BK-931 Troubleshooting Guide – OREI

1. Product Overview

The OREI BK-931 is an HDMI 2.1 audio extractor designed to separate high-quality audio from an HDMI signal while maintaining full-bandwidth video output to a display. It supports resolutions up to 8K at 60Hz and 4K at 120Hz, making it well suited for advanced gaming systems and modern home theater setups.

The BK-931 is installed between an HDMI source, such as a gaming console, PC, or streaming device, and a TV, projector, or monitor. It passes the video signal directly to the display while extracting and routing audio to an external sound system through eARC/ARC or other audio outputs. This allows compatible setups to use immersive audio formats such as Dolby Atmos and DTS:X.

This guide covers the most common issues reported by customers, their possible causes, and the recommended troubleshooting steps.

2. Before You Begin (Quick Checks)

Complete these quick checks before moving to the troubleshooting sections below:

Confirm that the BK-931 is powered on and the Power LED is lit.
Make sure all HDMI and audio cables are securely connected.
Confirm that each device is connected to the correct port on the BK-931.
Use Ultra High-Speed Certified HDMI 2.1 cables and keep the cable runs as short as possible.
Power cycle the BK-931 along with all connected source, display, and audio devices.
Whenever possible, test the source directly with the TV/display and audio device.
Confirm that the audio format selected on the source and TV is supported by the connected audio devices.

3. Common Troubleshooting

A. Downmix / Optical / 3.5mm Secondary Audio Issues

Covers:

Soundbar works but Optical output has no audio
Soundbar works but 3.5mm/AUX output has no audio
Trying to use a soundbar and hearing-aid transmitter at the same time
Trying to use a soundbar and Bluetooth transmitter at the same time
Trying to use a soundbar and older receiver/amplifier at the same time
Optical or analog output works with one source but not another
Dolby Atmos or higher audio format is lost when using the secondary output
Need simultaneous eARC soundbar output plus Optical or 3.5mm output
Hearing-aid systems such as Phonak, Oticon, or similar devices receive no audio
Bass shaker / haptic / secondary amplifier receives no audio

Possible Causes

Incorrect audio format selected on the eARC TV or media source.

Dolby Atmos, Dolby Digital Plus, DTS-HD Master Audio, or Dolby TrueHD is enabled on the eARC TV or media source.

Troubleshooting Steps

The BK-931 does not support Dolby audio downmixing. This means you cannot send surround sound audio to a soundbar or AVR through HDMI/eARC while simultaneously getting stereo audio from the Optical or 3.5mm output.

If stereo audio from all connected audio devices is acceptable, change the audio format on the media source or eARC TV to PCM/Stereo. This should allow audio to play from all connected outputs, including Optical and 3.5mm.

If the issue continues

Go to Section 5: Before Contacting Support.

B. No Audio / No Atmos / Audio Format Issues

Covers:

No audio from the soundbar
No audio from an AVR or amplifier
Video works but there is no audio
Dolby Atmos is not detected
Atmos content plays as Dolby Digital 5.1
Audio is limited to PCM or Stereo
DTS or multichannel LPCM is not working as expected
Audio works when the BK-931 is bypassed but not through the BK-931
Apple TV, Google TV, Roku, PC/Mac, or another source does not provide the expected audio format
Different streaming apps provide different audio formats

Possible Causes

The selected audio format is not supported by the media source, eARC TV, or soundbar.

The soundbar or AVR is connected to the wrong port.

The eARC TV is connected to the Source IN port on the BK-931.

The eARC LED is turned on when it should be off.

The connected TV supports ARC but not eARC.

Another audio device is connected to the Optical or 3.5mm output.

The audio format selected on the media source or eARC TV is incorrect or incompatible.

The EDID setting on the BK-931 is incorrect for the setup.

The media source does not support the expected audio format.

The streaming app does not support the expected audio format.

Troubleshooting Steps

If you are using a non-ARC/eARC TV, make sure the eARC LED on the BK-931 is turned off. This allows the BK-931 to extract audio directly from the media source.

Confirm that the soundbar or AVR is connected to the correct port. An eARC soundbar or AVR should be connected to the eARC OUT Soundbar port on the BK-931. An AVR or soundbar with a standard HDMI input should be connected to the Audio OUT (Amp) port. If your soundbar has only one HDMI port, it is most likely an ARC/eARC port and should be connected to the eARC OUT Soundbar port.

