 FAQ-HoldFrequently Asked Questions
Jupiter General FAQs
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.
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 Support FAQ's
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.
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 for each system needing repair.
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.
You can find support contact information in the front section of every User's Manual under the Important Documents sheet. You can contact support through e-mail, phone, or fax, details can be found on the Support home page.
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 one year of hardware warranty and software support.
The software warranty allows you access to the User sections of the web site. This warranty access will be tied to the software warranty expiration date. It also allows you all software upgrades. You can find more information on the warranty pages of our web site.
The hardware warranty allows you to get advanced replacement on needed parts and allows you to get these parts as quickly as next day delivery. You will find more information on the Jupiter web site on the warranty pages. For complete systems, the warranty page explains about turn around times and expediting repairs. With two exceptions, all serial numbers can be found printed on the UL label on the rear panel center of the system chassis. It is a 4 or 5 digit number just below the manufacturing date. The two exceptions being the two-U chassis Fusion 940 and the SVS. The UL label is on the bottom of the chassis front left. You can use the ControlPoint client to get the model, serial number, and configuration of the system.
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. If you require a special date please submit your request form as early as possible. The Jupiter Training Center can accommodate up to eight people comfortably. Training is setup as a two day session - hardware is covered on the first day, and software on the second.
Jupiter Sales FAQs
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. 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.
Becoming a Jupiter integrator requires three steps:
Please note that not all resellers can qualify as a Jupiter reseller. Written confirmation of approval is required to represent our products. 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.
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.
Jupiter is easy to do business with, as a Jupiter authorized reseller the process is simple as:
 18. 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. Jupiter Product FAQs
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.
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:
21. 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. 22. Where do I find the UL/FCC reports for my Jupiter processor?
The UL/CB and FCC reports can be downloaded here (PDF scans):
Product Comparision Matrix We are working on creating a Jupiter Systems Visio templates as well as to provide DXF line drawings of our chassis.
Yes.
Jupiter officially supports and encourages running third party software on our 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.
28. 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. 29. How do I configure PixelNet? No, PixelNet requires a specially programmed network switch that is confiugured at our factory.
Complete and Effortless Control of Your Jupiter Display Wall
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.
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.
There are currently 8 types of windows you can open using ControlPoint.
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.
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 industry.
There are three elements to a CPShare connection.
Use a layout when:
CPShare:
Applications Objects:
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