1. Make sure the volume is up on the remote (see question below for pairing your remote)

2. Make sure the volume is turned up on the back of the Epic.

3. Check to make sure the content you’re playing has sound.

4. Contact support at mailto:support@protohologram.com

1. Make sure the power is on, and the LED controls on the back of the unit are turned up fully.

2. Make sure the Input on the remote control is set to HDMI 1 by tapping the ☰ icon on the Proto remote and setting the Input to HDMI1.

3. Refer to the following steps if you cannot see video playing: Video Not Playing on Proto Epic

4. If the issue does not resolve after the above steps, please contact support at mailto:support@protohologram.com

A: Yes! There is an HDMI audio output at the rear of the unit that can be attached to external speakers.

A: Simply point the remote at the screen of the Epic and hold the center “OK” button for 30 seconds. Your remote should pair after that. Easiest way to check is by adjusting the volume.

A: The software license date begins on the date of the creation of your Proto Cloud Account.

The Epic has a 20 amp power supply meaning you would normally need a 20 amp T-outlet to run the device. However, we do send a 15 amp cable and adapter to be used on a regular outlet. As for voltage, the Epic will operate within the range of 100-240 Volts.

1. Double check that the power cable is fully connected to the Epic and the outlet.

2. Your power outlet may not be live or may not be a 20 amp outlet, try a different power outlet.

3. The power switch may be set to OFF, check that it is set to ON in the connection panel.

4. The display may be turned off, make sure to press the ON button on the remote.

5. Contact support if these fixes do no work.

We advise you to power off and unplug the Epic before simply wiping the screen with a microfiber cloth in a circular motion. If just the cloth isn’t enough, you may apply water, glass cleaner, or isopropyl alcohol(55%) to the microfiber cloth before wiping down the Epic. Do not spray anything directly onto the screen.

A: The primary use of the User Guide is focused on the hardware, and since the software updates improve and add to the functionality, the guide won’t be updated to match software releases.

A: The recommended internet speed is 25 MBps for both download and upload.

A: The Epic and LBK support both wireless and an ethernet cable.

A: For optimal performance when running your Epic 24/7, please restart your Epic every 2 to 3 days.

A: Files are downloaded to an internal hard drive inside the Proto before being played. Each Proto comes with 1TB of built-in hard drive space. This is to create seamless playback on the Proto device. Epics also have Offline Mode that don’t require internet access to play content.

A: Yes! By going into the Devices section of your cloud account, on the very right in the options section you can now share your device with other cloud accounts.

A: Proto Epics can play H264 or H265 (HEVC) video files in the following resolutions: 1080p portrait mode (1080 x 1920) and 4K UHD portrait mode (2160 x 3840). Files must be .mov or .mp4. We recommend a framerate of 30fps or 60fps.

A: We recommend one of our Proto Studio Kit cameras, but most cameras capable of a 4K resolution at 30fps will work. However, like with any production, the better the camera, the better the image quality!

If you are interested in our Proto Studio Kits, please reach out to mailto:info@protohologram.com or contact your Proto sales representative.

A: The Epic and Live Beam Kit are straightforward to set up and come with user guides with step by step instructions. We’ve found that end users with some production experience typically are more comfortable fine tuning the setup. 

A: No 3D images needed. Proto will display any 2D images or videos and create the illusion of a 3D space. This is what we call our Holoportl effect.

A: Our LEDs are white with a color temperature of 6500K. The LEDs cannot be changed to different colors. However, if you play content with different colored backgrounds (red, green, blue, etc.) you can create an illusion of different colored LEDs.

We encourage you to play around with different colored backgrounds to see which you like best! Keep in mind that you should not use darker backgrounds or they will flatten the image and ruin the illusion of depth.

A: Currently Proto Epics need to be shipped upright and securely strapped. Any damage caused by poor shipping is not covered by the Proto warranty.

A: No, you cannot store the Epic on its side at any given time. The Epic was designed to be shipped and stored in an upright position.

This may look like oil but its not and can be expected in a display of this nature. Our custom engineered displays work by changing the way in which light is being refracted through highly specialized fluid between multiple pieces of glass. These patters will change over time and should not adversely impact image quality in any meaningful way during normal use. For cleaning your screen, see: here