Fail to check for software updates or download new version

In the software upgrade process, failures to detect updates and download new version are usually caused by poor network connection. Please follow these steps to check the network connection: 1Check the network connection of the system In the Windows Start menu, click Settings > Network & Internet. If "No Internet access" is displayed (pictured at right), check whether the network cable is connected or contact your network administrator. 2Check if the firewall blocks the software from communicating over the network On Windows, open the Control Panel, then click System and Security > Windows Defender Firewall > Allow an app or feature through Windows Defender Firewall. In the Allowed apps dialog box, search for your software, and then check if its check boxes under Name, Domain, Private and Public are selected. If not, select these check boxes to allow the Bridge software to communicate through firewall.

Minimum bandwidth requirements for multi-channel video capture

When multiple channels of video are being captured with Magewell capture device, it is necessary to ensure that the transmission bandwidths of the capture devices and the computer's bus (PCIe or USB bus) are sufficient for the total data of multi-channel video streams; otherwise, frame drop will occur. The maximum transmission bandwidths of PCIe interface and USB interface are: PCIe x1 Gen 2: ~400MB/s PCIe x4 Gen 2: ~1600MB/s Note: Although Pro Capture HDMI 4K, Pro Capture AIO 4K, and Pro Capture DVI 4K Capture cards use the PCIe x4 Gen 2 interfaces, their actual transmission bandwidths are only ~1200MB/s. USB 3.0 bus: ~400MB/s USB 2.0 bus: ~50MB/s When capturing multi-channel video streams, you can refer to the following table to select the video capture format.

Can't use or find Magewell capture device on MacOS

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. 2(For PCI cards only) Have the firmware and driver been installed? For PCIe capture card users, restart your computer and then go to Download Center on the Maggewell website to get the latest firmware and driver and install them. Enter System Preferences > Security & Privacy > General. If system software from Magewell was blocked from loading, click Allow. 3Can 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: Enter System Preferences > Security & Privacy > Privacy. Click Camera in the left list of the Privacy page, then select capture software to allow it to access your camera. Click Microphone in the left list of the Privacy page, then select capture software to allow it to access your microphone.

Microphone audio is lost when I capture HDMI video from a camera

Many cameras' HDMI signals do not embed audio input from the microphone. Please consult your camera manufacturer to confirm whether the HDMI signal of your camera model contains audio data.

What to do if I forget the passcode of a Ultra Stream encoder

If you have previously paired the encoder with a mobile phone using the Ultra Stream app, the encoder will be automatically connected once the app is launched. You can refer to the following method to reset the passcode of your encoder: In the Ultra Stream app, select SETTINGS > General > Reset > Reset All Settings and then select Confirm in the pop-up dialog box. If the encoder cannot be automatically connected, you can refer to the following steps to reset the passcode of your encoder: Long-press the red REC button on the Ultra Stream encoder for 5 seconds until all the lights on it turn on at the same time. Then the device will be reset to its original configuration and reboot. In the Ultra Stream app, select CONFIGURE DEVICE Wi-Fi and then enter your Wi-Fi password. After the encoder is successfully connected to Wi-Fi, follow the prompts in the app to set the device name and passcode. If you are accidentally disconnected from the encoder, just select INITIAL SETUP in the main interface of Ultra Stream app, and then continue to set the device name and passcode.

Will the recorded file be damaged if the input signal is lost during recording?

Signal loss will not damage the recording file. However, during the period of losing input signal, the captured images will be all black.

Stream live video to Twitch/Facebook/YouTube with an Ultra Stream encoder

In the Ultra Stream app, tap SETTINGS > Streaming Server > Add Server, and then select a streaming server. In the Edit Streaming Server page, tap Log in to log in to your account on the third-party streaming server. If your login is successful, you will be brought back to the Edit Streaming Server page. You can tap Test to check the network connection. (Optional) To delete the account, tap Clear in the Edit Streaming Server page, or swipe left and then tap Delete on your account in the Streaming Server page. Go back to the main interface, tap REMOTE > LIVE to start a live streaming. (Optional) Tap the LIVE button again to stop streaming.

Stream live video to a RTMP server with an Ultra Stream encoder

In the Ultra Stream app, tap SETTINGS > Streaming Server > Add Server > RTMP. Obtain the streaming server address and stream key from your live streaming service providers. In the Edit Streaming Server page, enter URL and Stream Key. Turn on Authentication Needed if your live streaming service provider requires authentication. Otherwise, skip to Step 6. Under Authentication Needed, enter your User Name and Password of the third-party streaming server. If the RTMP sever is successfully added, you will be brought back to the Edit Streaming Server page. You can tap Test to check the network connection. (Optional) To delete the account, tap Clear in the Edit Streaming Server page, or swipe left and then tap Delete on your account in the Streaming Server page. Go back to the main interface, tap REMOTE > LIVE to start a live streaming. (Optional) Tap the LIVE button again to stop streaming.

