ARCHIVED FORUM -- March 2012 to February 2022READ ONLY FORUM
This is the second Archived Forum which was active between 1st March 2012 and 23rd February 2022
Are you using optocouplers or are you taping IR emitters to IR receivers for the ballasts?
I ask because the "tape" method is prone to IR bleed that can have unexpected results. With the optocoupler, everything is isolated to what the PUC sends out from the BeoVision or Beosystem.
Indeed, I use IRs that are taped along with IR transmitter cover to avoid the "bleeding" effect.
After further investigation, I realized that the IR commands 3, 5 and 6+any digit normally dedicated to change the channels of the sources produce the TVs to change sources (source4, 3 and 2, respectively). In other words, they mimic the commands INPUT4, INPUT3 and INPUT2 to change the source of the Atlona Matrix.
The problem was first observed after a firmware update Atlona recommended me to do. I guess they changed something to the IR codes. Since then, they have not been very responsive to my requests, B&O support as well... When I think about the price I paid for the Atlona Matrix to get this result, I'm very upset...
The problem:
The B&O remote IR signal is getting to your matrix outside of the PUC.
Here's your solution:
Get the proper optocoupler's from B&O to fully eliminate any IR bleed, and you should also disable the IR receiver on the main matrix unit itself. That should solve your problem.
I've found that Atlona can be amazingly accommodating. Just be persistent with them and they can be very helpful. I believe they offer a 10-year warrantee and will even just fully replace units even if they aren't covered under the warrantee. However, your problem is that you need the optocouplers and need to disable the IR receiver on the main unit.
Just a bit of advise. Take it or leave it.
Atlona will go far beyond any help you could get from BeoCare. They do take their customer service VERY seriously. When an optocoupler was unavailable in inventory, they custom made one for me. When they find that support is becoming too frustrating, they'll just have you ship back the part and replace it with a new part to make it work -- all on their dime. Give them a chance and they'll take care of you.
Also, get the proper optocouplers! The tape method is prone to problems.
Beolab 50, Beolab 8000 x 2, Beolab 4000 x 2, BeoSound Core, BeoSound 9000, BeoSound Century, BeoLit 15, BeoPlay A1, BeoPlay P2, BeoPlay H9 3rd Gen, BeoPlay H6, EarSet 3i, BeoVision Eclipse Gen 2 55", BeoPlay V1-40, BeoCom 6000 and so much else :)
Page 4 of the matrix manual explains how to disable the front IR sensor of the matrix. If you don't have the manual, PM me and I'd be happy to email it to you. The front IR sensor can pick up stray IR signals and cause weird behavior.
beojeff:They do take their customer service VERY seriously.
Griebel:Well, you have been lucky. The final answer I got from them after they have not been able to solve the issue is: It’s a B&O problem No, it’s not since the problem appeared when they recommended to update from the initial to the latest firmware. Clearly the update is defective, but they don’t want to admit it
Griebel: beojeff: They do take their customer service VERY seriously. Well, you have been lucky. The final answer I got from them after they have not been able to solve the issue is: It’s a B&O problem No, it’s not since the problem appeared when they recommended to update from the initial to the latest firmware. Clearly the update is defective, but they don’t want to admit it
beojeff: They do take their customer service VERY seriously.
They do take their customer service VERY seriously.
Well, you have been lucky. The final answer I got from them after they have not been able to solve the issue is: It’s a B&O problem
No, it’s not since the problem appeared when they recommended to update from the initial to the latest firmware. Clearly the update is defective, but they don’t want to admit it
After spending enough time on the phone for support, they'll eventually just honor the warranty and have you mail them the hardware and they'll replace the hardware -- loaded with the requested firmware. I found that replacements were the simplest solutions for several of their products.
Michael:Request the older firmware and a way to install it. It’s obvious this issue occurred after update and that it’s the new firmware that is the issue.
beojeff:they'll eventually just honor the warranty and have you mail them the hardware and they'll replace the hardware
Griebel:Initially, I upgraded both the firmware and FPGA. I was able to downgrade the firmware, but it didn’t solve the issue. Unfortunately, I could not roll back FPGA version, it failed. Atlona is still convinced that the problem is the setup, and not the matrix. However, I tested the matrix on a different B&O TV setup and the problem was still there. On top of that B&O support has not been able to identify in the Paris area someone with an expertise in installing matrix devices in a B&O setup.
Griebel: beojeff: they'll eventually just honor the warranty and have you mail them the hardware and they'll replace the hardware Unfortunately, warranty expired. The device was purchased in 2013.
beojeff: they'll eventually just honor the warranty and have you mail them the hardware and they'll replace the hardware
they'll eventually just honor the warranty and have you mail them the hardware and they'll replace the hardware
Unfortunately, warranty expired. The device was purchased in 2013.
The 10-year warranty began 6/1/13. Mine was just slightly before 6/1 and they agreed to still provide the 10-year warranty. If you build a good relationship with someone that you're working with at Atlona, they do make exceptions. I find that they take customer satisfaction very seriously.
Michael:One question, can the receivers at the tv ends also be updated? Perhaps that’s necessary and the issue might just as well be how the devices communicate with each other over different firmware versions.
That's a good point. I haven't thought about that. Will check with Atlona.
Michael:I’d gladly go to Paris to set it up, as a technician myself haha but I haven’t had much interaction with Altona, more of crestron and other automation hardware.
I contacted the technician who did the setup. He is no longer working at B&O, but he accepted to come and see by himself. Perhaps, there is some hope after all.
The problem has been solved by the replacement of the Atlona matrix. The problem was the firmware update which introduced a bug in the IR codes for digits 3, 5 and 6 which, when they were selected, made the matrix change the video source instead of the channel.
Took me a lot of time and energy convincing Atlona that the problem was not my B&O setup, but the matrix.
Noticed that the defect firmware is still available for download on the Atlona web site...