Description
This guide outlines the causes of and preventive measures for the HELIOS alert: Sync Mismatch.
Identifying Sync Mismatch
A Sync Mismatch alert can be identified when shown under the Health tab in HELIOS. This alert will appear in the following sections:
Input > Input
Input > Nanosync
Health > Alerts
What Do These Alerts Indicate?
The Sync Mismatch alert indicates a discrepancy between the timing of frames received by HELIOS from the content source and the reference clock, indicating a misalignment in synchronization rates. Commonly, this occurs when users are stitching inputs from multiple content source devices into a single canvas. Additionally, the issue may stem from upstream devices, such as switchers, amplifiers, adapters, or other equipment, which could be causing synchronization issues.
Troubleshooting
To resolve this issue, follow these steps:
Inspect the Content Source: Start by examining the content source and ensure that no intermediate devices are affecting the synchronization. A common troubleshooting step is to connect the content source directly to HELIOS, bypassing any intermediate equipment.
Verify Sync Sources: Ensure that both HELIOS and the content source are synchronized using a proper sync reference.
Check Sync Offset Values: Navigate to Input page > Input and review the Sync Offset values. The sync offset indicates the deviation between the input’s sync and the system’s sync. If HELIOS is locked to the input, the value should be close to zero. For setups utilizing external genlock, the value should be a fixed (non-changing) number, and in the microseconds (µs) range, rather than milliseconds (ms) range.
If you continue to experience issues, please reach out to [email protected] and include your system's log files for further assistance.