Troubleshooting Guide

AV Systems

STEP 1

If you are experiencing an issue with your AV System the first step is to ascertain the extent of the problem. Check to see if other devices are working, is it one thing malfunctioning or is the whole system down? If you shut it down and restart does the problem persist? Once you have narrowed down the problem check the topics below to see if there is a simple solution. If no solution is found contact your installation company.

Jump to section

Tablet/Phone (RTI) Inwall Keypads (RTI) Misc. Issues (RTI) Common Solutions (RTI) Lighting & Shades (Lutron) Common Solutions (Lutron) Network

Tablet/Phone (RTI)

Find Android devices resolution

Install the RTiPanel app on your device from the Google Play store
Open the RTiPanel app
Tap on the "Device Info..." button
Copy down the Portrait Height and Width, Landscape Height and Width, and Density
Send that information to your installation company
Done!

Nothing works (blank buttons)

Do you see this icon in the top right of your devices screen?

YES

Make sure your device is connected to your WiFi network
If your network settings are correct then reset the RTI processor
[see common solutions (RTI)]

Reconfigure your device
[see common solutions (RTI)]

If issue persists contact your installation company

Add a new tablet / phone to the system

Is the new device the same type as the last one? (newer version of the old phone/tablet)

YES

Reset your processor to release the licenses
[see common solutions (RTI)]
Install the RTiPanel app on your device from the app store
Open the RTiPanel app
Hit "Get Started"
Select your processor on the Local Network
(XP-8, XP-6 or XP-3)
Select the interface you want to use (they may be numbered if you have multiple tablets or phones)
Done!

Contact your installation company programming changes may be necessary to accommodate your new device

Inwall Keypads (RTI)

Keypad non-responsive

Do other keypads/remotes/tablets work?

YES

Take off magnetic bezel and hit the "RESET" button

Reset the RTI processor
[see common solutions (RTI)]

If issue persists contact your installation company

Nothing works (blank buttons)

Do other keypads/remotes/tablets work?

YES

Take off magnetic bezel and hit the "RESET" button

Reset the RTI processor
[see common solutions (RTI)]

If issue persists contact your installation company

Weather not updating (out of date)

Reset the RTI processor
[see common solutions (RTI)]

If issue persists contact your installation company

Miscellaneous Issues (RTI)

TV not responding

Can you turn it on/off or change inputs manually?

YES

Check the IR emitter is still in place
[see common solutions (RTI)]

If issue persists contact your installation company

Most likely hardware failure, contact your installation company for replacement

Cable box / BluRay / etc. not responding

Can you turn it on/off or control it manually?

YES

Check the IR emitter is still in place
[see common solutions (RTI)]

If issue persists contact your installation company

Most likely hardware failure, contact your installation company for replacement

Common Solutions (RTI)

Reset Processor

The processor is the "brain" of your AV system and is a small computer so it is susceptible to power fluctuations and general weirdness that all computers are prone to. Simplest solution is just the occasional reboot.

XP-8s

Locate the RTI XP-8s and pull the magnetic face plate off
Hit the "RESET" button on the front of the processor with a paperclip (or corner of the faceplate)
Done!

XP-6 & XP-3

Locate your XP-6 or XP-3 (generally located near the majority of your equipment)
Hit the "RESET" button on the top of the processor with a paperclip (you can also disconnect then reconnect the power if that is easier)
Done!

Reconfigure the App

Occasionally something in the network will cause a communication loss between the app and the processor and the app won’t be able to reconnect automatically. Reconfiguring the app is essentially reconnecting them manually.

On the Home Screen of your RTI app, tap the very center of the Home icon in the Top Left of the screen. What screed do you see?

System Info

Tap the "Reconfigure" button
Hit "Get Started"
Select your processor (XP-8, XP-6 or XP-3)
Select the interface you want to use (they may be numbered if you have multiple tablets or phones)
Done!

Installer Menu

Open the iOS settings app
Scroll down to "RTiPanel"
Hit the "Reconfigure" switch
Switch to the RTiPanel app
Hit "Get Started"
Select your processor (XP-8, XP-6 or XP-3)
Select the interface you want to use (they may be numbered if you have multiple tablets or phones)
Done!

