HMA404-L23 (PreviouslyHMA0404A60) FAQ

Pre-sales FAQ:

  1. Q: How do I connect my device to HMA404-L23?

A: To connect each input source device, use an HDMI cable to connect to the input port on the HMA404-L23. Similarly, each display device should be connected using an HDMI cable to the output port on the matrix.
  1. Q: How many display modes are available for HMA404-L23?

A: There are three display modes available for HMA404-L23. Each HDMI output port on our HDMI Matrix supports Quad Multi-Viewer mode. So you can set the Quad Multi-Viewer mode(2 modes) or Single Display mode for each HDMI output port.
Mode 1: All HDMI output ports are in Single Display mode.
Mode 2: Some HDMI output ports are in Single Display mode, and the others are in Quad Multi-Viewer mode.
Mode 3: All HDMI output ports are in Quad Multi-Viewer mode.
  1. Q: Does HMA404-L23 support 4K60Hz?

A: No, it does not support 4K60Hz. It only supports 4K30Hz, and under Quad Multi-Viewer mode, it supports 1280x720@60Hz or 1920x1080@60Hz. You can choose the appropriate display resolution according to your requirements.
  1. Q: How to operate the HMA404-L23?

A: You can easily control the matrix via the front panel key, IR remote control, and RS232 port.
the front panel key:
The digital display shows the input port number selected by the current output port, and the button beside every digital display is the input selection button.
Select the output channel you want to control on the front panel (one of "Output 1~Output 4"), and continuously press the input selection button beside its digital display, the digital display will cycle from 0 to 4, until the digital display of the output channel shows the input port number you want.
Tips: The number “0” indicates the corresponding output entering Quad Multi-Viewer mode.
the IR remote control:
the RS232 port:
① Connect RS232 port:
You can use one RS232 cable to connect the RS232 port on the HDMI Matrix to your Control Terminal.
② Communication protocol:
Baud rate: 9600 bps
Stop bit: 1 bit
Data length: 8 bits
The commends are as the following form:
③ RS232 port usage:
Based on the communication protocol, we provide a controller on the Windows OS, you can visit our official website to download it: www.tesmart.com.
Step 1: Use an RS232 cable to connect the PC to the HDMI Matrix.
Step 2: Run the HDMI MatrixController. Select page "General" and click "Serial control".
Step 3: Select the serial communication port number which connected to the HDMI Matrix.
Step 4: Click "Connect" to open the serial port and connect to the HDMI Matrix.
Step 5: Click "Connect" to enter page "Matrix Control", and click the button to Control the Matrix.
  1. Q: Does HMA404-L23 support Preset routing for scenes?

A: Yes, it does. You can configure this feature using the remote control.
  1. Q: How to set the display mode to Quad Multi-Viewer mode? When in Quad Multi-Viewer mode, how do I switch the resolution?

A: You can set the display mode to Quad Multi-Viewer mode through the front panel and remote control.
① Continuously press the input selection button beside the digital display until the digital display shows 0.
② Select the output you want to set to Quad Multi-Viewer mode, then press "0".
To adjust the resolution: Continuously press the "F1" key to switch the display resolution between 720p60Hz and 1080p60Hz until you reach the desired display resolution.
  1. Q: Does it support switching the audio input source in Quad Multi-Viewer mode?

A: Yes, audio switching is supported under the Quad Multi-Viewer mode. You can choose the input device on which you want to play the sound by operating the remote control: Continuously press the "F2" key to switch the audio in the four segmented pictures. Audio switches synchronously when multiple output ports are in Quad Multi-Viewer mode.
Tips:
① The blue "Audio" mark will appear in the upper right corner of the split screen where the current audio is played.
② When you select display resolution or audio output in Quad Multi-Viewer mode, all of the HDMI monitors in Quad Multi-Viewer mode will be changed at the same time.
  1. Q: What is the use of Smart EDID Management?

A: The smart EDID management ensures compatibility with a wide range of display devices, enabling stable output on every monitor and preventing black screen issues during usage.
  1. Q: Does HMA404-L23 support power-off memory?

A: Yes, it does. Matrix status could be memorized after power down, automatically restoring the previous matrix status after the next power on.
  1. Q: Can HMA404-L23 be installed on a chassis using ear racks?

A: No, it does not support such installation. Therefore, the packaging of HMA04040A60 does not include an infrared extension cable. Remote control usage for longer distances is not supported; it is designed for close-range operation only.
  1. Q: Does HMA404-L23 come with batteries for the included remote control?

A: By default, the remote control is not equipped with batteries, due to the safety requirements of some express companies. Please kindly install the CR2025 cell before use.
  1. Q: What differences between HMA404-L23 and HMA0404A1U?

A:
  HMA404-L23 HMA0404A1U
Resolution 3840x2160@30Hz 3840x2160@60Hz
Quad Multi-Viewer mode ×
LAN port ×
HDCP 1.4

2.2

Rack-ears ×

√ 

LCD display ×

L/R audio output ×

√ 

Each input port comes with a separate L/R audio output

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

A: Our product 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.

After-sales FAQ:

  1. Q: There is no HDMI port on my input source device. How can I connect to the HMA404-L23?

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.
  1. Q: Does HMA404-L23 support connecting a keyboard and mouse?

A: Unfortunately, it does not support connecting a keyboard and mouse. If you need to control multiple input source devices with a single set of keyboard and mouse, we recommend considering our KVM products. Please share the model IDs of your input devices and output devices, as well as your specific usage requirements with us, and wHMA404-L23e will provide accurate recommendations for your needs. 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.
  1. Q: Why do all display devices show a black screen when connected to HMA404-L23?

