Intensity Pro 4k - Undetected

I've seen a LOT of issues here on the forums, but none pertain to my issue exactly.

I waited patiently for my IP4k to come in and attempted to install it on my streaming computer (into a PCI-e 16x slot) and it just wouldn't recognize. Tried different slots and reinstalling drivers (Desktop Video download from the BMP site) and nothing.

I wondered if it was maybe my motherboard and switched it over to my primary PC to troubleshoot and I get the same thing... nothing.

At this point I'm about to try and return it, but I figured I should post here first to see if I'm doing SOMETHING wrong.

The fan turns on fine, but HDMI pass through shows a black screen and nothing is displayed in the device manager at all.

Tested with new drivers, still nothing.

I some what have your issue. When i first installed my Pro 4K no new devices were detected. So i uninstalled Media Express and anything else i had to do with Blackmagic Design software. When i restarted my PC it then showed that i needed to install drivers on a new device! i knew then that it was working fine ( Also installed in a PCI-e 16x slot as its running on a Mini ATX board (streaming PC))

Now here is my issue. When i leave my PC off lets say over night. The next day when i go to start the PC and check the device on Blackmagic Desktop Video Utility it shows that i have no devices! Why!??!? This is where i get confused. The device shows up fine when i uninstall the software and drivers and have to reinstall them but as soon as i restart my PC from a long off time it doesn't show up.

Wow, so ironically when i start my PC just to make sure i'm not kidding or maybe just my luck its working. Its still didn't show up! but when i restarted my PC it did. Still a bug in my mind but weird that i have to start my PC and restart it for my card to show up IF this works! if it doesn't work on a restart no clue what to do then!

Are you working on a Windows 7 or 8 system?

What motherboard are you using and what do you have in each slot on the motherboard?

New Build PC. Not detecting Intensity Pro 4 K. Installing Media Express does not help. The PC does not see the card in the PCI Express x16 slot at all. I tried other video cards to ensure slot was working with no problems. I also tried the other PCI express slots. No luck. Card still unrecognized. The cards fan does come on when plugged in for whatever that is worth.

Any thoughts?

Mother board is a B85-G41 PCMATE
CPU (Max Support) i7
FSB / Hyper Transport Bus 100MHz
Chipset Intel® B85 Express
DDR3 Memory DDR3 1066/1333/1600 MHz
Memory Channel Dual
DIMM Slots 4
Max Memory (GB) 32
PCI-Ex16 2
PCI-E Gen Gen3(16), Gen2(4)
PCI-Ex1 2

Do you have any other cards in the system?

You may need to go into the BIOS and force the 4x slot to run at 4x and also try forcing the 16x slot to run at PCI-e 2

I will give it a shot

No luck with changing the PCIe to Gen 2

As I asked, do you have any other cards in the system?
Also what BIOS version are you running, and do you have all the motherboard drivers installed?

No other cards at this time. I reinstalled all the motherboard bios just in case. I have tried the various pcie slots using a different video card and they work just fine. Please see attachment

Snapshot of motherboard specs

MSI_SnapShot.jpg (484 KiB) Viewed 14008 times

for all information regarding the motherboard

When the card is plugged in, use the "board explorer" option in the bottom right of you pic, does the motherboard detect anything? (it should highlight a PCIe slot)

IMG_0390.JPG (175.41 KiB) Viewed 13995 times

[attachment=1

It doesn't.

So it isn't been detected at the BIOS level.
You could try a CMOS reset, any settings in the BIOS you have will be set back to default.
But if it isn't being detected in there then it is either a faulty card / motherboard.
Do you have / could you borrow another board you could test the card with?

I put the card in my other system. The BIOS sees a card. I installed the desktop video (10.4 I assume this has the drivers I need) but Media Express still says that no device detected. And in device manager it shows up as other device (see attachment) but under properties it says no driver installed.

Have you checked that system without the card installed? I'm pretty sure the IP4K normally shows up as 'Unknown Multimedia device' when there are no drivers installed

Adam:

I went out a bought a new motherboard, one that was on the approved list, and it the card is still undetected. It doesn't even show up in the device manager.

Which board did you buy and which socket did you put the card in?
BM haven't updated the approved list for some time so I doubt any of the boards on the list are approved for the IP4K

Gigabyte Z97X-UD7TH

I tried it in bothe of the PCIE slots 16 X and 8X

With Gigabyte boards the best slot to put them in is the bottom 4x slot with nothing else in the 1x slots

I installed my Intensity Pro 4K last night and experienced a similar issue. Plugged it into the secondary PCI Express x16 on my Intel DZ77BH-55K (running Windows 8.1). The card was clearly powered (the fan is a bit loud). I installed the original Desktop Video software from the SD card (version 10.3) and followed up with the update to 10.4. Still no luck. None of the Blackmagic software could detect the card but, strangely, VLC recognized that a "DeckLink Video Capture" device was plugged in.

