Troubleshooting | NV-1-H-WE shows Missing status after connecting HDMI cable
Learn how to resolve the Missing status on NV-1-H-WE after connecting an HDMI cable.
Affected Products
| Hardware Model/Series | NV-1-H-WE |
|---|---|
| Software | Not Applicable |
Problem | Symptoms
- Intermittently, the NV-1-H-WE may change its status to Missing when connecting an HDMI source or when receiving an electrostatic discharge.
- Once an AV source shows valid video format in the AV Source component, the NV-1-H-WE should continue to work until the next HDMI cable connection attempt
- The status will sometimes go to Fault - Packet Missing or Communication Failure before it changes to Missing. The NV-1-H-WE may go to status missing as the HDMI cable is plugged in or within a few seconds after it is connected.
- It's possible to create this failure without an AV source connected to the other end of the HDMI cable.
Causes | Verification
Internal testing has shown that this issue is caused by electrostatic discharge (ESD) coming into contact with the NV-1-H-WE.
Solution
This issue has been corrected with a hardware update. If you experience this issue, contact Q-SYS Technical Support or Create a Case to request an RMA.