Smarte SDS Manuale utente

Smart-e SDS/SDX/MDX/4K

Troubleshooting Guide

This guide is provided as a first point of reference for the diagnosis of problems encountered when

installing Smart-e products from either the SDS, SDX, MDX or 4K ranges. They follow the general

points that a Smart-e engineer would look at when trying to diagnose problems in an installation.

This document is not specific to a product from the Smart-e range, for more specific advice please

refer to the models dedicated user manual.

1. Status LEDs

On most Smart-e products are a number of status LEDs. These LEDs can indicate the status of a number

of elements of a Smart-e product. These include but are not limited to:

➢HDBaseT link

➢Power

➢HDMI status

➢Comms activity

➢Ethernet activity

➢HDMI data throughput

➢Processor activity

These LEDs are designed to be a quick point of reference for at a glance diagnosis. A detailed guide as

to what each LED means is provided in a products user manual and usually include a description of what

to do if the status of the LED is not as it should be.

2. Power

The first point of failure in any modern electronics device is usually the power supply.

I. Check the status of any outward power indications be these LEDs or an LCD screen

II. If these are not lit or dim it suggests a power issue

III. Verify the operation of the power supply by swapping with a known working alternative

IV. If a new power supply has solved the issue, please contact [email protected] and attach

an image of the product serial number and they can arrange a replacement unit for you

V. If a new power supply has not cured the issue remove the power supply from the unit, remove

any other cables also such as HDMI or CATx cables

VI. Once these cables have been removed try re-attaching the power supply

VII. If the unit now powers it may suggest a problem with the cables or another unit attached,

try changing and/or verifying the cables by testing them in a known working environment

VIII. If all of these methods still do not cure the issue it is likely a fault has occurred within the

Smart-e device, please contact [email protected] and attach an image of the product

serial number. Smart-e support can then begin the returns process to either get the item

repaired or replaced

3. HDBaseT Link

Each product incorporating HDBaseT technology within the Smart-e range, is provided with a HDBaseT

link indication LED. This can be located on the RJ45, connected to one of the activity indicators, or as a

standalone LED somewhere else on the unit. The location of the HDBaseT link LED will be detailed in the

products individual user guide. This LED, for all Smart-e products, should be solidly illuminated when

connected to another HDBaseT device and both units are correctly powered.

A. Blinking HDBaseT Link LED

I. If the HDBaseT link LED is blinking it could indicate the device is not attached to a

compatible HDBaseT device. A transmitter should be connected to a receiver and vice

versa, if a transmitter is connected to another transmitter or a receiver to another

receiver the HDBaseT link LED will blink. Check the model numbers of the devices at

each end of the CATx HDBaseT cable.

II. If the HDBaseT link LED is still blinking it could be due to a firmware incompatibility. A

HDBaseT full product as standard works at 100m but can be programmed to work up

to 150m at reduced resolution in ‘Extended Mode’. If your unit has been placed in to this

mode and you attach it to a HDBaseT lite product, designed to work up to 70m, then the

HDBaseT link LED will display this blinking behaviour. If available attach to another

HDBaseT full product and the link should now be solid.

III. If the HDBaseT link LED continues to blink it suggests a problem with the link medium i.e.

the CATx cable. Firstly, verify the cable is terminated to the T568B standard at both

ends of the cable run. Next, if any patch cables are being used test those by trying them

directly with the transmit and receive device. If both the tests are successful, use a cable

tester, ideally a high-end unit which can not only check the connections but also give an

estimate of cable distance. The maximum cable distance for a HDBaseT full product is

100m, for a lite it is 70m.

IV. If problems persist, the presence of environmental noise may be inducing too many

errors for the link to be established. The best way to protect against environmental noise

is with the use of shielded CATx cable. Smart-e recommend the use of Connectix CAT6a

U/FTP cables. These have been verified to carry a 10Gbps signal 100m from transmit

to receive device and do so with the presence of a large noise source.

B. No HDBaseT Link LED

I. The most common cause for no HDBaseT link being present is a problem with the

transmission medium i.e. the CATx cable. Firstly, verify the cable is terminated to the

T568B standard at both ends of the cable run. Next, if any patch cables are being used

test those by trying them directly with the transmit and receive device. If both the tests

are successful, use a cable tester, ideally a high-end unit which can not only check the

connections but also give an estimate of cable distance. The maximum cable distance

for a HDBaseT full product is 100m, for a lite it is 70m.

