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MXO 2 rack problems

 
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cvcmedia
(MXO2)




Joined: 04 Jul 2005
Posts: 30

PostPosted: Mon Nov 23, 2015 11:24 am    Post subject: MXO 2 rack problems Reply with quote

Hi one of my MXO2 Racks is acting strange. We are operating on MAC OS with Adobe Premier CC2015. When we try to do manual video capturing there seem to be no signal although the input is there. Can you assist? Now we just noticed that when we try outputting via Quicktime Matrox MAX preset in Adobe, an error message is poping up. We have switched off the system a couple of times and even uninstalled and re installed last version of matrox tools.
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cvcmedia
(MXO2)




Joined: 04 Jul 2005
Posts: 30

PostPosted: Mon Nov 23, 2015 11:25 am    Post subject: Reply with quote

Please note that video on timeline is being outputted via SDI - this works
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Matrox_Support_Sam
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PostPosted: Mon Nov 23, 2015 2:56 pm    Post subject: Reply with quote

Hi,

Can you confirm the OSX version you are running?

Is the hardware detected in System Preferences?

Is the MXO2 LED on? Solid or blinking?

What is the source input signal, format and frame rate?

Did you make sure to select AV Input Settings in System Preferences?

Please go through this hardware detection guide. Then let us know if you see the 'other multimedia' device in the system report. The MXO2 led should also remain ON (no flickering or flashing).

MXO2 Hardware Connection Checklist for MAC and PC

1. Power off both the computer system (PC or MAC) and unplug the MXO2 A/C power adapter.

2. Disconnect the Matrox host cable on both the MXO2 and computer system. Inspect the host cable pins on both connector ends. The pins must all be perfectly straight. Having just one slightly distorted pin can cause hardware detection issues. Use a small flat head screwdriver to straighten any bent pins.

Important: The host cable connector ends are D-shaped & must be inserted in the proper orientation.

There are 4 different types of host cables that have been sold since the MXO2 products began production.
Type 1: A 'Molex' label printed on both sides of the connector.

Type 2: A green dot printed on the wider side of the connector

Type 3: A yellow arrow printed on the wider side of the connector

Type 4: A large 'A' or 'B' label printed on each end of the cable (this is the newest cable). The 'B' side is the wider side of the connector.

With type 1, you must visually inspect the connectors and identify the wider side of the D shape connector. It is the wider side of this cable, or the green dot (for type 2 cables), or the yellow arrow (for type 3 cables), or the 'B' side (for type 4 cables) that must face?
-the HOST label ---------> on the MXO2 device Host connector
-the XI-LINK engraving-> on the Matrox PCI-e adapter for desktops
-the TOP side ------------> of the Matrox Express/34 adapter for laptops
-the HOST label: --------> on Matrox Thunderbolt adapters for MAC systems

3. For desktop systems: Open the computer chassis and re-seat the Matrox PCI-express card in the System or switch PCI slots (if another slot is available). Verify that the card is fully seated & secured using a screw or the case retention mechanism. Then re-connect the host cable to the card in the proper orientation.

For laptop systems: Remove the Matrox express/34 adapter from the laptop. Connect the host cable to the card. Insert the express card back into the slot and verify that the card has 'clicked' in place.

Tip: Just before inserting the host cable connector, pull back on the retention screw arms to ensure that the screws do not inhibit the connector from being inserted fully. Once the connector is properly inserted, tighten the screws to prevent accidental disconnection.

Note: In some cases, reversing the ends of the host cable can trigger the MXO2 to regain proper detection. If this is the case, please verify the pins once again.

4. Connect the MXO2 A/C power adapter. Try a different wall socket or power bar. Avoid UPS devices.

5. Power on the computer system & verify that the MXO2 LED turns ON. The led is Blue (MXO2 without MAX devices) or Red (MXO2 with MAX). It should not flicker or pulse ON and OFF. If the LED flickers faintly, then the MXO2 A/C power adapter must be replaced. If the LED pulses ON and OFF, then go through the above steps one more time. If a solid LED cannot be obtained, contact Matrox Video Technical Support.

Proceed to the next section only once the MXO2 LED is ON solid.



MAC Platform Notes

For MAC systems with the MXO2 connected using either the Matrox PCI-e or express/34 adapters:
- Go to System Profiler -> Hardware -> PCI Cards.
- Verify the list of cards. If detected, the MXO2 should be listed as a card of type 'other multimedia'.

