintains complete display wall context; including defined sources and source objects, layouts, keyboard shortcuts, and user login information resulting in a consistent presentation of information to all connected clients.

  • ControlPoint Client
  • RemoteCursor
  • Intuitive and informative Interface
  • ControlPoint Share (CPShare)
  • Application support
  • Named Inputs
  • Scheduling of applications and layouts
  • System Monitoring

WHAT DOES CONTROLPOINT DO?

Displays a simulated copy of your Display Wall on the workstation

Move and size window icons within the ControlPoint Client window, to control windows on the wall.

A full control over channels, image balance, start, stop, and freeze, titling of window frame (if used), as well as their size and position.

ControlPoint adds, deletes, and hides your windows. Build and save multiple Layouts (presets) and call them with a single HotKey selection, or your Touch Panel. Includes both login security, as well as user level security.

WHAT KINDS OF WINDOWS CAN I OPEN WITH CONTROLPOINT?

There are currently 8 types of windows you can open using ControlPoint.

  • LiveVideo (Composite or S-Video)
  • RGB Capture (from the VGA output of another computer)
  • CPShare (there is a VNC client installed as part of the CP Server)
  • VideoStream (streaming video from your network)
  • Web Window
  • PictureViewer (JPEG, BMP, etc.)
  • Applications (from a ControlPoint Object)
  • Applications (run ad-hoc on the Fusion System)

CAN I SCHEDULE CHANGES IN MY DISPLAY WALL?

Yes, the CP Client has a schedule feature that provides for setting layouts and running applications.

A layout is a collection of windows on the desktop. This collection may be an empty set and used to clear the wall. All existing windows will close before the new layout opens. Applications must be open as a ControlPoint Object to be controlled by a layout. All of the properties that define a window are saved in the layout file. A HotKey can be associated with a layout and saved.

WHEN I SHUT DOWN MY DISPLAY WALL, WHAT WILL BE SHOWN WHEN I START IT UP AGAIN?

There is a default layout file that saves the current state of the wall when the system shuts down. This default layout will load at start up so your wall will come up just as it was when you shut it down. The ControlPoint layout is often referred to as a 'preset' in the industry.

WHEN WOULD I USE A LAYOUT?

Use a layout when:

  • ...you don't want to manually open, close and setup windows on the wall
  • ...you want to show the same collecftion of windows more than one time
  • ...you want to change between several different window configurations on the wall
  • ...when you need to save special Properties created for a given window or set of windows
  • ...you need to create 'preset' window configurations
  • ...when you want changes to window configurations made on a schedule
  • ...if you want to make changes quickly with a 'HotKey'
  • ...when you want to make simple preset configurations from a touch panel

WHAT IS CPSHARE?

CPShare:

  • ...is the ControlPoint integrated VNC (Virtual Network Computing) client.
  • ...allows the display of a remote system over an Ethernet connection.
  • ...allows the control of a remote system over an Ethernet connection.
  • ...allows control of a remote system that is being displayed.
  • ...requires the installation of a VNC SERVER on the system to be displayed and/or controlled.

  • ...is used to administer Streaming Video Servers (SVS) connected to the Fusion system.

WHAT IS A LAYOUT?

There are three elements to a CPShare connection.

  • The Fusion Wall controller with VNC Client
  • The remote workstation controlling the display wall (ControlPoint Client)
  • Source computer being displayed (VNC Server)

WHAT ARE THE KEY FEATURES OF CONTROLPINT?

WHAT IS AN APPLICATION OBJECT?

Applications Objects:

  • ...require prior setup and running of the application
  • ...allow you to open and close applications with layouts
  • ...allow you to drag and drop objects on the desktop to open applications from the Object Browser
  • ...can be invoked manually from the Object Browser
  • ...allow you to keep applications alive between layout changes
  • ...CP 'owns' applications registered as objects
    a. will close with Close All Windows and with layout changes
    b. must be run as an object, not 'ad-hoc' to be owned
  • ...applications run by Scheduler must be registered as objects
  • ...can be uses as a short cut to run a program (easier than through the menu)