FREQUENTLY ASKED QUESTIONS

If you are experiencing a problem with Orei LLC product, we recommend the following procedures:

1. Please refer to our YouTube page. We have created a video for all of our products to help guide customers and help you understand more about our products. Chances are that you may be able to resolve your problem without having to call our technician or to send the unit back to us.

2. If you still cannot resolve your problem, please email us at info@orei.com

3. If you are still experiencing problems with your unit after troubleshooting, and our Technician has determined that your unit needs to be repaired or exchanged, we will help you determine if your unit is under Warranty based on the date of purchase.

The Technician will then give you two options:

1. You can send it back to the seller who sold you the unit for repair. (You will need to call them before shipping unit to them).

Please note that in order to have your merchandise repaired and replaced by warranty, you must contact our customer service representative by phone or email, and get RMA number.

In the United States for support or technical questions within USA, please contact info@orei.com

Once a RMA Number is issued, you will be responsible for:

1. Shipping both ways (it is recommended you ship with insurance, and double box your packages, Orei LLC is not responsible for lost or damaged packages).

2. Proof of purchase such as a copy of original receipt, which must have purchase date that falls in the warranty period specified in the Warranty card.

3. All of the accessories that came with the product package must be sent along with the main unit.

4. The RMA number issued by our customer service rep must be written on the mail package, along with return address.

It will take approximately 3 to 4 weeks to process, from the date of receipt. And the repaired, or replacement unit will be delivered to customer by UPS. Please make sure the return address must be deliverable by UPS. (NO PO BOX Please)

*In order to have your merchandise repaired and replaced by warranty, you must contact our Customer Service representative by phone or email, and get RMA number.*If a unit is sent to the Service Center or Factory as a Warranty unit, but is subsequently determined to have out-of-warranty damage according to the Warranty policy, the unit will be considered Out-of-Warranty and Out-of-Warranty charges will apply.

*We offer 1 Year Limited Warranty on all of our products. We are not responsible for damages to other products that are not manufactured by us which may have been damaged by our product.

PLEASE NOTE: Your warranty card is not considered your receipt. So please be sure to send a copy of all receipts with your units for future warranty work.

We recommend using high-quality HDMI cables not longer than 30 feet with HDMI Splitters.

Set on TV to copy the supported audio/video signal from HDMI output 1 to the HDMI outputs. Set on AUTO to automatically compare outputs and send the same audio/video signal supported by all displays.

Our splitters will not work with capture cards due to the HDCP encryption on the outputs.

Our HDMI splitter will duplicate or "mirror" a single HDMI source on two HDMI displays. Both displays will show the same video and audio simultaneously.

Our splitter does not support extend mode. It only supports the mirror/duplicate screen function, each screen will show the same picture.

Yes, our products come with a dual voltage power supply, so they will work anywhere in the world.

No, our splitters are not compatible with capture cards due to HDCP Encryption on the outputs.

The Upgrade port is fused for firmware upgrades.

You can use standard HDMI cables up to 15 feet and high-quality cables up to 30 feet.

We do not recommend using cables longer than 30 feet even if they are fibre optic cables. The device will work for some time, but you might face issues with the signal dropping out.

No, the HDMI splitters do not support CEC because most customers do not want all the TVs to turn ON as soon as the source is turned ON.

Yes, you can use a standard 5V 1A DC power supply to power the unit.

Our splitter does not extract audio. However, it will provide both audio and video to the connected displays.

No, our splitter does not support that.

Yes, we have 16 output splitters available on our website, if there is a need to increase the number of displays, one can connect a splitter to another splitter.

Yes, you can purchase these things directly from us. Please contact us & we will assist you further.

No, this product does not extend multiple screens. It will duplicate the input sources to multiple outputs.

Yes, you will be able to get a signal beyond the mentioned distance but the quality of the video decreases with an increase in the distance, and that too when using with a shielded CAT6 cable.

Yes, you can implement the daisy chain method with our extenders.

Both the ends of the CAT cable should be termed as EIA-568B & the cable should be straight & not crossed.

AnswWe recommend you use High-Quality HDMI cables & shielded CAT6 cables.er

Yes, you can purchase the additional transmitters from us. Please contact us & we will assist you.

Yes, you can purchase the additional receiver from us. Please contact us & we will assist you.

Each HDMI Extender works up to a certain distance. Please check the product detail page for each model’s capabilities.

The issue might be with the CAT cable. This might be due to the external interference of the signals & CAT5e has a low bandwidth as compared to CAT6. We recommend you usea shielded CAT6 cable.

• Check if the LEDs on the device or the green and yellow lights on the CAT ports are lighting up or not. If they are not, the device might be dead. 

Please contact us so that we can troubleshoot the issue. 

Answer

All out extenders support IR Frequency & the devices using RF frequency will not be compatible with our products.

• The IR Blaster/Emitter should be connected to the IR out port on the Transmitter and the IR Receiver should be connected to the IR in on the Receiver. 

Here is a quick overview of the IR connection on our extenders: IR Blaster Explained | Use IR with HDMI Extender Kit - Remote Control 

You can use standard HDMI cables up to 15 feet and high-quality cables up to 30 feet.

Most of our products support 1440p. Please check the product detail page for more information.

No, the audio mixing is not possible on our devices.

Our devices usually have no latency or lag.

Yes, our audio extractors are designed to work with non-eARC TVs.

Yes, our HDA-939 audio extractor can Downmix audio from 7.1 or 5.1 Ch. to 2Ch.

You will be able to get up to 5.1Ch. audio signals when you are connecting your audio receiver through the optical output.

No, the Optical output does not support Dolby Digital Plus or Dolby Atmos.

You will get 2 Ch. audio from the Analog output, but it will output audio only when its set to 2.0ch or lower from the input source.

Unfortunately, it is not possible to convert your ARC TV into eARC.

Yes, our HDA-939 supports both Downmixing and Downscaling.