For systems with the MXO2 connected using the Matrox Thunderbolt adapter or the DS1/Dock:
- Go to System Profiler -> Hardware -> Thunderbolt
- Verify the list of devices. If detected, the Thunderbolt adapter should appear as 'T/ADP' or 'MXO2 Dock'
- If the Thunderbolt device is not listed, verify that the Thunderbolt cable is connected in the proper orientation & try another Thunderbolt cable (if one is available).
- Once the Thunderbolt device is listed, then go to System Profiler -> Hardware -> PCI Cards
- Verify the list of cards. If detected, the MXO2 should be listed as a card of type 'other multimedia'.

Once the appropriate devices are listed in the MAC System Profiler, then proceed to download and install the required Matrox driver for your system. After installation, load the MXO2 Utilities application in your MAC System Preferences. The 'Info' section of the application will list data such as MXO2 serial number and software/firmware versions.

Note: When downloading the MXO2 driver from our website, monitor the file download and verify that it is not interrupted. If an interruption occurs or the download size does not match the file size in the driver download description page, clear your web browser cache/temporary files and try the download again.

PC Platform Notes

For PC systems, open Device Manager and verify the presence of a 'Multimedia Controller'. If detected, then download and install the MXO2 driver required. Once the installation has completed, open the Matrox X.info application as follows:
- Right-Click on the teal 'M' icon in the system tray
- Click on Open X.info
- Click the drop-down menu at the top and select 'Hardware'.

If the hardware information window contains data such as the serial number and production date, then the MXO2 is properly detected by your system.

General Notes:

1. For both PC and MAC platforms, verify that your system is fully updated and meets the minimum hardware and software specifications listed in the MXO2 user guide.

2. With the MXO2 device, special care must be taken when inserting/removing the A/C power supply cable. It has a pull-back retention mechanism that needs to be pulled back before inserted into the port on the back of the MXO2. If this is not done, the 4 pins on the cable connector can be pushed in too deep and not make proper contact. To remedy the problem, the 4 pins must be pulled back with a small pair of needle-nose pliers. This only applies to the MXO2 and not to the other MXO2 devices (Mini, LE, RACK).

3. For MAC systems with the MXO2 connected via the Matrox Thunderbolt adapter or Matrox MXO2 Dock, verify that the system has Thunderbolt support. If supported, a lightning logo is printed on the top side of the Thunderbolt connector on the MAC. If this logo is not printed, then the system is lacks Thunderbolt support. Note that the MAC System Report (or system profiler) list will still show a Thunderbolt category even if the system lacks Thunderbolt support.

In order for the MXO2 to show up as a Thunderbolt device, the MAC must be fully updated. Continue to run MAC Software Update scans until no more Thunderbolt updates are found.
_________________
Regards,
Sam
Matrox Video Technical Support
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cvcmedia
(MXO2)




Joined: 04 Jul 2005
Posts: 30

PostPosted: Tue Nov 24, 2015 9:17 am    Post subject: Reply with quote

OSX yosimite

Yes hardware is being detected

MXO2 LED is ON solid

Input is HD SDI 1920x1080 25fps

Yes av input is ok - sometimes after booting up it displays the input but when trying to record it disappears - even machine control doesn't display on the capture screen (although the machine is effectively being controlled)
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Matrox_Support_Sam
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PostPosted: Tue Nov 24, 2015 9:56 am    Post subject: Reply with quote

In System Preferences > Matrox Utilities > A/V Input, can you select the Capture unstable video signal setting?

Make sure to close Premiere, select the setting above and reopen Premiere.
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Sam
Matrox Video Technical Support
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cvcmedia
(MXO2)




Joined: 04 Jul 2005
Posts: 30

PostPosted: Wed Nov 25, 2015 4:47 am    Post subject: Reply with quote

No luck:) premier is getting an error - low level exception Matrox Recorder. Can you assist please?
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Matrox_Support_Sam
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Joined: 04 Jul 2005
Posts: 6881

PostPosted: Wed Nov 25, 2015 8:58 am    Post subject: Reply with quote

What is the version of Matrox software?

Has this ever worked on the system with same setup and versions?

Did you previously have another version of Premiere installed on the system?

Did you make sure to remove previous version of Adobe before installing new AdobeCC2015 using Adobe cleaner tool?

