Troubleshooting

ONYX on PC unlocks NOVA mode when a Netron node is detected on the network, not just physically connected. Make sure your PC's Ethernet adapter and the Netron node are on the same IP subnet (for example, both in the 2.x.x.x range for Art-Net). Check that sACN or Art-Net are enabled in ONYX, and configured to use the correct network adapter in Menu → Network Settings. Also verify the Netron node has a valid IP shown on its display — if the IP shows no link (no check mark), there is a cable or switch issue. Once ONYX detects the node, the license indicator in the lower-left corner should change from FREE to NOVA.

NOVA+ mode requires an NX-Touch, NX-K (keypad), or NX-P (motorized fader wing) to be connected via USB. A Netron node or NX-DMX only triggers NOVA. If you have one of these NOVA+ devices connected and ONYX still shows NOVA, try unplugging and replugging the USB cable, using a different USB port directly on the PC (avoid hubs), and restarting ONYX. Check that Windows recognizes the device in Device Manager. NOVA+ adds full MIDI, OSC, and timecode support to the 4-universe output.

When multiple license sources are connected (for example, an NX Wing plus an ONYX Key), ONYX automatically activates the highest available license. If the license appears lower than expected, check Menu → About → License to see which device ONYX has detected. Ensure the ONYX Key or hardware device is firmly connected. For consoles, the embedded license is fixed and shown in the About screen. If your console cannot detect its license, please email support@obsidiancontrol.com.

First confirm you have fixtures patched in ONYX on the universe you are trying to output. Go to Menu → System → Local DMX and verify the port is set to Output (not Input) and is assigned to the correct universe. Check that the Grandmaster is up. Use the Live Output window in ONYX to confirm DMX values are being sent — red-highlighted values indicate Programmer output. If the values look correct in software but no DMX appears on the cable, try a different cable and 5-pin connector. Verify that the DMX port indicators are orange or blue.

Start by confirming that your console and the Netron node are on the same IP subnet. For Art-Net, the standard range is 2.x.x.x with subnet 255.0.0.0. If using ONYX, go to Menu → Network Settings and enable Art-Net or sACN output, then ensure ONYX is bound to the correct network adapter. Use the node's Art-Net View monitor (Menu → View and Test → Art-Net View) to check whether it is receiving traffic.

A white universe outline/border on the port display of a Netron device's OLED screen means the port is configured for output but is not currently receiving valid Art-Net or sACN traffic for the assigned universe. Check that your ONYX system (or other controller) is powered on, connected to the same network, and actively sending to the universe numbers the node expects. Verify the Netron node's IP shows a check mark on its home screen — no check mark means there is no active network link. If the link is good but no traffic arrives, confirm Art-Net is enabled in ONYX and that the universe numbers match. A blue universe box indicates active DMX output.

ONYX discovers Netron nodes automatically when both devices share the same IP subnet. First, check the node's IP address on its display (IP A or B) and confirm the PC's Ethernet adapter is in the same range (e.g., both on 2.x.x.x). From a Windows Command Prompt, run 'ping [node IP]' to verify basic connectivity. If the ping fails, the issue is a network/cable problem, not ONYX. If ping succeeds but ONYX still does not list the node, ensure ONYX is bound to the correct adapter in Menu → Network Settings, and try enabling Art-Net Broadcast. Also check that AVAST or other aggressive antivirus software is not blocking ONYX's network traffic.

AVAST antivirus is specifically known to interfere with Netron device web interfaces and can also disrupt ONYX's Art-Net/sACN network communication. Temporarily disable AVAST (or add exceptions for ONYX.exe and the Netron node's IP) and reload the Netron web interface in Chrome or Firefox. If the dropdowns in the Netron web UI were showing as blank white boxes, they should appear correctly after disabling AVAST. Other aggressive antivirus or browser security extensions can cause similar issues — test with extensions disabled if problems persist.

