EX50: temporary compatibility issue

ex50-pair

 

We have recently become aware of a compatibility issue between the EX-50 extender and certain models of Panasonic televisions, which we are currently working hard to resolve.

If you have a Panasonic TV and experience picture drop-out when using IR with the EX-50 HDMI 50m extender set, then please get in touch with us. We have replacement receivers available that don’t suffer from this issue.

If you purchased EX50s directly from HD Connectivity or the HDanywhere website get in touch via email (support@hdanywhere.com) or phone 01684576348. If you purchased it through a distributor (including AWE, ACE or Unicam) then please contact them directly.

Call: 01684 576 348

Email: support@hdanywhere.com

Troubleshooting: Green screen

Symptom:

There is no picture or maybe a green screen following standby or when switching between source devices via a matrix. Most often this problem occurs once the TV goes to standby, and when brought out of standby to an ‘on’ state, it will not handshake properly and green screen instead of video appears.

Green screen flashes generally indicate a HDCP (Digital Content Protection) handshaking issue, or a HDMI hot plug detect issue between that particular source device and display.

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Troubleshooting: “No picture on one of the TVs connected to my matrix”

In order to effectively troubleshoot this problem, we need to deduce whether or not the matrix, the HDMI cables, extender set, or other connectivity accessories such as wallplates, repeaters or cable joiners are at fault.

Troubleshooting Step 1

Swap the outputs over on the matrix to see whether the problem follows the cable run, or stays associated with the HDMI port. This will help us decide whether it is the cable run or the matrix at fault.

Outcome 1: Problem follows the cable.

You have isolated the issue to be associated with that particular cable run and TV. If possible, try an alternative HDMI cable (such as the one connected to another TV on the matrix) to deduce whether a known to be working cable solves the issue. If it does, there is a good chance that the original HDMI cable is at fault and requires replacing.

Outcome 2: Problem stays with the port on the matrix.

You have isolated the issue to be associated with that particular HDMI port on the matrix. This issue could be hardware or software related.

Firstly, to rule out whether it is a software issue, follow the hard reset procedure (described in manual) to reset the matrix software. If this does not revive the troublesome HDMI port, it is likely that there is a hardware fault with the matrix.

In this case, Contact Customer Services. for a replacement unit.