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      Troubleshooting your S4/ S4+ CommBox

      Here are some common issues that are easy to resolve.

      Resolving general issues

      Symptom Troubleshooting steps
      You've forgotten the lock screen passcode or settings passcode. Contact CommBox support 02 9975 6001
      The CommBox can't connect to a 5 GHz wireless network.

       

      The wireless network may be operating on bands that the CommBox doesn't support. Contact your network administrator. Ensure the Wi-Fi module underneath the CommBox is correctly connected.
        NOTE: The range of a 5 GHz wireless connection is more limited than that of a 2.4 GHz connection. 5 GHz connections are also more susceptible to interference from obstacles between the access point and the CommBox, such as large metallic objects.

       

      The stylus pen is broken/lost.

       

      Contact your reseller to purchase a new stylus.

       

      An app is missing or not available
      The app might not be included with the CommBox Classic S4.
        NOTE: Apps that require Google Play Services (such as the Google Play store) cannot be used on the CommBox.

       

      The CommBox isn’t turning on

      Symptom Troubleshooting steps
      The status light isn’t lit - Make sure the power cable is securely fastened to the power outlet and the CommBox.
       

       

      NOTE: If the power cable is connected to a power bar, make sure the power bar is securely fastened to the power outlet and turned on.
        - Make sure the switch beside the AC power inlet is in the ON (I) position.
        - Make sure the power outlet is working by testing it with a different device.
        - Make sure the power cable is working by testing it with a different device.

       

      The status light is lit red, and the screen is blank.

       

      - Press the Power button on the front of the CommBox or on the remote control.
      The status light is lit green, but the screen is blank.

      • Restart the CommBox.
      • Wait up to 30 seconds.
      • Disconnect any cables from the CommBox’s HDMI Output connectors (if used) to determine whether equipment connected to the HDMI output port is causing the problem.

       

      The CommBox is turning off when it shouldn’t

      Symptom Troubleshooting steps
      The CommBox turns off or enters Standby mode when it shouldn’t. - Check the power off timer setting to determine whether there’s an issue with the setting’s configuration.
       

      - Check the automatic no-signal setting to determine whether there’s an issue with the setting’s configuration.
       

      - If the CommBox is connected to a room control system via the RS-232 connection, disconnect it to determine if the problem is being caused by the room control system.

       

      The screen is blank or there’s a problem with the image on the screen

      Symptom Troubleshooting steps
      The screen is blank when the status light is green. - Make sure any connected computers are on and not in Standby mode.
        - Restart the CommBox and any connected computers.
        - Replace the video cables that connect any computers to the CommBox to determine if the issue is with the cables.
        - Ensure video cables that connect any computers to the CommBox meet the recommended specifications.
        - Ensure that any connected computer’s external video port is enabled and is set to output a supported CommBox resolution.
        NOTE: The following resolutions are recommended: 3840 × 2160 or 1920 × 1080.
      A computer is connected to the CommBox, but only a “No signal” message appears on the screen.
      • Make sure the computer is connected to the currently selected input.
      • If the currently selected input is a computer, make sure the computer is not in Standby mode.
      • If the currently selected input is a laptop, make sure that the laptop’s external CommBox port is enabled.
      • Ensure video cables that connect any computers to the CommBox meet the recommended specifications. See Using recommended cables.
      The image on the screen is distorted.
      OR
      There are lines, snow, or other visual noise on the screen.
      OR
      The image is flickering or flashing.
      OR
      The image is dim.
      • Switch to a different input and then back to the first input.
      • Make sure any connected computers are on and not in Standby mode.
      • Restart the CommBox and any connected computers.
      • Make sure the computer’s CommBox output is configured to a recommended resolution and refresh rate for the CommBox’s inputs.

      NOTE
      The following resolutions are recommended: 3840 × 2160 or 1920 × 1080

      • See Setting a connected computer’s resolution and refresh rate.
      • Replace the video cables that connect any computers to the CommBox to determine if the issue is with the cables.
      • Ensure video cables that connect any computers to the CommBox meet the recommended specifications.
      • See Using recommended cables.
      There are bright spots on the screen.
      • Take a photograph of the screen and send it to CommBox support. If CommBox support determines that the issue is with the screen and the CommBox is under warranty, you may be eligible for a replacement.
      Colours don’t appear correctly.
      • Check the Image mode settings.
      • Be aware that if two or more CommBox are mounted side-by-side, there will be minor differences in colours across the CommBox. This issue is not unique to CommBox products.
      • If the screen is completely lacking one colour or the colour problems occur on the home screen, provide a photo of the screen to CommBox support.
      • If you’re using an analogue video input, such as VGA, use a different cable or connect a different source to see if the issue is with the cable or input source.
      The image is cut off or shifted to the left or right.
      • Adjust any connected computer’s video settings, particularly zoom, crop, and under scan. See the computer’s operating system documentation.
      • If any connected computers’ desktops are entirely black, change them to dark grey or a different colour.
      • If any connected computers’ desktops are extended across multiple screens, duplicate the desktops across the screens or set the CommBox as the only screen.
      The image doesn’t fill the entire screen.
      • Adjust any connected computers’ video settings, particularly over scan. See the computer’s operating system documentation.
      • Make sure the connected computer’s video connector is configured to output a supported video signal.
      The video from a device connected to the CommBox’s USB Type-C connector doesn’t appear on the CommBox’s screen.
      • Make sure the connected device supports CommBox Port Alternate Mode via USB Type-C. If there is no thunderbolt logo beside the USB Type-C connector on the device, it may not support CommBox Port Alternate Mode.
      • Make sure the cable connecting the device to the CommBox supports SuperSpeed USB data speeds of 5 Gbps (or above). The cable should be marked with the SuperSpeed USB logo. The absence of this logo may indicate the cable doesn’t support a SuperSpeed USB data connection that’s required for CommBox Port Alternate Mode.