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OREI BK-402A Troubleshooting Guide

Dhiraj

1. Product Overview

The OREI BK-402A is a 4x2 HDMI Matrix Switch designed for multiple source devices and displays. It features four HDMI inputs, two HDMI outputs, plus Optical and 3.5mm audio outputs for audio extraction. The BK-402A also supports eARC between Input 1 and Output 1, allowing an eARC-enabled TV connected to Output 1 to send audio back to an eARC soundbar connected to Input 1. This guide covers the most common issues, their possible causes, and the recommended troubleshooting steps.

2. Before You Begin (Quick Checks)

Before troubleshooting, complete these quick checks. Many common issues can be resolved with these simple steps.

  • Verify the power adapter is connected. 
  • Confirm the Power LED and other LEDs are ON. 
  • Test the source directly with the display. 
  • Use certified Ultra High Speed HDMI cables for the best performance. 
  • Disconnect and reconnect all HDMI cables. 
  • Power cycle all connected devices. 
  • Try a lower resolution or audio format from the media source.

3. Common Troubleshooting

A. No Video / No Signal / Black Screen

Covers:

  • No signal 
  • Black screen 
  • No HDMI output 
  • No video through the matrix 
  • Apple TV logo then black screen 
  • PS5 signal loss 
  • Video works directly but not through BK-402A 
  • Signal drops intermittently 
  • Output goes blank 
  • Screen blacks out when changing TV volume 
  • Projector has no picture
  • Output 2 not working 
  • One HDMI output has no picture
  • Output 2 signal drops
  • Only one display works

 

Possible causes

Damaged or low-quality HDMI cable

Long HDMI cables (For 4K@120Hz we recommend HDMI 2.1 cables under 15 feet)

Incorrect EDID setting

Possible compatibility with the source or display

Incompatible resolution

Troubleshooting steps

Set EDID to 110 (1080p@60Hz)

Check if the same issue happens with a different media source as the input

If a specific output isn’t working, switch the displays between the two outputs and see if the issue follows the display or the specific Output.

If the issue follows the display, connect the media source directly to the display and confirm it works.

If the issue happens with a specific media source like PS5 or Apple TV, there might be some compatibility issues. But, just as a test, try changing some settings inside the specific media source.

If the issue still continues

Go to Section 5: Before Contacting Support.

B. Resolution & Display Problems

Covers:

  • Both displays stuck at 1080p 
  • Cannot get 4K
  • Wrong resolution 
  • Dual displays show different resolutions 
  • Cannot output ultrawide resolution 
  • 3440×1440 not working 
  • HDR not displaying 
  • Display resolution changes unexpectedly

Possible causes

Damaged or low-quality HDMI cable

Long HDMI cables (For 4K@120Hz we recommend HDMI 2.1 cables under 15 feet)

Incorrect EDID setting

Incompatible resolution

Troubleshooting steps

Make sure the EDID is set to 111 (Copy output 1) factory default and the primary display or the display with the higher specs is connected to output 1.

For dual display setups where one display is 4K and the other is 1080p, make sure the 1080p the display is connected to Output 2 and the CONFIG dip switches are set to 110 or 010 (Out 2 scaler mode).

If both displays are 4K and stuck at 1080p, try changing the EDID to 101, 100, or 011 (4K EDID settings) to force a 4K output from the source. Also make sure your source is correctly outputting 4K.

Connect the media source directly to each of the displays one after another and confirm 4K works with direct connection.

If the issue happens with a specific media source or input while the other sources/inputs work properly at 4K, then check the video output settings on the specific media source.

If the video output doesn’t fill the display properly, please note that resolutions such as 3440x1440, 2560x1080 and other ultrawide resolutions are not supported. Ultrawide monitors can still work but at standard resolutions causing black bars to appear on the monitor.

For HDR, Dolby Vision or HDR10+ not working, confirm if the same works when connecting the media source directly to the displays. Make sure your HDMI cable supports enough bandwidth to pass that metadata.

If the issue still continues

Go to Section 5: Before Contacting Support.

