Pre-sales FAQ:

1. Q: How to connect devices to HSW401-E23?

A: Connect each input source device using an HDMI cable to the HSW401-E23. The display device needs to use an HDMI cable plugged into the output port of the HSW401-E23. For audio amplifiers or speakers, you can use a Toslink optical cable inserted into the S/PDIF optical audio output port, and speakers can be connected to the L/R audio output port. (You can choose S/PDIF audio output or L/R audio output depending on your needs.)

2. Q: What is the maximum supported length for the cables connecting HSW401-E23 to input and output devices?

A: When utilizing 4K@60Hz as the input, it is recommended that the input HDMI cable does not exceed 3 meters, while the output HDMI cable should not exceed 5 meters.

When using 1080@60Hz as input, the input HDMI cable is required to be less than 10 meters, and the output HDMI cable is required to be less than 15 meters.

3. Q: How many switching modes does HSW401-E23 have?

A: There are two modes available: automatic switching and manual switching. Press the "input" button until all indicators flash once to enter either the automatic switching mode or the manual switching mode. The default mode is manual switching.

Manual Switch Mode

In this mode, use the panel button or IR remote control to switch the input port.

Auto Switch Mode(also known as the Auto Detection mode)

In this mode:

① When attaching a new input device to the switch, the HDMI switch will switch to this plugged-in source automatically.

② When removing a connected input source, the HDMI switch will switch to the first valid input source automatically.

(Tips: Also, you can use the panel button or IR remote control to switch the input port.)

4. Q: How to switch audio modes?

A: The HDMI Switch supports high channel audio mode. You can select the audio output of the corresponding channels by pressing the audio mode selection button "Audio" on the front panel or the key "P" on the remote control.

• 5.1: In this mode, the input device can select up to 5.1 Channel audio regardless of whether the display supports 5.1 Channel or not.
• 2.0: In this mode, the input device can select up to 2.0 Channel audio regardless of whether the display supports 2.0 Channel or not.
• Auto: In this mode, the supported audio format is dependent on the connected display.

(Tips: The L/R audio output port cannot support more than 2.0 Channels of audio. If Multiple channels are played, the L/R audio will not output correctly.

Changing the audio mode on the HDMI Switch will not convert the audio format from the input source, but may change the preferred audio setting of the input source device.)

5. Q: What is the CEC function?

A: Consumer Electronics Control (CEC) is a feature of HDMI designed to control HDMI-connected devices by using only one remote controller; So, individual CEC-enabled devices can command and control each other without user intervention.

If your input devices and output devices support the CEC command, you can use the below function:

One Touch Play:

Allows devices to switch the TV to use it as the active source when playback starts.

System Standby:

Enables users to switch multiple devices to standby mode with the press of one button. (Tips: The function on this switch acts like this: when you turn off the TV which is connected to the switch, all the input devices will be turned off.)

Remote Control Pass Through:

Allows remote control commands to be passed through to other devices within the system.

6. Q: How to switch the input source?

A: There are two methods to switch the input source: the front panel and the remote control.

• the front panel:

Switch the input devices by pressing the button [Input] on the front panel of the HSW401-E23. For example, press [Input] until you see the ② LED is lit. That means you have selected input 2 as input.

• the remote control:

①Directly press the [1~4] key to make the output device display the selected input source device.

②Press the "M" key to switch to the next input port.

7. Q: Does the HSW401-E23 support 4K@60Hz?

A: Yes, it does. It supports 4K@60Hz with 4:4:4, HDCP, and HDR. Also, it's backward compatible with 4K@30Hz and 1080P displays.

8. Q: Is HSW401-E23 a KVM? Can I connect a keyboard and mouse to use it?

A: No, HSW401-E23 is not a KVM and does not support connecting a keyboard and mouse for use. HSW401-E23 is an HDMI Switch, not an HDMI KVM. The difference lies in the functionality: HDMI switch is primarily used to switch between multiple HDMI sources and a single display, whereas HDMI KVM provides additional capabilities, allowing you to switch between multiple computers and control them using the same set of peripherals such as a keyboard and mouse.

