User Manual Q&AAnswer
Jan 25, 2025 - 03:32 AM
To troubleshoot HDMI issues with the madVR Envy Pro Video Processor, please follow these steps:
1. Ensure that you are using HDMI 18Gbs or 48Gbs "Premium Certified" HDMI cables. These cables should have an official hologram logo and have passed HDMI formal testing. Avoid using 10K certified cables, as they may cause issues.
2. Use HDMI cables that are at least 6 feet (2m) in length. Cables shorter than 6 feet can result in a too strong signal. For interconnects, it is recommended to use high-quality copper cables.
3. Avoid using active fiber cables from source devices such as Apple TV, Blu-ray players, or media players, as these devices may not provide sufficient power for the cable.
4. For runs over 25 feet, use only active fiber HDMI cables that come pre-terminated. These cables are recommended for long lengths and can handle the transmission of Envy's upscaled 5K and 8K resolutions.
5. Ensure that directional cables are installed in the right direction. Active fiber HDMI cables are directional, with a designated Source end and a designated Display end. Connect the Source end to your AVR, sources, or HDMI switch that feeds the Envy, and connect the Display end to the Envy port labeled "Input".
6. Check that all cables are plugged in tight and firmly seated. Remove the cable and plug it back in to ensure a secure connection.
7. Verify that the HDMI cables are plugged into the correct Envy ports. The AVR or HDMI switch should be plugged into the Envy port labeled "Input", and the display/projector should be plugged into the port labeled "Output".
8. Update the Envy firmware to version 1.5.5.0 or later for the best results. If using older versions, avoid plugging any cable into the Envy HDMI pass-thru port.
If the above steps do not resolve the HDMI issues, you can try the following troubleshooting steps:
9. Determine if the problem is on the input or output side of the Envy. Bring up the Envy menu using the remote control and keep it on the screen. Reproduce the issue and observe if the Envy menu still displays. If the menu disappears or does not display correctly, the issue is on the output side. If the menu remains visible, the issue is on the input side.
10. Troubleshooting HDMI problems on the input side:
- Connect the source device directly to the Envy Input HDMI port to check if everything works reliably. If it does, the issue may be with your AVR, HDMI switch, or one of the cables that are bypassed. Remove any devices or extenders between the AVR/switch and the Envy for testing.
- Ensure that your AVR output is configured to pass HDMI 2.0 18 Gbps. Some AVRs require specific settings in their menus, such as enabling "HDMI Enhanced".
- Check if any HDMI devices, distribution systems, or switches are performing video processing or have EDID management functions enabled. Temporarily remove such devices to test if they are causing the HDMI issues.
- Adjust the Envy EDID INPUT Override setting to a lower bandwidth, such as 9 Gbps, to test if the cable can handle the full 18 Gbps bandwidth. Change this setting in the Envy HDMI Configuration Menu.
- Try replacing interconnect cables with new HDMI cables that meet the recommended requirements.
- If the Envy displays "No Signal", press the Red Envy remote button to send a HDMI Hotplug and check if the image comes back.
- If the issue persists, try placing a HDFury Vertex, Vertex 2, or Arcana between the source device and AVR. Ensure that all EDID management and scaling features are turned off. This may help resolve issues with specific devices like Kaleidescape.
11. Troubleshooting HDMI problems on the output side:
- Replace the cable between the Envy and the display/projector with a brand-new active fiber HDMI cable that meets the recommended requirements. If running a new cable is difficult, you can temporarily drape a long enough cable across the floor/room for testing purposes.
- If replacing the cable is not possible, try using a lower output bandwidth of 9 Gbps in the Envy HDMI Configuration Menu for 4K 60 HDR content. This is not an ideal solution but may provide a temporary workaround.
- Test the Envy HDMI output with a different display or projector, using different HDMI cables. This can help determine if the issue is with the cable or the display.
12. When filing a support case, provide detailed information about the issue, including the specific symptoms, source device, make/model of AVR, display/projector, and cables used. Mention how often the issue occurs and any recent changes made to the A/V setup. If possible, include steps to reproduce the issue and any troubleshooting steps already taken. If HDMI logs are available, follow the instructions in Appendix A to capture and submit the logs.
Please note that these troubleshooting steps are based on the information provided in the madVR Envy Pro Video Processor User Guide. For further assistance, you can contact support@madvr.com with your specific issue and details.
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