List of Regular or Recurring Issues
Select the issue you are experiencing to jump to the troubleshooting steps.
Cinema is showing a computer desktop and not playing movie
Cinema is getting sound but no video
Cinema is getting video but no sound
Cinema is showing Guitar or Piano on screen
Projector isn't loading or having lamp issues
Speakers are muffled or not sounding right
If any of these troubleshooting steps don't work, please open a ticket with IT Helpdesk and provide a description of the issue and any troubleshooting steps taken.
*If there is no Lenovo Computer, you should be able to find the MSi computer which is also pictured above.
*If there are no AV over Ethernet boxes, it would be a long HDMI cable that runs from the AV Receiver to the Projector.
*Some locations may have Coax over Ethernet setups instead of HDMI over Ethernet. Will be a different cable between the AV Receiver and the AV over Ethernet box.
Troubleshooting Steps
If any of these troubleshooting steps don't work, please open a ticket with IT Helpdesk and provide a description of the issue and any troubleshooting steps taken.
Error on Cinema screen
This occurs when it is having issues buffering the video playback from the Google Drive. Please open a ticket with IT Helpdesk and they can remote in and clear this error window.
Movie is Frozen on screen
If the movie is frozen on screen, there are 2 troubleshooting steps that can help with this.
Open a ticket with IT Helpdesk and they can remote in, force close the video player and restart the movie
or
Restart the cinema computer and it will automatically restart the movie within 5 minutes after reloading and signing back in.
Cinema is showing a computer desktop and not playing movie
Please wait 5 minutes for the computer to try running the movie again. If it still isn't loading the movie after 5 minutes, please contact IT so we can review the set up and make sure it is configured correctly and the Movie Player isn't freezing in the background.
Cinema is getting sound but no video
Check to make sure the output cable is connected, restart the AV over Ethernet box if there is one in your system, and make sure the Projector is turned on and set to the correct input.
If those don't work, please restart the AV Receiver and the Computer.
Cinema is getting video but no sound
This happens when either the AP input isn't getting an audio stream or when the AV Receiver volume is turned down.
First thing to do here, check to make sure the AV Receiver didn't have the volume turned down.
If the volume on the AV Receiver isn't having an effect, please contact IT and they can review sound devices and run any updates that may be affecting this.
Cinema is showing Guitar or Piano on screen
This happens when the AV receiver isn't getting any signal from the computer.
Check to make sure the computer is turned on and the HDMI cable is connected.
Next, make sure the Input on the AV Receiver is set to the correct one. This is managed by one of the dials on the front and is usually set to an HDMI input or a DVD input, depending on brand of AV Receiver. It needs to match the port the HDMI coming from the Cinema is plugged into on the AV Receiver.
Try restarting the computer if those settings are correct and the cable is connected.
Projector isn't loading or having lamp issues
If the Project isn't loading, isn't powering on, or is having lamp issues, this can usually be seen by red or orange lights showing on the projector. Please open a ticket with Maintenance on the OpenWrench app so they can come out and review this.
Speakers are muffled or not sounding right
This will happen when there is a faulty or blown speaker. This will be replaced by Maintenance. Please open a ticket on OpenWrench so they can get this replaced.
Other Issues
Please respond to ticket or open a ticket with IT Helpdesk and include a description and any pictures of the issue to help with troubleshooting.
Open a ticket with IT Helpdesk:
Web portal: https://vasafitnessassist.freshdesk.com/support/tickets/new
Email: helpdesk@vasafitness.com