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hardware not found after upgrade to software 4.0.0.0042 (MaO

 
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rhinovision
(MXO2 LE)




Joined: 04 Jul 2005
Posts: 2

PostPosted: Mon Feb 03, 2014 5:52 am    Post subject: hardware not found after upgrade to software 4.0.0.0042 (MaO Reply with quote

Crying or Very sad
Just changed to Premiere from FCP..
Working one minute (FCP)then upgrade software to 4.0.0.0042 then get "Hardware not found"after many installs still no go..What am i doing wrong..
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Matrox_Support_Vlad
(MXO)




Joined: 04 Jul 2005
Posts: 805

PostPosted: Mon Feb 03, 2014 8:45 am    Post subject: Reply with quote

Regarding the issue you are encountering please provide the following:

OSX version:
Adobe CS version:
_________________
Best regards,
Tech Support Vlad
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rhinovision
(MXO2 LE)




Joined: 04 Jul 2005
Posts: 2

PostPosted: Mon Feb 03, 2014 3:17 pm    Post subject: Reply with quote

Mac OS X
Processor 2.66ghz intel core i7
Memory 8gb 1067mhz DDR3
Adobe premiere pro cc
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Matrox_Support_Vlad
(MXO)




Joined: 04 Jul 2005
Posts: 805

PostPosted: Mon Feb 03, 2014 3:33 pm    Post subject: Reply with quote

Please note OS X Mavericks 10.9 update is not compatible for use with Matrox MXO2 software drivers. We recommend that you keep current supported Mac OS X version, OS X Mountain Lion 10.8.5 and Lion 10.7.5 for use with MXO2 Family hardware.

We are currently testing and evaluating future 4.x Matrox drivers to provide support for Mac OS X Mavericks 10.9 and Adobe Premier Pro 7.2.1.

Regarding the hardware detection issue the problem is with the physical connection to your MXO2 device. Please go through the checklist below.

Note: The word 'System' in this document refers to either PC or MAC.

1. Power off both the System and MXO2. Disconnect all cables currently connected to the MXO2.
2. For desktop systems:

Disconnect the PCI host cable connected to the Matrox PCI adapter. Then 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.

For laptop systems:

Remove PCI express/34 card from the System then disconnect the PCI host cable.

3. Inspect the host cable connectors for broken pins. If there are any bent pins, please contact Matrox Technical Support.
4. If there is no apparent defect then re-connect it in the proper orientation but swap the ends (the connector that was currently connected to the System should now go connected to the MXO2, and vice versa for the other connector).

Notes:
The host cable connector is directional and must be inserted in the proper orientation. A visual inspection of the orientation is required.

If your host cable connector-ends are labeled with the letters 'A' on one side and 'B' on the other, then the 'B' side should face upwards when connecting on the MXO2 box (with the MXO2 laying flat and positioned right side up). On the system side, you need to visually check the proper orientation as desktop systems will vary (the mainboard may be mounted on the left or right side of a tower enclosure, affecting the orientation of the PCI adapter). Therefore, since not all systems are alike, it is best to check the orientation visually. You will notice that both the host cable connectors and the connectors on the PCI adapter/MXO2 box have one side that is wider than the other. These sides must line up. Although the difference is subtle, it is crucial that the cable be connected properly.

Another way of ensuring proper cable installation on desktop systems is to align the 'B' side of the host cable with the XI-Link label on the PCI express adapter.

Tip: Just before inserting the host cable connector, you can pull back on the retention screw arms. This is to ensure that the screws do not inhibit the connector from being inserted fully.

5. Once inserted, tighten the host cable connector retention screws.
6. If you are on a laptop system, you can now re-insert the Matrox PCI express/34 card in the System.
7. Re-connect A/C power to the MXO2 (maybe try a different wall socket/power bar/outlet).
8. Power on the System. Verify that the Blue or Red LED is ON. The LED should turn on a few seconds after the System is powered.
9. Follow the steps for your specific system platform.

MAC Platform Notes

For MAC systems with PCI connectivity:
Go to System Profiler and click on Hardware -> PCI Cards.
Verify the list of cards. If detected, the MXO2 should be listed as a card of type 'other multimedia'.
If it is present, then proceed to download and install the Matrox driver.

For MAC systems with Thunderbolt connectivity:
Go to System Profiler -> Hardware -> Thunderbolt.
Verify the list of devices. If detected, the MXO2 should appear as a 'T/ADP' device.

For either system type, if the appropriate device is listed in System Profiler, then proceed to download and install the appropriate Matrox driver for your system. If it is not present, then please contact Matrox Technical Support.

Note: Once the driver has been downloaded, please verify that the file size of the downloaded file matches the file size in the driver download description web page. If you find that the downloaded file is smaller, then clear your web browser cache/temporary files and then try the download again.

General Notes:

1. For both PC and MAC platforms, verify that your system is updated and meets the minimum hardware and software specifications listed in the MXO2 user guide. For MAC systems, run a MAC Software Update and apply any EFI Firmware Updates that may be listed after the system scan of available updates.

With the MXO2, you have to be very careful with 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, you would have to pull back the pins with pliers. This only applies to the MXO2 and not to the other MXO2 devices (Mini, LE, RACK). This is also good information to pass along to anyone handling the MXO2 units.

2. For MAC systems with Thunderbolt:

First, please check your system specs to make absolutely sure that your MAC system does indeed have Thunderbolt support. Also, if it is supported, you should see a lightning logo near the Thunderbolt/Display port connector on your MAC. If this logo is not printed, then your system likely does not have Thunderbolt support. Note that the System Report (system profiler) list will still show a Thunderbolt category even if the system does not support it.

In order for the MXO2 to show up as a Thunderbolt device, the MAC will need to go through at least 3 software updates from Apple. When running 'Software Update', there will be firmware updates for Thunderbolt. Apply these then reboot the MAC. Then run a 'Software Update' again and apply any new Thunderbolt/Firmware updates that are available. Reboot again and keep updating the system until there are no more Thunderbolt updates pending. Lastly, install the appropriate Thunderbolt-supported Matrox driver on your system.
_________________
Best regards,
Tech Support Vlad
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