Chapter 5: Troubleshooting - AMX N2412A Instruction Manual

Chapter 5: Troubleshooting

This chapter contains possible solutions to some common issues. Should you encounter any problems not covered by these
guidelines, please contact SVSI technical support via email (svsisupport@harman.com) or call 256.461.7143 x9900.
Issues
LocalPlay screen displays instead of the
stream from the Encoder.
HostPlay screen displays instead of the
video from the source.
Unsupported Input Resolution screen
displays.
Copy Protected Content screen displays.
Black screen/no screen displays.
No audio is detected.
Device has been discovered in N-Able, but
the configuration pages do not open
when double-clicking device name on the
Video Matrix page.
When changing the audio type, there are
problems with audio in/out.
Not receiving audio.
Not receiving analog video through the
Encoder.
Video output is stuttering.
Experiencing a red/blue color swap.
Serial port is not working as expected.
N2412A/N2422A User Manual
Suggestions
• Verify Decoder is assigned to view a valid stream (of an active Encoder).
• 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: Decoder Setup Section
• Verify network is properly configured and set up. If needed, connect Encoder's
network port to Decoder to bypass the network.
• 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
Page: Encoder Setup Section
• Verify source is attached and is outputting a valid signal (HDMI LED on Encoder is
on).
• Change source resolution to a valid resolution (try 720p60).
• Verify cabling is correct.
• Contact technical support.
• 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.
• Check the Decoder's LocalPlay status. If Loading is displayed, allow some extra
time for LocalPlay to become active.
• 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.
• 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.
• Check the Audio Source (Encoder) and Enable HDMI Audio (Decoder) settings on
the Settings page. For example, if you are trying to change the audio type to make
the input of the Encoder HDMI embedded audio in/analog audio out from the
Decoder, these settings cannot be set to Auto. Set the Encoder to Audio Source >
ON (embedded digital audio on an HDMI connection) and the Decoder to
Enable HDMI Audio > OFF (analog output on the Phoenix connection).
• Check that the Decoder has proper audio stream setting (typically by enabling
Audio follows Video).
• Verify that the AES67 settings are correctly configured (e.g., AES67 Audio
Address is correct and the first octet of the address is 239). Also, the
AES67 Audio option must match between the Encoder and Decoder. See AES67
Page section on page 43 for more details.
• If using a Y cable (N9420) and an HDMI source is already connected to the
Encoder, disconnect the HDMI source. Encoders give preference to HDMI and will
not allow analog signal to pass while it is connected.
• This could be a network bandwidth issue where the full video stream is not reliably
getting from Encoder to Decoder. Contact your network administrator for
assistance.
• Check Gen1 Compatibility Mode. If the entire system is N-Series, set to Off. If the
system is mixed (V-Series and N-Series), set to On for the N-Series Decoder. See
Advanced Settings on page 48 for more information on this mode.
• Verify the RS232 Settings on the Settings page. Flush the serial port on the
Settings page if another device is connected.
• Connecting the Tx and Rx pins on the RS232 connector creates a loopback that
could also help when troubleshooting.
NOTE: NetLinx takes over the Serial port when active.
table on page 46 for more details).
table on page 25 for more details).
Troubleshooting
Settings
67