Pro Convert device can't be recognized by NDI^® Monitor

1Are the computer and Pro Convert device on the same network segment? In the File Explorer, click the Network tab in the sidebar. In the Network window, expand Other Devices, and then look for your Pro Convert device. If your Pro Convert device is found, the computer is on the same network segment as the Pro Convert device. Otherwise, please reset the network of your computer or Pro Convert device. 2Does the version of NDI SDK meet the minimum requirement? To use the Pro Convert device properly, please use NDI SDK 3.5 or newer. 3Are the NDI software and Pro Convert device in the same group? If the NDI software and Pro Convert device are not in the same group, you can refer to the following solution: Access the Web UI, and sign in as administrator. For instructions on how to access the Pro Convert Web UI, see how to configure Pro Convert via Web UI. Enter the NDI tab page, and then set the Group name to "public".

Short FAQs about Ultra Stream HDMI/SDI

Will Ultra Stream encoder add support for 4G-LTE USB wireless modems for live streaming? This feature has been supported in the latest release. Can the Ultra Stream encoder be used as a USB capture device? No. The Ultra Stream encoder is a standalone offline encoding device. The USB interface on the device should only connect with external USB disk and other storage devices to store recorded video, and it cannot connect with the host computer to transmit signals. Does the microphone jack of Ultra Stream HDMI only support mono audio? Yes. It only supports mono audio input. Does the microphone jack of Ultra Stream HDMI support both microphone and headphone? No. It only supports microphones. Does the microphone jack of Ultra Stream HDMI support line in audio input? This microphone jack is designed for microphone input. Please do not use it for line in audio input. The power of line in audio is relatively high and can result in device damage. Can I use the recording and streaming functions of Ultra Stream HDMI/SDI at the same time? Yes. You can simultaneously operate the recording and streaming functions through the mobile app or the buttons on the device. How to simultaneously start recording to phone and to USB flash disk? You can start recording to phone by tapping the recording button in the "LOCAL" page of Ultra Stream app. You can start recording to USB flash disk by tapping the recording button in the "REMOTE" page of Ultra Stream app or pressing the recording button on the Ultra Stream device. Can I set one live stream server to use the main stream and the other to use the sub stream? No. When the Ultra Stream encoder streams live video to two servers at the same time, you must apply either main stream or sub stream on the two channels of video stream at the same time. Does the Ultra Stream encoder support Wi-Fi that requires web page authentication? No. The Ultra Stream encoder can't be started due to the use of wrong power connector. What should I do? If you are using products made before November 2018, the power chip of your Ultra Stream encoder may have been burned and needs to be returned to the factory for repair or replacement. The hardware design of products made in or after November 2018 have been refined. Even if the wrong power connectors are used, there will be no physical damage to these products. Ultra Stream encoder doesn't display RTMP server list properly on some Android devices Ultra Stream software currently supports only Chinese and English. Please set your phone's system language to English to solve the problem. Do Ultra Stream encoders support the output of H.265 4:2:2 video stream? No. Do Ultra Stream HDMI/SDI encoders support 8Mbps encoding bitrate? Yes. Note that when the encoding bitrate is 8Mbps, only one RTMP or RTSP stream can be streamed. Do Ultra Stream encoders have firmware degradation function? No. After configuring the Ultra Stream encoder via the App or Web UI, can I control the start/stop of recording or streaming without the App or Web UI？ Yes. You can control the start/stop of recording or streaming by pressing the buttons on the Ultra Stream encoder. The Ultra Stream encoder is always in the startup state Please use the power adapter provided by Magewell. Do not use the USB port on the computer. Can Ultra Stream encoders simultaneously stream to YouTube and Facebook? Yes. The color of the video streamed from Ultra Stream is different from the color of the original video Please update the firmware to the latest version. Do Ultra Stream encoders support RTMPS protocol? RTMPS protocol can be supported by updating the firmware to the latest version. What are main stream and sub stream? How to set them? The main stream and the sub stream refer to two sets of different encoding parameters, and the encoding parameters of the main stream are generally higher than that of the sub stream. For example, the main stream can be set to 1080p@60fps High Profile, 4Mbps, while the sub stream can be set to 720p@60fps Main Profile, 1Mbps. Parameters of the main stream and sub stream can be set through the Web UI or mobile App. In the Web UI or mobile App, you can tap on "SETTINGS > Encoding Parameters >" to set the parameters of the main stream and sub stream, and specify streams for live streaming and recording. How can I visit the settings page of Ultra Stream HDMI/SDI encoders on the computer? Please refer to this article: How to configure Ultra Stream via Web UI. How do I pair my phone with the Ultra Stream HDMI/SDI encoder if I don't have Wi-Fi service? When pairing over bluetooth, you can enable the AP mode by configuring on the Web UI or double-pressing the broadcast button on the Ultra Stream HDMI/SDI device if the phone has turned on Wi-Fi on but is not connected to any hotspot. In that case, phones can connect to this hotspot, code and pair with Ultra Stream. For details about how to enable the AP mode, see How to turn on the Wireless AP mode of Ultra Stream.