• Account & Payment
Why do I need an account?

With an account, you can place orders and manage payment and shipping more easily and get special member coupons.

What payment methods are available?

We accept payment by PayPal, AMEX, Apple Pay, Mastercard, Visa, Google Pay, Shop Pay.

  • Warranty
How long is the warranty period for my ordered products?

Generally 1 year for AV Access products. Warranty period starts from the purchase date. Extended 2-year warranty is available to our partners who have signed up for AV Access Partnership program.

What does the warranty cover?

Warranty is for products main unit. Accessories such as cable, remote controller, power adaptor, etc. are not covered by warranty.
As below conditions (but not limited to these conditions) are not covered by the warranty service:
Products with missing, damaged, or altered serial numbers;
Products damaged in transit due to improper packaging;
Problems caused by using wrong accessories, parts, or components not supplied by AV Access;
Altering the product or its components without written authorization from AV Access;
External causes of malfunction and misuse or abuse of the Product;
Usage that is not in accordance with product instructions;
An act of God such as, but not limited to, lightning, flooding, tornado, earthquakes, and typhoons/hurricanes;
Products moved out of the country where they were originally purchased;
Products not purchased from AV Access or its authorized channels.

How to obtain warranty service?

If any product encounters issues, the Customer is encouraged to visit AV Access support team on website or by email. After remote diagnosis and troubleshooting, if the product is confirmed as defective, then customer need to collect it and proceed it on RMA (refer to RMA operation steps).

What potential cost I need to pay for repair during warranty period?

During the warranty period, AV Access will provide a repair service without charge. If a product is defective, AV Access will repair the product with new or repaired components, or replace the entire product with an identical product or with a similar product which fulfils the same function as the defective product. Replaced products assume the warranty of the original product for the remaining period or a period of 90 days, whichever is longer. When the products or components are replaced, the replacing articles shall become Customer property and the replaced articles shall become the property of AV Access.

What can I do if product is defective but out of warranty period?

For out of warranty product services, AV Access will charge relative repair costs and the Customer shall pay all freight charges.

  • Shipping & Return
Where are the goods shipped from?

Orders are sent from Germany, UK and the United States warehouse at priority, or China warehouse if the other three don’t have enough stock.

What logistics are used?

DHL, DPD, FedEx and Amazon MCF.

What should I do if I can't find my country from the shipping address selection?

Customers from countries outside Europe and the United States can contact [email protected], our sales team will be glad to help.

How many days are needed before I receive my order?

Your order will be processed and sent out within 24 hours after payment completed. We will send you a confirmation email with your tracking number the day after shipment. Standard delivery time varies from 3-5 working days.

How to apply for a return?

From the date of purchase, you have 30 days to return it. Returned products must be undamaged and retained in their original packaging. Please feel free to contact us by online chat, contact form or email so that we can provide you with the relevant documents and shipping instruction.

When will the refund be released?

Full refund will be released upon receipt of the return goods at warehouse.

Why PC configurator or Maintain Tool cannot find any coders?

● Check that all the devices are powered on.
● Check that all the cables are qualified and connected properly.
● Check the IP address and subnet mask of your computer. Your computer, decoder, encoder and Ethernet switch should be in the same network segment. Therefore, set your computer’s IP address as 169.254.X.X and subnet mask 255.255.0.0.
● Check the Windows Firewall.
●Taking Windows 7 as an example: Click Start menu, go to Control Panel > System and Security > Windows Firewall > Allowed Programs, select both Home/Work (Private) and Public for PC configurator and Maintain Tool.
For PC configurator (HDMI over IP Console):

FAQ1

For Maintain Tool:

FAQ2

Perform searching for some more times via PC configurator or MaintainTool.
Disconnect the Ethernet cables from your computer, decoder, encoder or Ethernet switch, and then connect them.
Restart PC configurator, MaintainTool, decoder, encoder or your computer.
Check that Ethernet switch is configured properly, and that IGMP snooping is enabled.
If you are using a 10/100 Mbps Ethernet switch or lower, replace it with a gigabit Ethernet switch or higher.

