Troubleshooting |
Version V1.62 |
Issues can sometimes be caused due to incorrect settings, empty batteries or disconnected/broken cables.
This troubleshooting information provides some useful hints, but it will not explain errors which may be due to external devices and cables.
Cynap systems are continuously tested with various third party devices in our labs. To ensure best possible compatibility, please ensure that your Cynap are kept up to date.
All devices, such as network, management, control, source, playback, PCs, notebooks, smartphones, and tablets must be up to date to ensure best possible operation. This includes the hardware of the device itself and the device operating system version together with all updates and patches, as well as the loaded BIOS and firmware.
Check Mirror settings.
The AirPlay PIN is displayed in the top status bar.
Check local network infrastructure.
Disable 4K support to reduce network traffic.
Check available network bandwidth.
Check the capability of your device, and if necessary reduce resolution and bandwidth.
Check if IGMP snooping is enabled to ensure optimized forwarding of RTP multicast streams.
Try RTSP stream instead of RTP stream.
Try another WLAN channel, 5GHz channels are the preferred option for streaming (older devices may support 2.4GHz only).
Install extra access points to split the connected clients, and reduce the bandwidth used for each.
Install a WLAN controller to optimize bandwidth usage.
Enable Echo Cancellation in the settings and optimize it by adjusting the delay (in milliseconds).
Check volume settings.
Check audio settings.
When using Moderator Mode or Content Mode, check if the content is released.
Check physical audio setup.
Enable or adjust Echo Cancellation in the settings and optimize by adjusting the delay (in milliseconds).
Check the date and time of your Cynap (General Settings).
Check if Cynap and your third party device are in the transmission range (Miracast uses the dedicated built-in wireless module).
Check output mode (dual screen).
Content has to be released.
In standby mode, the LAN interfaces are powered off, try Wake on LAN (WoL).
The built-in is enabled by default (out of factory and after a factory reset), connect your device to check all network settings.
When a network connection cannot be established, use the remote control, a connected Touchscreen or USB mouse and keyboard for controlling.
Microsoft has ended support for Internet Explorer. Use a different and up to date HTML5 compatible browser.
Check your network, probably mDNS (e.g. Bonjour) services, or necessary ports are blocked.
Use vSolution App to register the unit manually.
Use AirPlay Bluetooth device discovery.
Enable CastID for the network interface used. Enter this ID (displayed in the top status bar) to connect with the vSolution Cast application.
Check credentials and certificate.
Date and time not in sync with the server (General Settings).
Check if the connected devices (e.g. USB devices) are sending a wake up event when Cynap tries to power down.
When needed, enable the Shutdown mode in the settings (General Settings).
Under certain circumstances, multiple Chromecast mirroring connections are not possible, or not supported by your device.
Use another protocol alternatively (e.g. AirPlay, Miracast, or vSolution Cast).
Chromecast mirroring connection may be blocked when Protected Mode is enabled.
Use another protocol alternatively (e.g. AirPlay, Miracast, or vSolution Cast / vSolution App).
Check date, time, time zone, and time server settings
Disable Firmware Signature (Security Settings).
Enabled Disk Encryption blocks downgrades to versions earlier than v1.21.
Check settings of external and personal firewall and allow all required services (e.g. Bonjour, mDNS and DNS).
Check the priority of the connected LAN interface.
When the priority cannot be changed, replace the FQDN by the IP address.
Check if both network cables are properly connected to the HDBaseT module.
LAN will be looped through the HDBaseT module.
Swap the HDMI outputs (Output settings).
vSolution Matrix has limited the access (settings on the Main station).
Check if your Windows computer has the latest version and all updates are installed.
Earlier versions may not support all features.
Use another protocol alternatively (e.g. AirPlay, Chrome, or vSolution Cast / vSolution App), or use another Windows device.
Check encryption standard of the wireless connection used. Encryption standards WPA2-PSK, or WPA2-Enterprise are required.
To obtain security, Microsoft devices automatically deactivate MS-MICE in open wireless networks.
Check the set hostname.
Characters a~Z and 0~9 are preferred, special characters (like a dot ".") could be misinterpreted by certain network devices.
Check Mirror settings.
The Miracast PIN is displayed in the top status bar.
Check resolution of your Windows device, FullHD is recommended.
Check for latest updates for your Windows device.
Check if your device is capable to support the desired service.
Check if your device is still supported by its manufacturer, discontiued / outdated devices may may not, or not fully supported.
Check local network infrastructure.
Check all LAN and WLAN settings (IP, gateway, subnet, priority, routing, proxy, authentication, etc.)
Check for IP address conflicts, each network interface needs a uniqe address.
All network interfaces of Cynaphave to be in a separate subnet.
Check the firewall for blocked network ports.
When using CIFS, ensure that the server supports SMB 2.
Validate cached information in the local network infrastructure.
To clear cached information, reboot the units for a fresh registration.
