UltraStudio HD Mini "No Desktop Video Device Detected"

Hi all,

I need some help getting this device working properly. I cannot get the Desktop Video app to connect to the UltraStudio HD Mini. Here is what I have tried:

1) Install provided Desktop Video app 10.9.7 (Would not even launch from system preference pane)
2) Downloaded and installed Desktop Video app 10.9.12 (app launches from system preference pane but doesn't detect any devices.
3) Connect UltraStudio HD Mini via thunderbolt 3 and device is detected in System Information but not in Desktop Video app
4) I get a prompt telling me device needs software update (I allow update and prompt says update successful and to unplug thunderbolt to power cycle the device. I do this and device restarts and prompts me for software update again. I went through this loop multiple times.
5) Went to security settings and allowed it to "phone home".
6) Uninstalled Desktop Video and reverted to 10.9.7 with same initial results
7) Reinstalled Desktop Video 10.9.12 several times. all ending in a device software update loop.

I don't know what else to try.

Hardware configuration:
iMac PRO 14 core, 128 GB ram, Pro Vega 64
UltraStudio HD Mini
TVLogic TSM-182W

[Tony Rivera]

Is the Thunderbolt 3 cable you're using the Apple branded one or a different brand? Also, did you check out the section for High Sierra Security settings mentioned here?

Thank you Tony for your reply.

I called Tech support and the device seems to be in a "firmware update loop" and will need to be returned to be re-flashed.

I'll be returning tomorrow.