Support

Product FAQs

Troubleshooting

Everything is hooked up but nothing is working. What should I do?

When you troubleshoot issues with a video capture device, there are some quick tests that you can complete to rule out potential problems. You can test to make sure that the following components are working correctly and are not the source of the issue:

  • Video cables

  • Video source

  • Video capture device

To test your setup components, try the following:

  • Use the video cables, source, and capture device in another setup to see if the problem is with the components or the setup.

  • Use a different video cable, source, and capture device in your setup to see if the problem persists. Ideally, you should test a component that you know works in another setup.

When you test your cables, it is recommended that you do the following:

  • Test each cable individually.

  • Use short cables when you are testing.

When you test the video cables and source with the video capture device, make sure that the following is true:

  • Other video destinations work with the same video source. For more information, visit http://www.startech.com/faq/video_capture_cards_source_compatibility.

  • Adapters and extenders are kept to a minimum.

  • The video source is not copyright protected (for example, HDCP).

  • The video standard (for example, NTSC, PAL, HDMI, and so on) of the video source matches the Technical Specifications of the video capture device.

To check if the video capture device is detected in Windows®, complete the following:

  1. Press the Windows key + R, type devmgmt.msc, and press Enter to open Device Manager. Check to see if your device is listed under Sound, video and game controllers.

  2. Do one of the following:

When you test the video capture device on your computer, make sure that the driver and capture software is installed on your system for your adapter. Some cards may be able to support third party software, however, support is limited. For more information, visit https://www.startech.com/faq/video-capture-cards-third-party-software.

Note: The USB3HDCAP requires a compatible USB 3.0 card.