AV-Sync Classic Troubleshooter
Use this troubleshooter when AV-Sync on Podcatcher Classic does not work as expected. Answer each question; the next step depends on your answer. You will end with a solution or a clear point to contact the helpdesk.
Do you hear any audio after aiming the Podcatcher Classic at the AV-Sync IDentifier?
Is the audio in sync with the video?
It seems to work correctly.
Maybe there is another problem. If so, contact the helpdesk.
Is the audio in sync with the video until the video restarts?
When the video restarts, does the audio on the Podcatcher Classic restart as well?
Are you using a special long range IDentifier for remote activation?
Are you located within range of the long range IDentifier?
The audio should resynchronize with the video, each time the video restarts.
Contact the helpdesk.
Contact the helpdesk.
To cover the whole room it might be necessary to install an additional long range IDentifier. Contact the helpdesk about this issue.
Compensate for the restart delay of the video.
Keeping the media player and the Podcatcher Classic in sync after the video restarts needs a small correction: add silence to the end of the audio with the Extend option in the AV-Sync Video Tool. See Loop correction on the AV-Sync Classic page.
Make the audio restart as well: turn on Automatically replay this clip when it is finished.
You find this setting on the AV-Sync clip in the Platform. If you are not using a long range IDentifier, you may also need to extend the audio to compensate for the delay of restarting the video (see Loop correction on the AV-Sync Classic page).
If you aim the Podcatcher Classic right after the start of the video, is the audio then directly running out of sync?
Is the AV-Sync box connected directly to the television or projector playing the video?
Televisions can cause a delay in the video. If possible use the audio output on the television instead of that of the media player.
Have you added the AV-Sync track correctly to the video?
No silence must be added at the beginning of the track.
Check the audio file.
The audio file may contain extra information (ID3 tags) that is not supported. Upload the file again in the Platform and publish the tour again. If that does not help, convert the file or contact the helpdesk.
Replace the AV-Sync track in the video.
For more information, see the AV-Sync media preparation page.
Does the television or projector have an analog audio output connection?
Connect the AV-Sync box directly to the television or projector.
Note that the volume of the television needs to be properly set with audio effects disabled.
Correct the delay using the AV-Sync offset setting.
See the AV-Sync Classic page.
If you wait until halfway through the video and then point the Podcatcher Classic again, is the audio out of sync then?
Check the audio file.
The audio file might not meet the MP3 specification; some audio programs create such files. Upload the file again in the Platform and publish the tour again. If that does not help, convert the file or contact the helpdesk.
Contact the helpdesk.
It is not clear when the deviation occurs.
Is the video that is played by the media player visible on the screen?
Does the Podcatcher Classic produce a beep sound after pointing it?
Does the stop contain an audio file in the correct language, and has the tour been published and synchronized?
Has the Podcatcher Classic started a tour (is the green light blinking)?
Are the DIP switches on the AV-Sync box set correctly?
The DIP-switch setting must match the Video Code of the AV-Sync Stop in the Platform, for instance A0:01 for Video Code A001.
Does the AV-Sync box send out the correct code?
Put the Podcatcher Classic in the Dockingstation, press and hold the left and middle buttons, and take it out of the Dockingstation while still holding them until all the lights are on. The Podcatcher Classic is now in Pronounce mode. Aim at the AV-Sync IDentifier and check that the spoken code equals the Video Code of the Stop in the Platform.
Contact the helpdesk.
The tour should be OK, the AV-Sync box seems to work and the Podcatcher Classic responds to it. Something else may be wrong.
Return the AV-Sync box for repair.
The AV-Sync box seems to be broken.
Correct the DIP-switch settings.
After correcting the DIP-switch settings, remove power from the AV-Sync box and briefly wait before restoring it.
Aim the Podcatcher Classic at a language IDentifier to start a tour. Then try again.
Upload any missing audio file in the Platform and publish the tour. Then sync the Podcatcher Classic and try again.
Does the yellow light illuminate when aiming the Podcatcher Classic? (Does the Podcatcher Classic respond at all to the IDentifier.)
Return the Podcatcher Classic for repair and try again with another Podcatcher Classic.
The speaker in the Podcatcher Classic might be broken.
Is the green light on the AV-Sync box blinking?