Got back on my computer this morning and was greeted by a Windows update. After updating and restarting, I was greeted by another update prompt - this time for software related to the Intensity Pro 4K. I allowed those updates to run, restarted again, and everything magically worked.

Sort of.

After messing with the card for a while (during which I restarted the computer a couple times), the Blackmagic software stopped recognizing it once again. This time I uninstalled the software and re-installed it with version 10.4. The software immediately recognized the card and it has been fine for the rest of the day thus far.

Ugh. Why does this have to be so difficult?

Adam:

I tried both of the slots with nothing plugged in. No luck.

There's only 1 4x slot on the board so not sure how you can try both of them.

In the BIOS make sure the chipset PCI-e slot is set to 4x and put the IP4K in the bottom slot on the motherboard. If it's still not seen then the card is faulty

Did that. No luck. I assume the card is faulty as I have now tried three separate systems. Thanks for your help.

My card also tested in two systems following the instructions listed. Nothing in BIOS before or after CMOS reset. I'm assuming it's faulty but I'm holding out for it being a driver issue.

At this point I would return it for a replacement, presuming you are still within the period which you can. Even a uninstalled/driverless card should show up in the BIOS as taking up a slot. Intensity Pro firmware updates are bundled with the drivers, so in theory a fix could come out if the card isn't faulty, but even then you will need a PC that recognises the card before you can update it.

I sometimes get this on my Z97 motherboards. Not an ideal way, but have found a way round the problem.

If you have a motherboard with built in graphics then remove any 3rd party GPU's and any other cards apart from the IP4K. Boot into Windows. Sometimes the card isn't seen first time round so try rebooting if it's not seen.
If it is seen them make sure you have the 10.4 drivers installed. Usually the first time round it's seen but doesn't attempt to update the firmware, so if it is seen and installs the drivers try rebooting, hopefully the next time round it will then update the firmware.

If it does update the firmware then you should be able to add back in all the other cards in your system, although I am finding that the 10.3.7 driver work better than the 10.4 so on mine once I get the card up and running I then uninstall the 10.4's and re-install the 10.3.7 drivers.

As I said not ideal and they really need to fix it, but it may get you up and running

I Have Installed 5 Identical Machines with Gigabyte Mother boards and each machine as both Decklink 4k and Intensity pro 4k>
Only 1 of the five machines detected the Intensity card (all of them did detect the decklink).
After physically switching the cards between the one that worked and on who didn't i got to a point where i have 2 machines that are running.


Today I will try to update to the 10.4.1 driver to see if any luck, if not i will try what Adam (Thank you Adam) said worked for him. Although, it will be a real pain in the butt doing this for 3 machines (2 already work) specially when they are neatly installed in a rack.
and will keep all of you sharing my misery updated .

It would be nice though to Get an official response from BMD (We know you can hear us ) of what's going on, are you looking for a solution?

I've found with the 10.4.1 drives that my IP4K cards are always seen on the chipset bus lane slot and for the most part work as they should, and are always seen on the shared CPU lane slot, but don't always work as they should (not always auto detecting devices properly)

What model motherboard are you using and what slots do you have everything in?

Thanks.
it doesn't seem to work for me, tried on 3 slots and with 3 different versions (10.3.7, 10.4, 10.4.1).
Just for general knowledge the motherboard model on all my machines is GA-Z97X-UD5H-BK.
I will now go to plan number 2, which is installing the card that was detected on all other machines and hope it will make some change to something somewhere..

I only use the Z97X-UD3H. The problem with the board you have is that all 3 16x slots share and go through the CPU which is where I've had issues with the IP4K. With the UD3H model the bottom 16x slot goes through the chipset so the IP4K is split off from the rest

What finally worked for me is these steps:
1. installing intel chipset updates that i got from Gigabyte's (motherboards) site.
2. installing windows updates.
3. install the Desktop video 10.4.1
4. remove all card except the IP4K (including gfx card).
5. move the IP4K to another slot.
6. Power up and it was detected and updated to new firmware.
7. replace all cards to their original location.
8. everything works!!


9. discovering that the WDM drivers don't work correctly on 10.4.1 which brings me back to square one.