Connect and Connect Pro Troubleshooting

Issue: Audio and/or Video is not being received properly within your Connect Pro interface

Solution: 

-Ensure your PC operating Connect or Connect Pro meets the minimum requirements below: 

• 64-bit Microsoft® Windows 7 operating system (OS) or better
• Intel i5 Sandy Bridge CPU or better with integrated GPU and support for AVX instructions (NVIDIA discrete GPU, with 2GB video memory or better recommended)
• Intel Graphics Driver for Windows version 15.40.37.4835 or newer
• 8GB system memory
• Gigabit connection or better
• Display with screen resolution of 1024 x 768 or higher

     Faster CPU recommended to support more video streams or higher resolutions.

-Make sure you are running the latest iteration of the Connect or Connect Pro software - Updates can be located here: https://www.newtek.com/downloads/#connect 

-If you are utilizing an Integrated GPU, make sure you have designated it as the "Primary Graphics Adapter" within your BIOS settings - The steps will vary based on your hardware - Make sure to save this configuration when you exit the BIOS menu

-Ensure your Integrated GPU or dedicated Graphics Card drivers are up to date

-If utilizing a dedicated Graphics Card, ensure it has been designated as the Default Graphics Card on your system

-If receiving Audio, but no Video, launch an iteration of our NDI® Studio Monitor application (URL below) and see if the Audio/Video is being transmitted via NDI®, but not reflecting within the Connect Pro interface:

https://www.newtek.com/ndi/tools/#download-tools

If you are witnessing this behavior, check the steps below: 

• Ensure that you are operating your sending/receiving device as an Administrator or user that has been granted Administrator privileges. You can confirm your User level in the Control Panel at Control Panel\User Accounts\User Accounts under "Manage User Accounts"

• Ensure that your User Account Control Settings are set to "Never Notify" in Control Panel at "Control Panel\User Accounts\User Accounts" on your sending/receiving devices.

• Ensure Windows is not blocking the sending/receiving application. Right click on the application name -> select Properties -> In the General tab. If it is blocked, there will be a notification and a checkbox to unblock the application or simply a button that states “Unblock”