Thu Sep 06, 2012 7:01 pm
So long as it's connected and the drivers are installed it should be reporting the model of the capture product at the top of the control panel. The laptop is powered? That is not running on battery?
It's possible you got a bum unit. If possible test it on another thunderbolt machine (I realize many people will not be able to do this).
Did you have any problems with a firmware update? In other words did it try to update a firmware and then it got interrupted? That might also cause this sort of issue (which is fixable but you'd need to send it back).
In this case its probably best to call your local support office and do some direct troubleshooting. If necessary they can set you up an RMA.
Joshua Helling
Director of World Wide Support
Blackmagic Design Inc.