Troubleshooting: No Video or Audio

Troubleshooting: No Video or Audio

Overview

If a KanexPro collaboration product is showing no video, no audio, or incorrect output, work through the steps below in order.

Step 1 — Verify Physical Connections

  • Confirm the source (laptop, PC) is powered on and outputting video.
  • For USB-C: confirm the cable supports video (DisplayPort alt mode). Not all USB-C cables carry video.
  • For HDMI: confirm the cable is fully seated at both ends.
  • Confirm the display is powered on and set to the correct HDMI input.
  • For video wall: confirm each display is connected to the correct numbered output port on the controller.

Step 2 — Check Input Selection

  • Press the front panel input button or use the IR remote to manually select the active source.
  • Auto-switching may not activate if a source was connected before power-on. Re-connect the source after the unit is powered.
  • For COL-HUD-42: verify the correct output (HDMI OUT 1 or OUT 2) is routed to the correct display.

Step 3 — Verify USB-C Cable Compatibility

  • Use a USB-C cable rated for Thunderbolt 3/4 or USB4 to ensure DisplayPort alt mode support.
  • Shorter cables (under 1m) are more reliable for 4K60. Test with a different cable if no video appears.
  • If using a dock or adapter between the laptop and the USB-C input, bypass it and connect directly to isolate the issue.

Step 4 — Check HDCP

  • HDCP-protected content requires all devices in the chain to support HDCP. Test with a non-protected source to isolate.
  • Ensure the display supports HDCP 2.2 for 4K protected content.

Step 5 — Audio Issues

  • Confirm the audio output is connected — balanced XLR/TRS for line output, HDMI for display audio.
  • Verify the audio source is not muted at the laptop or source device.
  • For Dante audio (SW-xPS series): ensure the Dante network is on the same subnet and Dante Controller is configured with correct routing.
  • For analog audio: check balanced cable polarity and confirm the amplifier or DSP input gain is set appropriately.

Step 6 — Video Wall — Incorrect Layout or Orientation

  • Confirm display mode is set correctly via RS-232 command or front panel button.
  • For VW-SP1X44K: use the included remote to cycle through layout modes (2×2, 1×4, 1×2, etc.).
  • For VW-HDUSBC1X4: verify display mode using RS-232 command SET VW_MODE x where x is 1–8.
  • Bezel correction values may need adjustment if the image appears misaligned across panels.

Step 7 — Power Cycle

  1. Power off all displays.
  2. Power off the switcher or controller.
  3. Wait 10 seconds.
  4. Power on the switcher/controller first, wait 15 seconds.
  5. Power on displays.
  6. Reconnect source devices.

Still Not Resolved?

Contact KanexPro technical support at support@kanexpro.com or 888.975.1368 with: SKU, source device type, display model, cable type, and description of symptoms.

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