Why does the audio device such as an amplifier or a speaker have no sound output?

● Check that all the devices are powered on.
● Check that all the cables are qualified and connected properly.
● Check the status of the STATUS indicators on IPAV products to see if decoders and encoders are linked. If STATUS indicators are blinking.
● Check that the A/V devices work properly.
● Check that the A/V devices have normal signals output.
● Check that the A/V devices are not set to mute or 0 for volume.
● Check that no compatibility issues exist between the A/V devices and IPAV products. If so, replace the A/V devices with other models.
● Check that Ethernet switch is configured properly, and that IGMP snooping is enabled.

How to select and configure the network switch in the HDIP system designed?

About the network switch’s selection and configuration for the HDIP system, we advise our customer refer to the PF’s network user manual. For those network switches on the manual, PF spent enough time to verify. So we can guarantee the network switch working fine on site. If our customer take other layer 2 network switch which support multicast stream and the IGMP snooping function, the system may run normally, but we couldn’t guarantee it could run stable.

How to use the IR cable correct and make it work?

● IR Receiver :Connect IR receiver cables to IR IN ports of Transmitter and Receiver.
IR Receiver Control Range

● IR Emitter: Connect IR emitter cables to IR OUT ports of Transmitter and Receiver.
Firmly attach IR emitters right over the infrared receiving sensors of the source and sink devices. Little location adjustment may be needed to achieve best IR performance.

● IR Direction
From Transmitter(connect IR receiver to the IR IN port) to Receiver(connect IR emitter to the IR OUT port).
From Receiver(connect IR receiver to the IR IN port) to Transmitter(connect IR emitter to the IR OUT port).

Why HDMI over IP console just find part of TX/RX in the HDIP system?

A. Maybe part of the TX/RX in the system be set on the different IP, if the customer had known the IP range of those TX/RX, just add the IP on the same range to the network, then search again, then set those TX/RX’s IP. This issue could be solved. The detail setting for the multi IP address, please refer to the Windows help.
B. Disable other network or WiFi which are not related on the laptop or PC, just keep the network which connected with the TX/RX working, and then search again.

Why present blinking or snow issue on the display when play video/picture through extender?

Generally, it should be a performance problem.
Please make sure the length of the CAT x cable is not beyond the max length of the extender can support. Try using a short CAT x cable to confirm it.
Confirm the HDMI cables are work fine to pass the signal when bypass the extender, Try short HDMI cables to check again if possible.
Testing with other source and display devices to determine whether it is a compatibility issue.

How to set a Static IP on Your Computer?

A. Click Start.
B. Choose Control Panel > Network and Internet > Network and Sharing Center > Change Adapter Settings, right click Local Area Connection, and then choose Properties.
C. Double-click Internet Protocol Version 4 (TCP/IPv4).
D. Select Use the following IP address. After configuring the settings in the following example, click OK.
IP address: 192.168.1.18
Subnet mask: 255.255.255.0
Click OK.

How to remote control a switcher?

A switcher may be remote controlled with wires or by a wireless remote controller. The wires may be either connected in parallel to the existing control switches (if allowed by the design) or using the RS-232 or TELNET control option provided by the machine. Wireless remote control usually employs an IR (infrared) transmitting-receiving system, similar to the systems available for home remote control (TV, VCR etc.). Of course, the switcher can be control using the IR remote point at the IR sensor of the device directly if the device just a few meters away.

Why the video showed on 4K displays is not 4K resolution after through a splitter?

It maybe is the problem of the video source device is not 4K device or be set to force to output a lower resolution(In this case, change settings is necessary). Or the EDID management problem of the splitter. In this case, connecting the 4K display to another output port of the splitter maybe ok to solve the problem or have to make sure all display connected on the splitter are 4K displays. It depends on the EDID management way.
Firstly, make sure the video source device is support output 4K resolution video.
Secondly, look up the user manual of the splitter to know the EDID management way details of the splitter.
● Smart EDID
Smart EDID management including two different ways.
A. Mix EDID—When connected to multiple displays simultaneously, the splitter will compare the EDID of all displays and output the corresponding video resolution. For example, when connected to a [email protected] TV, a [email protected] TV and a [email protected] TV at the same time, the splitter will transmit the [email protected] signal to both TVs. The 4K TV would present [email protected] video.
B. Independent EDID—The splitter will output best resolution to each display according to the best resolution of each display. For example, output 4K video to 4K display and output 1080P video to 1080P display in separately.
● Copy EDID—The splitter will copy the EDID from the display connected to some appointed output port, then output the best resolution of this display to all displays. So need to take care if the EDID management is belong to this way.

