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Troubleshoot it

This section contains frequently asked questions and advice on troubleshooting problems with your CORIOview™.
If you can't find the help you need, contact your distributor, and if they can't help, contact tvONE™ support.
Contact details are at the back of this guide.

In this section

Checking and updating the CORIOview™ firmware

89

I can't see my CORIOview™ in the Discovered Devices list

91

I can't log in securely to CORIOgrapher™

93

The picture keeps coming and going on my CORIOview™

95

My Streaming media and 4K playback input module keeps overheating

96

The video signal from my Encoder-100 is delayed

97

I can't hear any audio

99

I can't update the firmware of my Streaming media and 4K playback input
module

100

General troubleshooting checklist

102

Returning a product for repair

102

What are the minimum requirements for running CORIOgrapher?

103

What's the password for my CORIOview™?

103

Can I use HDMI extenders with CORIOview™ output modules?

103

Where can I put Streaming media and 4K playback input modules?

103

How large is the internal storage on a Streaming media and 4K playback
input module?

103

How do I find the MAC address of my Streaming media and 4K playback
input module?

104

How fast is my connection to the Streaming media and 4K playback input
module?

104

Which media formats can I add to a play queue?

104

Can I save my play queue?

104

How do I mute audio?

104

PDF-MWP-DYN-V1.20 tvONE

88

Содержание CORIOview

Страница 1: ...Firmware version M409 and above PDF MWP DYN V1 20 Oct 2019 CORIOview Multi window Processor Dynamic mode CORIOgrapher V2 9 and above User Guide V1 20...

Страница 2: ...RIOgrapher 26 Getting started with CORIOgrapher 26 To connect to your CORIOview and get its configuration 26 To log in with secure mode 27 To create a configuration offline 27 To send a configuration...

Страница 3: ...Playlist settings 42 Renaming playlists and moving playlists between modules 43 Deleting playlists 43 Managing encoders and streams 44 Using your CORIOview 46 Start a simple meeting 46 Selecting and c...

Страница 4: ...laylists 73 Using the internal drive 74 Replacing all items on the internal drive with all items on the USB drive 74 Removing all items from the internal drive 75 Current location 75 Copying a single...

Страница 5: ...102 Returning a product for repair 102 What are the minimum requirements for running CORIOgrapher 103 What s the password for my CORIOview 103 Can I use HDMI extenders with CORIOview output modules 10...

Страница 6: ...and medical applications If you ve had a CORIOview for a while running a firmware version below 409 you re already using classic mode n Dynamic mode Dynamic mode automates more of the features of you...

Страница 7: ...with features to help you create and manage your visual space Intuitive software interface Add custom window labels Choose which presenters appear in which windows Mute and unmute audio and video Man...

Страница 8: ...to right Connect the LAN port of the CPU module to your network Video tearing Using a mixture of frame rates and or resolutions can cause video tearing For best results make sure your display and sou...

Страница 9: ...Optional test the audio from each source a Press AUDIO then press button 1 and check you can hear your source b If you can hear your source repeat this step for buttons 2 8 c If you can t hear your s...

Страница 10: ...you work in an offline configuration Read more about your first steps with CORIOgrapher on page 1 6 Choose your operating mode You can use your CORIOview in two modes Classic mode gives you more cont...

Страница 11: ...estarts d Select Secure and log in 2 Optional but recommended name your input and output ports n Select Slot Status Give each port a name that describes the device connected to it Read more about nami...

Страница 12: ...ion a From Dashboard select b Select an option from Properties Orientation If you selected dynamic mode 1 Optional enable secure mode a Select Networking b Select Secure connection c Select Save Save...

Страница 13: ...ies customize your label Labels can be up to 20 characters long For special characters select Troubleshooting problems setting up Read troubleshooting advice on page 1 Next steps Congratulations your...

Страница 14: ...ation system with dynamic mode and as a multiviewer with classic mode You can buy a preconfigured CORIOview or a made to order CORIOview See a list of modules you can choose from to create a made to o...

Страница 15: ...IOview units n RM CV 1RU HANDLES handles for your rack mount unit n RM 503 SRF surface mounting kit for CORIOview Using the buttons of the front panel In dynamic mode you can use the buttons of the fr...

Страница 16: ...he PRESET button is lit and buttons 1 8 select presets Presets are layouts that show a specific number of windows and specific presenters or sources n To enable presets press PRESET n To select a pres...