CLU discovers Netron nodes by searching across all connected network adapters. Ensure your PC is connected to the same network switch as the Netron node. If your PC uses both Wi-Fi and Ethernet, disable Wi-Fi temporarily so CLU doesn't search the wrong interface. On the node, verify it has a valid IP (not 0.0.0.0) shown on its display. Antivirus or firewall software can also block CLU's discovery — temporarily disable these if the node remains undiscovered.

Download the latest ONYX installer from support.obsidiancontrol.com. Run the installer on your PC; it will update the existing ONYX installation while preserving your show files and settings. It is recommended to save your show file before updating. After installation, verify the version in Menu → About. You can also update the fixture library separately using the standalone library installer available on the same Downloads page.

Download the ONYX OS image from support.obsidiancontrol.com and use the included ONYX OS Tool to create a bootable USB drive. Insert the USB into the console, power on, and follow the on-screen prompts. The process replaces the OS and completely wipes all show files stored on the internal drive. Back up your show files to an external USB before updating. BIOS updates for NX consoles are also available separately on the Downloads page.

Netron firmware can be updated in two ways: through the Netron CLU software (recommended for batch updates) or through the node's built-in web interface. In CLU, select the device and use the firmware update function. In the web interface, navigate to System → Maintenance → Firmware Update and upload the firmware files (Display NFW and Web IMG if both are provided). Download the latest firmware from obsidiancontrol.com/pages/netron under the firmware section. Do not power off the node during the update. After updating, the node will reboot automatically.

To factory reset a Netron node, go to Menu → System → Factory Reset on the front-panel OLED display. A factory reset clears all custom settings and user presets, restoring the device to factory Netron Presets and default IP settings. Before resetting, export your configuration via the web interface (System → Maintenance → Export Config) if you want to preserve custom settings.

If the Netron Presets list (under Menu → Presets → Netron Presets) appears empty, first confirm you are in the Netron Presets section, not the User Presets section (User Presets can be empty). If Netron Presets genuinely shows no entries, this usually indicates corrupted firmware. Update the firmware via CLU or the web interface, then perform a factory reset (Menu → System → Factory Reset). After these steps, the factory Netron Preset list (ArtNet 2.x, ArtNet 10.x, sACN 2.x, etc.) should be fully restored.

The serial number is on a printed label on the rear panel or underside of the console. NX series serial numbers are situated below the barcode. The model code (e.g., 'NX1007') is a separate identifier. The serial number is required for RMA and warranty service requests.

Email support@obsidiancontrol.com with the product model (NX Wing), the serial number from the rear label, and a description that the internal MIDI interface cards are missing or not functional. Mention that you no longer have proof of purchase, and confirm who you purchased the console from.

Email support@obsidiancontrol.com with your product model, serial number (from the label on the rear or underside of the unit), a description of the problem, and your location (country/state). If you have proof of purchase, include it. Obsidian will evaluate the request and provide an RMA number along with instructions for shipping to an authorized service center. Do not ship hardware without an RMA number.

Show files saved before ONYX 4.6 may fail to import if there is a fixture library version mismatch. The fix is to open the original show file in the version of ONYX it was saved in, run the Patch Exchange function (Main Menu → Show Settings → Patch Tasks → Patch Exchange) to update all fixtures to the current library versions, and then save the show. After that, import the updated show file into the new ONYX version. If the show file is very old and the original ONYX version is unavailable, contact Obsidian support for guidance.

There are three options for adding unlisted fixtures. First, check that you have the latest fixture library installed (download from support.obsidiancontrol.com and load the library file from Menu > Tools). If the fixture is still missing, submit a request via the fixture request form on the support site, and the Obsidian team will add it to the AtlaBase library. Alternatively, use the built-in Fixture Library Editor (accessible via Menu → Show Settings → Fixture Library Editor) to create a custom profile. You can also import profiles from compatible visualizers using CITP in the Patch Import screen.

