11. Troubleshooting
series – Matrix Application Mode – User's Manual
210
11. Troubleshooting
series – Matrix Application Mode – User's Manual
210
MA
TRIX APPLIC
A
TION MODE
Applied F-series endpoint firmware package: v1.5.4 | Applied R-series endpoint firmware package: v1.5.4 | Applied MMU firmware package: v1.3.3 | LDC software: v2.4.2b4
Symptom
Root cause
Action
Refer to
Audio signal
No audio is
present on output
Source audio volume is
low or muted
Check the audio settings of the source.
The incoming audio
signal is unsupported
Query the status of the audio output port
and select a supported signal source
LW3
The analog audio output
port is muted
Check the analog audio output port
properties
LW3
Volume of the analog
audio port is set low
Check the analog audio input/output
port properties
LW3
LW3
HDMI output
signal contains no
audio
DVI EDID is emulated
Check the EDID and select and HDMI
EDID to emulate (the setting is available
in the transmitter side).
LW3
Not the desired
audio can be heard
on the output
Audio stream is
switched to another
output
Check the audio crosspoint settings.
LW3
Network switch related issues *
No picture on the
video output
Link aggregation is not
set in the switch.
Create Link Aggregation Groups
(LAG’s)/EtherChannels etc. for each
port pair that is used.
The picture is
always dropped
VLAN tagging is not set. Set the 286 VLAN ID and add all LAGs to
this VLAN.
Bandwidth
problem on the
network with
a single 4K60
stream
All streams are
transmitted to all
outputs because
IGMPv2 snooping in not
enabled.
Enable IGMPv2 snooping.
All streams are
transmitted except
the 4K60 one
One of the 10G link
cables is connected to
another LAG.
Check the LLDP and the status of the
LAGs.
Only one SFP+ module
/ DAC cable is installed
in the endpoint device
instead of two.
Install two 10GbE SFP+ modules / DAC
cables between the endpoint and the
network switch
Symptom
Root cause
Action
Refer to
Black stripes in
the picture
IGMPv2 snooping in not
enabled.
Enable IGMPv2 snooping.
Optical cable became
contaminated.
Use special fiber optical cable cleaning
equipment to clean it carefully.
Cable connection
problem.
Cables must fit very well, check all the
connectors (video and optical/DAC
cables).
*
For more details about the configuration steps of the network switch with real-life examples please visit
our website and download the application notes for UBEX:
https://lightware.com/media/lightware/filedownloader/file/Support-Guide/Installation_and_Network_
Network
No LAN
connection can be
established
Incorrect IP address is
set (fix IP)
Use dynamic IP address by enabling
DHCP option.
LW3
Restore the factory default settings
(with fix IP).
LW3
No LAN
connection can be
established
IP address conflict
Check the IP address of the other
devices, too.
RS-232 signal - Endpoints
Connected serial
device does not
respond
Cable connection
problem
Check the connectors to fit well; check
the wiring of the plugs.
RS-232 settings are
different
Check the port settings of the endpoint
and the connected serial device.
LW3
Messaging via serial
port is not working
Check the serial messaging rules and/
or apply escaping in the message.
LW3