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9.Troubleshooting
HDMI-TPS-TX200series–User'sManual
141
Appliedfirmwarepackage:v1.3.2b3 | LDCsoftware:v2.5.7b2
Symptom
Root cause
Action
Refer to
Network
No LAN
connection can be
established
IncorrectIPaddressis
set(fixIP)
UsedynamicIPaddressbyenabling
DHCPoption.
LW3
Restorethefactorydefaultsettings
(withfixIP).
LW2
LW3
IPaddressconflict
ChecktheIPaddressoftheother
devices, too.
GPIO
Connected device
does not respond
Cable connection
problem
Check the connectors to fit well; check
thewiringoftheplugs.
Output level
cannot be changed
The direction of the
selected pin is set to
input
Check and modify the direction setting
of the desired pin
LW2
LW3
Miscellaneous
Front panel
buttons are out of
operation
Buttons are locked
Unlockthebuttons
Error messages
received
continuously
Different protocol is set
Check the port protocol settings (LW2
/ LW3) and use the proper protocol
commands.
LW3
Firmwarepackage
difference
The firmware of the device and the
command description in the User's
manualarebasedondifferentfirmware
packageversion.Checktheversionsand
update if necessary.
How to Speed Up the Troubleshooting Process
Lightware’s technical support team
isalwaysworkinghardtoprovidethe
fastest support possible. Our team’s
response time is one of the best in
the industry and in the toughest of
cases we can directly consult with
the hardware or software engineer
who designed the product to get the
information from the most reliable
source.
However,thetroubleshootingprocess
canbeevenfaster…withyourhelp.
Therearecertainpiecesofinformationthatpushusintherightdirectiontofindingtherootcauseofthe
problem.Ifwereceivemostofthisinformationinthefirste-mailoritisgatheredatthetimewhenyoucall
us,thenthereisaprettyhighchancethatwewillbeabletorespondwiththefinalsolutionrightaway.This
informationisthefollowing:
▪
Schematic(apdfversionispreferred,butahanddrawingissufficient).
▪
Serialnumber(s)ofthedevice(s)(itiseitherprintedsomewhereontheboxoryoucanqueryitinthe
DeviceControllersoftwareoronthebuilt-inwebsite).
▪
Firmwareversionsofthedevices(pleasenotethattheremaybemultipleCPUsorcontrollersinthe
deviceandweneedtoknowalloftheirfirmwareversions,ascreenshotisthebestoption).
▪
Cablelengthsandtypes(inourexperience,it’susuallythecable).
▪
Patchpanels,genderchangersoranythingelseinthesignalpaththatcanaffectthetransmission.
▪
Signaltype(resolution,refreshrate,colorspace,deepcolor).
▪
EmulatedEDID(s)(pleasesavethemasfileandsendthemtous).
▪
Actionstotakeinordertore-createtheproblem(ifwecannotreproducetheproblem,itishardforus
tofindthecause).
▪
Photoorvideoabouttheproblem(‘imagenoise’canmeanmanydifferentthings,it’sbetterifwesee
it too).
▪
ErrorlogsfromtheDeviceControllersoftware.
▪
In the case of Event Manager issue the event file and/or backup file from the Device Controller
software.
▪
Themoreoftheaboveinformationyoucangiveusthebetter.Pleasesendtheseinformationtothe
LightwareSupportTeam(
)tospeedupthetroubleshootingprocess.