What update version of Premiere CC 2015 are you running?

Can you try clearing Adobe preferences?

If you have internet connection on the system, we can perform a remote session. If you would like, please send us your email address to mxosupport@matrox.com.
_________________
Regards,
Sam
Matrox Video Technical Support
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cvcmedia
(MXO2)




Joined: 04 Jul 2005
Posts: 30

PostPosted: Fri Nov 27, 2015 7:02 am    Post subject: Reply with quote

hi we are running version 4.6.0.0006

adobe cc2015 9.0.2

nope system was formatted before installing premier

system was working fine until a week ago when the secondary display started not working (the monitor is fine though), Then the matrox input started giving problems
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Matrox_Support_Sam
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PostPosted: Fri Nov 27, 2015 11:26 am    Post subject: Reply with quote

Can you verify if Vetura Capture is working? Make sure to close Premiere before opening Vetura.
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Sam
Matrox Video Technical Support
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cvcmedia
(MXO2)




Joined: 04 Jul 2005
Posts: 30

PostPosted: Mon Nov 30, 2015 6:23 am    Post subject: Reply with quote

Yes ventura is working
But no signs of input in premier and also when premier is closed, no signs of input when you open matrox preferences....
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Matrox_Support_Sam
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PostPosted: Mon Nov 30, 2015 10:06 am    Post subject: Reply with quote

Can you try performing a reinstall of Matrox and Adobe software? It seems there is a conflict in Adobe software since Vetura is able to capture properly.

Firstly, perform a manual uninstall of Matrox software drivers. Follow instructions below:

*** Manual Verification of Uninstall for MXO2 on MAC ***

After the Matrox MXO2 driver has been uninstalled using the Matrox MAX Uninstaller application, it's possible that some files are not removed. This can cause problems. Ex: When installing the Matrox MXO2 driver, you get an error message saying that the driver can't be installed because a MXO2 driver already exists. The solution is to check for any traces of Matrox files not removed from your system and remove them manually. Below is a procedure to remove all traces of the MXO2 driver off your system. This procedure applies to Matrox Mojito MAX as well.

1. In MAC_HD_Name/System/Library/Extensions, delete all files that begin with: com.matrox

2. Delete all files that begin with com.matrox in the following 3 folders found under: MAC_HD_Name/library:
/PreferencePanes
/LaunchAgents
/QuickTime

3. Delete the following 2 files found under: MAC_HD_Name/library:
/Application Support/Final Cut Pro System Support/Plugins/Matrox Enabler.txt
/Receipts/Matrox*.vpg

4. In Finder, click the GO menu then press and hold the ALT/Option key on your keyboard. You should now see the Library folder appear in the list of paths of the menu. Click on Library and release the ALT/Option key. You will automatically be taken to the hidden Library folder: MAC_OS_HD/Users/username/Library
Next, delete these files & folders:
/Preferences/com.matrox.vpg.Matrox MXO2.plist (file)
/Applications Support/Compressor/Matrox MAX H.264 Settings (folder)
/Applications Support/Compressor/Settings/Matrox MAX H.264 Settings (folder)

5. In Finder, click on the Go menu, then click on Go to Folder (Shift+Cmd+G).
Type: /usr/libexec and delete any files that begin with com.matrox
Type: /tmp and delete the file named: Firmware Updater.app

6. Open Mac->Applications and delete the Matrox MAX Utilities folder

7. Launch the MAC System Preferences and delete the Matrox Utilities green icon

8. Launch the MAC Network Preferences and remove any Matrox network items

9. Empty the MAC Trash

10. Reboot MAC and Repair MAC Disk Permissions.

Note: If any files cannot be removed because the process might is in use then go through the procedure once again in Safe Mode.

To start up into Safe Mode:
http://support.apple.com/kb/PH18760 (works for all MAC OS versions)
http://support.apple.com/en-ca/HT201262 (more details)




Once the verification of Matrox software has been completed and before reinstalling the Matrox drivers, perform an uninstall of Adobe software using Adobe cleaner tool for MAC OS: https://helpx.adobe.com/creative-cloud/kb/cc-cleaner-tool-installation-problems.html

After the Adobe cleaner tool has been performed, reinstall Adobe CC 2015 software, and then redownload MXO2 4.6 version and install the drivers.
_________________
Regards,
Sam
Matrox Video Technical Support
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