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23wifr
(MXO2 LE)
Joined: 04 Jul 2005
Posts: 8
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 Posted: Thu Aug 23, 2012 12:22 pm Post subject: MX02 LE Startup Error |
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Greetings there,
We've been turning an old Xeon HP desktop with an Nvidia Quadro FX 560 into a PC to capture streams. The card has been installed into the PC and the driver/software installation went fine. However, when we go to Matrox AV Tools or any other programs from the install package we get a Kernel32.dll error. This is a Win-XP 32-bit system running service pack 3 with 2GB of memory.
Specifically "The procedure entry point WaitForThreadPoolTimerCallbacks could not be located in the dynamic link library KERNEL32.dll". Some looks at the Kernel32 file shows it is the most up to date for XP SP3. Has the program possibly installed a critical file improperly and causing this issue? |
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Matrox_Support_Sam
(Moderator)
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Joined: 04 Jul 2005
Posts: 5530
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| Posted: Thu Aug 23, 2012 12:45 pm Post subject: |
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Hi,
Can you confirm your MXO2 software version?
Please note the latest software version Mtx.utils 6.1.0.100 for support with Avid Media Composer 6 only supports Windows 7 64-bit operating system. Your current Windows OS version, XP SP3 is not supported.
_________________
Regards,
Sam
Matrox Video Technical Support |
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23wifr
(MXO2 LE)
Joined: 04 Jul 2005
Posts: 8
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| Posted: Thu Aug 23, 2012 12:53 pm Post subject: |
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I downloaded the latest exe available which was mtxutils_702.exe on the site. Is there a specific older version for Win XP SP3 to use I am unaware of?
I should note Avid is NOT installed on this PC as this was the closest forum section I could choose. Unknown what software we will be using in conjunction with MX02. Since right now we just want to get the software working and then go for Avid or another program. |
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Matrox_Support_Sam
(Moderator)
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23wifr
(MXO2 LE)
Joined: 04 Jul 2005
Posts: 8
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| Posted: Thu Aug 23, 2012 2:32 pm Post subject: |
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Thank you, that helped in solving the current problem. I uninstalled version 7 and put in version 2.0.1 and ran the Firmware updater as well. Now I have a new error which the start screen comes up after clicking on A/V Tools shortcut. Says 'This program requires Matrox MX02 Hardware" etc...etc.. The hardware was installed and is connected to an HD source. I've done the restart and that hasn't removed the issue.
Any assistance would be appreciated. |
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Matrox_Support_Sam
(Moderator)
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Joined: 04 Jul 2005
Posts: 5530
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| Posted: Thu Aug 23, 2012 3:21 pm Post subject: |
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Hi,
Can you provide your full system specs? HP model?
Did you make sure to power cycle the MXO2 and system after performing Mtx.utils installation and firmware?
Are there any unknown devices in Device Manager?
How many Matrox devices are listed in Device Manager?
When installing the MXO2 drivers, please make sure of the following steps:
- uninstall the current MXO2 drivers
- 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.
- Run Mtx.utils setup and then make sure a full reboot and power cycle is performed (after install is complete, shutdown PC, disconnect MXO2 power for several seconds, reconnect power of MXO2 and then power up the PC)
- re-enable UAC option if needed
Verify Device Manager for any unknown devices or errors.
If you still encounter issues, please go through the following troubleshooting checklist:
| Quote: | MXO2 Hardware Connection Checklist:
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.
PC Platform Notes
For PC systems, open Device Manager and verify the presence of a 'Matrox Audio/Video devices' group (with no conflicts). If the group is not present or contains even one conflicting device, contact Matrox Technical Support.
If there are no issues with the Matrox list in Device Manager, then open the Matrox X.info application as follows:
- Right-Click on the '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 text such as the serial number and production date, then the MXO2 is properly detected by your system. If the information window is empty, then please contact Matrox Technical Support.
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. |
Please let us know your results.
_________________
Regards,
Sam
Matrox Video Technical Support |
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23wifr
(MXO2 LE)
Joined: 04 Jul 2005
Posts: 8
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| Posted: Thu Aug 23, 2012 4:07 pm Post subject: |
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Alright, so first thing I did after reading your post was check the device manager. It appears there is a yellow exclamation point saying "Windows has stopped this device because it has reported problems. (Code 43)". After this i did an uninstall of 2.0.1, restarted and installed 2.0.1. ALso, apparently our cardis the /MAX version but appears to not make a difference in the download category as it is the same file I'm given.
I persume a potential driver installation issue with setup? I should also note the firmware updater has been run and says I am fully updated. Did do the shutdown, pull the power out and wait 30 seconds or so before plugging it back in and starting up.
