Extron Electronics VN-Matrix 250 User Guide: Troubleshooting
Troubleshooting: Extron Electronics VN-Matrix 250 User Guide
Troubleshooting
If you have followed the procedures on the preceding pages, you should by now have set
up at least one VNE 250 encoder and one VND 250 decoder, and be able to display the
source (encoder) signal on the display (decoder). If not, this section will help diagnose most
problems you may encounter.
If there are problems with the VN‑Matrix system, you can find information about the problem
from these sources:
z Front Panel Status Indicators
z Front Panel LCD Menu
z Controller Web User Interface
Use the Troubleshooting Guide to determine what the problem is.
The previous section (see page 111) provides information about Alarms, which can provide
important information for diagnosing problems within the system.
TIP: In systems with multiple units, you can identify a specific unit with the Unit
Identify Mode (see page 12). This option is only available with the Enterprise
Controller.
VNM 250 • Troubleshooting 114114
Front Panel Status Indicators
Name Color Function
Control Orange Indicates the status of the control network port:
Fully lit or Flashing intermittently — control data is being
transmitted or received by the port.
Unlit — no data or no network connection detected.
Stream Orange Indicates the status of the active network port (streaming):
Fully lit or Flashing intermittently — system control or source data
is being transmitted or received by the port.
Unlit — no data or no network connection detected.
Status Green Indicates the status of the VNE 250 or VND 250
Condition Encoder (source) Decoder (display)
Unlit No source input detected. No stream being received.
Flashing Source being streamed. Stream being received.
Fully Lit Source present but not
N/A
being streamed (for
example, the unit is
currently disabled or in
standby mode).
Alarm Red Fully lit — indicates that a critical alarm has occurred.
Flashing — indicates an over‑temperature condition.
For complete information, see Alarm Types on page 111.
Front Panel LCD Menu
The default menu screens provide current status information:
z The Device summary screen provides information about the IP address and the subnet
mask of the device.
z The Encoder input summary screen provides information on the currently selected
source.
z The Decoder output summary screen provides information on the current output mode
and the status of the output itself.
z The Controller summary screen provides the IP address of the system controller and
its status.
z The Connection summary screen provides information on the active connections that
are in place.
TIPS:
• To help when reviewing this information, it is possible to pause the default cycle and
step through each screen using the rotary encoders.
• To pause the cycling of the default screens, press and hold the Next button on the
front panel.
• To step through each top level screen use the left hand rotary encoder; to step
through each item in a screen, use the right hand rotary encoder.
• To cancel the pause mode, press the Menu button.
VNM 250 • Troubleshooting 115
Default Menu Screens (Encoder)
Input
Controller
[HDMI/VGA/None]
Input
Controller
Input
[Status]
[Resolution]
Controller
Input
[IP Address]
[Format]
Connection [Transport]
Device [Firmware Version]
[Status]
[Device Serial Number]
Connection [Transport]
Device [Firmware Version]
[Bit rate]
[Name]
Connection [n] [Transport]
Device LAN2
[Connection count]
[IP Address]
Connection
Device LAN2
Device
[Subnet Mask]
Figure 93. VNE 250 Encoder Default Menu Screens
Default Menu Screens (Decoder)
Output
Output
Controller
[Mode]
Controller
Output
[Status]
[Status]
Controller
Device [Firmware Version]
[IP Address]
[Device Serial Number]
Connection [Transport]
Device [Firmware Version]
[Status]
[Name]
Connection [Transport]
Device LAN2
[Bit Rate]
[IP Address]
Connection [Transport]
Device LAN2
Connection
[Source IP]
[Subnet Mask]
Device
Figure 94. VND 250 Decoder Default Menu Screens
VNM 250 • Troubleshooting 116
Controller Web User Interface
When troubleshooting using the Web UI, the following links may provide useful information
about the cause of the problem:
Encoder Device tab (page 45)
Decoder Device tab (page 57)
Alarms tab (page 37)
Alarm Logs tab (page 38)
SNMP (page 39)
Alarms (page 111)
Troubleshooting Guide
The following section provides information about problems that you might encounter and
offers methods to diagnose the problems. In small systems, using a VNM 250 device as
system controller, follow the links provided for suggestions about resolving the problem. In
large systems, controlled by a VN‑Matrix Enterprise Controller, see the VN‑Matrix Enterprise
Controller User Guide to resolve the problem.
No Web UI Pages Served
Cause Check
Controller is not
Check that the controller is powered on (see
Power on page 14).
powered on.
Incorrect controller
Check that you have the correct IP address for the controller by pinging the controller
IPaddress in use.
from the control PC.
PC not configured
To change the controller IP address, see
Low Level Device Configuration on
correctly.
page24.
If the controller IP address is correct, ensure that the PC network interface is correctly
configured.