Why present blinking or snow issue on the display when play [email protected] video/picture through splitter?

Generally, it should be a performance problem of the HDMI cable or the display is not a ture UHD display which support resolution up to [email protected] YUV/RGB 4:4:4.
To solve the problem,
● Please make sure the HDMI cable are HDMI2.0 with certification. We recommend to use HDMI2.0 cables which not beyond 3M for connection in order to get a stable signal. Of course, there are some HDMI2.0 products support HDMI cable max length up to 5M when transmitting [email protected] signal.
● Please make sure the display is a true UHD display which support resolution up to [email protected]Hz YUV/RGB 4:4:4 in stable. And confirm that the HDMI INPUT port being used on the display is supported HDMI2.0, since there are some displays are can’t support HDMI2.0 on all input ports.

How to do troubleshooting if failed to get the video/picture on the display after through the extender?

Checking all devices are working on normal status or not. For example,
● Source device is power on and working normally(Such as it is worked to output signal to display when connected to display directly).
● Display is power on and working on correct HDMI input channel.
● POWER, STATUS, LINK and HDCP(If have on the units) LED indicators of transmitter and receiver are working on normal status. POWER LED should be solid on, STATUS LED should be solid on(It maybe is on blink status on products. Confirm it by look up user manual ), LINK LED should be solid on, HDCP LED should be solid on when transmitting content with HDCP and on blink status if transmitting content without HDCP.
POWER LED off—Try to power the unit by power adapter(Or POE) instead of by POE(Or power supply), or exchange the power supply to check whether is the power supply with problem.
STATUS LED OFF—Make sure there is a video source connected the extender TX and the extender RX connected to a display, then connecting the extender TX to RX via a short CAT x cable(Around 10M or so) to check again.
LINK LED OFF/BLINK—Make sure both the RJ45 connectors of the CAT x cable are comply with T568B standard. Try connection using a short CAT x cable.

Checking on HDMI and CAT x cables.
● Make sure the HDMI cables are good quality and work fine to pass the signal when bypass the extender.
● Make sure the CAT x cable and RJ45 connectors are good quality. The length of the CAT x cable is not beyond the max length of the extender can support. Please check the user manual to know the details. Try with a short CAT x cable to check whether is work to fix the issue.
● Testing with other source and display devices to determine whether it is a compatibility issue.

Why the ARC can’t work through the extender?

Need to make sure the display is support ECE function and to be turned on, as well as make sure the HDMI cable from extender RX are connected on the ARC HDMI INPUT port of the display.

  • HDMI Cable
Are all HDMI 2.1 cables the same?

First, there is no such category of HDMI 2.1 cable, since HDMI 2.1 is a protocol in the HDMI standard for the devices in their High-Definition Multimedia communication. If your hardware, such as Blu-ray player, smart TV, or game console, is HDMI 2.1 compatible, all available HDMI cables can do the job and the differences lie on the experience. That is to say, the Ultra High Speed HDMI Cable can provide smoother experience than the Premium High Speed, High Speed and Standard HDMI cables due to its high bandwidth and hertz rate. According to HDMI.org, only the Ultra High Speed HDMI Cable supports all HDMI 2.1a features, so this may be the type of HDMI cable many people call as the “HDMI 2.1 cable”.

Do all HDMI cables support 4k 120Hz?

No. Only the Ultra High Speed HDMI cable support 120Hz. According to the HDMI.org, Premium High Speed HDMI cable support [email protected], and High Speed HDMI cable support [email protected], and Standard HDMI cable may only support [email protected]

What’s the minimum Hz an 860M can handle? I have a 240Hz 27-inch but can only do 120Hz. Should I buy a 240hz HDMI cable?

