Troubleshooting & Repair

The following is a general guide for troubleshooting common problems with video walls. It is advisable to follow the guide in order to systematically diagnose potential issues.

Supplies Needed

  • Flathead Screwdriver

  • #2 Phillips Screwdriver

  • Monitor with DVI-D input and 1920x1080 resolution (FHD, 1080p)

  • DVI-D Cable

  • Laptop/PC with DVI-D output (if possible)

  • OM3 50/125um optical cable with SC-SC connector (if possible)

  • Mouse and Keyboard

  • NEC remote control (One was provided to client during installation on the shelf above the PC in the closet)

Troubleshoot the PC

  1. Unplug the blue Gefen FM-1000 DVI-D extender from the PC. *Be mindful of the optical connection connected to the extender as it may be delicate.

  2. Plug your personal monitor’s DVI-D connector into the same port the FM-1000 was plugged into.

  3. Restart the PC.

  4. If the PC correctly outputs an image, the FM-1000, optical connection, or power for the FM-1000 could be the cause of the problem. If the PC does not output an image to your known working monitor, the PC needs to be serviced.

If you are able to properly boot the PC

  1. If you are able to boot the PC properly, please navigate to Anydesk.com

  2. Download and install Anydesk

  3. Upon opening Anydesk, provide an Ouva technician with the 9 digit address that shows up in red at the top of the Anydesk window. They should be able to remote into the PC. Please confirm the Ouva technician is able to access the PC remotely.

If the PC is confirmed to be working and you have your own OM3 50/125um Patch Cable

  1. Plug the FM-1000 Sending unit that was plugged into the PC into your laptop/PC with a known working DVI-D port.

  2. Make sure the FM-1000 Sending unit is receiving power

  3. Go to the wall.

  4. On the 3x3 video wall, the top left monitor has the receiving FM-1000 DVI-D extender plugged into it.

  5. If you look on the back side of the top left monitor you should see the blue FM-1000 extender.

  6. Carefully remove the SC cable from the extender and place it to the side

  7. Remove the FM-1000 Receiver unit as well as its power cable and bring both back to the PC

  8. Plug one end of your personal SC cable into the FM-1000 sending unit and the other end into the FM-1000 receiver. Make sure the sender and receiver each have power.

  9. Plug the FM-1000 receiver into the DVI-D port on your monitor.

  10. If you get an image at 1080p 60Hz on your monitor, the optical link is likely what is causing the issue. If you do not receive an image, the FM-1000 sending and/or receiving units are likely the cause of the issue and may need to be replaced.

If you do not have your own OM3 50/125 SC-SC Cable

  1. Unplug the blue FM-1000 sender from the PC

  2. Plug the blue FM-1000 sender into your laptop/PC with known working DVI-D port.

  3. Make sure the FM-1000 sender has power.

  4. Walk to the wall

  5. Unplug the blue FM-1000 receiver from behind the top left monitor at the wall.

  6. Plug the blue FM-1000 receiver into your known working monitor

  7. Make sure the FM-1000 receiver has power.

  8. If you do not get an image the FM-1000 or optical link may be the issue.

  9. IF YOU FIND A CONFIRMED WORKING DVI EXTENDER COMBINATION ON A VIDEO WALL, YOU CAN USE THIS KNOWN WORKING PAIR ON THE OTHER VIDEO WALL(S) TO CONFIRM WHETHER THE OPTICAL LINK IS RESPONSIBLE FOR THE ISSUE, OR THE EXTENDERS ARE RESPONSIBLE.

Isolating the video wall as the issue

  1. To officially rule out the video wall equipment as being the issue, take your DVI-D cable to the wall as well as an NEC remote.

  2. Unplug the blue FM-1000 receiver unit from the top left monitor in the array.

  3. Plug your DVI-D cable into the DVI-D port the FM-1000 was just in.

  4. Plug the other end of your DVI-D cable into your laptop/PC.

  5. If you do not get an image, aim the NEC remote control directly behind the monitor and press the “power on” button.

  6. If the monitor turns on but does not display an image, there may be an issue with the DVI connection on monitor number 1.

  7. If the monitor does not turn on after using the remote, make sure the monitor power switch is in the on position (I)

  8. If the monitor does not turn on after using the remote, try power cycling the monitor by unplugging its power cable and plugging the power cable back in, or by switching the power switch into the off position, waiting a few seconds, then back into the on position.

One of the above should be able to tell you where the problem hardware/software is in the configuration.

PreviousConfigure Messaging

Last updated