Neo Matrix — No Link on One HDBaseT Output

Modified on Tue, 28 Apr at 8:31 PM

If one specific HDBaseT output on your Neo Matrix is showing no link — no LEDs on the rear port, no picture at the zone display, while other outputs continue to work — this article will help you identify where the fault is and what to send to Pulse-Eight support if you need to raise a warranty request.

This article covers a fault on one output only. If multiple zones are affected or the matrix has no picture on any output, see Neo Matrix No Signal Troubleshooting instead.

What You Will Need

A known-good Cat cable — one confirmed working on another output
A known-good receiver — one confirmed working on another output
Access to the matrix web interface via gotomymatrix.com or direct IP
A phone or camera to photograph the suspect port

Three Tests to Run Before Contacting Support

The majority of single-output failures are caused by a faulty Cat cable, a bad crimp, or a failed receiver — not a hardware fault in the matrix. These three tests will identify which it is. If it does turn out to be the matrix port, they give you the evidence needed to get an RMA approved without delay.

Swap the Cat cableTake the Cat cable from a working output and plug it into the suspect output port on the matrix. Leave the receiver at the room end connected as normal. Reboot the matrix

If the Zone comes back:the original Cat cable may be faulty — bad crimp or damaged cable. Re-terminate or replace it.
Still no link:proceed to test 2.

Swap the receiverKeep the known-good cable plugged into the suspect port. Take a receiver from a working zone and connect it at the room end. Reboot the matrix.

Zone comes back:the original receiver may be faulty — test it in a known working room to verify.
Still no link:proceed to test 3.

Confirm the fault follows the portTake the cable and receiver you just tested on the suspect port and plug them into a different, working output port on the matrix.

They work on the other port:cable and receiver are likely good — the fault may be with the matrix output port. Contact support with the evidence below.
Still no link on the other port:something else is at play — try a different known-good cable and receiver combination and repeat.

Watch the LEDs on the rear of the matrix. When plugging into a healthy port, the link LEDs light within a few seconds. If the LEDs on the suspect port stay completely dark even with a known-good cable and receiver connected, note this when contacting support — it is a significant indicator.

Also Try: Firmware Update and Factory Reset

Before contacting support, confirm both of these have been attempted:

Firmware update: Neo Matrix firmware is updated through the cloud monitoring portal at monitoring.pulse-eight.com — not the local web interface. Log in with your installer account, find the matrix under My Products, go to the Updates tab, and apply any available update. See How to Update Neo Matrix Firmware.
Factory reset: Use the pinhole button on the rear of the unit. This clears all routing configuration, EDID settings and zone names — note these down before resetting if the system is live. See How to Perform a Factory Reset. Retest the port after the reset completes.

If the port still fails after both, the fault is confirmed as hardware.

What to Send to Support

Having everything ready in your first message avoids back-and-forth and gets the RMA moving faster:

Matrix serial number — label on the rear of the unit (format: P8SN followed by 7 digits)
Which output port is affected
When the fault first appeared and whether the unit was previously working
Confirmation that a known-good cable was plugged directly into the suspect port — did it link?
Confirmation that a known-good receiver was tested on the suspect port — did it link?
Confirmation that the same cable and receiver work on a different output port
Whether a firmware update was attempted via cloud monitoring and the result
Whether a factory reset was attempted and the result
Full error log downloaded from System Health in the web interface — see How to Send the Full Error Log
A photo of the inside of the suspect RJ45 port with no cable connected
A short video showing LED states when plugging into the suspect port vs a working port — helpful but not always essential

Check the port for physical damage before contacting support. Shine a torch into the RJ45 socket and look for bent pins, debris, or signs the cable was forced in incorrectly. Physical damage is not covered under warranty, and support will ask for a port photo regardless.

Ready to contact support?
Have your serial number, completed test results and error log ready. The more detail you include upfront, the faster we can progress the RMA.

UK: 01202 413 610 | US: (858) 748-8250 | support@pulse-eight.com

Neo Matrix — No Link on One HDBaseT Output

What You Will Need

Three Tests to Run Before Contacting Support

Also Try: Firmware Update and Factory Reset

What to Send to Support

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