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CHAPTER 10: TROUBLESHOOTING
TABLE 10-1. PROBLEMS/CAUSES/SOLUTIONS
PROBLEM
POTENTIAL CAUSE
SOLUTION
Losing color or no video signal output
1. The cables may not be connected correctly or
may be broken.
2. Failed or loose connection.
1. Check whether the cables are connected
correctly and are in working condition.
2. Make sure the connection is good.
No output image when switching
1. No signal at the input/output end.
2. Failed or loose connection.
3. Input source is HDCP but the HDCP compliance
is switched off.
4. The display doesn’t support the input resolution.
1. Check with oscilloscope or multimeter if there
is any signal at the input/output end.
2. Make sure the connection is good.
3. Send command /%[x]:[1]. to change HDCP
compliance status.
4. Switch for another input source or enable the
display to learn the EDID data of the input.
No output on the amplifiers connected
to audio output ports
The amplifiers are not able to decode HDMI audio.
Change for amplifiers that can decode HDMI
audio.
Cannot control the device via front
panel buttons
Front panel buttons are locked.
Send command /%Unlock; to unlock..
Cannot control the device via IR remote
1. The battery has run out.
2. The IR remote is broken.
3. Beyond the effective range of the IR signal
or not pointing at the IR receiver.
1. Replace the battery.
2. Contact Black Box Technical Support
at 877-877-2269 or [email protected]
3. Adjust the distance and angle and point right at
the IR receiver.
Power Indicator remains off when
powered on
Failed or loose power connection
Check whether the cables are connected
correctly.
EDID management does not work
normally
The HDMI cable is broken at the output end.
Replace with another HDMI cable that is in good
working condition.
There is a blank screen on the display
when switching
The display does not support the resolution of the
video source.
1. Switch again.
2. Manage the EDID data manually to make the
resolution of the video source automatically
compliant with the output resolution.
Cannot control the device by control
device (e.g. a PC) through RS-232 port
1. Wrong connection.
2. Wrong RS-232 communication parameters.
3. Broken RS-232 port.
1. Check to ensure the connection between the
control device and the unit.
2. Type in correct RS-232 communication
parameters: Baud rate: 9600; Data bit: 8;
Stop bit: 1; Parity bit: none
3. Contact Black Box Technical Support
at 877-877-2269 or [email protected]
Static becomes stronger when
connecting the video connectors
Bad grounding.
Check the grounding and make sure it is
connected well.
Cannot control the device by RS-232/
IR remote/front panel buttons
The device is broken.
Contact Black Box Technical Support
at 877-877-2269 or [email protected]
NOTE: If the problem persists after following the above troubleshooting steps, contact Black Box Technical Support at 877-877-2269
or [email protected]
