HD Video signal strength

[seatrout34221]

Hello,
New to the forum and hope someone can answer my question.
I work for a company which uses the Black Magic Intensity Pro in our systems for digital video capture. In most cases our customers use a camera box which outputs a 1080p, or 720p DVI signal. They use a DVI to HDMI cable to connect to the Intensity Pro. There is however a few locations where our customer implements an "integrated system" which from what i understand goes out from their camera box, converts into fiber, goes through some sort of repeater, back into HDMI, then into our system over a great distance (i am waiting for specific data from them that they are reluctant to give). We are constantly getting complaints of the video just dropping out for seemingly no reason. They blame us, we blame them... Everytime we recieve one of these systems back it has no problem direct from a camera and of course they "have no way to connect the camera directly to the system."
The customer is convinced it is a problem with our system because they say, "we connect the signal to one of our monitors and the image is fine." I understand that a monitor is much different from a video capture device like the Intensity pro, but i don't know the technical/scientific reason why. Is there anyone with the knowledge or can anyone point me to a site which explains the technical/scientific reason why their monitor may be able to accept a weak signal and our capture card does not like it and drops it?
Thank you in advance

[edDV]

First a little more info.

Hello,
New to the forum and hope someone can answer my question.
I work for a company which uses the Black Magic Intensity Pro in our systems for digital video capture. In most cases our customers use a camera box which outputs a 1080p, or 720p DVI signal. They use a DVI to HDMI cable to connect to the Intensity Pro.

Please elaborate on the "camera box" with DVI out. The Black Magic Intensity captures only 1080i not 1080p (unless sent as fields).

There is however a few locations where our customer implements an "integrated system" which from what i understand goes out from their camera box, converts into fiber, goes through some sort of repeater, back into HDMI, then into our system over a great distance (i am waiting for specific data from them that they are reluctant to give).

Do you have any more info? It sounds like a proprietary system or do you think it is Ethernet?