Using an unsupported
If you are using a VNM Enterprise Controller or VNM 250 device as the system
web browser
controller, you must use one of the following browsers:
• Windows Internet Explorer (version 8 or later)
• Mozilla Firefox (version 20 or later)
• Google Chrome (version 30 or later)
Incorrect Web server
Check that the Web server port number is set correctly on the controller (see option 19
port number
in
Low Level Device Configuration on page24).
By default, browsers use 80 as the web server port. If another port has been set, the
URL must be appended with :port number.
For example
192.168.254.254:8080.
VNM 250 • Troubleshooting 117
Device Not Listed in the Device List Page
Cause Check
The device is not
If the front panel LEDs are unlit and the front panel LCD menu is not cycling through
powered on.
the default menu, the unit is not powered on.
Check that the power supply is connected to the rear panel receptacle and that the
IEC cord from the power supply is connected to a suitable power source (see
Power
on page 14).
If necessary, try using a different power supply unit.
There is a fault with the
When the Alarm LED on the front panel flashes red, there is an over temperature
power or the device is
condition and the unit shuts down.
over temperature.
Ensure the grills on the front and rear panels are not obstructed and check the
ambient temperature.
Cycle the power off and on to reset the unit.
The device has an
Check that the IP address assigned to the VNM 250 unit is correct.
incorrect IP address or
The IP address and subnet mask for the device are displayed in the default menu
subnet mask.
screens.
To change the IP address or subnet mask for the unit, see
Low Level Device
Configuration on page24.
The device has an
The Controller IP address must be the IP address of the Enterprise Controller or, in
incorrect controller IP
small systems, the IP address of the streaming port for the device acting as system
address.
controller.
The controller IP address assigned to the unit is displayed by the front panel default
menu.
To change the controller IP address, see
Low Level Device Configuration on
page24.
No Gateway address
If the VNM 250 device and the controller are in different network segments,
set on the device.
an appropriate gateway address must be provided. Check with your network
administrator if this is required.
To change the Gateway address for the unit, see
Low Level Device Configuration
on page24.
Bad or missing network
Check that the cable connecting the VNM 250 unit to the network works correctly and
cable
is securely seated in the Streaming LAN receptacle (LAN port 2).
NOTE: This issue will normally be accompanied by a Controller Not
Available status in the front panel LCD menu Controller Summary screen.
Encoder — Input Signal (Video) Issues
This checklist helps to identify problems associated with the video input on an encoder.
Cause Check
No source connected
Check the connecting cable to see if it is faulty.
to the encoder inputs.
Check that a video source is connected to one of the video inputs and that the cable
is securely connected.
TIP: Extron recommends that HDMI cables are secured to VNE 250 unit, using
a LockIt HDMI Cable Lacing Bracket.
When no source is connected, the encoder Default Menu Screen (see page 91)
shows None. If a source is connected, the menu screen shows the signal type (HDMI
or VGA), the resolution, and format for the selected source.
In the web UI, check the status of the
current mode and source status fields (see
page46) to ensure the source is recognized by the VNE 250.
The loop‑through
If there is no image on the loop‑through display, check whether it has been disabled
output is disabled.
(see the encoder front panel
Input sub-menu on page 96).
VNM 250 • Troubleshooting 118
Cause Check
The loop‑through
Connect the source directly to the display and check that an image is shown.
display is incompatible
with the input.
The VNE 250 does not
The VNE 250 accepts VGA, DVI (with appropriate adapters), or HDMI signals. Other
support the input signal
video types are not recognized and cannot be streamed.
format.
In the web UI, check the status of the
current mode and source status fields (see
page46) to ensure the source is recognized by the VNE 250.
For a PC source, try selecting another fixed mode in the EDID list for that input (analog
or digital). Selecting a fixed mode with the same resolution and a 60 Hz refresh rate
may bring the source into range (see
Video input — EDID settings on page 46).
For unsupported analog sources, it may be possible to construct a
Custom Input
Mode (see page 79).
The HDCP Authorize
Check to see if the source is HDCP encrypted.
setting is incorrect.
When HDCP‑encrypted content is transmitted to a non‑HDCP compliant display, a
full‑screen green signal is seen on the output screen. This mechanism is managed
by the VNM 250 device. However, under these circumstances, some Blu‑ray players
output a blank, black image in place of content and this can be misleading.
Check the setting of the
Video input — HDCP authorization control (see
page47). For most HDMI sources the box must be checked. Try toggling between
checked and unchecked.
The wrong input is
The VNE 250 has digital (HDMI) and analog (VGA) connectors. The input can be forced
selected.
to a specific input type. Ensure that the correct video input is enabled (see
Video
input — channel selection on page 47).
Decoder — Problems with Viewing the Decoded Image
This checklist helps to identify problems with viewing a stream on the decoder.
Cause Check
Connecting cable is
Check the cable connecting the VND 250 to the display to see if it is faulty.
faulty.
TIP: Extron recommends that HDMI cables are secured to VND 250 unit,
using a LockIt HDMI Cable Lacing Bracket.