If the soundbar, AVR, or other audio device is connected to the Optical or L/R (3.5mm) output, set the audio format on the media source or eARC TV to Dolby Digital for Optical or PCM/Stereo for L/R 3.5mm. Some audio devices, especially hearing-aid transmitters or similar transmitters, may have an Optical input but still support only PCM/Stereo rather than Dolby Digital.

If you are using an ARC/eARC TV to extract audio, connect it to the OUT TV (eARC) port on the BK-931. A TV should not be connected to the Source IN port, even if the TV supports ARC/eARC.

When using an ARC/eARC TV as the audio source, select a compatible audio format in the TV settings. ARC TVs support up to Dolby Digital audio, so this is the highest audio format available from an ARC TV even when using an eARC soundbar. Use PCM/Stereo when using a soundbar or AVR together with a subwoofer or another audio device connected to the Optical or L/R output.

Some media devices, such as Apple TV or Roku, may support only certain audio formats. For example, a source that outputs Dolby audio cannot be expected to provide DTS. Likewise, some soundbars, such as the Bose 900, do not support DTS decoding, so DTS audio will not work even when the media source can output it.

If the issue continues

Go to Section 5: Before Contacting Support.

C. Setup / Connection Errors

Covers:

TV eARC cable connected to the wrong BK-931 port
Soundbar connected to the wrong BK-931 port
Confusion between Source IN, TV/eARC, Soundbar eARC, and Audio Only/AMP connections
No sound when inserting the BK-931 between the TV and soundbar
eARC LED is off when TV audio is expected
eARC LED is blinking and audio does not work
Soundbar works but AMP/Audio Only output does not
Using two audio devices at the same time
Soundbar does not output audio from TV apps but does from the media source on the BK-931
Setup appears correct but there is still no audio

Possible Causes

The soundbar or AVR is connected to the wrong port.

The eARC TV is connected to the Source IN port on the BK-931.

The eARC LED is turned on when it should be off.

The eARC LED is turned off when TV ARC/eARC audio is required.

The connected TV does not support ARC/eARC.

The soundbar and AVR do not support the same audio formats.

Another audio device is connected to the Optical or 3.5mm output.

Troubleshooting Steps

If you are using a non-ARC/eARC TV, make sure the eARC LED on the BK-931 is turned off. This allows the BK-931 to extract audio directly from the media source.

If you are using an ARC/eARC TV to extract audio, connect it to the OUT TV (eARC) port on the BK-931. A TV should not be connected to the Source IN port, even if the TV supports ARC/eARC.

If the eARC LED is blinking, an eARC connection has not been established with the connected TV or projector. Make sure the HDMI cable is connected to the ARC/eARC port on the TV or projector. If the TV or projector does not support ARC/eARC, press the eARC button on the BK-931 to turn the eARC LED off.

If you want audio from the TV's built-in apps instead of from the media source, make sure the TV's ARC/eARC port is connected to the OUT TV (eARC) port on the BK-931 and that the eARC LED is turned on. The BK-931 can receive audio from an ARC/eARC TV only when the eARC LED on the front panel is lit.

If the issue continues

Go to Section 5: Before Contacting Support.

D. CEC / Handshake / Device Control Issues

Covers:

TV remote mutes the soundbar but cannot change volume
TV remote does not control soundbar volume through the BK-931
Apple TV remote no longer controls TV or soundbar correctly
TV no longer automatically powers the soundbar on/off
CEC commands are not passed as expected
Manufacturer-specific features such as combined TV/soundbar audio modes do not work
HDMI handshake issue or incorrect audio negotiation
DTS 5.1+ or multichannel audio is detected as LPCM 2.0
HDR or 4K signal drops when using certain HDMI cables
Input LED behavior is unexpected even though some audio/video is working

Possible Causes

Compatibility issue between the TV and the soundbar or AVR.

CEC is not enabled in the TV or audio device settings.

Damaged or low-quality HDMI cables.

The eARC LED is turned on when it should be off.

Troubleshooting Steps

Check whether the TV and soundbar or AVR work correctly with CEC when connected directly, without the BK-931 in between.

If CEC worked previously but no longer does, update the firmware on the media source, TV, and soundbar or AVR. Also confirm that CEC works as expected with a direct connection.

Try replacing the HDMI cables. For the best performance, use Ultra High-Speed Certified HDMI 2.1 cables under 15 feet.

