Frequently Asked Questions 

1. 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.

2. 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.

3. 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.

4. 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.

5. 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.

6. 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.

7. What’s the extender?

Commonly, limited to the max length of HDMI cable is just up to 15M, repeater or extender is necessary if the distance is more farther than 15M between the source device and the acceptor. Extender will including HDBaseT extender, Fiber extender, SDI extender, DVI extender or IP extender (Transmitting the video signal via the IP network) etc. Different types of extenders use different solutions and different medium cables for transmitting signal. Generally, extender will working by a pair units, one is call Transmitter and the other one is Receiver. Source device connected to the Transmitter, Transmitter link to the Receiver via a signal cable (Or via the IP network if it is a IP solution extender), Receiver connected to the acceptor. Transmitter will pass the signal to the Receiver via the cable.
So, the extender maybe is what you need if the source device and the acceptor are located on two different place and far away then 15M.

8. What’s the splitter?

Signal distribution is needed when one signal is to be received at several acceptors. A splitter will has one input port and many output ports (2,4,8 etc.). It is a unit using for distributing the same one video to several acceptors at the same time.
So, the splitter maybe is what you need if you have many acceptors need to receive the same video from the same source device.

9. What’s the difference between HDMI1.4 and HDMI2.0 products?

The major difference what we need to concern maybe is that the max bandwidth supported on HDMI1.4 products is 10.2Gpbs, max resolution supported is only up to [email protected] YUV4:4:4 8bit. On HDMI2.0 products, the max bandwidth supported up to 18Gbps, and max resolution is up to [email protected] YUV4:4:4 8bit. Besides, HDMI2.0 products with other more advantages, for example, support up to 32 audio channels, sample rate up to 1536KHz, support HDR etc. Having a more powerful performance and present the picture with more delicate and rich elementals.
So, a HDMI2.0 product maybe is what you need if your source and display devices are support HDMI2.0 and you have a higher request on the quality or resolution of the picture and video.

10. What’s the scale feature mean?

Generally, scale feature including up scale and down scale. If a product support up scale, it will support down scale at the same time. The product will get the EDID of the display and know the best resolution what is the display supported, then the product will output the best resolution to the display, even if the video resolution output from the source is a lower resolution.
So, a scale product maybe is what you need if you have a source device only support lower resolutions, but you have a high performance & resolution display and want to present the video or picture with a higher resolution and quality.

11. 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.

12. 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] 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.

13. 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.

14. 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.

15. 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.

16. 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).

Where can I buy AV Access products?

AV Access products with best manufacturer direct prices are exclusively available on online shop www.avaccess.com. It is always advisable to buy in the shop if the service is available for you.

The shipping address doesn’t include my country, what can I do?

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

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 can I do if the product I need is out of stock?

You can register with email and we can let you know when new stock is available. You can also contact by online chat, or leave us messages in contact form or email us directly with any questions.

Why do I need an account?

You can purchase in our shop as a guest. However, with an account you can place orders and manage payment and shipping more easily and get special member coupons.

What payment methods can I use?

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

How to purchase from AV Access?

Please visit www.avaccess.com. Choose category – and choose your favorite product item. After you find the product you want, click the “Buy” button. You can also use the search function in the top of the site to search for specific products. You can order through your visitor account or by setting/logging in to your AV Access account. To complete the purchase, enter your data including shipping address, select your preferred payment method. Double-check the information you enter, place your order and wait for your order to arrive. If you need any further information, please feel free to contact our customer service team by online chat, contact form or email.

Where the goods will be shipped from?

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

What logistics do you use?

DHL, DPD and Amazon MCF.

The shipping address selection doesn’t include my country, what can I do?

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

How many days can I receive the goods?

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.

What is the return policy?

Within 30 days after order package received, customer can return products to us and get full refund. Products must be returned in their original condition and packaging with all included parts.
For details you can click http://avaccess.com/return-policy/

How can I 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.

How long is the warranty period for my ordered products?

1 years for AV Access products. Warranty period starts from the purchase date. Extended 2-year warranty is available to customers who sign up for the AV Access membership 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.

What is the warranty service?

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 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.

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