User Manual

Pearl-2 User Guide
Problem Action(s) to Resolve
Firmware upgrade fails.
Reboot the system and try again. If the problem persists,
contact Epiphan support at [e-mail].
Certain Media players won't play encoded
videos but others will.
Depending on the media player used, there could be different
issues. If you encounter a playback issue, try using a different
media player. Some issues we know of include:
1. On Windows 10, the Movies & TV app sometimes fails to
playback MP4-fragmented files with MP3 audio: try
changing your MP4 audio encoding to AAC.
2. VLC doesn't play MP4-fragmented files normally.
3. Streams and recordings at very low frame rates (e.g. 1
fps) are not playable in VLC media player, use Windows
Media Player and Quicktime Player instead.
Certain Media players won't play MOV
videos.
Some media players won't play MOV videos that are recorded
with MP3 audio encoding, including:
1. VLC 2.2.4 (Microsoft Windows) if MP3 audio encoding is
at 48 kbps.
2. Movies & TV 10.16122.1029 on Windows 10.
3. Windows Media Player 12.
Choose a different audio encoding when recording MOV files or
use a different media player to playback the recording.
Ubuntu not recognizing attached
monitor
Legacy Ubuntu systems have poor support for HDMI 2.0, and
does not recognize a monitor being plugged into Pearl-2 unless
the monitor is plugged into Pearl-2 before the system is turned
on.
Feature add-on purchase/activation not
working
Currently, Pearl-2 requires internet access to activate new add-
ons. If the system has internet access, ensure that there is no
firewall preventing access to license.epiphan.com, Port 443.
In Epiphan Live, sources are sometimes
invisible in the preview panel
This can occur if the image is too large for the panel. Check the
size of the source, and ensure that constraints are applied to
each corner of the layout.
Video output port is configured to display
4K video, but the video is not appearing
Not all AOC brand monitors are compatible with HDMI 1.4
output. Check the brand of your monitor and attempt on
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