Gen 1 Support

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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.

Article ID: 100050016

Screen shows "No Signal" or "Unsupported Signal" when I use Magewell capture device

1Check if the resolution of the signal source exceed the processing range of the capture device Please refer to the tech spec of the capture device on the Magewell official website. The highest supportable resolution can be found in the Input Features section. 2Check if the signal source works normally Connect the signal source to other receiving devices (such as TV). If the other receiving devices cannot display videos normally, the problem should come from the source. Or connect your capture device with other signal source. If the capture device works normally, the problem should come from the original source. 3Check the status of cables and interfaces Use the recommended brands of cables or use the Mini Repeater HDMI 4K to enhance the signal. Mind the length of cables. If the cable is too long, the quality of signal transmission will be damaged. For USB Capture (Plus) devices, make sure they are used with the original USB 3.0 cables provided by Magewell. Check if all interfaces are firmly connected. If there are any worn interfaces, use alcohol pads to wipe the interfaces. If there is a adapter between the signal source and the capture device, replace the adapter. If there is a signal splitter, connect the source directly to the capture device. 4Steps for HDMI devices Make sure the signal source is not encrypted by HDCP because HDCP signals are not allowed to be captured according to the law. Reset the EDID. (See How to reset the EDID of HDMI capture device)

Article ID: 000050048