Troubleshooting - Lightware HDMI-TPS-TX210 User Manual

   
9.Troubleshooting
9
T roubleshooting
Usually, if the system seems not to transport the signal as expected, the best strategy for troubleshooting is to check
signal integrity through the whole signal chain starting from source side and moving forward to the receiver end.
HDMI-TPS-TX200series–User'sManual
How to Speed Up the Troubleshooting Process
Lightware's technical support
team is always working hard
to provide the 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,thetroubleshootingprocesscanbeevenfaster...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(support@lightware.com)tospeedupthetroubleshootingprocess.
Appliedfirmwarepackage:v1.2.0 | LDCsoftware:v2.2.0
103