Harman AMX N2300 SERIES, Instruction Manual

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Troubleshooting
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N2312/N2322 User Manual
Troubleshooting
This chapter contains possible solutions to some common issues. Should you encounter any problems not covered by these
guidelines, please contact technical support via email (
svsisupport@harman.com ) or call 256.461.7143 x9900. You can also visit
our support webpage at support.svsiav.com .
Issues Suggestions
LocalPlay screen displays instead of the
stream from the Encoder.
• Verify Decoder is assigned to view a valid stream (of an active Encoder).
• Verify that Encoder and Decoder are on the same subnet.
• Verify Decoder is currently in
Live play mode (its name will display in black text on
the Video Matrix page). You can change to Live mode on the Settings page (see
the Settings Page: Device Settings Section table on page 41 for more details).
• Verify network is properly configured and set up. If needed, connect Encoder’s
network port to Decoder to bypass the network.
HostPlay screen displays instead of the
video from the source.
• Verify Encoder is in Live play mode (its name will display in black text on the Video
Matrix page). You can change to Live mode on the Settings page (see Settings
Page: Device Settings Section table on page 25 for more details).
• Verify source is attached and is outputting a valid signal ( HDMI LED on Encoder is
on).
Black screen/no screen displays. • Set Decoder to LocalPlay . If the LocalPlay screen does not appear, check the
display input settings and cabling. As mentioned previously in this table, you can
change to the Local mode on the Decoder’s Settings page.
• If LocalPlay appears, set Decoder to Live play mode and verify network is
configured properly.
• If screen is black with a slight sparkle effect, verify that your switch has Jumbo
Frame support enabled.
No audio is detected. • If there is no audio on all Decoders, verify audio settings are correct on Encoder.
• If there is no audio on a single Decoder, verify audio settings are correct on
Decoder.
Device has been discovered in N-Able, but
the configuration pages do not open
when double-clicking device name on the
Video Matrix page.
• Make sure your computer is in the same IP address range as the unit. See Setting
Up Your Host Computer on page 12 for more information.
When changing the audio type, there are
problems with audio in/out.
• Verify that the Encoder’s Enable HDMI Audio setting is set to Auto .
• Verify that Audio Mute is disabled (Encoder and Decoder).
Not receiving audio. • Check that the Decoder has proper audio stream setting (typically by enabling
Audio follows Video ).
Not receiving analog video through the
Encoder.
• On the Encoder, try setting the Video Source to VGA Only .
Serial port is not working as expected. • Verify the RS232 Settings on the Settings page.
• Connecting the Tx and Rx pins on the RS232 connector creates a loopback that
could also help when troubleshooting.
• If NetLinx is enabled, it will take the serial port over.