OREI BK-4929 Troubleshooting Guide – OREI

1. Product Overview

The OREI BK-4929 is an 8K@60Hz 4-port HDMI switch with eARC audio extraction. It allows you to connect up to four HDMI source devices to one TV while sending high-quality audio to an eARC soundbar or AVR through the dedicated Soundbar (eARC) output.

The BK-4929 is designed for modern home theater and gaming setups where multiple devices, such as a PS5, Xbox Series X, Apple TV, Blu-ray player, PC, cable box, or streaming device, need to be connected to one TV and one eARC soundbar.

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 the BK-4929 is powered on and the Power LED is lit.
Verify that all HDMI cables are securely connected.
Confirm the TV/display, soundbar/AVR, and source devices are connected to the correct ports on the BK-4929.
Power cycle the BK-4929 and all connected source, display, and audio devices.
Test the source directly with the TV whenever possible.
Test the soundbar or AVR directly with the TV whenever possible.
If the issue began after a firmware update, note the firmware version and what changed after the update.

3. Common Troubleshooting

A. Audio / Video Dropouts, Black Screen, Flickering or Stuttering

Covers:

Brief black screen or audio gap during playback
Complete signal loss followed by "No Signal"
BK-4929 appears to search for or re-detect the active signal
Audio stutters, cuts in and out, or disappears temporarily
Soundbar audio stops after the system has been running for some time
Video flashes or flickers after working normally
Video becomes unstable until the BK-4929 is power cycled
Audio works for a short time and then cuts out
Intermittent audio loss that requires one or more reboots to restore
TV turns black while sound continues
Audio delay together with blackouts
Issue occurs with specific sources such as NVIDIA Shield, PS5, Apple TV, or other HDMI devices

Possible Causes

Incompatible audio or video format

Compatibility issue with a specific media source

Damaged or low-quality HDMI cables

Incorrect or incompatible setting on the media source

Troubleshooting Steps

Try replacing the HDMI cables. Use certified HDMI 2.1 cables under 15 feet for the best performance.

Make sure the eARC LED on the BK-4929 is turned off when extracting audio directly from the media source.

Make sure the eARC LED is turned on when using an ARC/eARC TV as the audio source.

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

Confirm that the audio works when the soundbar is connected directly to the TV.

Try disabling HDR or changing other video settings on the media source.

Try changing the audio format in the media source or eARC TV settings.

Try lowering the output resolution on the media source.

Check whether the issue occurs with all connected media sources or only one specific source. If it happens only with one source, it may indicate a compatibility issue.

If the issue continues

Check Section 5: Before Contacting Support.

B. No Audio / No Dolby Atmos / Soundbar or AVR Audio Issues

Covers:

No sound from the soundbar
No sound from an AVR or receiver
Video works but there is no audio
Soundbar eARC output does not provide audio
Audio works from the monitor/TV but not from the soundbar port
eARC light is solid or blinking but there is no sound
Dolby Atmos is not detected
Atmos is reduced to PCM or another lower audio format
Lossless audio formats do not work as expected
ARC receiver is being used with the BK-4929
Audio works when bypassing the BK-4929 but not through it
Fire TV Cube, PS5, PC, or another source does not provide the expected audio format

Possible Causes

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

The eARC TV is connected to an INPUT port instead of the TV (eARC) port on the BK-4929.

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

The connected TV supports ARC but not eARC.

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

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-4929 is turned off. This allows the BK-4929 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 Soundbar (eARC) port on the BK-4929. If your soundbar has only one HDMI port, it is most likely an ARC/eARC port and should be connected to the Soundbar (eARC) port.

If you are using an ARC/eARC TV to extract audio, connect it to the TV (eARC) port on the BK-4929. A TV should not be connected to any of the INPUT ports, 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.

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

Check Section 5: Before Contacting Support.