A: Please try the following troubleshooting steps to resolve the issue:
① Ensure that each input device is connected to the matrix using an HDMI cable.
② Check if all power indicator lights on the product are off. If they are, try replacing the power supply to see if the issue is resolved.
③ Connect the computer directly to the display device using the same cable to check if they are functioning normally. If the issue persists when connected directly, the problem may lie with your input source device or cable.
④ Confirm whether you are using docking stations or conversion cables and ensure they are correctly connected. When devices are plugged into the matrix, the video transmission should go from the input device to the matrix and then to the display device.
⑤ Verify whether all four display devices turn black when switching to any input source or if switching to one input source causes all four display devices to work while another input source results in all four display devices turning black.
If it's the former, insert a laptop into the matrix's input port and open the laptop's "Display Settings" to check if an external monitor is detected. If not, it may indicate damage to the four output ports.
If it's the latter, refer to the troubleshooting steps for cross-testing below:
Step 1: Please swap the connection ports where the input source is connected to the HMA404-L23 Matrix. (keep the cables unchanged)
Cross testing as shown in the figure:
Before: Assuming that before conducting the cross-experiment, input 1 shows black monitors, input 2 shows working monitors.
PC 1--->HMA404-L23 Matrix Input 1--->(Black monitors)
PC 2--->HMA404-L23 Matrix Input 2--->(The working monitors)

Result①:

PC1 & its cables -->HMA404-L23 Input 2-->(Black monitors)

PC2 & its cables-->HMA404-L23 Input 1-->(The working monitors)

The PC2, which was previously displaying normally, continues to function properly, while the PC1 is not displaying anything. This confirms that the HMA404-L23'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-->HMA404-L23 Input 2-->(The working monitors)

PC2 & its cables--->HMA404-L23 Input 1-->(Black monitors)

The previously functional PC2 is now not displaying, while the PC1 can work correctly. This indicates a malfunction in the HMA404-L23 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 computers. (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 black monitors, PC2 shows the working monitors.
PC1--->Input cable 1 --->(Black monitors)
PC2--->Input cable 2---> (The working monitors)

Result①:

PC1--->Input cable 2 --->(Black monitors)

PC2--->Input cable 1 --->(The working monitors)

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 monitors)

PC2--->Input cable 1--->(Black monitor)

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.

  1. Q: When I connect my device to HMA404-L23 and set the display settings to have each monitor show a different input source device, I notice that the monitor on the output1 port is black (the monitor on the output1 port should display the input source device connected to input1 port). What should I do?

A: Please follow the troubleshooting steps below to address the issue:
① Please attempt to set the monitor on the output1 port to display input source devices from other ports. If the monitor on the output1 port remains black when displaying input source devices from input2/input3 ports, there may be damage to the output1 port or the cable. Please refer to the troubleshooting steps in the cross-testing section below:
STEP1—— Please exchange the monitors' connection ports on the Matrix ONLY.(keep the location of the monitors and cables unchanged )
Please check the reference picture below.
Before: Assume that before the cross-over experiment, Monitor1 shows a black monitor and Monitor2 is a working monitor.
Monitor1 --->output 1 port--->(black monitor)
Monitor2--->output 2 port--->(working monitor)

Result①:

Monitor1 -->output 1 port-->(Black monitor)

Monitor2-->output 2 port-->(The working monitor)

Result:

Monitor1 still displays a black screen, while Monitor2 remains functional, it suggests not the KVM port issue, and further investigation is needed.

Result②:

Monitor1 -->output 2 port-->(The working monitor)

Monitor2-->output 1 port-->(Black monitor)

Result

Monitor1 turns to normal display and monitor2 goes black, which indicates the potential problem with the Matrix's output port. Please contact us via the chat window on the bottom right or submit feedback for further assistance.

STEP2——keep the connection status completed in STEP 1. Please exchange the cables connecting the monitors. (Keep the monitor and KVM output ports unchanged )
Please check the reference picture below
Before: Assuming that before conducting the cross-experiment, Monitor1 still shows a black monitor, Monitor2 is the working monitor.
Monitor1 --->output 2 port--->(black monitor)
Monitor2--->output 1 port--->(working monitor)

Result①:

Monitor1 -->output 2 port-->(Black monitor)Monitor2-->output 1 port-->(The working monitor )

Result:

Monitor 1 continues to display a black screen, while Monitor 2 remains functional. Please contact us via the chat window on the bottom right or submit feedback for further assistance.

Result ②:

Monitor1 -->output 2 port-->(Black monitor)Monitor2-->output 1 port-->(The working monitor )

Result:

If Monitor 1 returns to normal display but Monitor 2 goes black, there may be a problem with the HDMI cable. We recommend replacing the HDMI cable connected to Monitor2 to resolve this issue.

② If the monitor on the output1 port displays input source devices from input2/input3 ports correctly, the issue may lie with the input1 port, cable, or input source device. Please refer to the troubleshooting steps in point three of the after-sales cross-testing for further investigation.
  1. Q: When using the control software, I encountered error messages and could not proceed with the software. What should I do?

A: If you come across error messages similar to the ones depicted in the image below while using the control software, kindly follow the steps outlined in the following link to resolve software errors: How to fix software error messages?
  1. Q: What should I do if I've lost the remote control for my KVM switch?

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.
  1. 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.
  1. 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.
  1. 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 KVM, 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 KVM'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.

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