DMP - Playback Issue

Table of Contents

1. Display Issue
2. Content Issue

Display Issue

1. Does the title appear to be playing, but there is nothing on the video output display?
   1. Try switching the video output resolution to match your display in both the DMP software as well as the BlackMagic Control Panel.
      • If you have a fixed output resolution, it means the Closed Caption feature has been applied which fixes the resolution to 720x486. We suggest disabling it if you have a DMP 8 and intend to use HD resolution. The DMP 8 does not support CC with HD resolution. I have included a link below to instructions for enabling/disabling the closed caption feature.
        • DMP 8 Enable/Disable Closed Captions – Swank Motion Pictures, Inc. (zendesk.com)
   2. Connect a monitor/tv directly to the server with a known working video cable to test if there is an issue at the server level or something along the path to the other playback device(s) is causing the issue. (Be sure to uncheck the Enable Schedule check mark at the bottom of the page before trying to playback a title.)
      • If the issue is not present when directly connected
        • Check any devices along the signal path to the monitor/tv that is having the issue.
   3. For DMP 8, make sure the output cable is connected to the correct port.
      • HDMI: The one closest to the multi-pin breakout cable port is the HDMI output.  The other port is an input and is not generally used with the DMP.
        • 
      • SDI: The SDI output port is the one closest to the multi-pin connector.
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   4. Re-install the BlackMagic driver
      • • Win 10/Win 11
        • Win 7
   5. The video card may have come loose, try reseating the card.

Content Issue

1. Is the title in the Content Library?
   • If the title is not in the library, you may need to attempt to re-ingest the latest content drive or request a new drive be sent if you no longer have it. Be sure to go up and down the list of the titles and confirm there is a green "Success" icon next to each title.
2. Is the license current for this title?
   • The License Start and End dates can be found under the Content Library.
   • If the license is not current, you may need to attempt to re-ingest the latest content drive or request an extension code sent by your Account Executive.
3. Does the title play on-demand? (Be sure to uncheck the Enable Schedule check mark at the bottom of the page before trying to playback a title.)
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   • If the title does not play on demand, open a ticket with Swank Digital Support (https://swankmp.zendesk.com) with the specifics of what you are experiencing. Please include the title(s) and timeframes if applicable. We will pass this on to our Content Team and they will review the issue being reported. If a confirmed issue is found, a new encode will be created and made available for download.