If the issue continues

Go to Section 5: Before Contacting Support.

E. No Video / No Signal

Covers:

No picture on the TV or projector
Audio works but there is no video
INPUT LED does not light up
Only the red Power LED is on
One source works but another source has no video
Video works when bypassing the BK-931
Video stopped working after the setup worked previously
No 4K/HDR passthrough
Gaming monitor or projector shows No Signal

Possible Causes

The eARC TV is connected to the Source IN port on the BK-931.

Damaged or low-quality HDMI cables.

Compatibility issue with a specific media source.

Troubleshooting Steps

Make sure the eARC TV is connected to the OUT TV (eARC) port and not the Source IN port on the BK-931.

Make sure the eARC LED is enabled on the BK-931 when using an ARC/eARC TV for audio.

If the Input LED does not light up, power cycle the BK-931 and all connected devices.

Confirm that the media source works when connected directly to the TV.

Confirm that 4K video and HDR passthrough work when the media source is connected directly to the TV.

Try replacing the HDMI cables.

If the issue continues

Go to Section 5: Before Contacting Support.

F. Firmware Related Issues

Covers:

Firmware update fails with “Please check if your packaged file is in order”
GFtool does not begin the firmware update
Firmware package is not accepted by the update tool
Update fails even after re-downloading the firmware file
BK-931 stops working or appears bricked after a firmware update
Only one solid red light remains after an unsuccessful firmware update
Need to confirm the correct firmware version or update process

Possible Causes

The update tool may not be compatible with the computer or laptop.

The wrong firmware file may have been downloaded.

The firmware file may have been renamed incorrectly.

The firmware file may have an incorrect file extension.

Troubleshooting Steps

Confirm that the latest firmware file was downloaded from the OREI website or provided by the OREI support team.

Confirm that the firmware file extension is '.bin' and has not been changed.

Try performing the update on a different computer or laptop.

Download the latest firmware update tool from the OREI website or obtain it through an official OREI support channel.

If the issue continues

Go to Section 5: Before Contacting Support.

Firmware Update Notes / Warnings

We recommend contacting the OREI support team before updating the firmware on your device.

G. Device Stops Working / Power Issues

Covers:

BK-931 does not power on
Device suddenly stopped working after previously working normally
Only the Power LED is on and other LEDs do not illuminate
No audio or video after the unit previously worked correctly
Possible failure following a firmware update

Possible Causes

Faulty power adapter.

Faulty HDMI cables.

Possible internal circuit failure in the unit (very unlikely).

Troubleshooting Steps

Connect the power adapter to a different wall outlet to rule out an outlet-related power issue.

If available, try another compatible power adapter.

Power cycle the BK-931.

Disconnect all cables, including power, from the BK-931. Leave the unit disconnected for a few minutes, then reconnect everything and turn it back on.

Try replacing the HDMI cables.

If the issue continues

Go to Section 5: Before Contacting Support.

4. Recommended Installation Practices

Use Ultra High-Speed Certified HDMI 2.1 cables.
Connect an ARC/eARC soundbar or AVR only to the dedicated Soundbar port.
Connect the TV to the dedicated TV eARC port, whether or not the TV itself supports ARC/eARC.
If the soundbar or AVR uses a standard HDMI input, connect that input to the Audio OUT (Amp) port. This is a standard HDMI audio output and should not be connected to an ARC/eARC-only input. If your soundbar has only one HDMI port, it is most likely an ARC/eARC port and should be connected to the Soundbar eARC OUT port.
Turn the eARC LED OFF when using a TV that does not support ARC/eARC, or when you do not want to use the TV's ARC function.
Turn the eARC LED ON when using a TV that supports ARC/eARC and you want to play audio from the TV.
If you connect a hearing-aid transmitter, headphones, or another audio device to the Optical or L/R 3.5mm output, set the audio format on the media source or eARC TV to Dolby Digital for Optical or PCM/Stereo for L/R 3.5mm.
Keep HDMI cables as short as possible.
Use audio and video formats supported by all connected devices.

5. Before Contacting Support

If the issue continues, contact our support team at info@orei.com. Before contacting support, please have the following information ready:

Product model
Issue description
Order number or invoice
A description or photo showing how all devices are connected
Source device model
TV model
Soundbar or AVR model
Any other devices connected
HDMI cable lengths
Audio format being used
Troubleshooting steps already attempted

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

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