10. Troubleshooting UCX series – User's Manual 147
Symptom Root cause Action Refer to
USB layer
The USB 3.x data
transmission
does not operate
The USB-C cable is
not appropriate
The USB-C standard allows two cable types: the
Full-Featured Type-C Cable Assembly or 2.0
Type-C Cable Assembly. The latter one will not
operate for USB3 Gen1.
4.5
Always use a high-quality cable. Noname cables
not guaranteed the USB 3.x support.
4.5
The active Thunderbolt3 cable is not
appropriate because it is not compatible
backwards (with USB 3.x). The passive TBT3
(20Gbps) cable could be proper when it
supports USB3 Gen1 or Gen2.
4.5
Not proper
Displayport
alternate mode
setting
Check if the DPAltmode Policy is set to Prefer
USB3 (Force D) or Auto.
6.7.1
8.11.2
The USB 2.0 data
transmission
does not operate
IR drop level of the
USB Type-C cable
is low.
It can cause communication problems. Always
use high quality cables.
4.5
The USB 2.0 data
transmission or
Power delivery
do not operate or
If the resistor of
the conductor in
USB-C cable is too
high, the voltage
difference could
be more, than
cause USB 2.0 or
Power Delivery
communication
problems.
Always use high quality cables.
4.5
Power via USB-C
BYOD charges
slowly
The BYOD needs
The error message will appear, because the
4.2.5
Not proper the
power setting of
the USB-C port
Check the output power setting the connected
port. 6.7.1
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.
Support Team (support@lightware.com) to speed up the troubleshooting process.
AUDIO
OUT
OUT 2
HDMI USB-B
USB
CONTROL
SERVICE
IN 4
INPUT SELECT
HDMI USB-B
IN 3
SERVICE
USB-C USB-C
OUT1
VIDEO
IN 1 IN 2
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