Video Troubleshooting

This SOP defines the standardized approach for diagnosing and resolving video system issues during prep, setup, rehearsal, and live operation. Effective troubleshooting requires methodical thinking, clear communication, and adherence to signal flow fundamentals.

Random adjustments and guesswork create cascading failures.

Purpose

  • Resolve video issues quickly and safely.

  • Minimize visible disruptions during live events.

  • Prevent repeated or cascading failures.

  • Standardize troubleshooting methodology across operators.

  • Support clear post-show reporting and improvement.

Who This SOP Is For

  • Video leads / V1s

  • Switcher, playback, and camera operators

  • Video technicians

  • Warehouse staff assisting with prep diagnostics

  • Project Managers supporting live troubleshooting

  • Authorized freelancers

Anyone responding to video issues must follow this SOP.

Scope

This SOP applies to all video system components, including:

  • Playback systems

  • Camera systems

  • Switchers and routers

  • LED processors and projectors

  • Scalers and converters

  • Video cabling (SDI, HDMI, fiber)

  • Monitoring and distribution systems

Troubleshooting Principles

Always follow these rules:

  • Stay calm.

  • Change one thing at a time.

  • Follow the signal path logically.

  • Verify before adjusting.

  • Communicate clearly with the team.

Panic causes mistakes.

Initial Assessment

When an issue is reported:

  • Identify: - What is affected? - When did it start? - Is it constant or intermittent?

  • Determine scope: - Single display - Single source - Entire system

Scope determines strategy.

Follow the Signal Flow

Start at the source and move downstream:

  1. Source (playback or camera)

  2. Cable

  3. Switcher or router

  4. Scaler or processor

  5. Distribution

  6. Display

Verify each stage before moving on.

Common Issues & Checks

No Signal

  • Verify source output.

  • Check input selection and routing.

  • Inspect cable integrity.

  • Confirm display input selection.

Wrong Format

  • Check resolution and frame rate.

  • Verify EDID settings.

  • Confirm display compatibility.

  • Re-scale deliberately if required.

Image Artifacts

  • Inspect cable quality and length.

  • Check for bandwidth limits.

  • Verify processor settings.

  • Swap suspect components.

Flicker or Sync Issues

  • Verify refresh rates.

  • Check genlock or sync settings.

  • Confirm consistent frame rates.

  • Inspect power stability.

Color or Brightness Issues

  • Verify color space settings.

  • Check processor calibration.

  • Inspect display settings.

  • Confirm content integrity.

LED Wall Specific Issues

  • Check tile power and data connections.

  • Verify sender/receiver card mapping.

  • Inspect processor warnings.

  • Replace known-bad tiles.

Address LED issues immediately.

Projection-Specific Issues

  • Verify focus and alignment.

  • Check lens and projector settings.

  • Inspect screen condition.

  • Confirm brightness levels.

Projection issues may drift over time.

Camera-Specific Issues

  • Verify camera output format.

  • Check power and CCU status.

  • Inspect cabling.

  • Confirm shading and white balance.

Camera consistency matters.

Playback-Specific Issues

  • Confirm playback device output.

  • Verify correct cue is loaded.

  • Check routing and scaling.

  • Switch to backup system if needed.

Do not aggressively troubleshoot live playback.

Escalation & Communication

  • Inform the Video Lead immediately.

  • Communicate clearly and concisely.

  • Escalate to PM if: - Safety is affected - Show flow is impacted

  • Avoid side conversations during critical moments.

Clear communication speeds resolution.

Post-Issue Documentation

After resolving the issue:

  • Document: - What happened - Root cause - Resolution

  • Note any equipment needing service.

  • Share findings with warehouse and leadership.

Documentation prevents repeat issues.

When to Stop & Reset

  • If multiple systems are affected: - Stop and reassess - Reset to last known-good configuration

  • Do not chase symptoms endlessly.

Sometimes reset is the fastest solution.

Roles & Responsibilities

Video Leads / V1

  • Direct troubleshooting efforts.

  • Make final technical decisions.

  • Communicate with PM and production.

Video Technicians

  • Execute troubleshooting steps.

  • Report findings accurately.

  • Avoid unauthorized changes.

Warehouse Staff

  • Support prep diagnostics.

  • Service or flag problematic gear.

Project Managers

  • Support troubleshooting decisions.

  • Manage client expectations if required.

Quality Control

  • Issues addressed methodically.

  • Root causes identified.

  • Equipment issues logged.

  • SOPs updated if patterns emerge.

Good troubleshooting improves future shows.