Страница 17: ...appears in a larger window and can share audio n Press a lit button from A H to choose the active presenter All other connected presenters appear as thumbnails below the active presenter n Press the b...

Страница 18: ...pport up to two displays both showing the same cloned output Input modules Module Product number Connections 4K 30 HDMI input module two inputs CV HDMI 4K 2IN FF 2 x HDMI up to 4096x2160 30 HDMI compa...

Страница 19: ...YPbPr YUV YPbPr YUV adapter cable ZDB2044 DVI YPbPr YUV YC S Video adapter ZDB2048 DVI U only 2 x composite video YC S Video adapter ZDS2046 DVI U only 4 pin mini DIN Composite video adapter ZDC2050 D...

Страница 20: ...dule Green means that the module is working correctly Red means that the module is starting or that there is a problem LAN Connect an Ethernet cable to play media over IP If any status indicator stays...

Страница 21: ...about updating firmware on page 89 If you need help with any of the following steps select in CORIOgrapher and search or ask a question Connecting to CORIOgrapher and choosing network settings 1 Open...

Страница 22: ...and subnet mask n If you want to stream from the internet enter a value for your gateway n If you want to refer to a source by name enter a value for DNS Static IP address If you choose a static IP a...

Страница 23: ...4K playback presenters From Properties select Media Player Manage 2 Select your media source Your media items appear as icons Still image Saved stream Video clip Found encoder Playlist Found encoder...

Страница 24: ...igure it Read about the Encoder 100 at help tvone com products C3 series C3 5XX Content Topics ENCODER 100 ENCODER 100 about E100 htm n If you want to stream from the internet or from an encoder that...

Страница 25: ...When you first set up your internal drive it is useful to copy the entire contents of your USB drive to the internal drive All your media items and folders are copied to the internal drive for pathway...

Страница 26: ...ders at tvone com signal extension systems n For best results with HDMI use High Speed or Premium High Speed HDMI cables n In industrial environments use shielded Ethernet cables Shielded Ethernet cab...

Страница 27: ...Testing your installation 32 Settings 33 Device settings 34 Naming your CORIOview 34 Resetting your CORIOview to factory default settings 34 Backing up and restoring your settings 35 Changing the mode...

Страница 28: ...before the source reaches your CORIOview Positioning and location n Availability of electrical outlets n Distance from CORIOview to sources and display For best results use cables under 15 m long or s...

Страница 29: ...ect cables for any dynamic sources For best results make a note of which source is connected to which port If you want to use your CORIOview in classic mode label your cables from 1 up to 8 If you wan...

Страница 30: ...ting started with CORIOgrapher 26 The dashboard 29 Enabling secure mode 30 Setting up a second display 31 Setting an output resolution for your display 31 Testing your installation 32 CORIOgrapher sys...

Страница 31: ...p your hardware already you can connect to your CORIOview and get information about its configuration of modules n If you haven t set up your hardware yet you can create a configuration offline Or if...

Страница 32: ...ustomizing window labels on page 51 To log in with secure mode You can communicate securely with your CORIOview To use secure mode enable secure mode Read about enabling secure mode on page 30 When se...

Страница 33: ...e guidelines on where to put your modules Read about the configuration of a CORIOview on page 9 To send a configuration to your CORIOview You can send a configuration to your CORIOview from Home You c...

Страница 34: ...y settings For this presenter n Cut video to black n Mute audio n Open settings including window labels If you have a Streaming media and 4K playback input module n Open media player Save your current...

Страница 35: ...ode is active in Home you can see next to the name of the CORIOview Secure mode disables unsecured connections over Ethernet Unencrypted third party controllers do not work over Ethernet when you use...

Страница 36: ...ore than one display your output is cloned onto the second display Both outputs have the same resolution Before you set an output resolution for your display make sure you have either loaded the confi...

Страница 37: ...els of the media player are playing 2 On the front panel make sure AUDIO VIDEO and PRESET are all unlit If any button is lit press it 3 Press any number button You are now in the lobby 4 Check that th...

Страница 38: ...essful repeat for each presenter Press the next lit button from A H Read more about problems with audio on page 99 Settings You can manage device settings network settings and user settings You can al...

Страница 39: ...To name your CORIOview 1 Select General 2 Enter a name for your CORIOview Resetting your CORIOview to factory default settings Why restore factory default settings If your CORIOview has become unstab...

