Desktop Video Setup Windows 10 Not Detecting Device

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Joseph.saade

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  • Joined: Sun Dec 28, 2014 12:25 pm

Desktop Video Setup Windows 10 Not Detecting Device

PostThu Feb 14, 2019 10:01 am

Hello friends,

We are trying to connect an UltraStudio HD Mini to an Alienware (17r4) using a USB type C (ThunderBolt 3 cable) but as the title says Desktop Video Setup is not recognizing that a device is connected (although it it is showing in Device manager, and it is allowed in the ThunderBolt software.
We have tried the following Desktop Video versions:
* 10.9.5
* 10.11.1
* 10.11.2
* 10.11.4
What am I missing?

Any help is much appreciated
Best Regards
Attachments
DesktopVideoSetup.jpg
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ThunderBoltDevices.jpg
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DeviceManager.jpg
DeviceManager.jpg (94.28 KiB) Viewed 539 times
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Tony Rivera

Blackmagic Design

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Re: Desktop Video Setup Windows 10 Not Detecting Device

PostThu Feb 14, 2019 7:13 pm

There have been no USB-C/Thunderbolt 3 to Thunderbolt 1/2 cable connections that have worked from the testing we're aware of. That said, there is the Apple branded adapter as well as another by StarTech that have had positive results.
Support: http://www.blackmagicdesign.com/support
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Joseph.saade

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Re: Desktop Video Setup Windows 10 Not Detecting Device

PostFri Feb 15, 2019 10:33 am

My laptop Alienware 17r4 has 1 thunderbolt 3 port if i'm not mistaken
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Xtreemtec

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Re: Desktop Video Setup Windows 10 Not Detecting Device

PostFri Feb 15, 2019 1:15 pm

@Tony, The BMD hardware can be seen in the hardware panel. So the hardware is there. The driver worked and is making contact.

@Joseph, Have you rebooted the system? Because after the installation of the software you have to reboot your machine. If it is then still not detected another guess..
Did you had any popup that the hardware needed a firmware upgrade?

If not that is your problem!! BMD Desktop Video wont show the hardware if it is running a different firmware version then the software is.
Normally after a reboot you will be prompted to upgrade the firmware. But last few weeks there are more people having the same issues.

You have to manually restart the Update services for the blackmagic card. There was a topic about this last few days, but i'm not able to find it for reference. Maybe Tony can jump in on this.. It has to do with restarting the Updater Service in windows. But lookign trough my services on my machine i can not spot which one it is. Might be "Desktop Video Helper Service" but i'm not sure at this point. :roll:
Daniel Wittenaar .:: Xtreemtec Media Productions ::. -= www.xtreemtec.nl =-
4K OBV Trailer, ATEM TVS HD, 1M/E 4K, 4M/E Broadcast Studio 4K, Hyperdeck Studio Mini, Ursa Broadcast 4K, 4K fiber converters with Sony Control
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Eric-Jan

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  • Real Name: Eric-Jan van den Bogaard

Re: Desktop Video Setup Windows 10 Not Detecting Device

PostSat Feb 16, 2019 11:20 am

It's shure that the updates/downgrades is replacing the previous one ? correct reg files are used in windows ? etc... ?
equipment/software used:
UltraStudio Mini Recorder, Intensity Shuttle (Thunderbolt), ADVC-100 (DV/iLink/Firewire), Davinci Resolve 15 free version, Media Express, MPEGStreamclip, Avidemux

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