Problems with desktop video 12 *SOLVED*

Do you have questions about Desktop Video, Converters, Routers and Monitoring?
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David Hutchinson

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  • Joined: Thu Jun 05, 2014 11:00 am
  • Location: East Yorkshire, UK

Problems with desktop video 12 *SOLVED*

PostSun Apr 04, 2021 9:02 pm

Just upgraded my Decklink Quad2 card the firmware 12 and the drivers can no longer see the card. No card appears in Desktop Vidro setup, however I can see all 8 ports in device manager. I've incrementally downgraded to V11.5 - from where I started- but still nothing in setup.

Anyone with any suggestions?
Last edited by David Hutchinson on Sun Apr 11, 2021 9:04 am, edited 1 time in total.

Nelson Villamil

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  • Location: Canada

Re: Problems with desktop video 12

PostTue Apr 06, 2021 7:53 pm

I made a small "Images Mix" for a reference of each step.


Verify that only one version of Desktop Video is installed, in this case version 12


Open the Task Manager and select the STARTUP tab


Right click on Desktop Video Updater, and click on the option: Open file location


Now in the file explorer, right click on DesktopVideoUpdater.exe and select: Run as Administrator


Open the Desktop Video Setup to confirm if the card is detected !!!


Open Media Express and check in the Device menu, if it shows the card

Steps-to-FIX.jpg (591.63 KiB) Viewed 206 times

ONLY if the last steps didn't work,
Option 2:
It is necessary to open the computer to access the card

- Desktop video Ver 12 installed
-Turn off the computer
-connect by cable the card using the DeckLink internal USB connector to a USB port on the computer.
- and wait for it to show the Firmware Update window

David Hutchinson

  • Posts: 405
  • Joined: Thu Jun 05, 2014 11:00 am
  • Location: East Yorkshire, UK

Re: Problems with desktop video 12

PostSun Apr 11, 2021 9:04 am

Nelson thank you so much for taking the time and effort to do the explanation. Unfortunately it didn't work with part1 but it definitely got me thinking on the right track.

I ended up going into Device Manager and uninstalling all the Quad2 devices. I rebooted and the card updated firmware - now all is good with the world especially as I have a big concert to film this week and I needed my captions!.

Once again thank you for taking the time to help out.


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  • Real Name: Nathan Tyler

Re: Problems with desktop video 12 *SOLVED*

PostTue Apr 13, 2021 8:03 am

I can confirm I've solved the same issue with my Quad HDMI Recorder, using the same actions as David in the post above.

In Device Manager, uninstalled all Decklink card devices and shutdown for a cold restart. All good now. Thanks all for sharing what you have learned!
Dell Precision 7810, Dual Xeon 2620, 72GB RAM, GeForce 1080ti 11GB, Win10 pro, Resolve Studio 17.1.

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