KB01534: How to Troubleshoot HDBaseT Extenders

Subject: How to Troubleshoot HDBaseT Extenders

This troubleshooting guide will help determine the cause of any challenges you may be facing with HDBaseT extenders (transmitters and/or receivers)

Items:

• HDBaseT transmitter such as the AT-UHD-EX-70-TX or an HDBaseT matrix such as the AT-UHD-PRO3-88M
• HDBaseT receiver such as the AT-UHD-EX-70-RX

No Power

1. Check these related Help Center articles:
   1. KB01285 - What does a flashing power LED light mean?
   2. KB01559 - Powering HDBaseT Extenders via USB 5V
2. Check the connected circuit
   1. If there is no power at the circuit, move to a known working circuit.
   2. If this does not restore power,
3. Try another power supply
   1. If the new power supply restores power to the unit and the old one still does not work, reach out to support@atlona.com to confirm you've gone through these steps and we will send you a new power supply.
   2. If the new power supply does not restore power,
4. Try to power via USB 5V
   
   1. If this fails to restore power to the unit or is otherwise an unacceptable workaround, reach out to support@atlona.com to confirm you've gone through these steps and we will work with you to process a warranty return/repair/replacement.

Power, but no Link

1. Check these related Help Center articles:
   1. KB01553: AT-UHD-PRO3 matrices: “Randomly losing one or more HDBaseT outputs, and a power cycle temporarily resolves the challenge.”
   2. KB01075 - HDBaseT optimal performance CAT cable chart
2. Connect the devices via HDBaseT using a known-good short factory-made shielded category cable 5e or better
   1. If link is restored, the infrastructure cable is suspect and should be re-terminated or replaced.
   2. If link is not restored, reach out to support@atlona.com to confirm you've gone through these steps and we will work with you to process a warranty return/repair/replacement.

No Video/Audio

1. Check these related Help Center articles:
   1. KB01194 - Unable to get video or audio to pass through HDBaseT extenders
   2. KB01073 - Troubleshooting audio issues when using UHD-EX extenders and an AVR
   3. KB01554 - No 4K Video with UHD-EX HDBaseT Extenders
   4. KB01068 - Why am I unable to pass certain 4K signals over my AT-UHD-EX extenders but 1080p works?
   5. KB01063 - Do Atlona extenders work well with directional HDMI cables?
   6. KB01427 - DirecTV not passing 4K even though I have access to 4K content in the channel guide.
   7. KB01064 - No video output when connecting Atlona HDBaseT products with some older models of Scientific Atlanta (Cisco) cable boxes
   8. KB01543 - How to perform a FW update on the AT-UHD-EX extenders
   9. KB01492 - How to verify the RX Firmware of AT-HDR-EX-70C and AT-HDR-EX-100CEA HDR extenders
   10. KB01532 - How to update FW on the HDR-EX-70C and HDR-EX-100CEA
   11. KB01072 - Can I extend the maximum distance of my Atlona extenders to exceed 100 meters they are advertised for?
2. Check whether there are any known compatibility challenges with the interconnected devices
   1. If there are any known compatibility challenges with the interconnected devices, test with compatible devices and cables.
   2. If compatible devices and cables fail and you still experience challenges with your HDBaseT extenders, reach out to support@atlona.com for further support.
   3. If there are no known compatibility challenges with the interconnected devices but the challenges are isolated to certain devices in the system,
3. Check that the interconnected devices are within technical specifications of one another
   1. If the interconnected devices are within technical specifications of one another, try new HDMI and HDBaseT cables.
   2. If known-good cable replacements continue to experience challenges isolated to certain devices in the system that should be compatible, reach out to support@atlona.com for further support.

Article ID: KB01534