Lightware DP-OPT-TX150 User Manual page 31

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6. Troubleshooting
6.1. Use Cases
Symptom Root cause
Picture is not displayed Video connectors are loose
or distorted
Another port is selected in the
source/display device
When adaptor cable is applied:
the source port does not
support the Dual-mode
The monitor is not able to
display the desired image
resolution
Protected image is extended
to a non-HDCP capable device
The fiber optical connector is
not plugged or dirty
No audio is present Not the right interface is
selected in the source device
The audio output is muted in
the source
Extended USB device The desired device is not
does not work connected
The Transmitter is in
Configuration mode
Not supported USB device is
connected
The USB device is not
supported by the source
computer
Local USB device does The USB device is not
not work supported by the source
computer
Action
General video signal problems
Make sure the connectors fit well.
Select the desired/connected port.
Extend the picture to a DisplayPort capable
display device.
Select another display device or reduce the
image resolution.
If the monitor does not support displaying
HDCP-encrypted image content try to disable
the HDCP (if the content allows).
Check and clean the connectors carefully if
necessary.
Audio problems
If the source is a computer make sure the
audio is embedded in the video stream and not
switched to an analog output.
Check the source device settings.
USB problems
Check the cable connections; pay attention to
the USB HUB if it was installed.
In this case only one USB HID device is
transmitted. Switch the
Transparent mode if possible.
Only USB HID devices can be extended from
the Transmitter to the Receiver. Check if it is
supported.
Check the device by plugging in the computer
directly.
Check the device by plugging in the computer
directly.
Applied firmware package: v1.1.13 | LDC software: v2.5.1b5
DP-OPT-TX150, DP-OPT-RX150 – User's Manual
6.2. 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, the troubleshooting process
can be even faster... with your help.
There are certain pieces of information that push us in the right direction to finding the root cause of the
problem. If we receive most of this information in the first e-mail or it is gathered at the time when you call
us, then there is a pretty high chance that we will be able to respond with the final solution right away.
This information is the following:
▪ Schematic (a pdf version is preferred, but a hand drawing is sufficient).
Serial number(s) of the device(s) (it is either printed somewhere on the box or you can query it in the
▪
Device Controller software or on the built-in website).
▪ Firmware versions of the devices (please note that there may be multiple CPUs or controllers in the
device and we need to know all of their firmware versions, a screenshot is the best option).
▪ Cable lengths and types (in our experience, it's usually the cable).
▪ Patch panels, gender changers or anything else in the signal path that can affect the transmission.
▪ Signal type (resolution, refresh rate, color space, deep color).
▪ Emulated EDID(s) (please save them as file and send them to us).
▪ Actions to take in order to re-create the problem (if we cannot reproduce the problem, it is hard for us
Transmitter to
to find the cause).
Photo or video about the problem ('image noise' can mean many different things, it's better if we see
▪
it too).
▪ Error logs from the Device Controller software.
In the case of Event Manager issue the event file and/or backup file from the Device Controller
▪
software.
The more of the above information you can give us the better. Please send these information to the Lightware
Support Team (support@lightware.com) to speed up the troubleshooting process.
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