9. Troubleshooting
Symptom Root cause Action
Refer to
RS-232 signal
Connected serial
device does not
respond
Cable connection problem
the wiring of the plugs.
11.9
RS-232 settings are
different
Check the port settings of the transmitter
7.17
RS-232 mode is not right Check the RS-232 mode settings (control,
command injection, or disconnected)
7.17
Messaging via serial port
is not working
apply escaping in the message.
7.18
Network
No LAN
connection can be
established
Incorrect IP address is set
Use dynamic IP address by enabling
DHCP option.
2.6.3
7.12.1
Restore the factory default settings (with
2.6.4
6.3.13
7.4.4
Check the IP address of the other devices, too.
is not working
7.14
Miscellaneous
Front panel
buttons are out of
operation
The buttons are locked Disable control lock.
2.6.6
LW3
7.4.7
Always receiving
error messages
Different protocol is set
and use the proper protocol commands.
CEC message
sending does not
work
The CEC feature is not
enabled in the connected
(third-party) device
documentation to enable the feature.
How to Speed Up the Troubleshooting Process
is always working hard to provide the
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
▪
▪ 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.
Support Team (support@lightware.com) to speed up the troubleshooting process.
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