If red is blinking as well, choose no.
Is the cable between the AV-Sync box and the IDentifier connected correctly?
The cable must be connected to the connector labeled IR OUT. Replace the cable if it seems broken or damaged.
Do you use a special long range IDentifier for remote activation?
Is the long range IDentifier correctly connected to the power?
If the power adapter functions correctly, a light on the back of the IDentifier is on.
Are more than one long range IDentifiers present in the room, and if so does the problem disappear if you temporary disable these?
To test this, temporarily remove power from the other long range IDentifiers. If you do not have any, choose No.
Contact the helpdesk.
The long range IDentifiers may possibly disturb each other. A signal can be split but this has to be done correctly. A special AV-Sync track might also be needed.
Is the infrared signal visible on the camera of your phone?
Take a picture with your phone of the long range IDentifier. Can you see that a signal is being sent?
Try another Podcatcher Classic if possible.
The AV-Sync box sends out a signal, but the Podcatcher Classic does not respond. It might be the Podcatcher Classic. If not, contact the helpdesk.
If possible, replace the long range IDentifier.
Probably the IDentifier is broken or the settings are not correct. It could also be that your phone camera does not detect infrared. Contact the helpdesk.
Connect the power and restart.
A long range IDentifier needs a 9V adapter, in contrast to the AV-Sync box which uses a 5V-adapter.
Try another AV-Sync IDentifier if possible, or contact the helpdesk.
The IDentifier or the cable to the AV-Sync box might be broken.
Correct the cable connection and try again.
Is it possible to get (only) the green light blinking?
Turn the Gain button on the AV-Sync box. Also unplug and plugin again the DC adapter.
The problem should be solved now.
Try again if the Podcatcher Classic responds.
Is the cable between the media player and the AV-Sync box connected correctly?
The analog Audio-Out of the media player must be connected to the Audio-In connector of the AV-Sync box. Do not use long cables or cable adapters for this connection.
Is the red light blinking?
Rotate the Gain button fully to the right if required.
Does the red light blink periodically?
If it illuminates irregularly (like an audio signal), answer No.
Is the volume of the media player set at approximately 80%?
The volume might be too high or too low.
Are all audio effects switched off?
Check and disable any options for spatial sound or other audio effects on the television or computer playing the AV-Sync video. This is not applicable if you use a BrightSign media player.
Does the Video Code in the Platform start with A1 (instead of A0)?
Codes that start with A1 are flexible mode AV-Sync Stops.
Are all the DIP switches set to the upper position (ON)?
Has a special flexible mode AV-Sync track been added to the video instead of the normal AV-Sync track?
In flexible mode a special track is required that includes the IDentifier code.
Contact the helpdesk.
There might be a problem with the video or the hardware.
Add the correct AV-Sync track to the video. For instructions, see the AV-Sync media preparation page.
Correct the DIP-switch settings.
For AV-Sync stops starting with A1, all DIP-switches must be set to the upper position (ON). After changing the switches, remove power from the box and briefly wait before reconnecting it.
Could it be that all DIP-switches are set to the upper position (ON)?
Code A0:FF is not a valid AV-Sync code and cannot be used.
Correct the DIP-switch settings.
For AV-Sync stops starting with A0, the code must be set using the DIP-switch. After changing the switches, remove power from the box and briefly wait before reconnecting it.
Has the normal AV-Sync track been added to the video?
Some videos have been prepared with a special AV-Sync track for flexible stops starting with A1. These cannot be used on normal AV-Sync stops.
Contact the helpdesk.
There might be a problem with the video or the hardware.
Add the correct AV-Sync track to the video. For instructions, see the AV-Sync media preparation page.
Disable all audio effects and try again.
The audio signal from the media player for AV-Sync is sensitive to interruptions.
Adjust the volume to approximately 80% and try again.
If the volume is too high or too low, the sound might be distorted causing problems in the AV-Sync box.
Have you added an AV-Sync track to the video?
Does the situation change if you switch the red and the white RCA plug?
The audio cable from the media player normally splits into a red and a white connector. The red connector is normally connected to the Audio-In connection of the AV-Sync box, but in some cases the white one should be used, depending on the cable and the placement of the AV-Sync track.