If you want to use a set of keyboard and mouse to control and switch multiple input devices, HKS0401A2U may be a suitable choice for you.

9. Q: Does the HSW401-E23 feature EDID emulation?

A: Yes, it supports EDID emulators in each input port to keep PCs always having correct display information.

10. Q: I have a smart Samsung TV, series 8000, un55d8000, Oppo HDMI DVD player, Pioneer Laster disc player HDMI, Roku, Sonos sound bar, optical, Sennheiser flex 5000 for wireless headphone use, either optical or 3.5 mm headphone jack & spectrum cable box. I will be purchasing the following: TESmart 4x1 HDMI Switch 4K HDMI Switcher Box with Optical Audio Out, 4 in 1 Out HDMI. Will I be able to control the on/off function with the optical out for my sound bar?

A: Based on your situation, I believe our HDMI switch - HSW401-E23 is a more suitable choice for you. The optical audio in the product title refers to the S/PDIF audio interface. Based on the information you provided, you need a 3 in 1 out Switch with 2 audio outputs. Our product HSW401-E23 could meet your needs.

Each input source device needs to use an HDMI cable to the HSW401-E23. The display device needs to use an HDMI cable plugged into the output port of the HSW401-E23. For your sound bar, you can use a Toslink optical cable inserted into the S/PDIF optical audio output port, and your Sennheiser Flex 5000 for wireless headphone use can be connected to the L/R audio output port.

If you have other concerns, please feel free to reach out to our customer support center via the contact information located in the bottom right popup widget of our official website for assistance. We are here to help.

11. Q: What is the recommended operating temperature for your product?

A: The HSW401-E23 is designed to operate within a temperature range of 0 to 50 degrees Celsius. Please note that our products fall under the category of consumer electronics and are not industrial-grade equipment.

12. Q: How to Use: Quick Start with Influencer Videos.

A: You can learn more about the HSW401-E23 by the following link: TESmart 4K 60Hz HDMI 4x1 Switcher - It's good.

After-sales FAQ:

1. Q: There is no HDMI port on my input source device. How can I connect to the HSW401-E23?

A: Please kindly check if there are any other audio and video ports on your input source device. Typically, input source devices are equipped with multiple audio and video ports. If your input source device has other audio and video ports such as USB-C, DP, VGA, DVI, etc., you can try using conversion cables or docking stations for the connection. If you're unsure, please feel free to reach out to our customer support center via the contact information located in the bottom right popup widget of our official website for assistance. We are here to help.

2. Q: Why can't I hear any sounds when I plug my audio device into the HSW401-E23?

Please ensure that in your computer's sound settings, you select the name of the connected monitor as the audio output channel, rather than the name of the audio device. Verify if audio output is functioning correctly under this configuration.

If the issue persists, check if you have selected the correct audio channel. You can do this by pressing the "Audio" button on the front panel or the "P" key on the remote control to cycle through the available audio output channels.

Should the problem persist, kindly reach out to our customer support center through the contact information provided in the bottom-right widget on our official website. Please include the specific model of your audio device when contacting our support team, and we will assist you further in resolving the issue.

3. Q: Whenever I switch to any input device, the display connected to HSW401-E23 shows a black screen. What should I do?

A: Please follow the troubleshooting steps below to identify and resolve the issue:

•  Check if all power indicators on the product are off. If so, try changing the power source to see if the issue persists.
•  Connect the display device directly to the input devices to check if it functions correctly. If the display device still does not work, it may indicate a problem with the display device or cables
• Confirm if adapters/dock stations are used to connect the input devices and display devices to HSW401-E23. If yes, check the adapters' signal direction or try an alternative one. The correct signal flow is from the input devices to the HDMI switch and then to the display device
•  If there are no issues with direct connections and cables, connect a laptop to HSW401-E23 and open the "Advanced Display Settings" in the "Display Settings" on the laptop. Verify if it detects the external display device. If not, there may be a problem with the output port on HSW401-E23.

