A basic guide to troubleshooting video issues
If you find yourself encountering issues with the picture (either poor quality or no picture) then the following list of common problems and solutions will help you diagnose the problem.
Firmware – Ensure your devices are on the most up-to-date firmware. Check the manufacturer’s website and use the menu settings on any internet-connectable device, such as sources, sinks, displays, projectors, AVRS, etc etc.
Power – Check that both the MHUB and the receivers are fully powered. The front panel of the MHUB should be illuminated* and the power light on the receiver should be on. If the receiver isn’t powered try an alternate power supply from another receiver that you know works. Alternatively, if you’re using the USB power supplies double check that the USB port you are using is supplying the appropriate current.
Is your transmission distance too long? – If you have a power light but the lock light isn’t illuminated this can indicate an issue with the signal strength. The maximum transmission distance for the mHub 2K range is 50m in best-case scenarios and 100m for the MHUB 4k Range. The transmission distance can be reduced by several factors, most commonly wall plates, patch panels and stranded patch leads can significantly reduce signal strength and potentially reduce the maximum distance the matrix can transmit signal. Whenever possible you should try to use a straight point to point connection to guarantee maximum distance.
Resolution – Check that you are using compatible resolutions between your source devices and displays, in particular you should be looking for situations where a TV is perhaps older than the rest of your displays and doesn’t support the same video formats (for instance it only supports 720p) Try reducing the resolution on your source devices and see if this fixes the issue. Also, if reducing the resolution causes the picture to appear again this can point to an issue with the bandwidth which can be addressed by reducing the transmission distance.
Snow/Sparkly picture – This is most often seen when the MHUB is failing to fully establish a connection with the receiver. Your first step should be to use another working location to verify the integrity of both the receiver and output on the matrix. Once you are happy both the receiver and MHUB output are working you should take a look at all your cables. Check that your RJ45 connectors are properly terminated to 568B standards and try swapping out the HDMI cables for ones from working locations.
* – with the MHUB family of products, If the unit has been idle for 5 minutes the panel may have gone into power-saving mode