9. Troubleshooting UMX-TPS-TX100 series – User's Manual 109
Lightware’s technical support team
is always working hard to provide the
fastest support possible. Our team’s
response time is one of the 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
▪ Cable lengths and types.
▪ 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
▪ Photo or video about the problem (for example: "image noise" can mean many different things, it’s
better if we see 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.
VIDEO AUDIO
DVI-A Video
Autoselect
HDCP
Audio2
DVI-D
DP
DVI-D
DP
SHOW
ME
AUDIO
SELECTINPUT STATUS
VIDEO
SELECT
HDMI HDMI
VGA
Audio1
RESET
AUDIO1 IN HDMI IN DP IN VGA IN
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