Technical support
PixelHue troubleshooting — quick answers
Common situations when installing and operating PixelHue gear (switchers, video processors, event consoles): connectivity, image, sync and presets. Each entry is a safe operator check — if it still isn't resolved, contact the Luxwave technical team.
Connectivity & device detection
5 issues
The software (Triton / PixelFlow) can't find the device — how do I fix it?
Work through these checks in order: (1) confirm you can ping the device's IP — if not, verify the network settings and the network cable; (2) wait a few seconds for the device to come online by itself under the software's service/device list; (3) reboot the device. If it still doesn't appear, contact Luxwave technical support to check the control card.
I've connected my computer but the switcher isn't receiving a signal?
Set the computer's output resolution to match the switcher's input, then connect to the correct port. Open "Display Settings" on the computer and confirm it has detected the second display. If it still fails, swap the cable or try a different port/input to isolate the fault.
When should I use fiber instead of copper cabling?
Use fiber when the distance between the processing rack and the screen exceeds the stable reach of HDMI/SDI (typically a few tens of meters). Deploy the PixelHue EP-series fiber extenders (EP2 / EP4T + EP4R) to transmit hundreds of meters up to several kilometers with no signal loss.
How far can PixelHue fiber transmit?
It depends on the fiber type: single-mode reaches up to 10 km, multimode up to 300 m (EP-series). Each fiber port carries up to 3840×2160@60Hz (EP4T/EP4R) or 4096×2160@60Hz (Pro version) when the transmitter and receiver are paired. Choose single-mode for long runs and multimode for indoor or shorter runs.
The source is connected but nothing displays even though the cable is good — how do I check EDID?
If the cabling and port are correct but the source still won't display, the cause is usually EDID making the source output the wrong timing. PixelHue switchers offer 3 EDID modes (default / custom / advanced timing): set a custom EDID that matches your target resolution so the source outputs the correct timing. Then verify in the preview window.
Image
3 issues
The image tears during fast-moving content?
Tearing between screen sections is usually caused by a lack of frame synchronization. Enable Genlock (or input sync) so all outputs lock to a common timing reference, and make sure the inputs run at the same frequency. If only one area of the screen is affected, check the output card and the signal path feeding that specific area.
The output shows a gray background — how do I fix it?
Diagnose in order: (1) check whether the "no-source" layer is active; (2) use the preview window to confirm whether the input itself has a gray background. If the input itself is gray, the most common cause is the computer's graphics output being set to the "Limited" color range — switching it to "Full" resolves it.
HDCP-protected content shows a black screen / won't display?
HDCP-protected content requires both the devices and the signal path to support HDCP. The PixelHue processor automatically decrypts HDCP at the input and re-encrypts it at the output; if the display is still black, verify that every device in the chain supports HDCP. If you need to reset the output HDCP, contact Luxwave technical support.
Operation & presets
6 issues
What redundancy should I enable for a live show so it never drops?
Configure the built-in redundancy layers in advance: input hot-backup, output backup, and device backup. The P80 and S16 also feature dual power supplies. Enable these and test-switch the redundancy during the full rehearsal, before you go to air.
If I delete the screen configuration, will my saved presets / scenes be lost?
No, they won't be lost. After you delete the screen, the presets/scenes remain; you simply recreate the screen configuration exactly as before to recall the saved presets.
Can I recall old presets after swapping an input/output card?
Yes, if the replacement card is the same type as the original. If it's a different type, the old presets won't recall successfully because the hardware configuration has changed.
Can an exported project file be imported into another unit?
Only if the destination unit is the same device type and has an identical configuration to the unit that exported the file. A different device type or different card configuration won't import correctly.
Rapid back-to-back TAKE / CUT makes the image come up slowly or not at all?
Allow about 1–2 seconds between transitions. When you issue commands too quickly, the device responds to every command from the console and may lag; this is not a fault and has no impact in real-world use.
How do I save and recall presets quickly during a show?
Use the unit's presets: the P10/P20 store up to 128, the P80 up to 256, and the Q8 up to 1024. Save a preset from the preview (PVW) or program (PGM) screen, then recall it instantly while running the show.
Sync
1 issues
Multiple outputs or multiple units are out-of-sync / not frame-aligned?
First distinguish a "seam" from an out-of-sync condition: freeze the image — if the line remains, it's a seam. If the image is out of sync, enable input sync or Genlock, and verify that the inputs are genuinely synchronized with one another.
Issue not on the list?
Luxwave's technical team helps diagnose and fix PixelHue gear — during business hours, or via Zalo 24/7. For in-warranty units, Luxwave handles repair/replacement under the official policy.