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Yesterday I was capturing SD video from two different cameras through a Magewell dongle. Today I get an error message that says the dongle is not supported. I changed all the cables and the USB3.0 ports.
Same error message over and over. Any ideas?
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The first thing I'd do would be to check the dongle in Magewell's USB Capture Utility (a.k.a. Dongle Helper) to make sure it's working OK outside of vMix.
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 1 user thanked zenvideo for this useful post.
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zenvideo wrote:The first thing I'd do would be to check the dongle in Magewell's USB Capture Utility (a.k.a. Dongle Helper) to make sure it's working OK outside of vMix. I hate this but I think the dongle is toast. It gets hot! I did download the capture utility and it did not install automatically and there were no instructions. Several different folders but no instructions at all. Magewell does not offer customer service over the phone so I sent them a detailed explanation of the problem but I am not holding my breath. Is there anything else like the Magewell available? Thanks everyone.
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Braindead wrote:zenvideo wrote:The first thing I'd do would be to check the dongle in Magewell's USB Capture Utility (a.k.a. Dongle Helper) to make sure it's working OK outside of vMix. I hate this but I think the dongle is toast. It gets hot! I did download the capture utility and it did not install automatically and there were no instructions. Several different folders but no instructions at all. Magewell does not offer customer service over the phone so I sent them a detailed explanation of the problem but I am not holding my breath. Is there anything else like the Magewell available? Thanks everyone. Try contacting this company. They are the Amercian Agent for Magewell and handle RMAs http://mobilevideodevices.com/
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The Magewell HDMI tool is on this page http://www.magewell.com/usb-capture-hdmi/toolIt doesn't install. You just run the executable file USBCaptureUtility.exe. It will tell you if you need to upgrade the firmware. Then click Signal and it will display setting and the video capture.  There is a quick start PDF in the folder that is unzipped, 20161201USBCaptureUtility.QSM.pdf SportsNetUSA.net attached the following image(s):  magewell.png (442kb) downloaded 3 time(s).You cannot view/download attachments. Try to login or register.
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There's also a video on YouTube showing how the utility works. And yes, you have to run the .exe file in the unzipped folder that you download. I'm sure you will get a response from support@magewell.net but bear in mind their location is Nanjing in China and they work normal (local) office hours.
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ask wrote:Braindead wrote:zenvideo wrote:The first thing I'd do would be to check the dongle in Magewell's USB Capture Utility (a.k.a. Dongle Helper) to make sure it's working OK outside of vMix. I hate this but I think the dongle is toast. It gets hot! I did download the capture utility and it did not install automatically and there were no instructions. Several different folders but no instructions at all. Magewell does not offer customer service over the phone so I sent them a detailed explanation of the problem but I am not holding my breath. Is there anything else like the Magewell available? Thanks everyone. Try contacting this company. They are the Amercian Agent for Magewell and handle RMAs http://mobilevideodevices.com/ Yeah, the folks at "mobilevideodevices" are really great.
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Rank: Advanced Member
Groups: Registered
Joined: 5/9/2016(UTC)
Posts: 37
Location: Atlanta, GA
Thanks: 2 times
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ask wrote:Braindead wrote:zenvideo wrote:The first thing I'd do would be to check the dongle in Magewell's USB Capture Utility (a.k.a. Dongle Helper) to make sure it's working OK outside of vMix. I hate this but I think the dongle is toast. It gets hot! I did download the capture utility and it did not install automatically and there were no instructions. Several different folders but no instructions at all. Magewell does not offer customer service over the phone so I sent them a detailed explanation of the problem but I am not holding my breath. Is there anything else like the Magewell available? Thanks everyone. Try contacting this company. They are the Amercian Agent for Magewell and handle RMAs http://mobilevideodevices.com/ They are a GREAT outfit. Thanks
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Rank: Advanced Member
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It was the Magewell dongle. Alan Z helped me diagnose the problem. I did run all the utilities but I was still unsure of the problem. Alan nailed it down.
Thanks to all for your support.
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