First, there is no HDMI cable support 240Hz, and only the Ultra High Speed HDMI cable support 120Hz. However, since the HDMI version of GeForce GTX 860M graphics card is 1.4, it can handle 4096×2160 at 24 Hz, 3840×2160 at 24, 25, and 30 Hz, and 1920×1080 at 120 Hz according to HDMI.org.

Although your monitor supports 240Hz, the max. Hz the HDMI cable needs to handle is 24Hz for 4K or 120Hz for 1080P, a High Speed HDMI cable can ensure smoother experience than a standard one.

Would fiber optic HDMI 2.1 cables support higher resolutions/refresh frame rate than 10K 120hz which is the maximum 2.1 supports if there was a newer upgraded HDMI standard that supported higher resolution/frame rates?

Probably not. According to HDMI.org, the maximum resolution/refresh frame rate is uncompressed [email protected] for HDMI2.1a protocol, even though some manufacturers claim their fiber optic HDMI 2.1 cables support 8K 120Hz. 10K 120Hz? Probably not. If there are another version of HDMI protocol ending up with b included in the 2.1 version, it’s another story.

Anyway, the fiber optic HDMI 2.1 cables available on the market at present will not support higher resolution/refresh frame rate than 8K 60Hz, nor higher specs.

  • eARC/ARC
What is the difference between HDMI, HDMI ARC, and HDMI eARC?

HDMI is short for High Definition Multimedia Interface, which is the technology, or a standard for digital video, audio and data interface.

HDMI ARC and HDMI eARC are two protocols sets in the standard. ARC means Audio Return Channel, allowing an HDMI-connected TV to send audio data “upstream” to an AVR or soundbar with an HDMI cable.

Since the high bitrate formats of Dolby Atmos, DTS-HD Master Audio, DTS:X and Dolby TrueHD are not supported in HDMI ARC protocol due to the limited bandwidth transmission, and the needs of using Blu-rays and 4K Blu-rays in the home theater systems are not satisfied. In this case, HDMI eARC is imported in HDMI 2.1a version, which is Enhanced Audio Return Channel supporting larger bandwidth.

What is HDMI ARC and eARC

To put it simple, ARC and eARC are two protocols of the HDMI standard, which take effect in different versions of HDMI, to be exact, V1.4 and V2.1 respectively. ARC is short for Audio Return Channel, and eARC is the abbr. of Enhanced Audio Return Channel, which means that eARC enables better performance, including larger bandwidth, higher speed and higher quality of audio.

The benefit of HDMI ARC is to simplify the setup of TV and AV devices without the need of an optical cable, and any HDMI cable works. On the other hand, high bitrate & object-based formats up to 192kHz, 24-bit, e.g., Dolby Atmos, DTS-HD Master Audio or DTS:X and Dolby TrueHD are not supported, which are common on Blu-ray discs and 4K Blu-rays. This is how eARC comes in. Compared with HDMI ARC, eARC ensures smoother handshake between devices without extra setups to operate CEC (Consumer Electronics Control, such as a remote to control TV).

To make the eARC work, your devices need to be compatible (note that HDMI 2.1 certification is not a must), and a HDMI cable with Ethernet is required, no matter it is a standard one or (Ultra) High-Speed one. One thing needs to be note is that eARC is not backwards compatible with ARC. That is, when your TV is eARC compatible and your soundbar is not, you get a sound restricted by the ARC bandwidth instead of the higher-quality audio provided by eARC. Some soundbars without HDMI V2.1 chipsets can support eARC after a firmware upgrade, so you can consult the manufacturer before investing in the devices.

What is the function of HDMI ARC?

The main function of HDMI ARC is to simplify the setup of TV and AV devices without an optical cable required. A typical user scenario of HDMI ARC is to connect the audio equipment, such as soundbar or amplifier with the TV to set up the home theater, and in this case HDMI ARC is used to send the audio signal to the audio equipment from TV. The name Audio Return Channel comes from the fact that the audio signal travels in the same channel with reverse directions between TV and the audio equipment, and thus HDMI cable connects the HDMI ARC connectors of input jack on the TV, and the HDMI output port for the soundbar/amplifier.