C. eARC / HDMI-CEC / Device Control and Handshake Issues

Covers:

eARC LED keeps blinking
eARC connection does not establish
TV controls soundbar volume only after toggling eARC off and back on
TV remote no longer controls soundbar or receiver volume correctly
Xbox or another source no longer powers on the receiver/TV automatically
HDMI-CEC no longer works after installing the BK-4929
Auto power on/off behavior stops working
IR remote stops working after a firmware update
Unit no longer powers off through CEC
PS5 or another source powers on automatically when the TV turns on
Soundbar menu/home screen cannot be accessed from the TV
CEC or eARC behavior changes after firmware update

Possible Causes

The eARC TV is connected to an INPUT port instead of the TV (eARC) port on the BK-4929.

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

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

The connected TV does not support ARC/eARC.

Troubleshooting Steps

If the eARC LED is turned off, CEC pass-through to the TV may not work. If you are using an eARC TV, make sure the eARC LED is turned on. This should allow the TV remote to control the connected media devices and soundbar.

If the issue continues

Check Section 5: Before Contacting Support.

D. Firmware Update Issues

Covers:

Firmware file is rejected by the BK-4929 update application
Update tool shows "Please check if your packaged file is in order"
Firmware update completes but the IR remote stops working
Firmware update completes but the unit no longer powers off
Unit becomes non-functional after firmware update
No power or LEDs after an unsuccessful or problematic firmware update
Need to confirm the correct firmware file or update process

Possible Causes

Incorrect firmware file used

Firmware update tool is outdated or incorrect

Issues with USB cable or USB port on the computer used for the update

Troubleshooting Steps

If you performed a firmware update and started experiencing issues afterward, contact our support team and share the firmware file and update tool you used.

If the firmware update does not complete, contact our support team to confirm whether a newer or correct firmware file is available.

If the upgrade tool is not working correctly, contact our support team for the latest version of the tool.

Do not update the firmware without consulting the OREI support team first.

If the issue continues

Check Section 5: Before Contacting Support.

E. HDR / Dolby Vision / Advanced Audio-Video Format Issues

Covers:

TV stays in HLG HDR mode after switching from HDR content back to SDR
HDR/SDR switching works directly with the TV but not through the BK-4929
Dolby Vision and Dolby Atmos do not work together as expected
Dolby Atmos works only when Dolby Vision is disabled
Dolby Digital Plus Atmos works but TrueHD Atmos does not
DTS-HD Master Audio or other lossless formats fail to establish eARC sync
Deep Color, G-Sync, or similar high-bandwidth features are not accepted
4K/HDR features work differently when the BK-4929 is bypassed

Possible Causes

Low-quality, damaged, or excessively long HDMI cables

HDMI cable does not support the required bandwidth for 4K, HDR, Dolby Vision, or other high-bandwidth gaming features

Media source video or audio settings are not compatible with the TV, soundbar, or AVR

TV, soundbar, or AVR does not support the selected HDR or audio format

HDMI handshake or EDID compatibility issue between the source, BK-4929, TV, and audio device

A specific media source or streaming application does not support the expected HDR or audio format

Deep Color, VRR, G-Sync, HDR, Dolby Vision, or similar enhanced features may require compatible settings across all connected devices

Troubleshooting Steps

Make sure you are using Ultra High-Speed Certified HDMI 2.1 cables. For 4K@120Hz, HDR, Dolby Vision, and other high-bandwidth formats, shorter HDMI cables are recommended whenever possible.

Connect the media source directly to the TV and confirm that HDR, Dolby Vision, 4K, or the required video format works correctly without the BK-4929 in between.

If the issue happens only with a specific media source, check the video output settings on that source. Try lowering the resolution or refresh rate temporarily and check if the signal becomes stable.

If HDR or Dolby Vision is not working, confirm that the TV has Enhanced HDMI, Deep Color, UHD Color, or a similar high-bandwidth setting enabled.

If Dolby Atmos or another advanced audio format is not working, confirm that the soundbar or AVR supports that format. The BK-4929 cannot make an audio device support a format that it does not already support.

If Dolby Atmos works when Dolby Vision is disabled, or Dolby Vision works when Atmos is disabled, test both features individually using a direct connection between the source and the TV or audio system. This will help determine whether the issue is related to the source device, HDMI bandwidth, or compatibility between the connected devices.