E.g. power the units down by using the auto-screensaver feature, or using scheduled tasks of vSolution Link Pro.
Check internet access.
Check credentials.
Check your account, free Microsoft 365 accounts are not supported.
Check date, time, and time zone (General Settings), the use of a time server is recommended.
Check WLAN settings of Cynap and your personal device.
Note: built-in access point is not providing internet access.
Check the batteries.
Check the range, reduce the distance to Cynap.
Power cycle the unit for correct detection of the newly connected USB device.
Check if the remote control is correctly synchronized to the receiver, re-doing synchronization may be necessary.
Connect the synchronized second receiver (if available) to one of the USB ports at the back and power cycle the unit.
Capture Agent is enabled (optional Capture Feature Pack required).
When the vSolution Matrix Master Mode is enabled, the streaming settings are handled automatically and cannot be changed manually.
Check if the required functions are enabled in the settings.
Check if the status bar is enabled (General settings).
Check if the currently shown window is maximized to full screen.
Check which output you are currently using, In Content mode the top status bar stays hidden on HDMI OUT 2 (Output settings).
Check availability of selected network to provide the correct Cast ID (Mirror Settings, Network Device Discovery).
Check if the connected USB devices are fully supporting Linux based hosts, without any restriction.
In doubt, contact the dealer / manufacturer of these USB devices.
Check the number of connected devices, Cynap is supporting a limited number of USB endpoints. Some devices are using more than one endpoint simultaneously.
Check the power consumption of the respective USB devices, including hubs used and extenders.
Power the USB devices externally (or use externally powered USB hubs).
Check USB cable used. Use high quality and properly shielded cables only.
Be sure the cable used is supporting the USB standard of the connected device (e.g. when connecting USB 3.x devices, the cable must support this throughput).
Be sure that USB 3.x devices are connected to USB 3.1 ports.
Check if USB stick support is enabled in the settings (Security).
Check the connected USB storage device (FAT and NTFS are supported, multiple connected drives are not supported).
For security reasons, 2-step and other dynamic multi-factor authentication cannot be saved (such authentication algorithms are using a dynamic PIN).
Check the network bandwidth.
Count the number of connected devices, do not exceed the maximum recommended number of 20 connections.
Check Mirror settings.
The vSolution Cast PIN will be displayed in the top status bar.
vSolution Matrix can only work correctly when all Cynap are connected to the network via LAN 1.
Check that all units in the vSolution Matrix setup have the same firmware version installed.
When using complex setups with multiple main stations, be sure that every client station is in use "only once".
When powering up vSolution Matrix units, it will take a few seconds before all units are proper configured.
Check if the browser of your third-party device supports Javascripts.
When the vSolution Matrix Master Mode is enabled, the streaming settings are handled automatically and cannot be changed manually.
Using WebRTC for other services than WebRTC-compatible URLs is not supported and cause side effects.
Check all settings.
Check your third-party device(s).
Check if all antennas are mounted properly.
Change orientation of the antennas.
Check if the transmission power is not limited in your infrastructure.
Decrease distance between transmitter and receiver.
Best results will be achieved using shorter distances and line-of-sight (LOS) proximity.
Even walls made of wood, or plasterboard (or similar) can also have negative impact on the reception area.
Check if Cynap is mounted into a metal cabinet. Place it outside of the cabinet. When mounted into a rack, use the rack mount kit to place the antennas at the front with perpendicular orientation
The built-in access point is enabled by default, (factory settings, and after a factory reset), connect your device to check all network settings
Check if the antennas are placed too close to metallic surfaces or concrete walls. Recommended minimum distances are 50cm for metallic surfaces and 15cm to concrete walls.
Metals and metallic surfaces (e.g. vapourised glass panes) can cause unwanted reflections.
Check if there is no other radio equipment (e.g. access point, DECT-systems, etc.) placed too close, minimum distance of 1m is recommended.
When Cynap was updated from an earlier firmware than you may get a notification, that you have to set the WLAN region.
Enter the WLAN settings, select and confirm the country where you operate the unit and the pop-up message will not be shown again.
Check characters used. Supported characters are:
AaBbCcDdEeFfGgHhIiJjKkLlMmNnOoPpQqRrSsTtUuVvWwXxYyZzÄäÖöÜü0123456789_-:$& ()
Check if the third-party access point is using the correct country code.
Check if your infrastructure supports WEP, WPA2, or WPA Enterprise.
(use of an infrastructure with disabled security is not recommended)
When the camera listing is not showing all sources, close the drop down menu in the zoom window and open it again to refresh.
(certain video source may take a bit time)
USB cameras will be automatically named in the drop down according their hardware ID, which cannot be changed.
When a camera change freezes the content of the previously selected source, wait a bit for an automated refresh.
(certain video source may take a bit time)
Check internet access.
Check credentials.
Check date, time, and timezone (General Settings), the use of a valid time server is recommended.