SX20 presentation fails from HDMI matrix switcher

[Matthieu LIENART]

SX20 version: TC7.1.3

I went through this documentation: http://www.cisco.com/c/dam/en/us/td/docs/telepresence/endpoint/articles_doc/telepresence_endpoints_knowledge_base_articles.pdf

and through these articles on the forum:

https://supportforums.cisco.com/discussion/11807171/sx20-presentation-fails

https://supportforums.cisco.com/discussion/11669611/sx20-dvi-input-problem

https://supportforums.cisco.com/discussion/12135276/sx20-hdmi-dvi-converter

But none of these provide an answer.

As other people on those articles we have problem with the SX20 not displaying the PC presentation coming from an HDMI output connected to the codec DVI input.

The setup is PC---Extron MPS 601 (HDMI output) ------ HDMI cable ---- HDMI to DVI-D converted---- (DVI input) SX20.

On the SX20, in the configuration settings > Video

On the DVI-2 input, the type is set to Auto Detect. I tried changing to Digital/AnalogRGB/AnaloYPbPr, the result is the same.

I also tried changing the resolution but it doens't make any difference.

And since version TC7.1.3 there's no root user and we have to contact TAC case to decrypt a token in order to access the endpoint as the remote user... (can't even troubleshoot our device anymore without asking authorization...)

Has anyone found a solution for that ?

[Martin Koch]

In general the SX20 is not an integrator codec, for more advanced stuff the SX80 or C-Series might be better (though I would not promise you that they do not show the same issue).

I assume you had already tested, that a monitor connected to the output of the switcher shows

an image as well as the presentation source connected to: (HDMI cable ---- HDMI to DVI-D converter)

shows the presentation.

Did you get yourself the shell access via tac? that could help you / us to understand whats detected and whats not.

If you do not get a better answer here and you have a service contract please consider checking this issue with tac and let us know what the answer was.

[Matthieu LIENART]

Yes I can connect the matrix switcher directly to the TV and get an image.

No I couldn't get access from TAC. TAC refused to gave me access... no comment.

I managed to get some input signal by change the HDMI/DVI (Dual link) adaptor to a HDMI/DVI-D (single link)   but it is full of green/pink pixel noise. I suspect a hardware issue, especially as we have two rooms with the exact same environment and in the other rooms the presentation sharing works perfectly with the HDMI/DVI-D (Dual link). We have on site support so we contacted Cisco to come and check. I'll update if we found the reason...

[Matthieu LIENART · Accepted solution]

After doing multiple check with our video vendor and Cisco vendor support we found out that the despite it was displaying well when directly connected on the TV monitor, the issue was on the matrix switcher. We replaced the matrix switcher and everything works now.

[Wayne DeNardi]

Hi Matthieu,

As Martin has suggested, can you check that you are actually getting a signal on the cable you're plugging in to the SX20 (ie connect a monitor) to see if there's an issue somewhere else in your cable / conversion path.

From my reading of the specs on the Extron MPS 601, it only supports digital output on the HDMI connection, so the SX20 DVI input would need to be Auto or Digital.

I suggest you also check the refresh rate as well as the resolution on your PC/Extron to make sure you're not pushing something that's not supported.

As for your issue with no "root" user any more, this has been discussed, with some workarounds for common troubleshooting tasks, in another thread: https://supportforums.cisco.com/comment/9630346#comment-9630346 - see the Endorsed answer by Magnus Ohm for some.

Unfortunately, there is no way around requesting the remotesupport user's password through the TAC - I had previously suggested that they could stick this as an additional function on the licencing portal (so we could get it immediately when required - rather than waiting for TAC to reply, or going through 1001 questions as to "why you want it") - but nothing has changed.

Wayne
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