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Support

How to Contact Us

Phone

ZeeVee specialists are available by phone:

 

Installation and Support

+1 (877) 4ZEEVEE
+1 (877) 493-3833 

9:00 AM to 8:00 PM Monday - Friday (EST)

 

North America Sales

+1 (347) 851-7364

 

EMEA Sales

+44 1494 956677

 

International Sales

+1 (347) 851-7364

 

E-mail & Mailing address

Have a question?  Email us and one of our experts will get back to you quickly with an answer. 

 

For technical questions please contact:

info@zeevee.com

 

For sales questions please contact:

sales@zeevee.com

 

Our corporate headquarters are located at:

ZeeVee, Inc.
295 Foster Street Ste 200
Littleton, MA 01460
+1 (978) 467-1395

Warranty Support

ZeeVee builds quality products that are designed for heavy use environments such as stadiums, hospitals, sports bars, and other environments where delivering a quality image is critical.

 

ZeeVee HDBridge and ZvPro products feature a industry leading 5 year limited warranty, and ZyPer4K products have a 3 Year limited warranty.   

 

View our full list of product warranties, click here

 

Register your product today to ensure warranty support.To register your product to ensure warranty support, click here

Online Support Resources

HDBridge 2000 Configuration

Maestro headend management software allows you to set channel names, RF output and IP/network information on individual units or an entire stack from a web browser. Using the links below you can also learn how to:
  • Configure an entire headend in minutes through a single web connection
  • Connect locally or remotely from any browser-based device
  • Instantly check your status and configuration
  • Apply a value to all channels with just a few clicks
  • See all HD, SD digital and RF channels at a glance
  • Create your channel plan on one page
  • Manage firmware for all units with just a few clicks

 

FAQ

Firmware Updates

Documentation

Using ZvShow

Maestro Training Videos

ZVPro Configuration

Maestro headend management software allows you to set channel names, RF output and IP/network information on individual units or an entire stack from a web browser. Using the links below you can also learn how to:
  • Configure an entire headend in minutes through a single web connection
  • Connect locally or remotely from any browser-based device
  • Instantly check your status and configuration
  • Apply a value to all channels with just a few clicks
  • See all HD, SD digital and RF channels at a glance
  • Create your channel plan on one page
  • Manage firmware for all units with just a few clicks

 

FAQ

Firmware Updates

Documentation

Using ZvShow

Maestro Training Videos

ZyPer Video over IP Configuration

ZyPer Management software allows you to easily setup and manage your video network using either the web based graphic interface or via a third party controller.

Using the links below you can also learn how to:

  • Enable Plug & Play operation to discover, label, and control of any number of ZyPer4K encoders and decoders
  • Utilize the graphic Interface for independent routing of video, audio and control signals
  • Preset signal routing and scheduling of saved, pre-defined source-display settings for easy duplication and recall
  • Set up real time system monitoring includes generating alerts for offline or disconnected ZyPer4K devices, sources and displays
  • Control and manage USB routing to enable remote keyboard, video, mouse (KVM) operations
  • Configure a video wall with up to 25 separate screens

 

Documentation

Configuration Guide for ZyPer

Zyper4k Training Videos

FAQ

These are the questions most often asked by our visitors. Click on the question to show or hide the answer. If you do not see your question here, pleasecontact us.

General Product Info

PreSales
Is HD Over Component Going Away? I heard that the cable and satellite companies were going to shut off HD over component video outputs forever on their set top boxes – the so-called ‘analog sunset’. Is that true?

No. In a recent ruling, the FCC said they can shut off HD over component video on set top boxes only for ‘early release’ video-on-demand movies that are still in theaters, or haven’t yet been released on disc. All other TV shows and movies remain available in HD over component! You can read a summary of the ruling (and get to the FCC press release) link to http://zeevee.com/about/news/analog-sunset-myth-or-reality

What types of sources are supported by the HDMI modulators

The HDMI modulators are primarily designed to accept unencrypted HDMI video, typically from a digital signage player, video camera or other self generated content. Our HDMI input most likely will not work with Apple Products (such as Macs), Blu-ray players, satellite boxes or cable boxes, as they are typically encrypted.

