9. Troubleshooting MX-FR Series Modular Matrix Frames – User's Manual 125
working hard to provide the fastest support
best in the industry and in the toughest of cases
we can directly consult with the hardware or
software engineer who designed the product to
get the information from the most reliable source.
However, the troubleshooting process can be
even faster… with your help.
This information is the following:
▪
▪ Serial number(s) of the device(s) (it is either printed somewhere on the box or you can query it in the
Device Controller software or on the built-in website).
▪ Firmware versions of the devices (please note that there may be multiple CPUs or controllers in the
▪
▪ Patch panels, gender changers or anything else in the signal path that can affect the transmission.
▪ Signal type (resolution, refresh rate, color space, deep color).
▪
▪ Actions to take in order to re-create the problem (if we cannot reproduce the problem, it is hard for us
▪
it too).
▪ Error logs from the Device Controller software.
▪
software.
The more of the above information you can give us the better. Please send these information to the Lightware
Support Team (support@lightware.com) to speed up the troubleshooting process.
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1
2
2
3 4 5 6 7 8 9
3 4 5 6 7 8 9
9x9 DIGITAL MATRIX ROUTER
Symptom Root cause Action Refer to
Serial Connection Problems
Cannot connect to
command via RS-232
port
Not the right protocol is
selected
Check the current protocol setting and set
the desired option.
4.8.5
Not the right cable is
plugged in
Check the connection: a straight-through
male-female serial cable is needed.
3.12.5
Serial port settings do
not meet
Set the same parameters in the matrix and
in the connected serial device
4.7.2
TP/TPS port problems
Picture is not
displayed or distorted
The CATx cable is
connected to an
Ethernet interface
Check the cable connections.
2.2
Low quality CATx
cables applied
Due to high data rates, high quality cabled
cables.
The crimping of the
CATx cables is not right
Check the wire colors of the connectors to
meet the requirements.
3.12.4
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