USB "not connected" on Television Studio upgrade

When I upgraded to 6.6.1 and launched the ATEm Software Control app It asked to update the firmware on the switch but was unable to do so, because the software could not connect to the switch not withstanding that the USB cable was plugged in. When I then launched the ATEM setup utility app that software reported the same condition that I was not connected to the switch and to check the USB connection. This is the same problem I had on both the windows platform and the mac platform. With Windows I am using 7 professional and the make is using OS X version 10.11.1. Please offer suggestions.

[Tony Rivera]

Try using a different USB cable and see if that gives you better results.

I've got a very similar problem. For several years, I've had an ATEM connected via USB and IP. We use MXPTiny to record over USB. This weekend, MXPTiny stopped recognizing the ATEM. Ditto with the official MediaExpress program. Upgraded to 6.6.1 to see if that would help and it complained that it was unable to upgrade over USB. Tried multiple USB ports and multiple cables. None worked.

Switched to a different PC and it was able to upgrade over USB and MXPTiny detected the ATEM.

On the problematic PC, Windows recognizes the ATEM is plugged in and says the driver is installed successfully. If I unplug the USB cable, Windows recognizes its disconnected and visa-versa. I've not updated any Windows software, no anti-virus updates and no firewall updates either.

Any suggestions on how I can debug why MXPTiny and MediaExpress can't see device even though Windows can?

[Tony Rivera]

Can you provide some more computer system info so there's a better understanding of your setup and if this can be replicated?

Specs on the system:

i7 (3770) -- Dell XPS 8500
16GB RAM
Windows 7 Pro (64-bit)
ATEM 6.6.1 (upgraded this weekend). Was runnging 6.1 when the USB stopped being detected.

I've tried multiple USB ports on the back and front & also multiple cables

Also, I uninstalled & had Windows reinstall the ATEM drivers. Didn't help.

[Tony Rivera]

Can you try connecting to a different computer all together and see if you still have trouble with this firmware version on the switcher?

[Tony Rivera]

You may also want to try one of the previous versions of the ATEM software (6.4, 6.5) and see if this is limited to the 6.6.1.

Hi Tony,

Can you try connecting to a different computer all together and see if you still have trouble with this firmware version on the switcher?

Please see my comment above. I already tried a different PC. That was able to detect and upgrade the ATEM.

You may also want to try one of the previous versions of the ATEM software (6.4, 6.5) and see if this is limited to the 6.6.1.

I was on 6.1 for a number of months without incident. Last weekend, 6.1 stopped working. That's why I tried the 6.6.1 upgrade in hopes it had fixed the issue. So I know 6.1 worked but suddenly stopped working.

Another data point. We got a 20x20 videohub last night. I hooked it up to the computer that can no longer recognize the ATEM. It was able to detect and configure the videohub over USB without a problem.

Tony,

Is there anything I can do to debug this issue? Or something else that we can try? Need to get this problem solved before the weekend.

[Tony Rivera]

Sorry for the delay in response. My only other thought is that there was some sort of modification to the system that was working with 6.1 that you weren't aware of. If you can, try to roll back to before that change and see if this corrects the issue. I know that Dell systems like to push changes so it could be something in that sense.

Hi guys-

I have the same problem with ATEM upgrades. My ATEM studio is stuck on 6.4 and my Toshiba laptop still runs the switcher but with some complaints from the software. I tried to upgrade to 6.6.1 but windows complained the drivers weren't signed and I manually selected to upgrade them anyway. I thought it was a Win 7 problem since the software specs call for Win 8 and 10 so I upgraded my Win 7 Pro to Win 10. Same story. When I plugged in the ATEM, windows refused to load the driver since it wasn't signed. I turned of that feature in windows and the driver loaded (1.8.0). But although the ATEM showed up in devices, the ATEM utility would not connect via USB. Eventually though a message would appear that I needed to upgrade the firmware in the ATEM even though the utility still said not connected. I said yes to the firmware upgrade but that failed asking me to reboot the ATEM, which I did and it failed again with the same message. The ATEM control software just said it wasn't connected but also said the firmware needed to be updated, run the utility and the firmware upgrade failed. I deleted all of the blackmagic software on the Toshiba and reloaded the ATEM software since I think I had that problem before but again, same issues. I downgraded to 6.5 thinking it wasn't happy I skipped one upgrade and had the same issues. I downgraded to 6.4 (each time a clean install with reboots) and same issue but I could control the switcher again even though it said it wasn't connected.

I loaded 6.6.1 on a different toshiba laptop and couldn't even get to the 'firmware upgrade' stage. But that Toshiba also had some blackmagic software on it. I'm wondering if 6.6.1 will only work with a computer with no other blackmagic software on it but I don't have one with win 8 or 10. Has anyone had success in fixing this issue?

Sorry for the delay in response. My only other thought is that there was some sort of modification to the system that was working with 6.1 that you weren't aware of. If you can, try to roll back to before that change and see if this corrects the issue. I know that Dell systems like to push changes so it could be something in that sense.

I'm very sure no system modification was made. I don't have any Dell bloatware on the machine (clean install) and no Windows update happened. Unfortunately, I don't have a restore point I could fall back to in the recent past as no software was updated or changed. Is there anything we can do to figure out why Windows says the driver is installed cleanly but the BlackMagic software doesn't see the device? This seems like a common symptom. And in my case, it was a working environment when this happened w/no visible software changes (either Windows or BlackMagic).

[Tony Rivera]

At this point, we'd like you to send us your system specs via email to support-usa@blackmagicdesign.com so we can pass this along to the engineering team. We've tried replicating this here in the offices but they may have some additional info based on what you email into us that is causing the issue.

At this point, we'd like you to send us your system specs via email to support

Thanks Tony, I will email support as requested.

Unfortunately, support was unable to help with this problem. Last resort is to try to clean out the registry. Uninstall doesn't seem to clean out BlackMagic values from the registry. Any ideas what keys are added so I can remove them?

[Tony Rivera]

You can try what's suggested on this thread.

viewtopic.php?t=38966

Hi Tony,

I uninstalled, wiped my registry as outlined in the thread. Unfortunately, the ATEM still isn't detected over USB (even though Windows says the driver is installed properly).

I think I may have resolved the problem. I disabled antivirus (AVG) and the device is now detected. Entirely possible that the antivirus updated in the background and now considers BlackMagic software malware or a virus (it did flag the BlackMagic Steaming Server and I granted an exception for that but that doesn't appear to be sufficient).

I'll uninstall AVG and try to get an alternate antiviral program installed and see if the ATEM works and will update the thread with the results.

I'll uninstall AVG and try to get an alternate antiviral program installed and see if the ATEM works and will update the thread with the results.

Tried a different antivirus solution and the ATEM continued to be recognized. AVG definitely creates compatibility issues with the ATEM. My guess it must have been a virus update that created the issue. For those experiencing this problem, if you disable your antivirus solution, is the device detected?

One thing you can try is using a USB 2.0 Cable and a dedicated USB 2.0 Plug on your Computer.
USB 3.0 should be backwards compatible, but it seems to be an issue with some devices.