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Atlona matrix behaving weird

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Griebel
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Griebel posted on Fri, Mar 8 2019 3:33 PM
Hi,

I have been using the AT-PRO3HD44M ATLONA matrix to distribute HDMI signals to 4 B&O TVs for several years now without any issue.

I updated the firmware of the matrix (how stupid of me!) recently and since then I have an issue when changing TV channels via the B&O remotes (Beo6/4): when I select a channel (i.e. pressing a digit), instead of switching to another TV channel, the matrix switches to another source. Curiously, it happens only after having changed 3 channels (or pressed 3 digits) in a row: the press of the 4th digit changes the source.

It happens with all the sources and TVs. I tried to figure out what was wrong: reset the matrix, the matrix setup in the TVs, checked the connections… but to no avail. Contacted ATLONA who told me that it’s not a matrix problem, but an environmental issue (not sure what that means). I’m clueless…

Anyone an idea what could be the cause of the problem? Thanks.

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beojeff
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Are you using optocouplers or are you taping IR emitters to IR receivers for the ballasts?

beojeff
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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.

Griebel
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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...

beojeff
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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.

Griebel
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Finally, Atlona support got back to me to tell me that the firmware update file I was pointed to is not the correct one; in other words, I updated the FW of my matrix with the wrong file! That’s a bad news. Now, they are trying to figure out how to update the wrong FW or roll back to an earlier version of the FW. I don’t know what to say...
beojeff
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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.

Michael
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Michael replied on Mon, Mar 11 2019 12:30 PM
I’m surprised their devices will even update with the wrong device firmware. Some kind of verification mechanism should be in place. Glad to hear they found a solution as it was obvious that the issue was in relation to the firmware change.
Griebel
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Well, that’s what they thought that the firmware was the cause...but no. I did the update, the correct one, but the problem is still there.

Let’s what’s their next suggestion...

I haven’t forgotten about the optocouplers, but I have being using them for years with the matrix without any issue.
beojeff
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beojeff replied on Mon, Mar 11 2019 11:17 PM

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.

Griebel
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Thanks. It’s the first thing I did: disabling the IR sensor of the matrix. The IR signal enters only via the jack ports of the matrix connected to the different TVs, all located remotely.
Griebel
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Griebel replied on Tue, Mar 12 2019 10:58 AM
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 itSuper Angry
Michael
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Michael replied on Mon, Mar 18 2019 12:03 AM
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

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
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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 itSuper Angry

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.

Griebel
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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.

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.Sad
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