Страница 40: ...vice isn t saved to a backup file on your CORIOview To back up your settings on your CORIOview 1 Select Backup and Restore Backup Restoring your settings from your CORIOview 1 Select Backup and Restor...

Страница 41: ...Under Recent Configurations select a saved file If you can t see your file in the list select Load Configuration from a file and browse to your file Problems sharing settings between CORIOview units Y...

Страница 42: ...at the dashboard If you see circles your CORIOview is in classic mode If you see squares your CORIOview is in dynamic mode Which mode do I want Classic mode Classic mode gives you more control over fe...

Страница 43: ...least one command to the CORIOview every five minutes To stay connected while idle for more than five minutes set a longer timeout time for each user You can also allow the user to stay connected per...

Страница 44: ...d can contain any combination of alphanumeric characters and symbols Passwords cannot contain spaces To change your password 1 Select Users 2 Find your user details and enter your new password in the...

Страница 45: ...saved is available to edit If you haven t previously saved a static IP address default values for a static IP address are available to edit 3 OPTIONAL Configure your static IP address n Enter a value...

Страница 46: ...to help you Static IP address If you choose a static IP address make sure you enter a unique value for your IP address Using the same IP address for multiple devices can cause your devices to disconne...

Страница 47: ...ess of your Streaming media and 4K playback input module 1 In CORIOgrapher select Module Configuration 2 Find the Streaming media and 4K playback module that you want to set up and select Configure 3...

Страница 48: ...lect Playlists 2 Find the playlist you want to rename and enter a new name Moving playlists 1 In CORIOgrapher select Playlists 2 Find the playlist you want to move and select a module from the list De...

Страница 49: ...s appear under Discovered encoders You can n Refresh the list of encoders n Search for an encoder that doesn t appear automatically n Select an encoder to see details about that encoder n Select to n...

Страница 50: ...any slots you have left n You can add new streams and remove all your saved streams n You can edit the name and URL of saved streams 1 Select the stream and then select Edit 2 Edit the name or URL of...

Страница 51: ...7 Creating and editing custom resolutions 79 Adding and managing custom EDID files 86 Start a simple meeting Presenters can connect their computers at any time When you connect you appear in the lobby...

Страница 52: ...it to tell you how many presenters are connected If no presenters are connected no buttons are lit n Buttons from A H are lit dimly to tell you which presenters are connected n Your display shows all...

Страница 53: ...tive presenter Using the lobby In the lobby presenters appear on your display when they connect to your CORIOview To enter the lobby Using the front panel 1 Press any PRESET until it is unlit 2 Press...

Страница 54: ...3 To cancel during customization press PRESET Using CORIOgrapher 1 From Dashboard select Allow editing 2 Find the preset you want to customize and select 3 For each window select a presenter Restorin...

Страница 55: ...the front panel n Press a lit button from A H to choose the active presenter All other connected presenters appear as thumbnails below the active presenter n Press the button again to switch between s...

Страница 56: ...nel If a presenter is full screen the label hides after three seconds n You can also show and hide window labels in CORIOgrapher Show labels If a presenter is full screen labels show for three seconds...

Страница 57: ...o to black with CORIOgrapher To cut all presenters to black and mute with the front panel n Press VIDEO n If VIDEO is lit to restore video and audio press VIDEO To cut all presenters to black and mute...

Страница 58: ...hows check if they are muted in CORIOgrapher Read about showing labels on page 51 The presenter is automatically muted because they are not the active presenter The active presenter is sharing audio A...

Страница 59: ...e to the left to reduce audio input Restoring audio without CORIOgrapher If any presenter is muted or cut to black and muted and you don t have access to CORIOgrapher reboot your CORIOview n To reboot...

Страница 60: ...units 60 Changing the duration of media items 61 Playing streams with low latency 62 Using the playback controls 62 Managing the play queue 63 Saving the play queue 63 Playing the play queue automatic...

Страница 61: ...Only the active presenter can share audio Read more about playing audio with your CORIOview on page 52 PDF MWP DYN V1 20 tvONE 56...

Страница 62: ...encode and stream the signal from an endoscope or from a camera in a lecture theater n To play media directly from a USB drive or copy media from a USB drive to internal storage you need to connect a...

Страница 63: ...underneath one of the Streaming media and 4K playback presenters 2 Select IP Streams 3 Select Add IP Stream 4 Enter a descriptive name and the URL of the media stream and then select Add IP Stream 5 T...

