Overview

Start here when a Just Add Power system has no picture, no audio, missing devices, access problems, switching problems, or intermittent video and audio. Choose a symptom, complete the initial checks, then follow the linked procedure.

• No Video, No Picture, or Black Screen
• No Audio
• Device Not Found in AMP
• Cannot Access a Device
• Sources Do Not Switch
• Video or Audio Drops Out or Freezes

Establish the Scope

Record what fails and what still works. Compare an affected source or display with a known-working one when the system allows it.

• One display fails with several sources: Begin at the display, Decoder, and their HDMI and network connections.
• One source fails on several displays: Begin at the source, Encoder, and their connections.
• Several sources or displays fail: Look for a shared switch, power connection, network path, or control system dependency.
• Video works within a switch but fails between switches: Begin with the inter-switch connections and network configuration.

These observations guide the investigation; they do not confirm a failed component. Identify the affected models and configuration method from device labels, system documentation, or the AMP project. See Identify the Device Series if the equipment is unfamiliar.

No Video, No Picture, or Black Screen

1. Confirm that the display is powered on and set to the input connected to the Decoder.
2. Confirm that the intended source is powered on and selected.
3. Check the HDMI connections between the source and Encoder, and between the Decoder and display.

• A Just Add Power diagnostic screen is visible: Record the exact message and follow Troubleshoot Decoder Diagnostic Screen Messages. Do not treat the displayed Encoder IP address as confirmation of the current source selection.
• The display is completely blank: Check Decoder power and data LEDs using Understand Power and Data LED Behavior. Also check the display input and Decoder-to-display HDMI cable; a problem in that path can hide the diagnostic screen.

When no update or AMP operation is running, compare another source at the affected display and the original source at another display. Use the results to narrow the investigation. Follow HDMI Cable Requirements when evaluating a replacement cable.

Next step: Follow the diagnostic-message procedure when a message is available. If the initial checks do not identify the cause, continue to Further Isolation Tests.

No Audio

1. Identify where audio should be heard: the display, audio processor, amplifier, or another connected device.
2. Check that equipment's input selection, mute state, volume, and cable connections.
3. Verify the selected audio source and Encoder audio input against the system documentation. Independent audio switching may select a different source than the displayed video.
4. Compare a known-working source at the affected output and, where available, the affected source at another output.
5. Verify that the source audio format is supported by the Just Add Power models and receiving equipment in the audio path.

If audio and video fail together, also follow No Picture or Black Screen. For intermittent audio, use Video or Audio Drops Out or Freezes.

Next step: If audio remains unavailable, provide Technical Support with the source audio format, selected audio input, device models, output connection, and receiving equipment.

Device Not Found in AMP

1. Confirm that the device's hardware, firmware, and operating mode are supported by the installed AMP version. Review the AMP requirements and Known Issues.
2. Check device power, Ethernet link, and the cable and switch-port assignment against the system documentation.
3. Confirm the service PC's network connection and the wired adapter selected in AMP.
4. Run Gather Details through the service workflow for the system's Standardized or Alternate Configuration. Compare discovered devices with the expected inventory.

The Gather Details video demonstrates the Standardized workflow. For Alternate Configuration, use its service options rather than assuming the same workflow applies.

If one device is missing, investigate its connection and documented settings. If several are missing, identify the network path they share. If none are discovered, verify PC access and the selected workflow before treating individual devices as faulty. An unsuccessful scan alone does not establish a device failure.

Next step: Repeat discovery after correcting the identified problem. If it still fails, record the AMP version, workflow, adapter, switch model, and exact error for Technical Support.

Cannot Access a Device

1. Confirm the current device address using documentation, Gather Details, or How to Locate a Device IP Address for Omega, Ultra, and MaxColor Series devices.
2. Verify that the service PC or control system has a network path to that address.
3. Follow the procedure for the required interface: Access a Device or Open the webUI for Omega, Ultra, and MaxColor Series devices; use Access the webUI of a 2G Series or 2G Legacy Mode Device where applicable.
4. If access crosses subnets, verify routing and access permissions. See Static Route Options for access to the Just Add Power Device Network.

Next step: Record whether access fails from one location, through one method, or from every tested location. Provide the device address, PC address, connection location, and observed result if assistance is needed.

Sources Do Not Switch

1. Determine whether the selected source fails to change or changes but produces no picture.
2. Compare the control system's source assignments with the installed Encoder assignments.
3. Verify the switching target and the control system's network access to it.
4. For an AMP Standardized system, follow How to Switch Sources using AMP to compare AMP switching with control system switching.

• AMP switches correctly, but the control system does not: Investigate the driver, target address, routing, and assignments using Control System Integration.
• The selection changes, but video is unavailable: Follow No Picture or Black Screen.
• AMP switching also fails: Check discovery, errors, and AMP Known Issues before changing the configuration.

For Alternate Configuration or another switching method, use its applicable control instructions. The Standardized AMP switching procedure does not apply to every system.

Video or Audio Drops Out or Freezes

1. Record the affected sources and displays, frequency, and any connection to source changes or other activity.
2. Check device links in AMP and the switch management interface. For Omega, Ultra, and MaxColor Series devices reporting 10 or 100 Mbps, follow Encoder or Decoder Connected at 10/100 Mbps.
3. For failures across switches, check inter-switch link status, speeds, and errors against the network design. A healthy device link does not verify shared inter-switch capacity.
4. Evaluate the cable paths using Ethernet Cable Requirements and HDMI Cable Requirements.

Use Multi-Switch Considerations for AMP Standardized Systems for that configuration, and Plan Network Bandwidth to evaluate traffic capacity. For Alternate Configuration, have the network administrator review the multicast configuration and network path.

Next step: Retest after each correction. If the issue remains isolated to a device or location, continue to Further Isolation Tests.

Further Isolation Tests

For Omega, Ultra, and MaxColor Series devices operating outside 2G Legacy Mode, follow the complete linked procedure rather than disconnecting equipment without preparation.

• Device Swap Test: Determine whether the symptom follows a suspected device or remains with its original location.
• Point-to-Point Test: Test an Encoder and Decoder without the installed switches and network path. A successful test does not verify the original network configuration or bandwidth.

Verify the Repair

1. Restore connections and settings temporarily changed for testing.
2. Retest the original symptom, including audio and switching where applicable.
3. If a shared connection was repaired, test devices on both sides of it.
4. Repeat the applicable Gather Details and link-speed checks when they were part of the investigation.
5. Record the cause, correction, and final results in the system documentation.

Contact Technical Support

If the cause remains unclear or a test cannot be completed, submit a Support Ticket or call 1-800-615-0206. Technical Support is available Monday through Friday, 9:00 a.m. to 6:00 p.m. Eastern Time.

Provide what is available and note anything that could not be confirmed:

• The symptom, affected sources and displays, and what still works.
• Device and switch models, ports, configuration method, firmware, and IP addresses.
• AMP version, exact errors, diagnostic messages, LED behavior, and link speeds.
• Recent changes, test results, and any settings changed during troubleshooting.
• Relevant photos, system documentation, AMP reports, and Gather Details information.

For additional procedures, browse Troubleshooting & Recovery.