Troubleshooting AVoIP After a Router or Network Switch Change

If your BZBGEAR AVoIP system stops working after replacing a router, changing a network switch, or modifying network settings, use this checklist to identify common connectivity issues.

If the issue persists, contact support@bzbgear.com.

1. Check Physical Connections

• Confirm the control box, encoders (TX), and decoders (RX) are powered on
• Verify all Ethernet cables are securely connected
• Check the Ethernet link lights on devices and switch ports
• Try a known good Ethernet cable or another switch port if a connection appears inactive
• Confirm all devices are connected to the intended network

2. Verify Network Settings

• Confirm the new router or switch is compatible with your AVoIP system
• Verify the control box's IP address matches the current network configuration
• Ensure your computer can communicate with the control box
• Check that VLANs, subnets, and network isolation settings are not preventing devices from communicating
• Confirm the switch supports and is configured for the network features required by your AVoIP system

General AVoIP network requirements:

• Managed switch with sufficient network bandwidth
• Appropriate multicast and IGMP configuration
• Jumbo frame support, where required by the system
• Proper configuration for interconnected switches
• Sufficient PoE power, if applicable

Note: Requirements vary by model. Consult the product documentation for specific network settings.

3. Check Control Box Access

• Enter the control box's IP address in a web browser
• If the interface does not load, verify the IP address, your computer's network settings, and any VLAN or subnet restrictions
• Do not assume the control box automatically receives a new IP address after a router change

4. Rediscover Encoders and Decoders

If you can access the control box but devices are missing or disconnected:

• Open the device management or discovery section
• Check whether the encoders and decoders appear in the device list
• Run a new device scan if supported by your model
• If necessary, remove and re-add affected devices after recording any settings you need to preserve
• Test video routing after rediscovery

Menu names and discovery procedures vary by model.

5. Test a Simplified Setup

If the system is still not working:

• Connect one encoder, one decoder, and the control box to the same properly configured switch
• Connect a known working HDMI source and display
• Check whether the control box discovers both devices
• Test video transmission and control functionality
• If the simplified setup works, reconnect the remaining devices and switches one at a time

If the system works on one switch but fails across multiple switches, review the inter-switch connections, VLANs, multicast settings, and IGMP configuration.

6. Contact BZBGEAR Support

If the issue persists, email support@bzbgear.com with the following information:

• AVoIP system and control box model
• Router and switch make and model
• Number of encoders, decoders, and switches
• Whether the control box web interface is accessible
• Whether the encoders and decoders appear in the device list
• Any error messages or unusual link light behavior
• A network diagram, if available

This information will help our support team narrow down the cause of the issue.