SKUs: AT-UHD-SW-510W
Summary: AT-UHD-SW-510W Troubleshooting—
If your AT-UHD-SW-510W 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.
Contents
- Start with A Firmware Update
- My Front Panel Input Lights Are Cycling
- Troubleshooting Casting
- Audio Troubleshooting
- Video Troubleshooting
- Networking and Web UI
Start with A Firmware Update
- The 510W is constantly being updated and improved to keep up with the development of new sources, displays, and casting protocol implementations.
My Front Panel Input Lights Are Cycling
The front panel input lights on the 510W cycle up and down when the unit is waiting for one of its internal components to boot up.
- This is normal behavior during boot up and firmware updates.
If the cycling does not stop after 5 minutes,
- A USB recovery will correct potential software corruption. See this 510W USB recovery article for more details.
- Cutting power to the 510W can cause corruption in its filesystem and cause your front panel lights to continuously cycle.
- Use the shutdown button in the Web UI or a shutdown command from your control system when possible.
- Use a UPS to power the 510W.
Troubleshooting Casting
Wireless Dongles
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Infrastructure Network Considerations
- The casting session itself can be sent over your infrastructure Ethernet or WiFi if your 510W has infrastructure network access.
- If an infrastructure network is unavailable, casting is handled by the wireless dongles on the 510W.
Casting Performance and Latency
- Performance depends on wireless signal quality and network configuration.
- During installation, you may have to coordinate with your IT administrator for the best performance.
- Some latency is unavoidable due to the compression, networking, and cryptographic services involved.
- Plan for > 600 ms latency for Google Cast and > 300 ms for Miracast and Airplay.
- Jitter and casting failure is generally caused by infrastructure network bottlenecks.
Device discovery for AirPlay and Google Cast.
- mDNS packets announce the 510W's presence on your network to enable users to find your 510W on device lists for casting.
- mDNS is sent multicast on UDP port 5353.
- Google Cast also uses SSDP on UDP port 1900.
- For more network port information, see below.
See the IT Deployment Guide for more details on network setup.
- IT Deployment Guide available on the 510W resources page.
Google Cast Troubleshooting
My 510W is not showing up on the Google Chrome cast device list
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Miracast Troubleshooting
- Cannot find the 510W in the Miracast device list
- A USB wifi antenna (included with the 510W) must be used for Miracast device discovery even if you don't intend to use other wireless features.
Airplay Troubleshooting
- Make sure mDNS packets are being handled on your network correctly. The 510W uses mDNS to announce its presence on the network. You can use an mDNS scanner to see if you're receiving mDNS packets from the 510W.
Audio Troubleshooting
I am not getting audio output from the 510W analog outputs.
- The 510W supports de-embedding of 2CH audio only. Set a 2CH EDID for your source and ensure your source is outputting 2CH audio.
- Some sources may not support the built-in EDIDs. Try different 2CH EDIDs.
- Double-check your wiring. Make sure there are no strands of wire shorting across the terminal blocks.
- You may also be able to set a compatible 2CH EDID by connecting a display with 2CH audio enabled
- Select its EDID in the drop-down.
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Try the built-in 2CH EDIDs |
Try using the EDID from your display, if your display supports 2CH audio.
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I hear hiss, hum, or popping.
- Check Wiring
- Balanced connections are better for rejecting interference and recommended for longer runs.
- Make sure there are no grounding issues. Try putting your 510W on the same circuit as your amplifier or DSP. Make sure your analog ground is connected at both ends.
- Avoid bundling power and audio cabling together.
- Please see this article for help on connecting your green audio phoenix blocks.
Video Troubleshooting
No video when using an HDBaseT receiver
- Make sure your receiver has power. The AT-UHD-SW-510W does not provide PoE over HDBaseT.
- Route the video source to a display connected to the HDMI output
- If this works, continue to KB01591 - Troubleshooting HDBaseT Extenders
No video with certain sources
- Check your EDID settings. For more about EDID, see this article.
- You may need to disable HDCP support.
Video snow or green screen
- Try new HDMI cables.
- Some sink devices, like video conference systems, do not support HDCP. You may need to disable it.
Networking and Web UI
Accessing the Web UI
Please see this article on accessing the 510W Web UI.
If you cannot connect:
- Your 510W has a wireless AP built in. With the included wireless dongles installed, search for a wireless network with the name sw510w-xxxx.
- Connect to this AP. You should now have access to the web interface.
- Ensure you are on the same network as your 510W. Plug into the same network switch if possible.
If you cannot find your 510W on the network, here are some alternative ways to discover it:
510W Network Ports
The following are network ports used by your 510W. If you are having trouble with certain 510W networked features, ensure these ports are open:
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Article ID: KB01672