10. Troubleshooting MMX8x4-HT series – User's Manual 174
working hard to provide the fastest support
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:
▪ Schematic (a pdf version is preferred, but a hand drawing is sufficient).
▪ 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
device and we need to know all of their firmware versions, a screenshot is the best option).
▪
▪ 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).
▪ Emulated EDID(s) (please save them as file and send them to us).
▪ Actions to take in order to re-create the problem (if we cannot reproduce the problem, it is hard for us
to find the cause).
▪
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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