II. If problems persist, the presence of environmental noise may be inducing too many

errors for the link to be established. The best way to protect against environmental noise

is with the use of shielded CATx cable. Smart-e recommend the use of Connectix CAT6a

U/FTP cables. These have been verified to carry a 10Gbps signal 100m from transmit

to receive device and do so with the presence of a large noise source.

III. It may be possible to identify and negate the impact of a noise source by rerouting of

cables away from the noise source. To identify the source try switching off any

fluorescent lights, air conditioning units, refrigerators etc.. If the CATx cable can then be

moved away from these noise sources the problem may be solved.

IV. If cabling has been tested and the cable is shielded but still no link can be obtained it

would suggest a hardware issue. If possible directly swap the receiver and transmitter

device in turn to see which end is at fault.

V. If a hardware fault has been identified, please contact support@smart-e.co.uk and attach

an image of the product serial number. Smart-e support can then begin the returns

process to either get the item repaired or replaced.

4. Video

HDMI video faults can show themselves in many different ways, sometimes no video will be seen at all,

other times video will be seen but will be of low quality containing a snowy effect or the video may be

intermittent, where the image will come and go for variable lengths of time.

I. Always validate the HDMI cables are working by first trying them in place of a known working

cable

II. Verify the source is outputting video by attaching to a known working screen

III. Check the screen by trying a known source in to the screen

IV. Try the screen and source together directly with a known working HDMI cable

These steps above are the first to try with any video issue, if problems persist then continue diagnosis

with reference to the steps below

A. EDID

EDID is the most common cause of problems within a matrix or splitter installation. If only a single point

to point installation, EDID is not likely to be a problem as the EDID path is transparent. However, in a

matrix or splitter installation, EDID should be the first configuration step undertaken by the installer.

EDID is the mechanism by which a screen, otherwise known as a sink device, tells a source what

resolutions it can display. In a matrix or splitter, the HDMI input acts as a sink device and tells the source

what resolutions it is capable of and the source will output accordingly. If the EDID value set in the matrix

or splitter device is of a resolution, refresh rate or colour depth which cannot be handled by the attached

screens then it may result in video output issues.

The instructions to set EDID on Smart-e products is detailed in the products relevant user manual. It is

usually achieved by either hardware switches, RS232/Ethernet control commands, front panel control

or via a dedicated software application.

If possible, attach as your source a PC or Laptop. You can then use the inbuilt Intel, Nvidia or AMD

graphics utility to see what EDID information is being presented to your source. If this is not what you

expect then it could help narrow down the issue.

EDID issues can show in many different ways, video may look odd with colour misplacement, it may result

in temperamental video where image disappears occasionally or by no video output visible at all.

If EDID issues persist there could be a break in the EDID chain whereby EDID is not being correctly read

back from your screen. In which case Smart-e recommends the use of the Dr HDMI EDID minder,

available from Amazon:

https://www.amazon.co.uk/DR-HDMI-Problem-Manager-Emulator-

Black/dp/B00755DBCW/ref=sr_1_1?ie=UTF8&qid=1530106910&sr=8-1&keywords=dr+hdmi

Whilst it is not guaranteed to solve your issue it could save a lot of time in the long run by giving this inline

piece of hardware a try.

B. HDCP

HDCP, High-Bandwidth Digital Content Protection, is the mechanism by which digital video data is

encrypted to prevent piracy with only HDCP approved equipment containing the relevant hardware and

HDCP keys, able to decrypt the signal.

The mechanism is designed for content to flow directly from a source through to a screen with no

interruption, namely the presence of a recording device. Obviously, this is not ideal for a HDMI extender

as this hardware sits between the source and sink device. In a point to point installation, the HDBaseT

protocol presents a transparent path so HDCP is not an issue as the source can complete the HDCP

handshaking process as if it were directly connected to the screen.

In a matrix or splitter, the process is more complicated. The inputs need to complete the HDCP

handshaking with the source and then regenerate keys to transmit on to the output screen. To add

further complication there are several versions of HDCP.

