Atlona Help Center

KB01591 - Troubleshooting HDBaseT Extenders


Summary: Troubleshooting HDBaseT Extenders

If your HDBaseT extender is not performing as intended, the following troubleshooting guide will help pinpoint the causes of the challenge you are experiencing with your system.

We hope that this guide is helpful to find the cause and will give you a head start on the troubleshooting process recommended by our Technical Support Team.





If your link light is flashing or off, improve HDBaseT connection quality.

  • Test a factory-made cable between the transmitter and the receiver.1 A good test cable should be more than 3', but otherwise short to minimize the effect of noise sources in the environment.
  • Long runs, too many terminations, or low quality terminations will impact performance.
    • Avoid using EZ style connectors.2
    • Re-terminating cables can improve performance even if the cable was previously working.3
    • For more information, see HDBaseT category cable performance.



If your power light is flashing or off, improve power connection or quality.



If you are experiencing no video or intermittent video, check your equipment compatibility, specifications, and cables.

  • Check equipment compatibility
    • Older equipment, such as older Scientific Atlanta cable boxes, do not support the HDMI clock stretching feature required for HDMI extenders. See more here.
  • Check equipment specifications



If your UHD extender is not passing 4K, ensure the display and source are not attempting to use signals beyond the UHD extender specifications.



If your extender is not passing audio or you hear audio noise, address wiring concerns and system configuration.

  • Check terminal blocks and wiring
    • Ensure all audio terminal blocks are fully inserted, the screws are tight on the bare wire, and no strands are shorting across the terminals.
  • Check the EDID settings
    • Ensure the devices at the receiver, displays, or other signal sink devices are requesting appropriate audio from the source. If you are using the analog outputs of your extender, ensure the EDID is requesting 2 channel PCM.
  • Find the noise source
    • If you experience audio noise but good video signal, the noise source is likely external to the HDBaseT connection.4 Check the analog signal cabling and connections in your system.
    • Buzz which changes when touching equipment occurs when there is a lifted ground or if equipment is grounded across two circuits which have a high impedance between them. Atlona recommends powering your extenders on the same circuit.



If your extender is not passing IR or RS-232 signals, address wiring concerns and system configuration.

  • Check terminal blocks and wiring
    • Ensure all terminal blocks are fully inserted, the screws are tight on the bare wire, and no strands are shorting across the terminals.
    • If not using Atlona branded IR transmitters and receivers, check the IR manufacturer instructions for wire color notes. The wire colors may not match the colors in the Atlona manual.
    • Ensure that your IR emitter is in the right spot. Using a flashlight can help reveal the IR receiver inside your equipment front panel.
  • Check compatibility
    • Make sure your IR receivers are compatible with your Atlona HDBaseT extenders. Atlona uses standard 12V IR receivers. Some IR buds from other manufacturers do not use the 12V receiver standard and are not compatible with Atlona extenders.
    • If you are trying send RS-232 commands to a device that receives HDBaseT directly, such as a projector, ensure the receiving device supports HDBaseT 5Play.
  • Verify operation
    • You can check to see if your IR emitter is working by looking at it through a cell phone camera. Most cameras pick up IR wavelengths.
  • See this article for additional information on troubleshooting RS-232.



If the above steps do not improve the performance of your extender, Atlona Technical Support is here to help you. The following general troubleshooting steps will help us narrow down the cause of equipment behavior which does not meet expectations:



1. HDBaseT can push category cables to their performance limits. Since the HDBaseT standard is different than those used for regular network traffic, a network cable tester or certifier pass may not predict HDBaseT performance. HDbaseT signaling is similar to 10GBASE-T.

2. It is more difficult to achieve quality terminations with EZ connectors.

3. If the plating on the connector has been compromised or if the cable was not well crimped, oxidation will lower connection quality over time.

4. Audio and video are encoded as one signal as they pass from transmitter to receiver. If you have audio but no video, or vice versa, the cause will be external to the HDBaseT link.

5. In addition to improvements built into updated firmware, site-wide power problems and other noise in the environment can cause software corruption in most electronics. A firmware refresh can resolve unexpected equipment behavior. Some firmware updates improve error correction and recovery from noisy signals.

6. Power supplies are vulnerable to site-wide power fluctuations and are generally the most common point of failure in all electronics.


Article ID: KB01591

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