The computer is an HP XW6400 Work Station. Xeon 1.9GHz Quad Core with 2GB of memory. Nvidia Quadro FX 560, small USB internal card. Al drivers for the main devices are up to date.
We'll probably be rebuilding this Xeon soon since my latest reboot appears to have awoken a rather nasty issue with our HDD in terms of replacing. So right back to where we started in regards to that error. |
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Matrox_Support_Sam
(Moderator)
Site Admin
Joined: 04 Jul 2005
Posts: 5530
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| Posted: Fri Aug 24, 2012 10:33 am Post subject: |
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Hi,
To confirm, you are still encountering the issue with 2.0.1 drivers under XP SP3?
Is the LED on the MXO2 LE red or blue? Is it blinking, fading or solid?
Did you make sure to unblock the Mtx.utils exe file after downloading before running the setup?
Have you tried changing PCIe slots for the Matrox PCIe card? The card can fit into any PCIe slot (even a x16, x8 etc..).
Do you have another system to possibly test the MXO2 LE?
Please let us know your results.
_________________
Regards,
Sam
Matrox Video Technical Support |
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23wifr
(MXO2 LE)
Joined: 04 Jul 2005
Posts: 8
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| Posted: Fri Aug 24, 2012 10:51 am Post subject: |
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Yes, the execute was unblocked for installation. The light on the box is a solid Red. In fact the card is operating on a PCI-E 4x or 8x, this board has no x1's.
We do not have another system I'm afraid to test this on. For the heck of it I swapped the cable out with a different and even switched both ends to no avail. |
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23wifr
(MXO2 LE)
Joined: 04 Jul 2005
Posts: 8
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| Posted: Fri Aug 24, 2012 11:54 am Post subject: |
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| I should add that under the X.Info in my taskbar does NOT show the hardware information of the device. Just a blank page. |
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Matrox_Support_Sam
(Moderator)
Site Admin
Joined: 04 Jul 2005
Posts: 5530
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| Posted: Fri Aug 24, 2012 12:06 pm Post subject: |
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- What does Device Manager now display about Matrox devices?
- Have you tried changing the PCIe card into a different slot? 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.
- Inspect host cable connectors for broken pins. If no defect is visible, re-connect it in the proper orientation but swap the ends. In other words, the connector that was currently connected to the PC should now go connected to the MXO2, and vice versa for the other connector.
As Jeff mentions here in a similar post: http://forum.matrox.com/mxo/viewtopic.php?t=6884
Next, make sure the cable between MXO2 and adapter has the ends oriented correctly. Don't worry about markings on cable ends such as "A" or "B" since suppliers can vary - the end is "D" shaped and MUST match properly when connected. Very easy to force it on upside-down, then it doesn't work.
- Re-connect A/C power to the MXO2 (maybe try a different wall socket/power bar/outlet).
A possible test would be to try the MXO2 on another system so we can determine if your current system has conflicts with MXO2 device.
Let us know your results.
_________________
Regards,
Sam
Matrox Video Technical Support |
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23wifr
(MXO2 LE)
Joined: 04 Jul 2005
Posts: 8
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| Posted: Fri Aug 24, 2012 2:31 pm Post subject: |
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You'll have to forgive this insane user error on my part. It wasn't clearly explained on the label or site regarding our model. We had the MAX /M and I took a look at that MAX MPG driver and sure enough.... That was what we needed. So sorry for a waste of time for a dumb oversight.
No issues at this time now. |
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Matrox_Support_Sam
(Moderator)
Site Admin
Joined: 04 Jul 2005
Posts: 5530
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| Posted: Fri Aug 24, 2012 2:33 pm Post subject: |
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No problem 23wifr. Thanks for the update back. This means you needed the MXO2 LE with MAX/MPG 2.1 software?
_________________
Regards,
Sam
Matrox Video Technical Support |
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23wifr
(MXO2 LE)
Joined: 04 Jul 2005
Posts: 8
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| Posted: Fri Aug 24, 2012 2:50 pm Post subject: |
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| Matrox_Support_Sam wrote: | | No problem 23wifr. Thanks for the update back. This means you needed the MXO2 LE with MAX/MPG 2.1 software? |
Correct. |
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Matrox_Support_Sam
(Moderator)
Site Admin
Joined: 04 Jul 2005
Posts: 5530
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| Posted: Fri Aug 24, 2012 2:56 pm Post subject: |
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Good to hear all is working. We will lock this case but please let us know if you encounter further issues in the future.
_________________
Regards,
Sam
Matrox Video Technical Support |
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