How To Speed Up The Troubleshooting Process - Lightware HDMI-TPS-RX110AY Series User Manual

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9. Troubleshooting
9.2. 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.
Therearecertainpiecesofinformationthatpushusintherightdirectiontofindingtherootcauseofthe
problem.Ifwereceivemostofthisinformationinthefirste-mailoritisgatheredatthetimewhenyoucall
us,thenthereisaprettyhighchancethatwewillbeabletorespondwiththefinalsolutionrightaway.
This information is the following:
▪ Schematic(apdfversionispreferred,butahanddrawingissufficient).
▪ 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
▪
deviceandweneedtoknowalloftheirfirmwareversions,ascreenshotisthebestoption).
▪ 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).
▪ EmulatedEDID(s)(pleasesavethemasfileandsendthemtous).
▪ Actions to take in order to re-create the problem (if we cannot reproduce the problem, it is hard for us
tofindthecause).
▪ 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.
Themoreoftheaboveinformationyoucangiveusthebetter.PleasesendtheseinformationtotheLightware
Support Team (support@lightware.com) to speed up the troubleshooting process.
HDMI-TPS-RX110AYseries–User'sManual
Appliedfirmwarepackage:v1.4.0 | LDCsoftware:v2.4.0b3
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