ARC connection is typically used to deliver the TV audio to the audio system, when the audio comes from the antenna to the TV without a Coaxial or TOSLINK connector for the S/PDIF digital audio output. If there are several other devices you want to use with the audio system, such as gaming console, blue-ray players and streaming stick, they can all be connected to your TV when both your TV and audio equipment are HDMI ARC-compatible.

ARC-connection-from-antenna-to-TV

The other case is when the TV is a smart one. When the video source is from the apps of the TV, such as Netflix or YouTube, then HDMI ARC is a must for the digital audio signals to flow to the home theater system.

What can I have of the following: Dolby Atmos, DTSx and high resolution audio? My TV has built-in Dolby Atmos, the soundbar has Atmos and DTSx (eArc) and TV Arc-port (hdmi2.0b).

A short answer to your question is the high resolution audio.

Although your TV has built-in Dolby Atmos, there is only ARC port on it, and this means that it is not HDMI eARC compatible. Both Atmos and DTSx are uncompressed high bitrate formats supported only in HDMI eARC protocol. Even if your soundbar is eARC compatible, the bandwidth restriction of ARC will result in the lower quality of audio than the Atmos and DTSx.

Do I get True 5.1 audio output like PC if I buy a TV (eARC) as a monitor for my MSI gaming laptop and a 5.1 sound system with Hdmi Arc, of course with 5.1 content?

No, you will get the 5.1 audio output instead of the true 5.1 one. This is because the sound system is ARC-compatible which doesn’t support true 5.1 audio format. To get a true 5.1 audio output, both your TV and sound system should be eARC-compatible.

  • HDMI Splitter & Extender
Do HDMI extenders cause lag?

It depends on the type of HDMI extenders you’re talking about. Usually, there is latency for the HDMI over IP solution, but an exception is the product with SDVoE video compression codec, which is usually applied to the 4K 60Hz image. Besides, bandwidth, LED display, and video compression codec also have influence on the latency in the setups. The figure below is an example for your reference.

comparison-of-hdmi-extenders

Can using multiple HDMI extenders and switches cause latency?

It depends. Since you didn’t specify the type of the HDMI extenders, let’s begin with each of them in general.

There is no latency for the HDMI switches. As for the HDMI extenders, there is latency for the HDMI over IP solution while none for the other way around generally. To be specific, there are several factors contributing to the extent of latency for the HDMI over IP extenders, which include bandwidth, LED display, and the encoding solution. If the HDMI extenders have latency, then the answer is yes, otherwise no.

In an HDMI splitter, there is one input and two outputs. Can I connect one to LED and one to HDMI to HDMI (ARC) converter and then to my soundbar? Will it work?

A simple answer to your question is yes. From the description in your question, it seems that the HDMI port on your LED doesn’t support HDMI ARC, and thus the HDMI to HDMI (ARC) converter and a HDMI splitter are used to split the audio for the soundbar, and send audio and video signal to TV.

If I plug a DisplayPort to HDMI cable in an HDMI splitter, will it still send the same signal to all monitors or can I have different applications open on my second monitor?

There are two things need to be clarified. First, if there is only DisplayPort on your computer’s graphics card, you need a DisplayPort to HDMI cable to connect to a HDMI splitter. Second, if your HDMI splitter is the one in two out model, the two monitors receive the same signal, that is to show the same content on the two monitors. This is how HDMI splitter works. If you want display different content on different monitors, the switch is what you need.

How do I connect 2 monitors to my laptop with an HDMI splitter?

The two monitors are connected to the two HDMI outports of the splitter through HDMI cables and your laptop to the HDMI in port. Note that the two monitors will get the same video from the laptop instead of the extended type. Check this diagram for reference.4KSP12-S-diagram-for-dual-monitors

Can’t find an answer to your question?

Give our customer service guys a call or drop an email.

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