Support Download

Does AJA have any troubleshooting advice if I am having problems?

Category: FAQ

Released: 2017-01-19

· For troubleshooting, it is highly recommended to try at least two different USB cables and two different USB ports to make sure the problem is not a damaged cable or unreliable USB port.

· Not all USB hubs or extenders properly support video devices. If there is a USB hub or extender between U-TAP and the host-system and difficulties are being experienced, try connecting U-TAP directly to your computer using a known good cable.

· If problems occur with U-TAP not being recognized by your host-system, most often, this can be resolved by unplugging and replugging the U-TAP.

· It is recommended to disable system sleep and hibernation when using U-TAP to avoid loss of connection and/or behavior that requires an unplug and replug in order to put U-TAP back into a functional state for Video Capture.

· If problems cannot be resolved by unplugging and replugging the U-TAP, a host-system system shutdown and restart may be required.

· Check to make sure the most powerful GPU available to the U-TAP host-system is in use. For example, some systems have both an onboard/embedded graphics adapter as well as a (more powerful) third party GPU.

· Be aware of how many applications are running and consuming resources (CPU cycles, RAM) on your host system. If you are running multiple software applications, try closing some to see if a point can be found where U-TAP is not having to compete for the system resources necessary for Video Capture.

· From time to time, OS updates may cause issues that have to be addressed via a firmware update. If you have recently updated to a new host-system OS and are now experiencing problems, please contact AJA Technical Support with the previous and current OS versions.

· Occasionally, for some computers, it may be necessary to update the USB chipset driver. Check with the manufacturer of the host-system (or your IT department) to see if you have the latest version installed.

· AV sync problems; U-TAP is only capable of creating a maximum delay of ~10ms between the video and audio. Any AV sync issues beyond that are due to the host application and the USB audio sink.

Related Product(s): U-TAP HDMI, U-TAP SDI, U-TAP