The most recent version is HDCP 2.2, this version was developed for compatibility with UHD content and

will most commonly be found as the HDCP version used by HDMI ports marked as compatible with HDMI

2.0 specification. Legacy HDMI equipment or newly manufactured equipment capable of up to 1080p

resolutions will likely utilize HDCP 1.4. This is typically the version of HDCP utilized by HDMI ports marked

as versions 1.3, 1.4 or 1.4b.

A major issue of these different versions, in-particular HDCP 2.2, is that it is not backward compatible

with previous versions of HDCP. This means that if a UHD source only has one output, it is likely to be

HDMI 2.0, HDCP 2.2 and will not be compatible with a HDMI 1.4b port utilizing HDCP 1.4.

If HDCP issues are encountered, the outward symptom displayed on the screen is usually a blank screen

or no signal message. If a PC/laptop is being used as a source this will sometimes notify of the need for

HDCP to complete playback of media.

The best method, if you think HDCP compatibility is the issue, to overcome the problem is to look at the

specification of your source and sink devices along with the technical specifications of the relevant Smart-

e product available in the product user manual. Look at the HDMI port specification and any available

information on HDCP versions to see, when multiple ports are available, if another port on your source

or screen will provide the required HDCP version.

C. VIDEO NOISE

Firstly, if experiencing video noise, ensure you have completed steps I –IV as outlined at the beginning

of section 4 of this guide.

Next refer to section 9 of this manual. This section explains how to use CATx cable in HDBaseT

installation with recommended cable choice and termination methods. Noisy video in a HDBaseT

installation is almost always going to be due to the CATx cable and the noise being induced along its

length. Following the tips and recommendations in section 9 will mitigate against the effects of almost

any noise levels encountered.

It is sometimes observed that noise issues can occur due to issues during handshaking of HDMI legacy

equipment. This is often solved by power cycling the screen by putting the screen in to standby and then

powering back on.

If video noise is still being observed then a hardware fault is likely. Please contact [email protected]

with a picture of the serial number of the unit(s) you believe to be at fault. Smart-e support can then

begin the returns process to either get your unit(s) repaired or replaced.

5. Audio

I. Firstly, ensure all cabling is in a working state by trying them between known working outputs

and receiving amplifier/speakers

II. Check the working state of amplifier/speakers by isolating them to a known working audio

output if possible

III. Try audio output devices directly to a known sink device (screen/amplifier/speakers) to

ensure they are outputting audio in the correct and as expected format

IV. Smart-e equipment, particularly matrices, have commands to enable/disable audio inputs

and/or outputs. Try to send the appropriate commands to ensure required ports are

enabled

V. Within control protocols for Smart-e products is the ability to choose which connector type

audio is sourced from. For example, when a matrix has HDMI, SPDIF and analogue audio

inputs, audio can only be sourced from one input at a time. Ensure the correct audio input is

selected for your requirements

VI. Similarly, when a Smart-e device has multiple audio outputs it is not always possible to output

audio on all connector types. Please send the appropriate commands to ensure audio is

being output from the connector you require

VII. When working with 3.5mm stereo jack analogue inputs and outputs ensure the correct

stereo cables are utilised, if a mono cable is used it could lead to complete loss of audio

functionality in certain circumstances

VIII. This issue should have been identified in points I –III of this section, digital audio has many

different variations. Ensure the format you are attempting to send can be handled by the

Smart-e product and the sink device chosen to output the audio signal with reference to the

product specifications

IX. When using a HDMI output for video and a separate audio output, it is common for the

source to default to the HDMI output when connected. Ensure the audio output is set to the

appropriate connector type in your sources settings menu

X. If after completing actions listed above, problems persist, please contact support@smart-

e.co.uk as it is likely a hardware fault is the reason for issue

6. Serial Communications (RS232)

Smart-e products use RS232 in 2 distinctive ways, either for control of the unit itself or extending RS232

signals via HDBaseT outputs to or from a remote HDBaseT transmitter or receiver device. RS232 when

used for control enables the user to configure the crosspoints, image settings, audio options to name

but a few. When RS232 is extended via HDBaseT it enables control of screens and/or sources with

responses sent back to the control device.

