Neo Matrix — No Signal / Blank Picture Troubleshooting

If you are getting a "No Signal" message or a blank picture on a TV connected to a Pulse-Eight Neo Matrix, work through the steps below in order. Check whether the issue resolves after each step before moving to the next.

Before You Start

Step 1 — Check Physical Connections

• Confirm the HDMI cable from your source device is firmly seated in the correct input port on the matrix.
• Confirm the HDBaseT cable (Cat5e or better) is firmly connected to both the matrix output port and the receiver.
• Confirm the receiver's HDMI output is firmly connected to the correct HDMI input on the TV.
• Confirm the source device is powered on and actively outputting a signal — not in standby.
• Confirm the TV is set to the correct HDMI input.

Step 2 — Check the Matrix is Routing Correctly

Log into gotomymatrix.com on a device connected to the same network as the matrix. Check that the affected output is routed to the intended source — sources shown in blue are detected as active. If not routed, drag the source to the output and test.

Step 3 — Perform an EDID Handshake

EDID is the handshake between source and display that determines what resolutions and formats are supported. A mismatch can result in no picture even when cables and routing are correct. To reset the handshake:

For more detail on EDID issues, see: General EDID issues and how to identify them

Step 4 — Check HDBaseT Cable Quality

Poor cable quality is one of the most common causes of signal loss on a single zone. Log into gotomymatrix.com, navigate to the affected output, and run the HDBaseT Link Quality test. The result should read Good or Excellent. A result of Poor or Moderate indicates the cable run is the likely cause.

Cat5e is the minimum cable requirement. Cat6 or Cat6a is recommended for longer runs or 4K. If quality is poor, try re-terminating the cable ends before replacing the cable itself.

Step 5 — Replace the HDMI Cable to the TV

Faulty or low-quality HDMI cables between the receiver and the TV are a common and easily overlooked cause of no signal. Try replacing this cable with a known-good cable and test.

Step 6 — Swap the Receiver

If possible, swap the receiver on the affected zone with a known-working receiver from another zone. If the picture returns, the original receiver is faulty. If the problem follows the replacement receiver, the issue is not the receiver.

Step 7 — Test on a Different Matrix Output Port

Connect the receiver's HDBaseT cable to a different output port on the matrix. If the picture returns on a different port, the original output port may be faulty. Contact Pulse-Eight support.

Step 8 — Test the Source on a Different Input

Connect the source device directly to a TV using a standard HDMI cable to confirm the source itself is working. If the source works directly but not through the matrix, the HDMI input port on the matrix may be faulty. Contact Pulse-Eight support.

Known TV-Specific Issues

• Samsung TV Black Picture Issue
• Samsung TVs Randomly Turning On
• LG 2016 Series OLED — Blank Picture
• Blank Picture but Resolution Displayed on Screen