FAQ

  1. To solve the problem, enter the BIOS setup utility, click the Advanced tab, and then clear the Enable MS UEFI CA key check box.

  2. Please install the capture device first, and then install the driver.

    You can also install the driver first, and then install the capture device. But you need to restart the system to find the device.

  3. Low-quality cables will degrade the using experience of Magewell capture device. Please use newer high-quality cables.

    USB Capture and USB Capture Plus devices must be used with the USB 3.0 cable (whose line sequential is different from normal ones) provided by Magewell.

    We recommand that you use cables of the following brands:

    • HDMI signal: JCE
    • SDI signal: Belden 1694A
  4. Use the following questions to troubleshoot the "HDMI capture device keeps warning 'Unsupported signal'" issue:

    • Is the signal source encrypted by HDCP?
    • According to the law, Magewell capture devices do not capture HDCP signal.

    • Does the resolution of the signal source exceed the processing range of the capture device?
    • Please refer to the technical specification of the capture device on the Magewell official website. The highest supportable resolution can be found in the Input Features section.

    • Connect the signal source directly to the monitor to see if the video can be displayed normally?
    • If the video can be displayed normally, then the signal may be damaged during transmission. We recommend that you use the Mini Repeater HDMI 4K. The repeater can extend HDMI signals as well as repair damaged HDMI signals.

      If the signal is seriously damaged, the repeater might not solve the problem.

    • Problem still exists?
    • Please contact us and mail the product to Magewell for maintenance according to our instructions.

  5. This reason might be that the USB 3.1 interface on the motherboard is made by Asmedia, which the universal driver of Windows doesn’t support. To solve this problem, users should upgrade the firmware of USB 3.1 to the latest and update the driver for ASMedia USB 3.1 to above Version 116351 or higher.
  6. Users can control the volume using the system volume control or USB Capture Utility V3. Please find more information in the USB Capture Plus and Utility V3 User Manual in the downloading page.
  7. The period of limited warranty for capture cards/capture boxes/USB Capture Family capture dongles is one year;

    The period of limited warranty for the USB Capture Plus Family and Flex I/O Family is three years;

    The period of limited warranty for the accessory switching cable, adapter is one year;

    The accessory, Low-Profile brackets are not included in the free limited warranty.

    Please check http://www.magewell.com/support/quality-assurance for details.

  8. The card has compatibility issues with X99 chipset. Update the driver to Version 1978 or above to solve the problem.
  9. The card has compatibility issues with X99 chipset. Please check http://www.magewell.com/3927.html
  10. Yes, multi-channel cards, such as Pro Capture Dual HDMI/SDI/DVI capture 2 channels simultaneously.
  11. Pro Capture and Flex I/O:

    • Windows 7/8/8.1/10/2008/2008 R2/2012 (x86 & x64)
    • Linux (V4L2 kernel driver source code under NDA, supports x86, x64 & arm architecture)
    • OS X 10.9–10.11
    • macOS 10.12

    USB Capture and USB Capture Plus:

    • Windows 7/8/8.1/10/2008/2008 R2/2012 (x86 & x64)
    • Linux (Ubuntu 12.04–16.10, CentOS 7)
    • OS X 10.9–10.11
    • macOS 10.12
    • Chrome OS

    Eco Capture:

    • Windows 7/8/8.1/10/2008/2008 R2/2012 (x86 & x64)
    • Linux (based on V4L2,support x86,x64 & ARM architecture)
  12. This series use PCIe 2.x interface. They can also be mounted on PCIe 1.x slot, but the transmission rate will be limited to the same as PCIe 1.x.
  13. Yes. Multiple Magewell capture cards can work together on one computer.
  14. Images are captured by hardware while the compression is done by software when saving the data. Magewell cards are not hardware compression cards.

    What is software compression? Capture of image and video data is done by hardware, but the compression is done by software when saving the data (without compression, the data volume will be very large, so usually it needs compression). The process of compression will use some CPU and memory.

    What is hardware compression? Capture of image and video data and the compression are done by the capture card, and will not occupy much CPU.

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