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.