A. RS232 Control of Smart-e Device

I. The most common point of fault is port configuration, in each product protocol document

capable of being controlled via RS232, a table is provided showing the RS232 port

configuration including baud rate, stop bit and parity bit setting. Ensure these settings match

those of the RS232 output port of the control device being utilized

II. If the device to be controlled had a D9 port for the control interface, ensure you are using

the D9 male to female cable which was supplied with your device

III. If using a custom cable, a table for the D9 interface is provided in the product user manual

for every device, check that the cable is of the correct pin out as to be compatible with this

information

IV. If possible, ensure the working state of the cable by testing in a known working setup or with

use of a cable tester

V. If the device to be controlled has a green 3-pin phoenix interface, ensure the cables are

securely connected in their appropriate positions according to the info in the user manual

and as shown on the metalwork silkscreen. Ensure that after the cables have been stripped

and inserted, no frayed ends are extruding and shorting with one another

VI. Use a PC terminal application (Smart-e recommend Termite, download link:

http://www.softpedia.com/get/Network-Tools/Telnet-SSH-Clients/Termite-

CompuPhase.shtml NOTE: Link provided as reference, Smart-e assumes no liability for

any damage incurred as a result of following link or downloading and installing software)

to communicate directly with the Smart-e device. Using the commands as listed in the

products protocol document, send commands directly to the unit

VII. Some Smart-e devices allow the user to change the baud rate, ensure the baud rate is

correct for the commands being sent and the control hardware being utilized. If the baud

rate is not known and the option is available return the unit to factory defaults, this should

set the baud rate back to that stated in the products protocol document

VIII. If after completing the above steps issues persist, please contact [email protected] as

it is likely a hardware fault exists within the unit

B. RS232 passthrough via HDBaseT

I. Firstly, refer to section 3 of this troubleshooting guide to verify you have a working and stable

HDBaseT link, if no link or an unstable and noisy link is present then no or at best unreliable

RS232 transmission will be possible

II. Verify that RS232 is reaching the remote transmitter or receiver by applying a loop between

the TX and RX pins of the RS232 connector on the remote transmitter or receiver device.

Then send RS232 commands from your control device and it most cases your control device

will have the ability to read responses, verify that the sent commands match those coming

back. This shows that the TX and RX paths of the RS232 are working correctly

III. Every sink device (screen/project/AV amplifier etc.) have there own RS232 port settings,

these settings must be reflected in the RS232 output which is generating the commands

sent. The RS232 port settings for your sink device can usually be found in the full product

manual, if not supplied as a paper copy it will be available as a download from the

manufacturers website

IV. Verify the pinout of the cabling from both the transmitter and receiver devices. The pinout is

denoted on the metalwork of the unit when being used with a 3-pin green phoenix connector.

If using a D9 connector a pinout diagram is supplied within the product user manual

V. Verify the pinout of the cabling being utilized on your sink device, they will usually have a D9

connector, but it has been noted in the past for the TX and RX convention to vary between

manufacturers. The information for the pinout of this port should be found in the

manufacturers user guide

VI. Use a PC terminal application (Smart-e recommend Termite, download link:

http://www.softpedia.com/get/Network-Tools/Telnet-SSH-Clients/Termite-

CompuPhase.shtml NOTE: Link provided as reference, Smart-e assumes no liability for

any damage incurred as a result of following link or downloading and installing software)

to communicate directly with the sink device. Using the commands as listed in the products

protocol document, send commands directly to the sink device

VII. Ensure that the sink device being controlled has not had any changes made to the baud rate,

this is an option sometimes available. If in any doubt you could return the product to factory

default to return the baud rate to that advertised in the products user guide

VIII. If after completing the above steps issues persist, please contact [email protected] as

it is likely a hardware fault exists within the unit

7. Infra-Red

I. Ensure the correct infra-red receiver (IR RX) and infra-red transmitter/emitter (IR TX) are

being used. Each Smart-e product with RS232 functionality is supplied with their own infra-

red peripherals. If you have purchased a matrix and receivers from Smart-e infra-red

peripherals supplied with the matrix will only work in to and out of ports on the matrix and

will not work on any HDBaseT receiver devices. This works vice-versa for IR peripherals

supplied with your HDBaseT receiver device

II. Ensure IR peripherals are inserted in to the correct port. IR RX devices will only work in to a

IR RX port and the same for IR TX devices, the ports are usually labelled on the metalwork

