Newsletter: Pro AV Tricks

October, 2023

Our Latest Troubleshooting Quick Fixes

By Jay Bolster, Global Support Manager, ZeeVee

Jay BolsterThis month’s Pro AV Tricks come from Jay Bolster, who was recently promoted to Global Support Manager at ZeeVee. He offers his expertise to integrators and end-users seeking to short-circuit troubleshooting issues that delay the completion and/or hinder the operation of newly deployed AV systems.

Here are solutions to a few common issues he and his team regularly hear on ZeeVee’s support line:

Q: I get a plain white page when I log into the server to get software updates on the ZeeVee website.
A: This is the quick fix of the day. Simply take a breath, clear your computer’s browser cache and try again. This should do the trick.

Q: When I try and upgrade the firmware on certain cards for the HDBridge3000, they flash but don’t work.
A: Our HDBridge3000 is a robust three-rack high head-end system in which cards, or media modules, are inserted. Each card takes different input video sources, whether it's HDSDI, HDMI, Component, VGA or composite. The issue of cards not working can usually be cleared up by making sure you're getting the latest version of the firmware, and not one that you may have relied on for the last year or two. The latest versions address any previous bugs that may be negatively impacting performance.

Q: My ZyPer4K or ZyPerUHD encoder and/or decoder will not power up.
A: Make sure these units are grounded correctly and that you’re using shielded network cabling for PoE applications. Failure to follow these steps will often cause an electrical ground fault that will keep these units from operating correctly. Following this, we have heard the complaint that encoders and decoders that have powered up previously stopped working once a source or TV was connected. A TV with a two-pronged plug that is not connected with shielded cabling will cause this issue.

Q: I just installed a TV with ZVSync-NA receiver/decoder and the remote control doesn’t work.
A: Our ZVSync-NA receiver/decoder is designed for those televisions or applications that do not have digital video inputs. It ships with an external IR receiver in the form of a cable with an IR receiver at the end—often called a “pigtail.” This pigtail MUST be installed for the ZVSync to receive commands from the remote control for proper operation. You’d be surprised how often we hear this essential part of the component is discarded with the packaging.

Are you hitting a wall in deploying a project? Do you have questions about how to deliver the performance and reliability your customers expect? Reach out to the ZeeVee support team at (877) 493-3833 or  and we’ll walk you through what you need to know to successfully complete the job.