4. Q: Why does my display device display properly when switched to one computer, but goes black when switched to another?

A: Please follow the troubleshooting steps below to identify and resolve the issue:

Step 1: Please swap the connection ports where the input source is connected to the KVM. (keep the cables unchanged)

Cross testing as shown in the figure:

Before: Assuming that before conducting the cross-experiment, input 1 shows a black monitor, input 2 is the working monitor.

PC 1--->HSW401-E23 Input 1--->（Black monitor）

PC 2--->HSW401-E23 Input 2---> （The working monitor）

Result①: PC1 & its cables -->HSW401-E23 Input 2-->(Black monitor) PC2 & its cables-->HSW401-E23 Input 1-->(The working monitor ) Result: The PC2, which was previously displaying normally, continues to function properly, while the PC1 is not displaying anything. This confirms that the HSW401-E23's input port is functioning properly. Thus, the cause of the problem might be the PC1's cable or its output port. Therefore, further investigation is necessary. Please go to step 2.

Result②: PC1 & its cables-->HSW401-E23 Input 2-->(The working monitor) PC2 & its cables--->HSW401-E23 Input 1-->(Black monitor) Result: The previously functional PC2 is now not displaying, while the PC1 can work correctly. This indicates a malfunction in the HSW401-E23 input 1 port. Please reach out to us via the chat window at the bottom right or by submitting feedback for further assistance. Our team is available to help you troubleshoot the issue.

Step 2: Please swap the input source cables connected to the computer. (keep the input source and product port unchanged)

Cross testing as shown in the figure:

Before: Assuming that before conducting the cross-experiment, PC1 shows a black monitor, PC2 is the working monitor.

PC1--->Input cable 1 --->（Black monitor）

PC2--->Input cable 2---> （The working monitor）

Result①: PC1--->Input cable 2 --->（Black monitor） PC2--->Input cable 1 ---> （The working monitor） Result: The black screen issue persists with PC1, while PC2 continues to display normally. This suggests that the cable connected to PC1 is functioning properly. You can attempt connecting it to another port on PC1 or provide us with the specific model ID of PC1 for further assistance.

Result②: PC1--->Input cable2 --->（The working monitor） PC2--->Input cable 1---> （Black monitor） Result: The black screen issue on PC1 has been resolved and it now displays normally. However, PC2, which was previously working fine, now has a black screen. This indicates a potential cable problem with PC2. We recommend replacing the HDMI cable connected to PC2 to fix the issue.

Each of the following steps is designed to troubleshoot a potential problem, so if you have confirmed the problem after a certain step of testing, you do not need to continue with the subsequent troubleshooting experiments. Contact customer service through online chat or email and explain the troubleshooting you have done. Their assistance can help you resolve the issue more efficiently, saving you time and money.

5. Q: What should I do if I've lost the remote control?

A: If you are located in the United States, you can purchase a replacement remote control by following this link: US. If you are in the European Union region, please feel free to reach out to our customer support center via the contact information located in the bottom right popup widget of our official website for assistance. We are here to help.

6. Q: Does the product have a factory reset function?

A: The product does not support restoring factory settings. Please contact our customer service center if you have any problems.

7. Q: Does the product support firmware updates?

A: Currently, our products do not have firmware updates available. If you are experiencing any issues, please feel free to reach out to us for assistance through the bottom right popup widget of our official website.

8. Q: Does the product support 7*24 hours of work?

A: Our product supports continuous power-on and operation. However, to extend the lifespan of the product, we will recommend customers turn off the power when not in use. If you require the KVM to stay on continuously, we suggest ensuring a stable power supply environment and regularly checking the product's status.

If you haven't found the answer to your question above, please feel free to reach out to our customer support center for assistance. You can contact us through the information provided in the bottom right popup widget on our official website, or by emailing us at service@tesmart.com. We are here to help.