Zidoo z3000 Pro - Video output only black

Purchased a z3000 pro in January. It’s been working fine for the last six months. A few days ago the screen went black. No video or audio output from the HDMI. We had just watched a DVD file off our Synology raid via smb a few minutes before. The zidoo player wasn’t doing anything and the screen just went blank.

Tried rebooting the unit. The front display showed “Hello” etc. as normal but the TV screen was still black. No user interface. Also, the “zidoo” logo on the boot up screen didn’t appear. Just black the whole time.

Tried powering down the unit with the switch in the back and re-booting. Same.

Tried bypassing my Denon Amp (AVR-5308CI) and connecting the unit directly to the TV (Sharp LC-90LE745U) with a different HDMI cable. Still nothing.

Tried directly connecting the z3000 to two other monitors, with two other HDMI cables (all hi-speed cables.) These monitors said there was “no signal.” (I think my TV shows black for no signal instead of a blue screen like these other monitors.)

The app on the phone seems to be able to control the unit fine. I can play and stop videos. (The video doesn’t appear on the phone but all my media is directly off Blu-ray and DVD. I don’t expect those files to stream over wifi.) All controls in the app seem to work and the front display on the zidoo seems to be working correctly too showing play/stop resolution etc, so I’m guessing the unit is working fine, it’s just the HDMI out isn’t sending the video.

In desperation I tried the other audio only HDMI output. No video (as expected.) No audio on either HDMI out.

I tried slowly cycling the resolution button on the remote as someone suggested here on the forum for someone else’s black screen problem, but that doesn’t seem to do anything. Changing the resolution in the phone app doesn’t seem to do anything either. I’m not running anything fancy here, just 1080p. No HDR. (HDR set to “auto” in the app)

Right now I’m at a loss. I thought of doing some sort of factory reset. I see the button on the back of the unit but I’m hesitant because I haven’t found any documentation about that on the website.

Anybody have any suggestions?

 

Sounds like you should be contacting the retailer to have it fixed or replaced under warranty. Based on your description, you have done sufficient troubleshooting to establish that the fault is with the Zidoo device.

 

No consolation but it's nice to see someone properly troubleshooting rather than just posting "I'm getting a black screen!".

I agree with @peteru , it sounds pretty dire and is most probably a hardware issue.

But I would just check settings are as expected by using the Cast function in the app to access the UI, although the fact that you don't see the Zidoo logo as the box starts is pretty damning as that is output at standard 1080p before the settings kick in.

I'd also try a factory reset from the Cast screen - goto Settings/Other/Recovery & Reset > Restore Factory Settings.

But I wouldn't be hopeful - I think this will need replacing under warranty.

 

Thank you @peteru and @Markswift2003 for the responses.

I gave the factory reset from the phone app a shot. It didn’t seem to do anything. I tried it several times but I don’t think it reset.

I’d like to try to get warranty service as you both suggest. I purchased the unit on Amazon (sold by zidoostore) and since it’s after 30 days I don’t think Amazon will do anything. I couldn’t find any warranty documentation on the zidoo website. Assuming there’s is one, what’s the best way to get service? (I’m in New York, which probably makes a difference for the warranty.)

 

As far as I know these boxes have a 1 year warranty and my experience with Amazon is that they replace faulty items like this without a quibble, even after the 30 day grace period when they are fulfilled by Amazon.

But I'm not sure how retail laws work in the US so @Zidoo Support-Kim , @Eki Shaw - can you give advice on how Eric should proceed?

 

Thanks @Markswift2003 for the referral. I'll check back tomorrow for a response from Zidoo, since I know it's the middle of the night in Shenzhen right now...

 

Hi there. Thank you for your patience.
Before moving on to the next stage, there is one more attempt. Please verify after removing all the external devices, including external storage.
If the problem persist, your player requires a exchange/repair via our shop on Amazon. Also, I will follow this.

 

@Zidoo Support-Kim

Hello. Thanks for your help.

The only storage I have connected to the z3000 is via wired ethernet. (SMB to Synology RAID) I disconnected the ethernet cable and booted up with only power and HDMI cables connected. Still a black screen. No zidoo logo at the start and no menu screen.

Also, I'm not clear on the return process thru your Amazon store since the return button on Amazon disappears after 30 days. If you could guide me thru this process it would be appreciated.

Thanks.

 

No worries! I'll send PM to you asking for details of order first : )