Background

Airtame performs a HDMI handshake with the attached screen/display. During this process Airtame asks the attached screen/display for it's supported resolutions and refresh rates before applying the preferred resolution/refresh rate advertised by the attached screen/display. 

This process may fail. In those cases the Airtame reverts to hard-coded default resolution/refresh rate and that default option may not provide video or sound. 

✋ If you run into issues while using this article please use the white and blue chat icon in the lower right to contact our support team.

Troubleshooting steps

Troubleshooting advice will differ between Airtame 1 and Airtame 2. Please use the appropriate section below to begin your troubleshooting.

Airtame 2 Black Screen or No Input Signal

1. Is HDMI handshake successful? 

Let's start by checking for a successful HDMI handshake between Airtame 2 and the attached screen/display. To do this we will access the Airtame device settings from the Airtame app or from Airtame cloud (if you have your Airtame added to Airtame cloud).

This GIF shows you how you would check the resolution drop down from the Airtame application. Take notice of the long list of available resolutions and refresh rates. This example shows a successful HDMI handshake.

This GIF shows checking resolution from the Airtame cloud console. 

a) Failed HDMI handshake

A failed HDMI handshake will only show a few resolution options.

If your resolution drop down only shows a few resolution options (1-3) please try the following: unplug the USB-C Aircord, flip it over 180 degrees and plug it back in. This will reboot the Airtame. Once rebooted please check the resolution list again.

✋ If you still only see 1-3 resolution options please use the white and blue chat icon in the lower right to contact our support team. 

b) Successful HDMI handshake

A successful HDMI handshake should show many resolution options

If you have successful HDMI handshake and no video signal you can try adjusting the resolution manually

Please try setting a manual resolution that ends in (C) or (P), apply the changes and check for video signal. Please wait a few seconds after applying the resolution change. There may be a slight delay before the picture comes back.

It's strange but sometimes subtle changes make a big difference e.g. 1920x1080 @60Hz vs. 1920x1080 @50Hz where only one supports video/audio. It might take some trial and error.

✋ If you still do not have video output after testing resolutions please use the white and blue chat icon in the lower right to contact our support team.


Airtame 1 Black Screen or No Input Signal

1. Are you still able to access the Airtame?

Let's first check if the Airtame 1 is still visible to your Airtame application. Open the Airtame application, does your Airtame show? 

You can also check your computers wifi list for the Airtame's own management network (same name as Airtame).

In this example my wifi list shows my 'Operations' Airtame. I can directly connect to that network, open the Airtame app and adjust Airtame settings.

a) Airtame 1 is not visible

If you cannot access the Airtame settings let's first try a factory reset using these instructions

If that is unsuccessful you can also attempt a manual flash of the SD card inside the Airtame 1 unit using a SD card reader. This could overwrite any corruption to the firmware image stored on the SD card. 

✋ If your Airtame remains unreachable please use the white and blue chat icon in the lower right to contact our support team. 

b) Airtame 1 is visible

Please try setting a manual resolution that ends in (C) or (P), apply the changes and check for video signal. Please wait a few seconds after applying the resolution change. There may be a slight delay before the picture comes back.

It's strange but sometimes subtle changes make a big difference e.g. 1920x1080 @60Hz vs. 1920x1080 @50Hz where only one supports video/audio. It might take some trial and error.

From the airtame application: 

From Airtame cloud: 

✋ If you still do not have video output after testing resolutions please use the white and blue chat icon in the lower right to contact our support team. 

👉 For help with sound troubleshooting please check out this article.

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