Страница 64: ...internal storage streamed from your network or streamed from the internet You can play audio embedded in video clips and media streams You cannot play audio only files You can also add a playlist to a...

Страница 65: ...st n You don t need to configure your Encoder 100 to send a multicast stream if your default address and TTL are correct for your network For more help contact your network administrator n To add a mu...

Страница 66: ...a items By default still images play for 10 seconds video clips play for the length of the clip and streams play indefinitely until the stream ends You can choose how long to play each media stream vi...

Страница 67: ...queue that you want to play with low latency CORIOview automatically disables the audio of streams with low latency If you want to listen to audio from your stream clear Low latency Using the playback...

Страница 68: ...he play queue up to a total of 20 items n Drag items to re order the play queue n Change the duration of a media item in the play queue n Remove any item from the play queue n Clear the entire play qu...

Страница 69: ...n Build your play queue and select Save on Device You can save your play queue as a playlist n Build your play queue and select Save as playlist PDF MWP DYN V1 20 tvONE 64...

Страница 70: ...cally when you start your CORIOview 1 Build your play queue and select Play on startup 2 Select Save on Device Saving media to internal storage You can save media items from your USB drive to the inte...

Страница 71: ...e Streaming media and 4K playback presenters The media player is not available when you work offline About playlists n Your CORIOview can store up to 20 playlists n Each playlist can include up to 20...

Страница 72: ...lution on page 77 3 Select your new playlist The playlist opens in the playlist editor If the playlist editor is collapsed select to open it 4 Drag up to 20 media items and streams from the media brow...

Страница 73: ...list permanently select Saving the play queue to a playlist 1 From the play queue select Save as playlist 2 Choose to create a new playlist or to replace an existing playlist 3 If you create a new pla...

Страница 74: ...clear all the items from a playlist and open a playlist to edit the items You can load a playlist to the play queue and play a playlist You can also manage the names and locations of your playlists i...

Страница 75: ...esolution of a playlist 1 Select Playlists and select a playlist 2 Select Edit details 3 Enter a new name or choose a new resolution Clearing all the items from a playlist n From the playlist editor s...

Страница 76: ...st any items in the play queue are replaced and playback stops You can n Drag a playlist into the play queue n Select a playlist and select Load in queue n From the playlist editor select Playing a pl...

Страница 77: ...an change the slot that a playlist is associated with in Settings Playlists Read more about configuring playlist settings on page 42 Deleting all playlists You can delete all your playlists in Setting...

Страница 78: ...want all your playlists to contain a particular stream and your company logo 1 Drag items into the play queue 2 From the play queue select Save as playlist 3 Enter a name and choose a resolution for...

Страница 79: ...her From Dashboard select underneath one of the Streaming media and 4K playback presenters The media player is not available when you work offline Replacing all items on the internal drive with all it...

Страница 80: ...the internal drive called Videos You open Videos and then select USB Drive You select a media item and copy it to the internal drive The media item is copied to Videos Copying a single item or folder...

Страница 81: ...er n Rename media items and folders Select a media item or folder and then select Rename Playing items from the internal drive You play items from the internal drive in the same way you play all media...

Страница 82: ...playing media The two channels can have different resolutions and you can choose a custom value for channel one slot n position 1 Channel two slot n position 2 only supports 1920x1080p60 Understanding...

Страница 83: ...5 2 1280x720p23 98 1280x720p24 1920x1080p60 This play queue doesn t work because 24 is not a factor of 60 and you can t round 23 98 up to 24 Resolution n Choose a resolution no larger than your larges...

Страница 84: ...tandard resolutions and create custom resolutions in the resolution editor of CORIOdiscover Open CORIOdiscover select your device and then select Resolution Editor Select a resolution to see detailed...

Страница 85: ...or displays Guidelines for 4K custom resolutions If the HActive value is not divisible by 64 you cannot rotate the output The maximum values for a 4K custom resolution are n HActive 3840 n VActive 25...

Страница 86: ...th and height are values in pixels n X is the letter x n scantype is i or p n rate is the frame rate and can contain a decimal point n optional is any additional optional text Scan type Choose between...

Страница 87: ...ch Sync Pulse The sync pulse identifies the start of each row or frame of video Enter a number of pixels between 8 and 500 to set the horizontal sync pulse Enter a number of pixels between 10 and 100...