Check if the problem has been resolved.
If the green light blinks (after adjusting the Gain knob), the problem should be solved.
Contact the helpdesk.
We can check the video for you. If the light on the AV-Sync box blinks irregularly, a normal audio signal is probably connected to the AV-Sync box instead of the AV-Sync track.
Add the correct AV-Sync track to the video. For instructions, see the AV-Sync media preparation page.
Check the audio output of the media player (using a headphone). Can you hear any sound or beep tones?
The media player is playing the video. It might not be playing any sound.
Replace the audio cable and try again.
Most likely there is a defect in the audio cable between the media player and the AV-Sync box.
Are you using a BrightSign media player?
Have you used the BrightAuthor software to prepare the video?
Has the analog audio output been enabled?
In BrightAuthor, check if in the tab Edit, under the button Zone Properties, the audio output Analog Stereo is selected. (The HDMI option can normally be disabled.)
Does the BrightSign work when playing another video?
Copy another video on the SD card and restart the BrightSign. Check if audio is now played.
Try to convert the video to another format.
The video might have an unsupported format. For instance the MP4v2 container format is not supported, resulting in video being played without audio.
Contact BrightSign for support.
The BrightSign player might have a defect.
Correct the settings and try again.
Instead of using the BrightAuthor software, in most cases you could also copy the video directly on to the SD card.
Does the BrightSign work when playing another video?
Copy another video on the SD card and restart the BrightSign. Check if audio is now played.
Try to convert the video to another format.
The video might have an unsupported format. For instance the MP4v2 container format is not supported, resulting in video being played without audio.
Contact BrightSign for support.
The BrightSign player might have a defect.
Has the audio output been enabled on the media player?
The mute function of the media player might be active, or the volume might be too low.
Set the volume to approximately 80% and try again.
Contact the helpdesk.
The media player will not play sound but the cause is unclear. Unfortunately this troubleshooter does not provide advice for other types of media players than the BrightSign.
Correct the cable connection.
If possible, use the cable provided with the AV-Sync box.
Has the screen been switched on and is it set to the correct channel?
Is the video cable between the media player and the screen connected correctly?
Are you using a BrightSign media player?
Does the BrightSign player show an image or text on the screen?
The BrightSign player might show an error or message that could help to identify the problem.
Check the information on the screen.
The BrightSign needs an SD card with the video on it. It might have been installed incorrectly, been formatted incorrectly or the video might be in an unsupported format.
Is the power adapter of the BrightSign connected correctly?
Are any lights on the player illuminated?
Check the video on the SD card.
The BrightSign needs an SD card with the video on it. It might have been installed incorrectly, been formatted incorrectly or the video might be in an unsupported format.
Contact BrightSign for support.
There is probably something wrong with the power supply. Check if you are using the right adapter.
Connect the power adapter and test if the video now plays.
Contact the helpdesk.
Unfortunately this troubleshooter does not provide advice for other types of media players than the BrightSign.
Connect the video cable and try again.
Set the screen to the correct channel and try again.
What the troubleshooter checks
Section titled “What the troubleshooter checks”No audio when you aim at the AV-Sync IDentifier. Is the video visible on the screen, does the Podcatcher Classic beep and does its yellow light respond, has a tour been started, and are the stop’s audio, the publish and the sync in order? Then the AV-Sync box: the green and red lights, the GAIN knob, the audio cable from the media player, the volume (about 80%), audio effects, the red and white RCA plugs, the cable to IR OUT, the DIP switches for A0 codes (all switches up for A1 codes), and whether the video carries the right AV-Sync track. You can check the code the box sends with Pronounce mode.
Audio plays, but out of sync. Whether it drifts after the video restarts (turn on Automatically replay this clip when it is finished, or extend the audio), whether it is off from the start (the screen delays the picture — connect the AV-Sync box to the audio output of the screen, or set AV-Sync Offset), or only later on (check the audio file).
No picture. Screen, input channel, video cable, and for BrightSign media players the power, the SD card and the video format.
Related articles
Section titled “Related articles”- AV-Sync for Podcatcher Classic — setup, DIP switches, offset and AV-Sync Test Mode
- AV-Sync media preparation (Classic) — make the video and audio files
- Contact Support — reach the helpdesk