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sdi/hdmi sometime lost - restaured after power off

 
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fabcast
(MXO2 Mini)




Joined: 04 Jul 2005
Posts: 11

PostPosted: Thu May 22, 2014 2:06 pm    Post subject: sdi/hdmi sometime lost - restaured after power off Reply with quote

Hello,

I'm experiencing a strange issue on some mojito max cards.

Sometimes the SDI or HDMI input signal is lost. The only way to get it back is to stop the computer and unplug the power cable for a few seconds.

At the next boot the signal is back again.

This is a rare issue but still annoying for our customers.

Btw, is there is a support email where we could send this kind of technical support request ?

Always posting in the pre-purchase Matrox Mojito Max forum while I've already bought at least 100 mojito cards Wink

Best reagards,

Fab
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Matrox_Support_Joe
(Moderator)

Site Admin


Joined: 04 Jul 2005
Posts: 3324

PostPosted: Thu May 22, 2014 4:06 pm    Post subject: Reply with quote

Hi Fab,

You can always post in the Technical Support section or send an email to mxosupport@matrox.com

Regarding this issue, we need the follow details:

1. Are you working on a PC or MAC?

2. What is the operating system version?

3. Which MojitoMAX software version is installed in your system?

4. Which software application is used to input the video to the MojitoMAX? (please list complete software version)

5. What is your video source device make and model? Is it connected directly via hdmi/sdi or are there any adapters/converters involved in the connection?
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Joe
Matrox Video Technical Support
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fabcast
(MXO2 Mini)




Joined: 04 Jul 2005
Posts: 11

PostPosted: Thu May 29, 2014 4:28 am    Post subject: Reply with quote

Hi Joe,

Quote:
can always post in the Technical Support section or send an email to mxosupport@matrox.com


Thank you for the support email. Technical support section is mainly related to third party software (Telestream, Adobe CC,...). I've just discovered that I could post in the "previous versions of Adobe and other software for Windows" section.

Quote:

Regarding this issue, we need the follow details:

1. Are you working on a PC or MAC?


PC, i7, ASUS motherboards

Quote:
2. What is the operating system version?


Windows 7 Pro 64 bits

Quote:
3. Which MojitoMAX software version is installed in your system?


The problem occurred with several version of the driver: 7.5.0, 7.5.1, 7.5.2. Upgrading the driver + reboot doesn't solve the problem. Only a power off does.

Quote:
. Which software application is used to input the video to the MojitoMAX? (please list complete software version)


We're using our own encoder. But we have had the same problem with other encoding tools (Flash Media Live 3.2, matrox H264 capture).

Quote:
. What is your video source device make and model? Is it connected directly via hdmi/sdi or are there any adapters/converters involved in the connection?


Mainly SDI, direct connection to Sony/Panasonic PTZ cameras.

When the problem occurs (hopefully it is very rare), it seems that Mojito card is keeping a bad configuration in its memory. The only way to reset it is to stop the pc and unplug the power cable for several seconds.

Best regards,

Fab
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Matrox_Support_Joe
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Joined: 04 Jul 2005
Posts: 3324

PostPosted: Thu May 29, 2014 8:56 am    Post subject: Reply with quote

Hi Fab,

Thanks for the additional info.

The setup seems fine but I would like to know more about the video source (PTZ cameras). It would be good to confirm if these do in fact output a true broadcast format that is supported by the MojitoMAX. The list of supported formats is listed on page 254 of the user guide:



The MojitoMAX will not work reliably with graphic formats such as 1280x1024 60Hz.

Which formats are the PTZ cameras outputting?
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Joe
Matrox Video Technical Support
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fabcast
(MXO2 Mini)




Joined: 04 Jul 2005
Posts: 11

PostPosted: Sat May 31, 2014 3:06 am    Post subject: Reply with quote

Matrox_Support_Joe wrote:
Hi Fab,
Which formats are the PTZ cameras outputting?


Hi Joe,

The input source format is correct, mainly 1080i/25 or 720p/50.

Recording with PTZ SDI or HDMI cameras is working well.

It's just that sometimes (on very rare occasions), the video signal is lost and the only way to get it back is to stop the computer and unplug the power cable for a few seconds to reset the memory of the MojitoMax card.

Best regards,

Fab
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Matrox_Support_Joe
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Joined: 04 Jul 2005
Posts: 3324

PostPosted: Mon Jun 02, 2014 9:06 am    Post subject: Reply with quote

Since the issue is rare and unusual, please go through this PC manual removal procedure:

1. Uninstall Matrox driver using Matrox Uninstaller application

2. Open device manager, go to Matrox Audio/Video devices, select Matrox Bus and uninstall

3. go to c:\program files\ and delete Matrox MtxUtils folder (if it is still there)

4. go to c:\windows\system32 and delete all files that begin with 'mvk'

5. go to c:\windows\system32\drivers and delete all files that begin with 'mvk'

All Matrox driver files should now be removed from your system. At this point, it would be good to run some system maintenance software. One application you can run is Ccleaner. Please visit their website for download and usage information: http://www.piriform.com/ccleaner
Note: It's always a good idea to backup data before performing any system maintenance.
Run the cleaner and registry cleaner as well (run it at least 3 times).

Then restart/shutdown the system a few times to verify if it works consistently. If it does, then re-reinstall the Matrox drivers making sure that the Windows 7 UAC setting is set to 'never notify' and that the Matrox driver file is unblocked.

Re-installation procedure:

- Re-download the Matrox driver from our website: http://www.matrox.com/video/en/support/downloads/

- After downloaded, right-click the Mtx.utils exe file and select Properties. Under the General tab, click the 'UNBLOCK' command button (if seen)

- Verify that the Windows 7 UAC option is turned OFF (set to Never Notify)
How-to link: http://support.microsoft.com/kb/975787

- Run the Matrox Mtx.utils installer

- Shut down the system

- Power cycle the MXO2

- Power the PC

- Check the x.info application and verify that the hardware information is visible (right-click the 'M' icon in the system tray, click on 'Open X.Info'. Then select 'Hardware' from the drop-down menu).

- If all is ok in the previous step, then you can re-enable the Windows 7 UAC option to your desired level

Also, verify the following 3 points. If you are not comfortable with general pc maintenance, then please contact an IT professional for assistance:

1. The pc system should have updated drivers, in particular the graphic card, audio adapter, and mainboard chipset. There should be no missing driver components in device manager. Obtain the latest drivers from the component manufacturer website.

2. The pc system should be free of viruses and spyware. Run appropriate software to scan your system for virus infections, spyware and Trojans.

3. The pc system should be physically clean internally. If possible, open the enclosure and use a fan blower or compressed air to blow out all excess dust. Verify that all cooling fans are spinning freely.
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Joe
Matrox Video Technical Support
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