Страница 88: ...er a number of pixels to set the width and height of the displayed area The highest resolution we support is 1920x1200p60 with reduced blanking See the VESA standard for other CVT standard resolutions...

Страница 89: ...page 80 Creating a custom resolution from a video standard Creating a custom resolution from the CEA 861 D or VESA DMT standard 1 From Resolutions find an empty custom slot or choose a custom resoluti...

Страница 90: ...lution from the VESA CVT standard 1 From Resolutions find an empty custom slot or choose a custom resolution to edit and then select Edit 2 Select your standard from the list 3 Enter a useful name for...

Страница 91: ...rces You might want to upload a saved EDID file if a source for example a PC is using the preferred resolution from CORIOview rather than the resolution you selected for the source device This can cau...

Страница 92: ...g EDID files Risk of unexpected effects If you delete an EDID file that is in use and then reboot your CORIOview your CORIOview says it is using the deleted EDID file but is actually using the default...

Страница 93: ...elayed 97 I can t hear any audio 99 I can t update the firmware of my Streaming media and 4K playback input module 100 General troubleshooting checklist 102 Returning a product for repair 102 What are...

Страница 94: ...rmware you need CORIOdiscover V1 7 or above V1 7 of CORIOdiscover is available from the CORIOview page at tvone com firmware updates Checking your firmware version and downloading new firmware CORIOdi...

Страница 95: ...your administrator login details 5 Browse to the zipped DAT file that you downloaded 6 Select Start Update When the update is finished you can log in to your CORIOview again The first time you log in...

Страница 96: ...again in the list You can now select your device Then try this If your device definitely isn t in the Discovered Devices list first check your hardware If your device still isn t in the list connect d...

Страница 97: ...ss Return To log in to your device with an IP address Log in to your device on the Home window of CORIOgrapher 1 Select Connect to your device 2 Enter the IP address that you got from the serial conne...

Страница 98: ...an RTC it might not have generated a secure certificate What to do First try this Check if you have an RTC installed 1 Clear the Secure option and log in to CORIOgrapher 2 Select Networking If you se...

Страница 99: ...your distributor for part number CM CV CPU HTTPS With your new CPU generate a secure certificate If that doesn t work If the advice here doesn t work first contact your distributor If your distributor...

Страница 100: ...tches between Found and Not_Found Why does this happen You probably have a display or output that doesn t support HDCP High bandwidth Digital Content Protection What to do First try this 1 From Dashbo...

Страница 101: ...your CORIOview to cool down for at least 20 minutes 3 Restart your CORIOview Then try this 1 Place your hand near each fan outlet in turn and check that air is flowing out of your CORIOview 2 Check th...

Страница 102: ...there s no embedded audio in the HDMI signal but you selected HDMI as your audio source the video can be delayed What to do First try this 1 From Dashboard select underneath one of the Streaming medi...

Страница 103: ...from Audio If that doesn t work If the advice here doesn t work first contact your distributor If your distributor can t help contact tvONE support at tech usa tvone com tech europe tvone com or tech...

Страница 104: ...problem with your audio device What to do First try this Check the presenter you want to hear is the active presenter n On the front panel check the letter button for that presenter is lit brightly Th...

Страница 105: ...ck all hardware connections 3 Check that your audio device is working Try connecting a different source 4 Make sure you have the latest firmware and software Download the latest software from tvone co...

Страница 106: ...oblem with a module What to do First try this 1 Restart your CORIOview 2 In CORIOgrapher select Module Configuration 3 For each Streaming media and 4K playback input module select Configure and check...

Страница 107: ...ct for repair You can request to return your product to tvONE for repair When you contact tvONE support have the following information ready n Product type n Serial number of the faulty unit this is o...

Страница 108: ...can I put Streaming media and 4K playback input modules The number of Streaming media and 4K playback input modules you can have and where you can install them depends on the CORIO unit you have CORIO...

Страница 109: ...can be found on our website tvone com Can I save my play queue If you add media items or streams to a play queue and select Save on Device from the wall editor then when you restart your CORIOview the...

Страница 110: ...as been tested for compliance with appropriate FCC and CE rules and regulations The power adapter and supply has been tested for compliance with appropriate UL CUL CE PSE GS rules regulations and or g...

Страница 111: ...vone com Support tech europe tvone com tvONE Asia Asia Sales sales asia tvone com Support tech asia tvone com Information in this document is subject to change without notice No part of this publicati...

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