Desktop video 10.3.7 not working with FCPX 10.1.4

Have a weird issue with Final Cut Pro X 10.1.4, I'm not getting an output to the monitor using Intensity Extreme box. I can monitor After Effects no problem, but FCP won't display anything even though in the settings of FCP it's showing the Blackmagic Intensity option.... any advice here?

[Tony Rivera]

Did either Desktop Video or FCX recently update on your computer?

I don't think FCP X did, but I manually updated to the latest version of Desktop video 10.3.7

I've manually removed the install and then reinstalled, but same problem exists. Do I need to trash a particular preferences file?

Does anyone from BMD actually provide support here, this is an urgent request.

[Tony Rivera]

While we do have some support folks log in from time to time to help, the forums are built around the premise of other users contributing their suggestions/solutions. A majority of the day for the support team is spent on answering emails/calls. If you are seeking help directly from the company, you can contact your regions support office. That information can be found on the company page of our website.

Submitted a ticket 2 days ago, yet to hear anything.

[Tony Rivera]

I'm not sure what the support team in your region is at on backlogged emails but I'm fairly certain that they did not have anyone in office a few days ago. You may want to reach out via phone and inform them you've also emailed to help expedite the process.

OK will try again.