Affected Products

Problem | Symptoms

• Intermittently, the NV-1-H-WE may change its status to Missing when connecting an HDMI source
• Once an AV source shows valid video format in the AV Source component, the NV-1-H-WE should continue to work until the next HDMI cable connection attempt
• The status will sometimes go to Fault - Packet Missing or Communication Failure before it changes to Missing. The NV-1-H-WE may go to status missing as the HDMI cable is plugged in or within a few seconds after it is connected. 
• It's possible to create this failure without an AV source connected to the other end of the HDMI cable. 

Causes | Verification

Internal testing has shown that this issue is caused by electrostatic discharge (ESD) coming into contact with the NV-1-H-WE.

Solution | Workaround

Once in a failed state, the NV-1-H-WE must be rebooted to return normal functionality. 

The Q-SYS development team is investigating a permanent solution to this issue.

As a temporary workaround, to avoid ESD causing the NV-1-H-WE to enter a failed state, connecting the NV-1-H-WE to (earth) ground is the best solution.

This can be achieved in one of two ways:

• The best practice is to connect a ground wire to the NV-1-H-WE directly. This can be achieved by using an M2.5x5mm screw to attach a 14 AWG wire via a #4 or #6 ring terminal to the PEM standoff on the back of the NV-1-H-WE as pictured below. The unit below is unpainted, but this method will work on painted units.

• Alternatively, in our testing, we also successfully prevented the issue by grounding the NV-1-H-WE via its ethernet connection. During our tests, a 6 foot Cat 8 cable was used, and electrical continuity was verified between the NV‑1 chassis and the metal frame of the equipment rack. The network switch in this configuration was bonded to the same rack and grounded to the building’s wall (earth) ground. It is important to note that effective ESD mitigation with STP cabling requires metal shielded connectors.

  Note

  An HDMI ESD protection dongle inserted into the HDMI port of the NV-1-H-WE has successfully protected the NV-1-H-WE HDMI port from ESD. This method should be used as a last resort, as the HDMI dongle only protects the NV-1-H-WE HDMI port from ESD, while the rest of the chassis is still vulnerable unless it is grounded. Additionally, many of the ESD HDMI protection dongles on the market do not show voltage protection ratings, so their effectiveness may vary.