In the RTiPanel app
Tap on the Menu button (depending on the OS version it may be three vertical dots of a double tap on the "Home", "Back" or "App Switch" button)
Hit "Reconfigure"
Reopen the RTiPanel app if it closed
Hit "Get Started"
Select your processor (XP-8, XP-6 or XP-3)
Select the interface you want to use (they may be numbered if you have multiple tablets or phones)
Done!

Doesen't go anywhere

Open the iOS settings app
Scroll down to "RTiPanel"
Hit the "Reconfigure" switch
Switch to the RTiPanel app
Hit "Get Started"
Select your processor (XP-8, XP-6 or XP-3)
Select the interface you want to use (they may be numbered if you have multiple tablets or phones)
Done!

In the RTiPanel app
Tap on the Menu button (depending on the OS version it may be three vertical dots of a double tap on the "Home", "Back" or "App Switch" button)
Hit "Reconfigure"
Reopen the RTiPanel app if it closed
Hit "Get Started"
Select your processor (XP-8, XP-6 or XP-3)
Select the interface you want to use (they may be numbered if you have multiple tablets or phones)
Done!

Put IR emitter back in place

The majority of the time when a piece of equipment stops working the IR (infrared) emitter has fallen (or been pulled) off the device. The IR emitter passes remote control commands to the device. It is usually pretty obvious where the emitter should go but it it's not;

Find the original remote
Cover where you think the emitter should go and hit a button on the remote
If nothing happens stick the emitter on the spot you covered and you are done!
If something happens then cover another spot and try again
Repeat as necessary

Reboot Remote (T2x, T2i & SURFiR)

If your remote becoms unresponsive;

T2x & T2i

Hold down the "OK" and "Light" (very bottom button) buttons for 15 seconds (it's a lot longer than you think!)
The remote should reboot

SURFiR

Hold down the "Power" button until the LED starts alternating between RED and GREEN
Release the button
Hit the "Exit" the button
The LED will go out and the remote will reboot and reconnect (this can take up to 30 seconds)

If the remote is still unresponsive contact your installer

Lighting & Shades (Lutron)

Buttons non-responsive (RTI controls)

Are you able to control your lights/shades using the Lutron Home Control+ app?

YES

Reset RTI Processor
[see common solutions (RTI)]

Reset your Lutron Main Repeater
[see common solutions (Lutron)]

If the Repeater reset doesn’t solve the issue contact your installation company, you may have a hardware failure

The Lutron app doesn't show my home

Open the Lutron Home Control+ app and make sure you are connected to your network
Tap "+" in the top right corner
Select your system from the list
Done!

Make changes to scene / button

Open the Lutron Home Control+ app navigate to the keypad you want to edit
Tap the "edit" button on the right of the screen
Tap the > on the scene / button you want to edit
Add / remove lights, change light levels, etc.
Tap "done" when you are finished

Common Solutions (Lutron)

Reset Main Repeater

The Main Repeater is the "brain" of your Lutron system and is a small computer so it is susceptible to power fluctuations and general weirdness that all computers are prone to. Simplest solution is just the occasional reboot.

Locate Main Repeater (usually near your AV equipment)
Disconnect then reconnect the power
Done!

Reset Dimmer Switch

If a switch has taken a power surge it will (hopefully) go into protect mode and will need to be reset to function again.

Pull tab at bottom of switch to shut it off
Push it back in to turn it back on
Done!

Network

No Internet

You are connected to your WiFi network but don’t have an Internet connection

Unplug your Modem and Router (if you have Comcast or Centurylink they may be the same piece of equipment)
Plug your Modem back in
Wait 60 seconds then plug your Router back in
Wait two minutes then check if your Internet connection is restored
If your Internet connection isn’t restored contact your Internet Service Provider

No WiFi

You can’t see your WiFi connection on your device

Are you using a Router for WiFi or do you have Access Points?

Router

Reboot the Router
Wait two minutes if your WiFi network doesn’t return contact the company that set up your Router

Access Points

Check that your Access Points are powered up
If the Access Points are powered up but you still don’t see your WiFi network, contact the company that provided your Access Points

Slow Internet

Are you on a WiFi connection?

YES

Move closer to your WiFi Router or Access Points
If that solved the issue but you want stronger WiFi coverage contact your installation company
If the Internet is still slow contact your Internet Service Provider

Contact your Internet Service Provider