Intensity Shuttle 3.0 Not Installing

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NoSuperman

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Intensity Shuttle 3.0 Not Installing

PostWed Oct 10, 2018 3:15 pm

Hello, just today I got my Intensity Shuttle USB and have been trying to set it up. However, even after installing the most recent drivers from the Blackmagic site, I cannot seem to get it to work. After plugging in the device, the Driver Installation balloon appears saying that the drivers are being installed, but after a few moments it says that the drivers could not be installed.

I am running Windows 7 64bit on a Gigabyte motherboard with a USB3.0 PCIe chip installed. I cannot seem to find any threads that explain how to address this issue and the user manual simply states to plug in the device via USB and nothing else beyond that.

Any help would be appreciated, thanks.
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Tony Rivera

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Re: Intensity Shuttle 3.0 Not Installing

PostWed Oct 10, 2018 11:16 pm

You will want to try a USB3.0 port direct to the motherboard rather than a PCIe card to test the device is detected by the system properly as we do not test with setups of this nature.
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NoSuperman

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Re: Intensity Shuttle 3.0 Not Installing

PostThu Oct 11, 2018 10:54 am

I tried that and made some progress, Windows now recognises that it's a Blackmagic capture card rather than an "unknown device", but still says the drivers couldn't be installed properly.
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Tony Rivera

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Re: Intensity Shuttle 3.0 Not Installing

PostThu Oct 11, 2018 5:21 pm

You'll also want to be sure that the OS is updated to the last known release and any/all graphics card updates and attempt the install again.
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NoSuperman

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Re: Intensity Shuttle 3.0 Not Installing

PostThu Oct 11, 2018 10:02 pm

Both Windows 7 and my AMD Radeon drivers are both fully updated, still no luck.
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Tony Rivera

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Re: Intensity Shuttle 3.0 Not Installing

PostThu Oct 11, 2018 11:05 pm

Can you test the device on a different computer to see if you get the same results?
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NoSuperman

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Re: Intensity Shuttle 3.0 Not Installing

PostFri Oct 12, 2018 7:12 am

Unfortunately I can't do that, I only have the one computer with functional USB3.0 sockets.

Edit: Tried some other non-3.0 USB sockets on my PC and it said that the drivers couldn't be found, rather than could not be installed.
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Tony Rivera

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Re: Intensity Shuttle 3.0 Not Installing

PostFri Oct 12, 2018 6:16 pm

The other alternatives are to try a different USB 3.0 cable and if that does not work, you can reach out to the support office in your region and see what next steps are available to you for this device. You can find contact info in the links of my signature.
Support: http://www.blackmagicdesign.com/support
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