Intensity Pro 4K - No Desktop Video Device Detected - Reboot

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Mark Weiss

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Intensity Pro 4K - No Desktop Video Device Detected - Reboot

PostWed Dec 19, 2018 4:20 am

I built a new PC this week with the following hardware:

Asus Z390-A motherboard
Intel i7-9700K CPU
32GB RAM
MSI GTX1060
2) Intensity Pro 4K cards

Running Windows 10 Pro, latest build with all updates.

To install the driver, it was necessary to use the troubleshooting boot up with option 7 (disable driver signing). I was able to install and get my cards both up and running, as far as Desktop Video Setup letting me configure them, and Black Magic Media Express displaying video from either one of the cards on the Record tab, by selecting either device from the menu.

The only problem I was having is that OBS Broadcaster was displaying a black screen and no audio from the Black Magic WDM Capture devices.

Thinking that I needed to reboot the system to get OBS working, I did a system restart. Unfortunately, after restarting, both cards have vanished. Desktop Video Setup cannot detect a video device at all, and Media Express is showing no devices.

I looked in Device Manager and both Intensity Pro 4K cards are showing normal status "This device is working properly."

I downloaded the Intensity Pro 4K software from your website this evening, so I assume that's the latest version.

I've been using Windows 7 64-bit up til this week and had few to no issues with that setup, but this new O/S is driving me nuts. Things that worked, stop working after a reboot. I would go back to Windows 7 in a heartbeat if my motherboard supported it, but alas, no drivers and Win 7 install disc can't even detect a bootable drive. So I must slog it out with Windows 10 and try to get stuff to STAY working between bootups. I'm hoping someone has experience with these cards on Win 10 and with getting live video through OBS as well. All software is up to date. I have no idea if the Intensity cards have a need for firmware update to work in Windows 10. Perhaps?
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Mark Weiss

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Re: Intensity Pro 4K - No Desktop Video Device Detected - Re

PostFri Dec 21, 2018 3:41 am

Maybe I'll put in an official tech support request, as no one here seems to be familiar with the problem.

Summary:

I installed two Intensity Pro 4K capture cards in a new Windows 10 Pro machine, just built.
Turned off driver signing, installed the drivers.
Both cards worked.
Rebooted.
Both cards no longer detected.
Both cards drivers still present in Device Manager and "this device is working properly".
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Xtreemtec

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Re: Intensity Pro 4K - No Desktop Video Device Detected - Re

PostFri Dec 21, 2018 12:07 pm

Yes just shoot a ticket into support.. These things are not found regulary by users..
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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Mark Weiss

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Re: Intensity Pro 4K - No Desktop Video Device Detected - Re

PostFri Dec 21, 2018 3:44 pm

I gather there's no BMD techs monitoring this forum?


E-mail sent. Crossing fingers for a solution soon.
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Mark Weiss

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Re: Intensity Pro 4K - No Desktop Video Device Detected - Re

PostFri Dec 28, 2018 12:58 am

Just got a response from Asus on this matter:

Thank you for contacting ASUS product support. My name is John S.

I sincerely apologize for the inconvenience and for the long wait for an update. I assure you that we are working diligently in resolving this case for you as our goal is to provide you with the best possible experience with our products.

There is no issue with Z390-A, due to the fact that the the Black Magic Design Intensity Pro 4K is working properly on the DM.
I can narrow down that it is a "software" issue, please make sure the Black Magic Design Intensity Pro 4K driver is up to date.
Make sure the Black magic setup is set to the Black Magic Design Intensity Pro 4K cards.

For OBS:
My advice is to put the card's feed in a dedicated scene, then manually add the scene as a source in other scene windows. That way, it treats the card like a global source.
Sources in OBS Studio are global by default. I would think that using "Add Existing" while adding the Blackmagic device multiple times would be the correct solution. That way, the sources are effectively all the same source, so there is no conflict.

For further assistance with OBS software, please contact OBS technical support for settings for Black Magic Design Intensity Pro 4K.

In the event that you have additional concerns, please let me know and I will be happy to take care of them as well. Thank you for choosing ASUS Your case number is:N1812116621.


So is there a later driver that supports 64-bit Windows 10?
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Mark Weiss

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Re: Intensity Pro 4K - No Desktop Video Device Detected - Re

PostSat Dec 29, 2018 3:54 am

Below is a screen snip showing Device Manager, device working properly status but no video device detected by software:

No Video Device.png
No Video Devices, but installed working properly
No Video Device.png (88.36 KiB) Viewed 1056 times
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MatteusClement

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Re: Intensity Pro 4K - No Desktop Video Device Detected - Re

PostFri Jan 04, 2019 7:11 pm

I don't have an answer for you but am following because I am looking at a similiar set up.

Are you aiming to capture two streams at the same time?
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Mark Weiss

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Re: Intensity Pro 4K - No Desktop Video Device Detected - Re

PostFri Jan 04, 2019 7:39 pm

I'm aiming to stream two cameras at the same time, mixing the results in OBS.

It's been two weeks since I put in a tech support request and nothing's come back yet.

Asus confirmed that it's not a motherboard issue because the device is shown in Device Manager as 'working properly'. So they're saying it's a software issue.

I'm thinking maybe it's just not compatible with Windows 10 Pro.
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Mark Weiss

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Re: Intensity Pro 4K - No Desktop Video Device Detected - Re

PostThu Jan 10, 2019 7:47 pm

Well I'm not getting satisfactory answers from either Asus or BMD.

I'm thinking of going with an Elegato card or the Yuan 4 input capture card instead, just to get my streaming back online. Been offline for over 3 weeks now and no resolution.
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David Settlemoir

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Re: Intensity Pro 4K - No Desktop Video Device Detected - Re

PostSun Jan 13, 2019 4:00 pm

Have you pulled just one card to see if the other will work solo?
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Mark Weiss

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Re: Intensity Pro 4K - No Desktop Video Device Detected - Re

PostMon Jan 14, 2019 2:43 am

Yes, I removed one card, rebooted and still no software sees the remaining card.

I removed both cards after giving up. But now my Wacom Intuos tablet shuts off when Windows loads and I have no pointing device. Very hard to get around with just a keyboard!

Also cut my finger on a sharp edge on the Intensity Pro's heatsink. Bleeding like a stuck pig.
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Mark Weiss

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Re: Intensity Pro 4K - No Desktop Video Device Detected - Re

PostWed Jan 16, 2019 4:02 pm

I got an RMA for the two capture cards. They are going back to BMD for reflashing the ROMs / repair / replacement. So off they went this morning.
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Mark Weiss

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Re: Intensity Pro 4K - No Desktop Video Device Detected - Re

PostFri Feb 08, 2019 2:30 am

I finally solved my problem.. after BMD found nothing wrong with my two cards, I decided to try a different card.

First, I tried the Yuan quad HDMI capture. That didn't install drivers. Back to Amazon it went.

Finally, the most $$$ painful decision turns out to be the right one... I ended up getting a Magewell Pro HDMI 4X card. It took all of ten minutes to install it and install the drivers and start streaming from FOUR cameras.

With NVENC I'm using about 8-10% of system resources to stream and about 1/3 of my upstream cable bandwidth. So problem solved. Now I have two Intensity Pro 4K cards to figure out what to do with.. they only seem to work in older PCs.

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