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My Berry AI monitors are not working (3+ monitors with HDMI extenders)

Updated

Overview

If your Berry AI monitor is showing a black screen, “No Signal”, or is not displaying the dashboard, the issue is typically related to power or HDMI connectivity.

In most cases, this can be resolved by checking the monitor power, HDMI cables, or restarting the system. Please follow the steps below in order.

Step 1: Check the Monitor Power

  1. Ensure the monitor is powered on.

  2. Confirm the power cable is securely connected to:

    • The monitor

    • The wall outlet or power strip

  3. If necessary, try plugging the monitor into a different outlet.

Step 2: Check the HDMI Cable on the Monitor

  1. Locate the HDMI cable connected to the back of the monitor.

  2. Unplug the HDMI cable for approximately 10–20 seconds, then reconnect it.

  3. Ensure the cable is securely and firmly plugged in.

Step 3: Check the Monitor's Input/Source

  1. Using the monitor’s remote or control buttons, open the Input/Source menu.

  2. Ensure the correct HDMI input (e.g., HDMI 1 or HDMI 2) is selected.

  3. If unsure, toggle through the available HDMI inputs to see if the display appears.

  4. Confirm that the selected input matches the HDMI port where the cable is connected.

Step 4: Check the HDMI Splitter

Most installations include a small device called an HDMI splitter, typically placed near or on top of the Berry AI server.

  1. Kindly verify if the HDMI splitter has power. You should see a red indicator light illuminated on the device.
  2. If the HDMI splitter has power:
    • Perform a power cycle by unplugging the black round power cord.
    • Wait a few seconds, then plug it back in. Verify if the display returns.

  3. Unplug each HDMI cable connected to the splitter one at a time for 10–20 seconds, then reconnect them and check the display.

  4. If the HDMI splitter has no power:

    • Reseat the black round power cord for a few seconds. After reconnecting, check if the display returns.

    • If still no power, trace the other end of the black round power cord. It should be connected to one of the USB ports on the Berry AI server.

    • Ensure the connection is secure and try a different USB port on the server if needed.

Step 5: Check the HDMI Extenders on the Berry AI Server and the Monitor

Each HDMI cable from the splitter connects to an HDMI Extender, and each monitor is also connected through an extender.

We recommend disconnecting and reconnecting each cable one at a time from the HDMI Extender to ensure all connections are secure and properly reset.

Step 6: Check the HDMI Cable on the Berry AI Server

  1. Locate the HDMI cable connected to the back of the Berry AI server.

  1. Unplug the HDMI cable for 10–20 seconds.

  2. Plug the HDMI cable back in and ensure the connection is secure.

  3. Check the monitor to see if the display has returned.

Step 7: Restart the Berry AI Server

  1. Locate the Berry AI server in the back office.

  2. Unplug the server’s power cable and wait 10–20 seconds.

  3. Plug it back in. Allow a few minutes for the system to reboot. Then check the monitor again.

When to Contact Support

Please contact Berry AI Support if:

  • The monitor remains black after completing all steps

  • The HDMI splitter does not power on

  • The server does not turn on

  • The issue continues to recur

Contact Berry Support

Submit a ticket or contact Berry Support with:

  1. Send an email to Support:
  2. Scan the QR code on your dashboard, then submit the ticket form.
  3. Submit a ticket through the Berry AI Support Portal:
 


 

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