9. Troubleshooting
Symptom Root cause Action Refer to
GPIO
Connected device
does not respond
Cable connection
problem
the wiring of the plugs.
3.4.13
Output level
cannot be changed
The direction of the
selected pin is set to
input
Check and modify the direction setting
of the desired pin
5.9.3
7.23
USB KVM
USB device does
not operate
Cables are not
connected on both sides
Check the USB cable between TX and
the computer.
Not supported USB
device is connected
Keyboard, mouse (USB HID devices) are
supported mostly, check your device type.
Miscellaneous
Front panel
buttons are out of
operation
Buttons are locked Unlock the buttons
2.9.5
5.11.1
Error messages
received
continuously
Different protocol is set
commands.
5.9.1
7.17.1
How to Speed Up the Troubleshooting Process
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.
Support Team (support@lightware.com) to speed up the troubleshooting process.
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