Download the library file from support.obsidiancontrol.com (the link is listed under Downloads as 'Fixture Library'). Load the library file into ONYX from Menu > Tools. The fixture library can be updated independently of the ONYX software version. After updating, fixtures previously not found in the library may now be available.

A stuck MIDI value usually indicates that a MIDI note-on or CC message was received but the corresponding note-off or zero value was never received. In ONYX, check Menu → System → IO Settings → MIDI Devices to confirm the correct MIDI interface is selected and active. Try sending a MIDI reset or all-notes-off command from the MIDI controller. If values are continuously stuck, restarting ONYX will clear the MIDI state. Also confirm that your MIDI controller's output range matches what ONYX expects for the assigned function. In FREE and NOVA modes, MIDI is disabled — you need at least NOVA+ or a numbered key to use MIDI.

First confirm that your ONYX license tier supports timecode: FREE and NOVA modes do not include timecode; you need at least NOVA+ or a numbered key. In ONYX, go to Menu → System → IO Settings and verify the correct timecode input source is selected. If using SMPTE LTC on a console or NX SYNC, choose the "MTC" option. For LTC via an audio interface, you must first configure an Audio Interface in IO Settings → Audio Settings and then set up an Audio LTC Input Processor in the DyLOS library. If using SMPTE/Timecode via MIDI, confirm the MIDI interface is connected and active.

External monitor orientation and display assignment in ONYX is managed through Windows display settings. Right-click the Windows Desktop → Display Settings and set the correct orientation (Landscape/Portrait) and arrangement for your monitors. Inside ONYX, display assignments for windows and workspaces can be customized under Views and Workspaces settings. If a secondary screen appears rotated or offset, correct it in Windows first, then relaunch ONYX or reassign the workspace layout. NX consoles with touch screens may also have a touchscreen calibration tool accessible from the System Tools menu.

Please send a screenshot of the error to support@obsidiancontrol.com

Blank white dropdown menus in the Netron web interface are a browser compatibility or security software issue, not a device problem. Use Google Chrome, Microsoft Edge, or Firefox (current versions) — Internet Explorer is not supported. Disable browser security extensions (script blockers, ad blockers) and antivirus browser plug-ins temporarily. AVAST antivirus is specifically known to cause this issue. If the dropdowns work in a different browser or on a different PC, the issue is local to your browser or security software configuration, not the Netron device. All configuration can also be done directly from the front-panel OLED display as an alternative.

The EP4 is a DMX output node, not a console — it cannot replace the NX1's role as the ONYX controller. However, you can keep your show running by loading the NX1's show file on a Windows PC running ONYX (download free from support.obsidiancontrol.com), then connecting the EP4 to the same network as the PC to handle DMX output. The EP4 connected to ONYX on PC unlocks NOVA mode (up to 4 universes). Set the EP4 to an Art-Net preset matching the universes used in your show, and ONYX on PC will output to it. When the NX1 returns from service, reload the same show file on the console.

To initiate an RMA, contact Obsidian support at support@obsidiancontrol.com with your product model, serial number (found on the label on the rear or underside of the unit), description of the issue, and proof of purchase if available. Obsidian will issue an RMA number and direct you to the nearest authorized service center. Do not ship hardware without an RMA number. In the US, authorized service centers handle physical repairs; Obsidian support coordinates the process regardless of location.

The serial number is printed on a label on the rear panel or underside of the console. It is typically labeled 'S/N' and consists of letters and numbers (longer than 7 characters). If you cannot find the serial label, check inside ONYX at Menu → About → About, which shows the device model and software version — though the hardware serial number is on the physical label, not always shown in software. The serial number is needed for RMA requests and warranty service.

Technical support is available through the support portal at support.obsidiancontrol.com, which includes the full ONYX manual, getting-started guides, device documentation, and downloads. For direct support, email support@obsidiancontrol.com. There is no single global phone number; hardware service is handled through regional authorized service centers, which Obsidian support can direct you to based on your location.