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Troubleshooting

tip

Upgrading to the latest firmware version is strongly recommended!

No Signal for Analog Input​

  • Verify the Switch Back PLUS has power (Jack logo is illuminated or main OLED display has visible text)
  • Check input connections, input gain, input volume controls, and master volume control.
  • Check output devices, headphones, wireless transmitter/receiver, monitor amplifiers, etc.
  • Test input source and output device with other known good equipment to rule out the fault through a process of elimination.
  • If the input is the microphone input, the microphone may require phantom power in which case you will need to verify that phantom power is turned on under the Microphone/Instrument Settings page.

No Signal for Dante Input​

  • Verify volume knob and master volume knob are turned up enough.
  • Enable Channel Meters in Display Settings (info) and see if there is a meter bar underneath the channel name. If not, then the channel is not receiving audio signal or is very quiet.
  • Check routing in the Dante Controller software and make sure there are green check marks on the receive channels to indicate the source is routed. It is possible that Dante is currently muting the audio due to the two devices being at different sampling rates, or a clock synchronization problem. The Dante Controller software can help identify these problems.

Device Showing Up with the Name FAILSAFE​

  • A firmware update has failed. Open the PRO Connect software and attempt to update the device to recover it from FAILSAFE mode.

No Audio Output​

  • Check your headphones, wireless transmitters/receivers, monitor amplifiers, etc., to verify they are functioning properly. Try connecting them to another known working device to test them.

Power Goes Out When Volume Is Turned Up​

  • The Switch Back PLUS requires 15 watts of power. If you are using a PoE power supply that is not PoE+ it will typically turn off the power to the port that the mixer is plugged into whenever it exceeds 13 watts. You must make sure to use PoE+ network switches and power injectors.

Unable to Route Audio in Dante Controller​

  • Verify that the PLUS and the source you are trying to send are set to the same sampling rate.
  • Make sure you are not attempting to route from more than 16 different Dante devices at once. You can route up to 64 channels but these 64 channels must come from 16 or less unique Dante devices.

OLED Screens Are Too Dim to Read​

  • Check the brightness setting in Display Settings.
  • If a screensaver is active, using any button or knob will exit the screensaver.

OLED Screens Are All Blank​

  • Make sure channels are routed to the PLUS. When the PLUS is powered up for the very first time, it will start off with nothing routed to it and all screens will be blank until channels are routed in the Dante Controller software. Any invalid or un-routed channel will remain blank.
  • Make sure the correct channel bank is selected. Cycle through banks with the BANK button.
  • Check that any input channels have the same sample rate as their sources. Channels with invalid sources will remain blank.

Device Logo Is Solid RED​

  • This indicates a hardware or software problem with the mixer. Attempt to reboot the device first. If that does not return the device to normal operation please contact customer support.

Device Logo Is Flashing RED​

  • Internal headphone circuit is overheating.
    • Check to verify headphone load is stereo (not mono).
    • Verify ¼" and/or 1/8" plug is tip-ring-sleeve(TRS), not tip-sleeve(TS)
    • Look for shorted cables
    • Verify total load is not below 8 ohms per channel

When I Connect Line Level Device to the Line Outputs, I Hear a Buzz​

  • Wire TRS outputs using only black (ring -) and red (tip + ) wires
  • Disconnect shield at the device and terminate at receiving end only
  • For unbalanced inputs, wire the ring (- black) to the receiving end sleeve and tie the shield at the receiving end only. Connect the tip (+ red) to the tip at the receiving end.

The Instrument Input Has a Low Frequency Buzz​

  • This can be caused by a poor-quality active instrument pickup combined with a poor quality PoE+ power switch. Utilizing the PRO Mixer Power distro for PoE power can improve this situation.

Further Assistance​

If you need further assistance, feel free to contact Hear Technologies technical support by phone at +1-256-922-1200 or visit our website at www.HearTechnologies.com.