C. Audio Issues

Covers:

  • No audio 
  • No optical audio 
  • No HDMI audio 
  • AVR has no audio 
  • Audio but no video 
  • Video but no audio 
  • eARC/ARC audio problems
  • Soundbar doesn’t output audio from Output 2

Possible causes

Incorrect eARC connection or configuration

Incompatible audio format selected from the media source

Incorrect EDID settings

Troubleshooting steps

Make sure the eARC Soundbar is connected to Input 1 (eARC) port only.

eARC LED on the BK-402A should be lit up.

If the connected TV on output 1 does not support eARC or isn’t connected to the correct port, eARC function will not work.

If video works and audio doesn't, try setting the audio format to Stereo or PCM from the media source settings.

Try setting the EDID to 110 (1080p 60Hz with PCM audio) or a specific 4K or 8K EDID setting with a different audio format

If an AVR is connected to the Input 1 (eARC) port for audio purposes, make sure the HDMI connection goes to the port labeled eARC/ARC on the AVR.

For no audio output from the Optical port, change the EDID to one of the 5.1CH settings like 100 or 001 since the Optical port supports maximum 5.1CH audio.

If the Optical port still doesn’t output audio, the connected audio device may not be compatible with 5.1CH audio, in which case, try PCM or Stereo audio setting from the media source.

If eARC function is enabled, and the audio output is being taken from the Optical or 3.5mm ports, the audio format settings need to be set to Dolby Digital, DTS 5.1 or PCM/Stereo from the TV settings.

If an eARC/ARC soundbar is connected to Output 1 or 2, audio won’t work. Those outputs are for displays. ARC/eARC soundbars are supposed to connect to Input 1 (eARC) port only.

If audio works and video doesn't, try setting the media source to a lower resolution and try. Also, try turning off HDR, Dolby Vision or other enhanced video settings and check.

If the issue still continues

Go to Section 5: Before Contacting Support.

D. Switching Problems

Covers:

  • Cannot switch inputs 
  • Remote doesn't switch inputs 
  • Buttons don't work 
  • Input switching fails 
  • Auto-switching not working 
  • Wrong input selected automatically

Possible causes

Remote battery dying

Plastic flap on the remote battery not removed

Remote too far from the IR window of the device

Troubleshooting steps

Replace the remote battery with a new one.

Remove the plastic flap that comes with the remote as that doesn’t allow the battery to power the remote.

Try holding the remote a bit closer to the BK-402A.

Auto switching works with a 5V power logic from the HDMI port. If a device is turned off, it stops sending the 5V current to the BK-402A which signals the BK-402A to automatically switch to the next active input. However, modern devices like Apple TV, Fire TV Stick, etc. don’t fully turn off and keep sending the 5V current even on standby which means the BK-402A may not automatically switch to the next input source.

If the front panel buttons don’t work, try using the remote to switch inputs. If the remote works, then the buttons might be dead, and the unit may need to be replaced.

If the issue still continues

Go to Section 5: Before Contacting Support.

E. HDMI-CEC / ARC / eARC Issues

Covers:

  • TV turns devices on unexpectedly 
  • PS button powers on the other display
  • TV powers off unexpectedly 
  • HDMI-CEC problems 
  • Volume changes cause screen blackout 
  • ARC/eARC behavior

Possible causes

CEC settings or compatibility issues

Troubleshooting steps

For unexpected power on or volume change events, CEC could be the core reason, in that case, turn off CEC from the media source and the TV’s settings.

If a display powers off unexpectedly, make sure it’s sleep settings are disabled.

If the eARC LED on the BK-402A is blinking it could either mean the TV connected does not support eARC or eARC is not enabled.

If the issue still continues

Go to Section 5: Before Contacting Support.

4. Recommended Installation Practices

  • Use Ultra High Speed Certified HDMI cables. 
  • Avoid adapters such as HDMI to DP or DP to HDMI or HDMI to VGA. 
  • Keep HDMI cables under 30 feet as a general practice. Under 15 feet for 8K and 4K@120Hz setups.
  • Set the video resolution and audio format to a compatible one in the media source settings

5. Before Contacting Support

If the issues still continue, reach out to our support team via email at info@orei.com. Before doing so, please have the following information ready:

  • Product model 
  • Issue description
  • Order number or Invoice
  • Source and display devices being used
  • AV Receiver/Soundbar model (if applicable) 
  • HDMI cable lengths 
  • Troubleshooting already tried

Having this information ready will help our support team diagnose and resolve your issue more quickly.

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