The decoder is
Check that the device mode is set to
enable (see the decoder front panel Output
disabled.
Sub-menu on page 106 or the web UI Device Setup on page 57).
The display is unable
If the decoder output format is set to
auto, try setting it to monitor. This forces the
to support the output
output format to match the preferred mode of the display. Make sure the scale option
signal format.
is selected (see
Display tab on page 58).
The VND 250 does
If the decoder output format is set to
auto, try setting it to monitor. This forces the
not support the output
output format to match the preferred mode of the display. Make sure the scale option
signal format.
is selected (see
Display tab on page 58.
The display is not
When HDCP‑encrypted content is transmitted to a non‑HDCP compliant display, a
HDCP compliant.
full‑screen green signal is seen on the output screen. This mechanism is managed by
the VNM 250 device.
NOTE: Streams that are not HDCP‑encrypted may be viewed on
non‑compliant displays.
The HDCP mode check
When
HDCP mode is enabled (see page 59), the display output signal is
box is set.
HDCP‑encrypted for all source (stream) types. If the decoder display is not HDCP
compliant, the a full green signal will be shown at all times. The HDCP mode setting is
used to improve the clean switch performance when HDCP streams are used.
VNM 250 • Troubleshooting 119
Cause Check
Power Save mode is
The decoder display enters power save mode if the stream assigned for decoding is
enabled.
no longer available and the power save mode is enabled in the decoder front panel
Output Sub-menu (see page 106) .
No stream is assigned.
Check that a video stream has been selected (see
Assigning a video source
stream on page 59).
The Encoder is not
Check that the encoder has a compatible video source, that the correct input is
correctly configured.
selected, and that the HDCP settings are configured correctly. Refer to
Encoder —
Input Signal (Video) Issues on page 118.
More than four
A maximum of four streams are supported from each encoder when the transport
decoders connected in
is RTP unicast. No image is decoded for additional connections to more than 4
RTP unicast mode.
decoders. See
Unicast RTP — An Overview (page 5)
Program Audio Problems
Cause Check
Audio input not
The encoder program audio source is selected in the web UI (see
Audio Input
selected.
Selection on page 54). Check to ensure that the correct input setting is selected.
Analog audio input level
The analog program audio input level is adjusted on the encoder (see
Configure
is not set correctly on
(AudioPort0) Tab on page 53). An incorrect setting may result in overloading of the
the encoder.
input or audio that is low in volume.
NOTE: HDMI audio level cannot be adjusted.
HDMI audio format is
VNM 250 devices support 24‑bit stereo PCM and AC‑3 (Dolby 5.1) digital audio
not supported.
formats. Check the
Audio status field to ensure that the digital audio is supported
(see page 53).
No audio stream has
Check that the audio stream is selected on the decoder (see
Assigning an audio
been assigned on the
source stream on page 60).
decoder.
The program audio
The program audio can be output on either or both of the HDMI or analog outputs.
output has not been
Check that the required output is selected on the decoder (see
Audio output
selected on the
selection on page 63).
decoder.
The analog program
Ensure the Mute check box is not selected (see
Audio output selection on
audio output is muted
page63).
on the decoder.
The analog audio
Check the correct value has been entered in the Analog Output Level text box (see
output level is
Audio output selection on page63).
incorrectly set on the
decoder.
VNM 250 • Troubleshooting 120
Return Audio Problems
Return audio requires settings to be made on both the encoder and decoder.
Cause Check
The return audio input
Ensure the Analog input enable check box is selected on the decoder bandwidth tab
has not been enabled
(see
Return audio configuration on page 63).
on the decoder.
The return audio input
The input level is adjusted using the Analog input level text box on the decoder
level is not set correctly
bandwidth page (see
Return audio configuration on page 63).
on the decoder.
A program audio
A program audio stream must be assigned on the decoder; return audio will not
stream has not been
operate if the decoder is not receiving a program audio stream.
assigned on the
Ensure that the program audio stream check box is selected (see
Assigning an
decoder.
audio source stream on page 60)
A return audio source
Select a source from the Reverse audio source drop down. See
Analog output level
has not been selected
(return audio) on page 55.
on the encoder.
The return audio is
Ensure the Analog output check box is enabled on the encoder
Configure Audio
not enabled on the
page (see page 53).
encoder.
The return audio output
The output level can be adjusted using the Analog output level text box on the
level is not set correctly
encoder
Configure page (see Analog output level (return audio) on page 55).
on the encoder or the
output is muted.
VNM 250 • Troubleshooting 121
Оглавление
- User Guide
- Introduction
- Installation Overview
- Front Panels
- Rear Panel and Connections
- System Configuration with the Enterprise Controller
- Low Level Device Configuration
- VNM 250 GUI Overview
- Configuration with the VNM 250 GUI
- Front Panel Menu Configuration
- Alarms
- Troubleshooting
- Reference Material
- SIS Commands
- Mounting
