Product Manual — Doc. 9219A
DM NVX® 4K60 4:2:0 Network AV Encoders and Decoders • 137
Troubleshooting
The following table provides troubleshooting information. If further assistance is required,
contact Crestron True Blue Support.
DM NVX Encoder/Decoder Troubleshooting
PROBLEM
POSSIBLE CAUSES
CORRECTIVE ACTIONS
4K60 4:2:0 video is
intermittent.
The display device is not
configured properly.
Configure the display device properly.
Refer to the display device
documentation for proper
configuration to support 4K60 4:2:0
video.
A Crestron HDMI cable is not
being used.
Use a Crestron HDMI cable only.
The Crestron HDMI cable
exceeds the maximum length
of 20 ft (6.1 m).
Use a Crestron HDMI cable that does
not exceed 20 ft (6.1 m).
The HDMI or Ethernet cable
connections are faulty.
Verity that all cables are connected
securely.
The video is not being
displayed, but the audio
can be heard.
The HDCP settings of one or
more DM NVX devices in the
signal path do not support the
HDCP level of the source.
Ensure that the HDCP settings of all
DM NVX devices in the signal path
support the HDCP level of the source.
The display does not support
the HDCP level of the source.
Ensure that the display supports the
HDCP level of the source.
(Applicable to encoder
only) A message
indicating that the
resolution is unsupported
appears on the display.
The incorrect EDID is selected
for the HDMI input.
Select the correct EDID.
The resolution of the HDMI
input is not supported.
Change the resolution of the input.
The video is not being
displayed and audio
cannot be heard.
Cable connections are faulty.
Verify that all cables are connected
securely.
The incorrect EDID is selected
for the HDMI input.
Select the EDID supported by the
devices in the signal path.
The HDCP settings of one or
more DM NVX devices in the
signal path do not support the
HDCP level of the source.
Ensure that the HDCP settings of all
DM NVX devices in the signal path
support the HDCP level of the source.