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Can't use or find Magewell capture device on Windows

1Is the indicator light on your capture device off? If you find that the indicator light is off, it may be caused by loose connection or hardware defects. Please do as follows: Make sure the card is properly mounted in the slot. Power off your computer before removing or mounting the PCIe capture card. If there is no problem with the cables and interfaces, your capture device might have hardware problems. Please contact us for return-to-factory service. 2In Device Manager, is the status of your capture device abnormal? Go to Device Manager to find your capture device. For PCIe capture card users, expand Other devices, check to see if there is a "Multimedia Video Controller" or an "Unknown Device" with a yellow exclamation or question mark. For USB capture device users, expand Universal Serial Bus controllers, check to see if there is a "USB Composite Device" or an "Unknown Device" with a yellow exclamation or question mark. If you find a abnormal capture device as described above, the driver or firmware of your capture device may have problem. Please do as follows: For PCIe capture card users, restart your computer and then go to Download Center to get the latest driver and firmware and install them. The first generation capture cards don't have digital signatures, therefore we recommend that you disable the driver signature enforcement in Windows before installation. For USB capture device users, reconnect your capture device, and then upgrade the USB 3.0 driver to the latest version released by the official website. 3(For Windows 10 only) Can the video capture software find and use your capture device? If the video capture software cannot find or use your capture device, please check the privacy settings of the system: Click Start> Settings> Privacy > Camera, and then make sure Let apps use my camera hardware is turned on.

Frame rate is lower than expected when I use multiple capture devices at the same time

If the bandwidth required for multiple capture devices to work at the same time exceeds the bandwidth limitation of the computer, the device will automatically reduce the frame rate to ensure the overall capture is not affected.

Computer can find video capture device but can't find audio capture device

If you are using the server operating system, which turns off the audio service by default, please turn on the audio service. If you are using remote desktop, please use the computer that is physically connected with the capture devices, or you will not be able to find audio capture devices.

Can't capture video when a custom resolution/frame rate/color space is set

Check the following questions: Are the custom capture formats within the range as specified in the tech specs? For First Generation Capture Device devices, refer to the tech spec of the capture device on the Magewell official website. The video capture format is listed under Standard. For Other capture devices, refer to the tech spec of the capture device on the Magewell official website. The video capture format is listed under Video Capture format. Is the USB bandwidth that assigned to the capture device sufficient? Check: If the capture device has been connected to the USB 3.0 interface. If there are other USB devices sharing USB bandwidth with the USB capture device. If so, please reduce the number of devices that are connected via USB at the same time. For USB Capture Gen 2 Family and USB Capture Plus Family devices, you can use USB Capture Utility V3 to view current USB speed. Problem still exists? Change the video capture software and check again. Set the resolution or frame rate to lower values.

Captured image goes black for a few seconds after the game exit full screen mode

This phenomenon is due to the EDID re-negotiation that results from a resolution change when the game exits. A brief black screen is expected but it won't affect the use of your capture device.

Captured video is stretched or cropped

When the aspect ratio of the input video is different from that of the captured video, the capture device will stretch, crop, or add black edges to the captured video. The processing method that is applied depends on the AR conversion property of the capture device. If you want the captured video to keep the original scale, you can set the aspect ratio of the input video to the same as that of the captured video, or set the AR conversion property to Padding. Relevant Topic: Use USB Capture Utility V3 to set AR conversion mode Relevant Topic: Use the driver panel of capture card to set AR conversion mode Relevant Topic: Captured video have black borders

Captured video has low frame rate and stuttering problem

1Check if the bandwidth is sufficient enough to transmit the current video stream For USB Capture (Plus) devices, Use USB Capture Utility V3 to view the current USB speed. (USB 3.0 is recommended) Check if the bandwidth required for the video stream exceeds the upper limit of USB bandwidth in the current capture format. For Pro Capture, Eco Capture devices, Use the driver panel of capture card to view the PCIe bandwidth. (PCIe x4 Gen2 is recommended) Check if the bandwidth required for the video stream exceeds the upper limit of the PCIe bandwidth in the current capture format. 2Decrease the encoding parameters set by video capture software 3For Pro Capture and Eco Capture devices, upgrade the firmware to the latest version

Image tearing occurs when I preview captured video from multiple channels

When you preview captured video from multiple channels in the case of the capture color space being set to RGB32, the bandwidth of Eco Capture card will be insufficient, which may result in Image tearing. To solve the problem, please change the capture color space or reduce the number of preview screen.

Can't install driver in Linux TX2

Linux TX2 requires that the kernel modules be compiled before installing drivers. Do the following steps in the Linux Terminal: Run cd /usr/src/Linux+Tab Run sudo make modules_prepare Or Run cd /lib/modules/linux+Tab/build/ Run sudo make modules_prepare If the problem still exists, we recommend that you update the system.

The chip of the capture device burns when used

To avoid the chip to be burned, make sure the signal source is grounded when using the capture device; turn off and unplug the power cable of the computer before connecting or disconnecting the capture device from the HDMI or SDI video source.