If you cannot get a picture on your screen but the screen displays what the resolution is (e.g 4K 4:4:4) the issue could be that the Transmitter and Receiver are on incompatible firmware.
In order to resolve this please follow the appropriate instructions below:
If you have a Neo X, NeoXSR, NeoXMR or NeoX+ Matrix:
If you experience this symptom in order to resolve it you will need to update the firmware on either the receiver or the transmitter (whichever one is out of date).
If you are using another Matrix (e.g Neo8A, or Neo 4 Professional)
Please contact customer support who can check the firmware of your transmitters (within the matrix), and receivers attached to the matrix. If the units are on a matching firmware they will proceed to troubleshoot your issue. If they are on mismatched firmware's they will raise an RMA to get the older product back (either the receiver of the matrix), so we can get this updated for you and resolve your issue. Or if you are still within the advanced replacement period of your policy, we will replace the unit with the 'older' firmware.
If you are using an Extender Set (Lite, Pro or Ultra)
Please contact Customer Support who will raise an RMA to get this resolved for you. Depending on where you are within your warranty period this will be a repair or replacement. Please ensure you have checked that the resolution and distance you are sending is supported by the Extender Set you are using.