If Dolby Digital Plus Atmos works but Dolby TrueHD Atmos does not, confirm that the TV and audio device support eARC. ARC connections do not support the same lossless audio formats as eARC.

If the TV remains in HDR or HLG mode after switching back to SDR content, power cycle the media source, BK-4929, and TV. Also check whether the same behavior happens when the media source is connected directly to the TV.

Try a different HDMI cable and, if possible, a different media source to rule out cable or source compatibility issues.

If the issue continues

Check Section 5: Before Contacting Support.

F. Setup / Connection Errors

Covers:

Soundbar connected to the dedicated Soundbar output but no audio is heard
Audio only works when the soundbar is placed inline between the BK-4929 and the TV
TV, soundbar, or AVR may be connected to the wrong HDMI port
TV eARC output and soundbar eARC connection are not behaving as expected
Setup appears correct according to the manual but audio still does not work

Possible Causes

eARC TV connected to one of the Input ports

eARC LED is not turned on

eARC LED is turned on even when a non-eARC TV is connected

Incorrect audio format setting from the media source or the eARC TV

eARC not enabled in the TV settings

Troubleshooting Steps

If extracting audio from an eARC TV, make sure the TV is connected to the TV (eARC) port and that the eARC LED on the front of the BK-4929 is turned on.

If extracting audio from an external media source, make sure the eARC LED is set correctly for your setup so audio is routed to the soundbar or AVR.

If the issue continues

Check Section 5: Before Contacting Support.

G. Device Stops Working / Multiple Functions Stop Working

Covers:

BK-4929 was working normally and then suddenly stopped auto-switching
eARC stops working after previously working
HDMI-CEC stops working after previously working
Several functions stop working at the same time
Unit becomes completely non-functional
No lights or response even when connected directly to a wall outlet

Possible Causes

Firmware issue or incomplete firmware update

Power-related issue

Faulty or damaged HDMI cables

Faulty power adapter

Troubleshooting Steps

Disconnect the power adapter and all HDMI cables from the BK-4929. Leave the unit disconnected for a few minutes, then reconnect the power and test it again.

Try connecting the BK-4929 directly to a different wall outlet to rule out a power issue. If possible, test with another compatible power adapter.

Check whether the Power LED and other expected LEDs are lighting up on the front of the device.

Try replacing the HDMI cables, especially if the unit worked previously and then began showing multiple issues. A faulty HDMI cable can cause signal, handshake, CEC, and eARC problems at the same time.

If auto-switching stops working, test the other inputs manually using the front panel buttons or remote. Also confirm that the connected source devices are actually turning off and are not continuing to send HDMI power while in standby.

If eARC or HDMI-CEC stops working, confirm that the same functions still work when the TV and soundbar or AVR are connected directly without the BK-4929.

If the issue started after a firmware update, confirm that the correct firmware version was installed. Contact OREI Support before attempting another firmware update.

If the BK-4929 has no lights or response at all, disconnect all HDMI connections and test the unit with only the power adapter connected.

If there are still no LEDs or response after testing a different wall outlet and compatible power adapter, the unit may require replacement or further inspection.

If the issue continues

Check Section 5: Before Contacting Support.

4. Recommended Installation Practices

Follow these installation practices to help prevent common issues:

Use certified HDMI 2.1 cables under 15 feet for the best performance.
Connect the TV to the dedicated TV (eARC) port, even if the TV itself does not support ARC/eARC.
Connect an eARC soundbar or AVR to the dedicated Soundbar (eARC) port.
When extracting audio from an ARC/eARC TV, the eARC LED on the BK-4929 should be turned on. If extracting audio directly from the media source, the eARC LED should be turned off.
Make sure the eARC LED is turned on when CEC pass-through is required.
Contact the OREI support team before performing any firmware updates.

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
Current firmware version, if known
Whether the issue started before or after a firmware update
A description or photo showing how all devices are connected
Source device model(s)
TV, projector, or monitor model
Soundbar or AVR model
HDMI cable type and lengths
Video resolution / HDR or Dolby Vision setting being used
Audio format being used
Status of the eARC LED when the issue occurs
Troubleshooting steps already attempted

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