Atlona Help Center

KB01662 - Troubleshooting the PRO3 Matrix


SKUs: AT-UHD-PRO3-44M, AT-UHD-PRO3-66M, AT-UHD-PRO3-88M, AT-UHD-PRO3-1616M

Summary: Troubleshooting the PRO3 Matrix

If your UHD-PRO3 matrix 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 and will give you a head-start on the troubleshooting process recommended by our Technical Support Team.


 

Inconsistent Switching and Lock-ups, caused by:

 

  • HDBaseT Cables--the most common cause of PRO3 matrix instability.
    • HDBaseT cables and terminations must be of the highest quality due to the high bandwidth and power supplied to HDBaseT receivers.
    • Punch-downs, keystones, and couplers are not recommended, will severely degrade performance, and may cause matrix instability and video issues even on other output zones.
    • See this article for cable testing help.

 

  • Receiver Failure
    • Occasionally HDBaseT receivers may fail. The HDBaseT errors generated can cause matrix instability and video issues even on other output zones, similar to the errors caused by poor cable quality.
    • An HDBaseT test can help identify both receiver and cable challenges.
    • See the following article for more information on receiver troubleshooting.

 

  • Excessive Network Traffic
    • The network adapter on the PRO3 is intended for simple device control and configuration. If you have a device on the network which is sending an excessive number of packets to the PRO3 network port, the PRO3 may crash.
    • Make sure you have IGMP snooping enabled if you are using multicast on your network.

 

  • Excessive Control System Polling
    • A control system may be configured to poll the matrix too quickly. Add a short delay between commands. 100 ms is sufficient.

 

  • Corrupt or Older Firmware
    • Power surges and other extreme environmental factors can cause corruption of firmware.
    • There are stability improvements in later firmware.
    • Use an uninterruptible power supply with surge protection.
    • Update or re-flash the latest firmware: 44M | 66M | 88M | 1616M

 


 

No Audio Output, caused by:

 

  • Wiring or System Design
    • The UHD-PRO3 is not an audio matrix and sources must use 2 CH PCM to utilize the audio de-embedding feature of the PRO3. See this article on how the matrix de-embeds audio.
    • Ensure audio cables are stripped appropriately, tight in the connector blocks, and that no strands are shorting across wires. The PRO3 supports unbalanced audio output:

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  • Incorrect EDID
    • EDIDs may need to be set in the PRO3 to ensure your sources are supplying 2CH PCM audio.
    • Try 1080P 2CH on all your sources as a test:

 

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No or Distorted/Flickering Video Output, caused by:

 

  • HDBaseT Cables
    • HDBaseT cables and terminations must be of the highest quality due to the high bandwidth and power supplied to HDBaseT receivers.
    • Punch-downs, keystones, and couplers are not recommended, will severely degrade performance, and may cause matrix instability and video issues even on other output zones.
    • See this article for cable testing help.

 

  • Receiver Failure
    • Occasionally HDBaseT receivers may fail. The HDBaseT errors generated can cause matrix instability and video issues even on other output zones, similar to the errors caused by poor cable quality.
    • An HDBaseT test can help identify both receiver and cable challenges.
    • See the following article for more information on receiver troubleshooting.

 

  • EDID
    • Set the EDID on all of your inputs to the lowest common resolution of your output signal chains.
    • See the following article for more information on EDID.

 

  • HDMI Cables
    • Active HDMI cables and directional HDMI cables can cause degraded video performance and may interfere with HDCP handshaking.
    • HDMI cables can be intermittent and are especially prone to failure when mounted on articulating TV mounts.
    • Swap your HDMI cables or try different cables.

 

  • Video Mute Enabled
    • Video muting may have been enabled by a control system
    • Log in to your PRO3 using Telnet, SSH, or RS-232 and send the x?$ sta command, where ? is your port number, to see if video muting is enabled on that port.

 


 

Cannot connect to the Web Interface

 

  • Please see the following article:

KB01605 - Accessing the Web Interface of your UHD-PRO3 Series Matrix Switcher

 

 Article ID: KB01662

 

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