of the product and further clarification is provided in the product user manual

III. For Smart-e devices supplied with an infra-red handset, it can be possible to control the unit

directly by pointing the IR handset at the unit, if you have a problem controlling a unit remotely

from a HDBaseT receiver try the direct IR control method

IV. Try replacing the batteries in the IR handset, it could be that during shipment a button has

been leant on within the box and this has drained the batteries

V. If using a third-party controller to control a Smart-e matrix, ensure the codes selected are

correct. IR codes vary between different models of Smart-e products, so it is important to

ensure you are using the correct ones. NOTE: Any Smart-e product which can be

controlled via infra-red is supplied with an IR handset, this can be used to teach the

relevant IR codes to your third-party handset when it is put in to learning mode. How this

can be achieved should be detailed in the user manual of your third-party controller’s

user manual

VI. If having issues with controlling a source device via infra-red passthrough, verify by using the

handset directly to the source that the unit is controllable and rule out any issues with the

sources IR handset

VII. Check the placement of the IR TX device on the front of the source device, the IR TX should

be stuck in close proximity to the IR receiver of your source. You can consult the

manufacturer for information on this or test via trial and error to see which placement gives

the best result. TIP: IR can be susceptible to noise produced by fluorescent lights and

other light emitting equipment. Secure the IR TX to the source using black electrical

insulating tape, this protects the IR TX from the influences of this destructive external

noise

VIII. Check the placement of the IR RX device. It should be placed in such a way that it is visible

to the signal sent from the IR handset. IR RX devices can also be susceptible to noise, try to

shield the unit from the room lighting and the light emitted by the screen or projector it is

being used with. It is advised on a screen to place the IR RX along the bottom edge of the

screen slightly set back from the front leading edge. This placement will provide the most

reliable results, but this may vary dependant on the particular circumstances of each

installation

8. Ethernet

Ethernet can be used in two ways for Smart-e products, an ethernet connection can be used to control

a Smart-e product or a Smart-e product can be used to extend an ethernet connection via HDBaseT.

A. Ethernet Control of Smart-e Device

I. Firstly, ensure the CATx cable being utilized is working correctly with use of a cable tester or

by using it in place of another cable in a known working setup

II. If being connected to a network switch or router, ensure that both ends of the cable are

terminated to the T568B standard (see section 9 of this manual)

III. If being connected directly to a laptop or PC ethernet port, ensure one end is terminated to

the T568A standard and the other is terminated to the T568B standard. This cable is

commonly referred to as a crossover cable

IV. A quick reference guide for checking the cable integrity is to note the status lights on the

Ethernet port. On an Ethernet port there are 2 LEDs, one green and the other amber. The

green LED when lit shows a connection is established, when not lit it means there is no

connection. The amber LED has three states, on, off and blinking. When off port is

disconnected, when on it means the port is connected but no data is being sent and when

blinking it means the port is connected and data is being transmitted

V. Check the IP address of the unit to be controlled. Smart-e products can vary on whether they

utilize a preferred static IP address or whether an IP address is allocated from a network

dynamically. Using the RS232 control protocol, it is often possible to query the IP address of

the unit

VI. Check that the PC/Laptop/3rd party control device being used, and the Smart-e device are

in the same range. An IPv4 address consists of 4 fields which have a range of 0 to 255 each

separated by a ‘.’ The first three fields of the IP addresses of both the Smart-e device and

the control device should match. It is often possible to change the IP address of the Smart-

e device via RS232

VII. Like the point above, the DNS gateways of both the Smart-e device and control device should

match but this time all 4 fields should be the same. The DNS gateway of a Smart-e device

can often be configured via RS232 communications

VIII. If struggling to get communications from a 3rd party controller once IP and DNS settings

have been checked, try to navigate to the IP address from a web browser as a Smart-e

device with Ethernet control often has a built-in web server. This can help to narrow down

the point of failure

IX. Use the command prompt from a PC within the same IP range to send a ping command to

the IP address of the Smart-e device. With help from a network administrator the results

from this ping test can see if a latency issue or other network variable may be the problem

X. Ensure the cabling meets the requirements of Ethernet cabling, please refer to section 9 of

this manual and follow the advice given for HDBaseT cabling. Pay particular attention to

overall cable length and cable type

XI. If none of the above points identify the problem, please contact support@smart-e.co.uk for

further advise

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