ZvPro & HDbridge
Do cables ship with HDbridge 2000 units?

HDbridge 2640, 2620, 2540 and 2520 ship with (4) or (2) 3-foot hydra component cables. VGA cables and 6-foot hydra component cables can be ordered separately.

Do VGA cables ship with ZvPro products?

No, all ZvPro cables, including VGA and component, must be ordered separately.

Which products accept composite (yellow connector) as a video source

The HDbridge 2380 and HDbridge 2312 are the only products that allow for composite video as input. Other products like the HDbridge2500/2600, ZvPro600 and ZvPro800 units have a composite (yellow) connector but it does not pass video, it is for closed captions only.

What kind of HDMI inputs will your ZvPro800 and HDb2840 products accept?

In order to meet HDCP requirements our HDMI products accept unencrypted HDMI video sources only. Some examples of unencrypted sources are: HDMI cameras, digital signage players and PCs. We do not recommend using cable boxes, satellite boxes, Blu-ray players or Apple products as HDMI sources with our products as they typically output encrypted video.


Troubleshooting

Audio
Why is the audio from my distributed or whole house audio system not synced properly with the video from the ZeeVee device?

If you are feeding the audio directly from the source into the audio system and not through the ZeeVee unit it will arrive to the speakers before the video arrives to the HDTV. This is because the Video is being encoded into a digital signal, and modulated by the unit and then demodulated at the HDTV. Each of these steps adds a bit a latency that is not added to the audio because it is traveling a shorter path.

There are a couple of ways to work around this issue. First, you can use an audio delay device that allows you to add some delay to the audio stream before it reaches the sound system. The Hall Research AD-340 is one other customers have used for this purpose, though we have not tested it directly.

The other work around is to feed the audio to the ZeeVee unit. Then take the audio pass through from an HDTV into your audio system. The audio will have the same amount of delay since it has gone through the encoding and decoding process just as the video did. If the HDTVs are not close enough to the head end, you can use an external tuner like the Centronics ZAT-502HD or Channel Master CM-7001 at the head end. Feed the coax into it, just as you do the HDTV, but take the audio out into the distributed audio system.

Error Messages
Why does the video look bad and is there an error saying "resolution not supported" on the TV?

The error '1080 or 720 video resolution is not supported' is displayed on the screen when the video source resolution exceeds the capability of your ZeeVee device.

To correct it, change the video resolution at the source and the unit will automatically start broadcasting in the new resolution.

I have an HDMI source connected, but the TV isn’t showing video, instead it says “Encrypted Video”, what does that mean?

The ZvPro 800 series and HDbridge2840 will only accept unencrypted HDMI video, typically from a digital signage player, video camera or other self generated content. All of our products broadcast a clear QAM (unencrypted) signal over coax, therefore would break HDCP (HDMI’s encryption rules/requirements) if we tried to support encrypted video as an input. Our HDMI input most likely will not work with Apple Products (such as Macs), Blu-ray players, satellite boxes or cable boxes, as they are typically encrypted.

Ethernet Configuration
I am getting a ‘page not found error’ when trying to connect to a unit for configuration, how can I troubleshoot this?

The most common fix for this issue is disabling wifi on the computer you are using, especially if connecting to the unit directly.  If that does not correct it, please review the Connecting to Maestro document for more in detailed troubleshooting steps.

Why do I only see the Zv logo when connecting to Maestro using Internet Explorer?

We have found some older versions of Internet Explorer will not allow our configuration application Maestro to load fully. To work around this you can use another browser such as Firefox or Chrome or update your version in Internet Explorer.

How do I connect to a unit for configuration?

If you are using a Windows based PC, you can simply take a standard Ethernet cable (not a crossover cable) and connect it between your PC and the unit. Open a browser such as Firefox or Chrome and enter the IP address listed on the front panel of the unit. This will load Maestro.

