If you're having issues such as lights don't sync, TV loses image, video has no sound, you can try the following steps to troubleshoot:
- Ensure that you've set up the Sync box using the WiZ V2 app from version 1.25.6 or above. If you have already set up the Sync box in an older app version, you need to follow these steps to set it up again:
- Long press on the "TV backlight" card in the Room page to go to device settings
- Delete the TV backlight in the device settings page
- Download the WiZ V2 app version 1.25.6 or above from App store or Google Play store
- Set up/pair the Sync box with TV backlight again in the new version app
- Check if the HDMI cables connecting the Sync box to your external HDMI device and to your TV are securely plugged in.
- Check if the media device you are connecting is outputting a supported video signal.
- The video format should not be higher than 4K @60Hz. (The sync box does not support 4K @120Hz)
- VRR, ALLM functions are turned OFF in both console and TV display settings, as well as other gaming mode or low latency mode.
- If you have a setup with ARC (Audio Return Channel), check the instructions in this FAQ: https://wizconnected.helpshift.com/hc/faq/1092-can-i-use-arc-with-the-sync-box/
- In case you have multiple sync boxes in the Home, make sure you haved selected the right sync box. If not, you can tap below the "sync box icon" in the Video sync page to switch to another sync box.
