Blackmagic Forum

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

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.

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

@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.

It's shure that the updates/downgrades is replacing the previous one ? correct reg files are used in windows ? etc... ?

When such this happens, you should always check for driver issue.
In my case, I had to uninstall the drivers and simply restart my computer and I could able make it work in 2 minutes.

https://hows.tech/2019/05/fix-usb-devic ... ws-10.html