If you are using a Mac, you can’t connect directly to the unit; you will need to connect both the Mac and our modulator to a switch or LAN. Then enter the IP address from the front panel of the unit into a browser.

Front Panel Configuration
What to do the graphs and colors on the front panel mean?

The graphs represent encoding of audio and video. As the audio and video come and go (or get faster/slower) the graphs will change in size. Colors represent audio and video input:

  • red = no audio or video
  • yellow = video, but no audio
  • green = both audio and video present
Can I configure the unit via the front panel?

RF channel, RF power and Delay Matched Audio (ZvPro series only) can be set via the front panel.  Please see the   Front Panel Configuration document for instructions.

If the unit is connected to the internet, you can also update firmware via the front panel.  Hold down the left and right arrows, then select the option “update firmware”.  If this option is not available, it means the unit cannot connect to our servers to download the file and you will need to update firmware via Maestro.

General Issues
The image at the HDTV is breaking up, how do I correct that?

Image break up can be caused by a number of issues. To check the most common causes:

  • Verify there is no interference on the RF channel you assigned. The ZeeVee devices need a full open RF channel. To test, try switching to a different RF channel.

    • Some analog modulators may spill over to adjacent channels and cause interference.
    • Some cable companies sometimes have extra signals where there should be none.
  • You may be experiencing an RF power balance issue, verify that the RF power of the modulator is balanced with signals from other modulators and from the cable company.
  • Your HDTV may not be able to play the high data rate that the ZeeVee unit produces during fast action. As a test, lower the data rate via the web interface or ZvConfig.
Why am I not getting anything at the TV even though I have everything connected?

No picture showing up at the TV can be caused by different issues. To check the most common causes:

  • Verify the HDTV has a QAM (digital cable) tuner.
  • Verify that you have performed a full channel scan on the HDTV with “cable mode” selected.
  • Verify that the modulator is not conflicting with any other channel by connecting the unit directly to the HDTV.
VGA / HDMI
My VGA source isn’t completely filling my TV screen- there are black bars around the picture. Why is that?

The ZvBox is broadcasting in “compatibility mode”. That means it’s receiving a picture resolution from your VGA source that doesn’t match a standard 1280 x 720 or 1920 x 1080 HDTV picture resolution.

When that happens, the ZvBox fits the incoming picture inside either a 1280 x 720 window, or a 1920 x 1080 window, each with black bars around the outside. It uses the smallest HDTV-sized window that will fit the image, so the image takes up as much of the screen as possible. See the diagram for an example:

ZvBox then broadcasts the 1920 x 1080 or 1280 x 720 window, with the image contained within, which is “compatible” with HDTVs. To resolve the issue, set your VGA source to output 1280 x 720 resolution, and see this question for how to fine-tune the picture size if needed.

When using my VGA source, some of the outside edges of the picture are cropped off.

Your HDTV is the culprit here. Most HDTVs don’t show a full 1280 x 720 or 1920 x 1080 picture. Instead they mask off the picture’s edges to keep you from seeing the area beyond. The amount of picture masked off (the spec is called “overscan”) can range from 0-15%, meaning your 1920 x 1080 HDTV could be delivering a picture as small as 1632 x 918! To compensate, you can set your VGA source to a slightly lower “underscan” resolution that ZvBox will recognize. That will allow your TV to show a screen-filling picture, without masking off anything important like the start bar.

See the   Setting VGA and HDMI Underscan Resolutions document for more information about how underscan works and the  Compensating for cropped video from VGA and HDMI sources document for a step by step guide on setting underscan resolutions.

My VGA source’s picture is off-center on my displays. How do I fix that?

An off-center VGA image typically means the ZeeVee device did not calibrate correctly when it first connected to the VGA source.

To quickly recalibrate the video first, make sure the VGA source is delivering a light-colored picture; ZeeVee units use the difference in contrast between the picture and non-picture area to calibrate positioning of the image on-screen. Then, in Maestro or ZvConfig go to the system tab and click the "calibrate VGA" button. Note that this command optimizes a ZeeVee unit for a given VGA resolution, so unless you change your VGA resolution, you can calibrate once and forget it.

