Troubleshooting
Many problems are caused by simple mis-wiring or operational errors. Before you call Technical Support, there are some steps you can follow to resolve the problem yourself.
 Check to make sure the product is properly plugged in and switched on.
Ensure that all video, audio and GPI connections are correct. The wiring for most of our products is detailed in the Connection Diagrams.
Read the manual carefully to make sure that the operation you are attempting is being performed correctly.
If the product contains NVRAM (The unit remembers it's settings, even when it is turned off), it may need a "Factory Reset". The Factory Reset will restore the unit's memory to what it was when it came from the factory. All settings will return to default settings and projects will be deleted during this process. Performing a Factory Reset resolves about 80% of reported problems.
Read through the FAQs carefully. The FAQs consists of real questions and problems presented by users of our products.
For the Focus TView Consumer product line, try using the TView Trouble Shooting Grids to fix the problem.
If the problem is with video quality, check to make sure that audio and video cables are not running parallel to power cables. If they must run parallel, there should be at least 6 inches between them. Another thing that can affect audio and video quality is having equipment or cables too close to a high voltage radiation source like a monitor or TV. Try moving the monitor or TV further away.
If these steps fail to resolve the problem, end-users in the USA and Canada should contact Technical Support.
For Support needs call: 1-650-230-2429
or
Email North American Support Now
For European Support needs Email European Support Now
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Connection Diagrams