Issue: When launching the TriCaster 4RU unit software, you encounter an error message that reflects "Hardware Not Functioning Properly", such as reflected below:
Cause: This error message is indicative of a communication issue or hardware failure pertaining to the input/output module on the rear of the unit.
Steps to Troubleshoot:
-Ensure that the device is updated with the latest TriCaster software. Proceed to our downloads page to download the latest TriCaster software that is associated with the version installed on the unit, either Standard Edition or Advanced Edition.
https://www.newtek.com/downloads/
-Please make sure that you are connecting your monitors to the graphics card port and not the motherboard ports. The Graphics card ports are vertically aligned and placed between the inputs and the motherboard ports.
-Perform the steps below to check connection/activity with IO Panel
From the Windows Desktop
Click the Start Menu on the bottom left of the screen
Click ‘Computer’ or ‘My Computer’, whichever your version of Windows has.
Double click the C: drive to open.
Locate and open the folder entitled TriCaster
Locate and open the folder entitled Drivers
Locate and open the folder entitled WDF
Locate and open the folder entitled Core
Locate and open the file entitled UpdateForce_SHUTDOWN.bat
Leave unit off for about 5 minutes then power on.
If an error message populates, please proceed in the article:
If your device is still within the manufacturers warranty (one year from the initial registration of the device), please consult a NewTek™ Support Specialist before troubleshooting further. You can reach out via the methods listed in the link below:
https://www.newtek.com/support/get-support/
If your device is outside of the manufacturers warranty time frame, you can perform the items below to attempt to remedy this behavior independently:
1. Be sure the monitors being used are connected to the interface and multiview ports on the rear of the machine (labeled DVI ports). If they are not, connect the monitors to these ports and restart the unit to test. If they are, proceed to step 2.
TriCaster 860 rear panel interface and multiview ports for reference.
2. Remove the top panel of the unit. On the left hand side of the rear panel, ensure that the led lights are flashing in sync between the top row A and bottom row B. Take note if they are or are not.
3. With the top panel removed power off the unit find the Molex cables and their connections (see attached images). The molex cables will be covered in a black braided material and have a button at the connections that needs to be pressed in order to disconnect the cables. The unit has two molex cables. Both run between the rear panel and motherboard. Disconnect then reconnect both ends of each molex cable. On the motherboard side, secure the card(s) the molex cables are connected to by pressing down on them.
Green arrows reference the location of the molex cables.
4. Power on and test. Check LEDs for sync on the rear panel.
5. If the error persists, run a core update:
From the Windows Desktop
Click the Start Menu on the bottom left of the screen
Click ‘Computer’ or ‘My Computer’, whichever your version of Windows has.
Double click the C: drive to open.
Locate and open the folder entitled TriCaster
Locate and open the folder entitled Drivers
Locate and open the folder entitled WDF
Locate and open the folder entitled Core
Locate and open the file entitled UpdateForce_SHUTDOWN.bat
Leave unit off for about 5 minutes then power on.
If the core update does not resolve the issue, check the LEDs on the rear panel to see if they are out of sync between rows A and B. If they are, the unit will need to come in for repair.
If successful, a command window should populate and a series of items will run on the screen. If unsuccessful, an error message will populate. If the latter occurs, the testing above did not remedy this behavior, signifying a greater underlying concern with the panel itself. Please consult a NewTek™ Support Specialist for further assistance. Be sure to include an overview of the actions already taken to troubleshoot this behavior, as to not duplicate efforts on your part. You can reach out via the methods listed in the link below:
https://www.newtek.com/support/get-support/
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