Does VGA functionality work with all versions of HDbridge 2000?
  • HDbridge 2640, 2620, 2540, 2520 hardware versions “F” and higher support VGA (indicated by the last digit of the product serial number)
  • Firmware version 1.5.1 and higher is also required
Idle Screen
Why am I only getting the idle screen (bouncing logo) on the HDTV, I have everything connected?

This idle screen is broadcast when the ZeeVee device does not detect any video input from the source. You should:

  • Verify the source is on and producing a video signal.
  • If using component, verify that the cable is connected to the source and modulator correctly. Especially that the green connector is in the green port, blue connector in the blue port, and red connector in the red port.
  • If using VGA, verify the PC has not gone into sleep mode and that the resolution is a supported resolution (typically 1280x720).
Combining ZeeVee Products with Other Signals
Can ZeeVee devices be used in a system that features commercial-grade NTSC (analog) modulators creating other channels?

Yes, but you’ll want to verify that the signals coming from the ZeeVee device match the output of the analog modulator. It is important that all signal levels are balanced when you combine them. The ZeeVee device may need amplification before combining with analog modulators.

Can ZeeVee devices be combined with an existing cable environment?

Yes, but you’ll need to ensure each ZeeVee channel has a full RF channel to broadcast on. Often this will require use of a notch filter to block frequencies from the cable service for use with the ZeeVee devices. You will also need to verify that the signal power coming from the ZeeVee device match the signal level of the cable service. It is important that all signal levels are balanced when you combine them. The ZeeVee device may need the RF power adjusted (via front panel or Maestro) to match that of the cable service. Sometimes an amplifier or attenuator is required to ensure the signals are truly balanced. One additional note – cable boxes do not typically “find” ZeeVee channels, so they will not display our output. If there is a cable box at the TV, a splitter must be added to the back of the TV allowing one leg to be connected to the cable box and one leg to be connected to the QAM tuner in the TV. To switch between the cable box and the ZeeVee channels change the input on the TV.

Can I combine an over the air (OTA) channel with a ZvChannel (QAM)?

It is technically possible to have your Zv channel on the same coax as your over-the-air (OTA) channels. Just make sure the channel assigned to the ZeeVee device is unoccupied. We recommend using channel 126 or higher, which is outside the OTA broadcast range.

The bigger issue is how your HDTV tuner lets you access both the Zv channel and the OTA channels. Some HDTVs will store both OTA and cable (QAM) channels in one big integrated channel lineup- you click up or down on the remote, and it allows you to scroll right through them all. On other sets, you have to first tell the HDTV (using several menu commands) whether you want to watch OTA or cable channels, and then you can scroll only through the selected type making switching back and forth less convenient.


Firmware

Updating your firmware is a three-step process:

1. Click here to download image file to your computer

2. From the Maestro web interface go to the device tab and click the update button under firmware.

3. Follow prompts to browse to and select the file you just downloaded.

Revision 1.9.7, released February 10, 2016 (Updated March 26, 2016)
* Supported platforms: all -NA and -EU HDb2000 Series products
* VGA inputs can now be manually calibrated from the CLI
* Corrects issue with internal routing table when changing from link-local to DHCP IP address
* Corrects issue where ZvShow files were not being removed during a reboot to defaults
* Font and background color of manual EAS messages was changed to allow for easier viewing
* Allow lower base PID values, previous starting PID was 256, now lowest starting PID is 60
* Corrects an upgrade issue on pre 1.9.6 systems with custom idle screens
*Adjusted order of precedence when configuring HDMI preferred resolution

Legacy Products

HDBridge

For HDbridge product support including manuals, configuration instructions and utilizing the front buttons on the product click here

 

For the latest HDbridge firmware updates click here

 

ZvBox

For ZvBox configuration support including ZvConfig and ZvCli configuration tools, click here

 

For the latest ZvBox firmware updates, click here

 

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