Cards not present

[cvc@gozotv.com]

Can anyone help please?
i was working normally the other day... today i booted the system, started premier and opened my last project. Got the error that only desktop mode!!! Tried creating a new sequence but the matrox settings are not present.

in the axio util tool bar, only the compressHD card is present
tried re installing the axio utils 5 but still the problem persits....

need urgent HELP

g

[Matrox_Support_Sam]

Hi,

Can you confirm what exact version of Axio and Adobe CS5 you are running?

Are all Matrox devices listed in Device Manager? No unknown devices?

Can try deleting/clearing the Adobe preferences by just holding down the Control+Alt+Shift keys immediately after you launch Premiere from the Start menu program? If that does not work, please try holding down the Shift key only while launching Premiere.

When installing the Axio drivers, can you make sure to perform the following?:
- uninstall the current Axio drivers
- update all Adobe CS5 apps (Premiere should be update to 5.0.3)
- download and right-click the Mtx.utils exe file and select Properties. Under the General tab, click unblock (at the bottom) if it is seen.
- Make sure the UAC option is turned off (set to Never Notify in Windows 7 settings) before running the Axio setup * may need to reboot
To disable UAC option or set it to Never Notify in Windows 7, please follow this link: http://support.microsoft.com/kb/975787
- Run Mtx.utils setup and then make sure a full reboot and power cycle is performed
- re-enable UAC option if needed

Let us know if this helps.
_________________
Regards,
Sam
Matrox Video Technical Support

[cvc@gozotv.com]

Many thanks for you help

but it isnt working
we are working on premier 5.0.3 and axio utils 5 (the latest ones you have on your site)
we did this procedure but on the m tool bar only the compress HD card is showing.....what can we do???

[Matrox_Support_Sam]

Hi,

It seems your Axio card is not being recognized by the operating system.
What are your system specs? OS, motherboard, graphic etc..?
What is your slot configuration for all cards installed on your system?

Have you verified the Device Manager for any unknown devices? How many devices are listed for Matrox video and audio devices?

Can you make sure the Axio card is seated properly into the PCIe slot?
You can also try changing Axio LE card into a different PCIe slot.
Also, make sure there are not defective pins or cables for the Axio card and breakout box.

Please let us know your results.
_________________
Regards,
Sam
Matrox Video Technical Support

[cvc@gozotv.com]

In the device manager there is no unknown devices...

listed devices
matrox SVC codec
Matrox Bus
Matrox Memory Manager
Matrox Multi Function Device
matrox MXO2 io
Matrox System Clock
Matrox Transfer Device
Matrox X.scaler

this system has always been working for the past 2 and a half years. 2 months ago we updated to windows 7 with utils 5 and compress hd and it worked fine. Its rack mounted and nobody ever opens the server

We tried today witha fresh operating system but still the same problem....we are really in a big fix!!

[Matrox_Support_Sam]

Hi g,

If you reinstalled a fresh operating system, you should remove the Axio hardware and software beforehand. Otherwise, you may get conflict with Microsoft and Axio drivers.

Ideally, you should perform the following when reinstalling OS and Axio:
- Remove the Axio hardware and software
- Run your fresh OS installation and any updates required for Windows 7 SP1
- Run the latest system motherboard BIOS, chipset, audio and graphic card drivers.
- Disable UAC option in Windows settings (http://support.microsoft.com/kb/922708)
- Install Adobe CS5 apps + updates (Adobe should update to 5.0.3 Premiere)
- Install Axio LE card into system (make sure the Axio LE card power led is on)
- Download the Axio 5.1.2 drivers from here: http://www.matrox.com/video/en/support/axio/downloads/softwares/release5.1.2/
- Right-click the MtxUtils_512.exe file and select Properties. Under the General tab, click unblock (at the bottom) if it is seen. Click Ok.
Perform the same steps after downloading the MtxFxPatterns.exe file as well.
- Install Axio 5.1.2 drivers and FXPatterns setup.
- If a firmware update is performed, please make sure to do a full reboot of the system.

Once you restart the system, you can now create a Matrox sequence within Premiere and start editing. You should set the Adobe Premiere's Edit > Preferences > Player Settings to Matrox Player.
Also set the Program window (right-click and select) Playback Resolution and Paused Resolution to FULL.

For more information, you can review the Axio User Guide here: http://www.matrox.com/video/en/support/axio/downloads/doc/5.1.2/

Please let us know if the above information helps resolve your issues.
_________________
Regards,
Sam
Matrox Video Technical Support

[cvc@gozotv.com]

nope
no luck
what does this mean???

[Matrox_Support_Sam]

Hi,

Is the Axio LE light on the card on?
Have you tried contacting your reseller or local dealer?
_________________
Regards,
Sam
Matrox Video Technical Support