Having Troubles?
Troubleshooting Guide
The following table gives you proper information about troubleshooting about DM NVX Encoder/Decoder.
Problem | Possible Causes | Corrective Actions |
1080p video is intermittent. | The display device is not configured properly. | Configure the display device properly. Refer to the display device documentation for proper configuration to support 1080p video. |
A Crestron HDMI cable is not being used. | Use a Crestron HDMI cable only. | |
The Crestron HDMI cable exceeds the maximum length of 20 ft (6.1 m). | Use a Crestron HDMI cable that does not exceed 20 ft (6.1 m). | |
The HDMI or Ethernet cable connections are faulty. | Verify that all cables are connected securely. | |
The video is not being displayed, but the audio can be heard. | The HDCP settings of one or more DM NVX devices in the signal path do not support the HDCP level of the source. | Ensure that the HDCP settings of all DM NVX devices in the signal path support the HDCP level of the source. |
The display does not support the HDCP level of the source. | Ensure that the display supports the HDCP level of the source. | |
(Applicable to encoder only) A message indicating that the resolution is unsupported appears on the display. | The incorrect EDID is selected for the HDMI input. | Select the correct EDID. |
The resolution of the HDMI input is not supported. | Change the resolution of the input. | |
The video is not being displayed and audio cannot be heard. | Cable connections are faulty. | Verify that all cables are connected securely. |
The incorrect EDID is selected for the HDMI input. | Select the EDID supported by the devices in the signal path. | |
The HDCP settings of one or more DM NVX devices in the signal path do not support the HDCP level of the source. | Ensure that the HDCP settings of all DM NVX devices in the signal path support the HDCP level of the source. | |
Video from a 4K60 4:4:4 encoder (for example, a DM-NVX-36x or DM-NVX-E30) is not being displayed. | An incompatible stream type is set on the 4K60 4:4:4 encoder. | Ensure that the stream type is set to E10/E20 on the 4K60 4:4:4 encoder. |
The resolution of the video source connected to the 4K60 4:4:4 encoder is not supported by the DM-NVX-D10 decoder. | Change the resolution of the video source to 1080p or lower. | |
The analog audio output is not functioning. | The audio is multichannel on the encoder, which does not downmix a 2-channel signal from a multichannel surround sound source. | Switch the audio input to 2-channel audio. |
The video flickers or drops when the DM NVX device is touched or when the metal in the vicinity of the device is touched. | The DM NVX device is not grounded properly. | Properly ground the DM NVX device. |
The DM NVX device indicates that the stream has started, but the video is not being displayed. | Neither IGMPv2 nor IGMPv3 is enabled in the IGMP snooping configuration. | Ensure that IGMPv2 or IGMPv3 is enabled on the network switch. |
Video is flickering or video is not displayed when multiple DM NVX devices connect to a network switch. | Neither IGMPv2 nor IGMPv3 snooping is enabled in the network switch for the associated port or VLAN. | Enable IGMPv2 or IGMPv3 snooping in the correct VLAN. |
Video is flickering when multiple DM NVX encoders connect to a network switch. | The IGMP filter is not set to drop an unknown multicast IP address. | The IGMP filter is not set to drop an unknown multicast IP address. |
A DM NVX multicast stream stopped. | The multicast address is not set properly on the DM NVX device. | Ensure that the multicast address is not a duplicate of a multicast address that is set on another DM NVX device. Use a valid multicast address on the DM NVX device. |
DM NVX streaming video is not seen in the decoder. | The DM NVX decoder is not configured with the correct streaming URL and multicast IP address. | Configure the DM NVX decoder using the correct streaming URL and multicast IP address. |
The video stops suddenly, and the IGMP reports disappear in the network switch. | The IGMP querier is not configured correctly. | Configure the IGMP querier correctly. The recommended setting is the default setting of the network switch. |