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Matrox Mini + OS 10.8.5 + wirecast 4.3.2 or 5 issues

 
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AVolution
(MXO2 Mini)




Joined: 04 Jul 2005
Posts: 6

PostPosted: Thu Oct 02, 2014 12:38 pm    Post subject: Matrox Mini + OS 10.8.5 + wirecast 4.3.2 or 5 issues Reply with quote

I updated the Matrox software to the latest version, 4.2.0 and wirecast, ustream producer or camtwist did not see video, only audio as an input (but no sound). I then removed the update using both the uninstaller and the manual method so as to not miss any hidden files. I re-installed version 2.6.1 and now my Matrox mini is not even recognized as hardware.

Ideas?


Mac OS 10.8.5
Current MXO2 2.6.1
Wirecast 4.2.3 (planning to upgrade soon to 5)
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Matrox_Support_Joe
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PostPosted: Thu Oct 02, 2014 12:54 pm    Post subject: Reply with quote

If you go to your MAC system report, do you see a 'other multimedia' device listed under Hardware > PCI Cards?

If you do not, then all indications is that there is a loose connection either with the host cable or host adapter.

Please go through this guide as it helps to ensure all connections are secured. Once one, if you see 'other multimedia', then and only then install the 2.6.1.0001 driver.

Note that 4.2.x driver does not support any streaming applications; so you will need to use 2.6.1 as it is the correct driver for your needs.

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.
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Regards,
Joe
Matrox Video Technical Support
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AVolution
(MXO2 Mini)




Joined: 04 Jul 2005
Posts: 6

PostPosted: Thu Oct 02, 2014 1:16 pm    Post subject: Reply with quote

Thank you Joe,

All hardware is connected firmly. The Matrox does power up and the T/ADP does see the Matrox. The PCI cards "other Multimedia" does not.

Is it possible that the matrox firmware updated and is no longer compatable with the older version of the driver?

I thought I had version 15 before.(cant be certain, going from the memory) The T/ADP shows a version of 22.2
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Matrox_Support_Joe
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PostPosted: Thu Oct 02, 2014 1:26 pm    Post subject: Reply with quote

The firmware firmware for the thunderbolt adapter and MXO2 are not identical. For the MXO2 Mini, 15.0 is the correct version.

At this point this is either a connection issue or a firmware corruption issue. Before installing 4.2.0, did you have a mxo2 driver installed? If so, what version was it? During the installation, did the driver install go through a firmware update? If so, did it go through properly or did it get stuck? Did the MXO2 Mini suddenly lose power at any time during the firmware update?

What is the status of the LED on the MXO2 Mini? Is it solid ON?

Try powering off the MAC; then power-cycle the MXO2 Mini. Then power ON the MAC again and verify if you get the 'other multimedia' device to appear.

Since T/ADP appears in the system report, we know we have a good connection from the MAC to the Matrox Thunderbolt adapter. The problem is isolated from the Thunderbolt adapter to the MXO2 Mini. Double-check that host cable connection one more time. Often, having just one slightly bent pin on the host cable will cause this problem. Grab a small flat-thead screwdriver and make sure all pins are straight. B side of cable should face upwards on both MXO2 Mini and Thunderbolt adapter.

Please give me an update when ready.
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Joe
Matrox Video Technical Support
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AVolution
(MXO2 Mini)




Joined: 04 Jul 2005
Posts: 6

PostPosted: Thu Oct 02, 2014 2:18 pm    Post subject: Reply with quote

Ok, Mac and Matrox powered down, all connections thoroughly double checked and re-booted.

Blue Light on and constant.

I did have a previous driver installed but I do not recall what version. It was installed sometime Jan of 2013 so its was an older version.

I do not recall any unusual power loss during update. I had to quit it a couple of times as I got the error message that there was previous software that I had to uninstall first. I ran the uninstaller and also deleted files manually to be sure.

The T/ADP definitely shows a version of 22.2 not 15 as it used to be.

Thank you so much for you help...
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Matrox_Support_Joe
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PostPosted: Thu Oct 02, 2014 2:44 pm    Post subject: Reply with quote

You're welcome!

So 'other multimedia' now shows up in system report under PCI Cards?
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Joe
Matrox Video Technical Support
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AVolution
(MXO2 Mini)




Joined: 04 Jul 2005
Posts: 6

PostPosted: Thu Oct 02, 2014 2:53 pm    Post subject: Reply with quote

No, unfortunately......PCI Cards: Other Multimedia: Driver installed: NO

Nothing changed Sad

Here are a couple screen shots:
http://www.avolution.biz/share.html
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Matrox_Support_Joe
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PostPosted: Thu Oct 02, 2014 2:57 pm    Post subject: Reply with quote

This is fine. This is what we want. Both 'T/ADP' and 'other multimedia' are present in the system report.

The next step is to install the MXO2 driver. After installation, 'Driver Installed' will change from 'No' to 'Yes' for 'other multimedia'.

Your hardware detection is fine. Just go ahead and re-install driver 2.6.1.
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Joe
Matrox Video Technical Support
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AVolution
(MXO2 Mini)




Joined: 04 Jul 2005
Posts: 6

PostPosted: Thu Oct 02, 2014 3:13 pm    Post subject: Reply with quote

Alas, I get the same error message I started with. Hardware not found. I added another screen shot to the same link as previous...

It is just not seeing my driver. The T/ADP and Other Multimedia remain the same after the 2.6.1 install.
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Matrox_Support_Joe
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PostPosted: Thu Oct 02, 2014 3:24 pm    Post subject: Reply with quote

This is likely caused because accidentally downloading the wrong driver (it happens to me too). Just uninstall this driver, then re-download the correct driver. http://www.matrox.com/video/en/support/downloads/

Make sure to select the correct device: ex: MXO2 Mini
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Joe
Matrox Video Technical Support
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AVolution
(MXO2 Mini)




Joined: 04 Jul 2005
Posts: 6

PostPosted: Thu Oct 02, 2014 3:43 pm    Post subject: Reply with quote

You NAILED it! I could hug you...

Thank you so much for your help today!

Michelle Smile
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Matrox_Support_Joe
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PostPosted: Thu Oct 02, 2014 5:09 pm    Post subject: Reply with quote

You're very welcome Michelle! I'm glad to hear this news. Sure...hugs are good! Smile
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Joe
Matrox Video Technical Support
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