Issue: When Attempting to register or launch TriCaster 460, 410 or 3play 425 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:
-First, make sure you currently have the latest NewTek™ software installed on your device. You can exit to Windows and download/install the latest builds via the URL below:
-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
If an error message populates, please proceed in the article:
-If your device is still within the manufacturer’s warranty (one year from the initial registration of the device), please perform the steps listed under item #6 in the steps below, then consult a NewTek™ Support Specialist before troubleshooting further. You can reach out with your findings via the methods listed in the link below:
-If your device is outside of the manufacturers warranty timeframe, you can perform the preliminary troubleshooting steps below to attempt to remedy this behavior:
- Power off the device, then remove the top panel of the unit. There are two screws on the left and right side that can be removed and one (with threaded plastic) that can be loosened located just above the rear panel BNC connections please view attachment side screws
2. With the top panel removed, locate the riser card (see "Riser Top View" attached). Press down firmly but gently on the highlighted area.
3. Confirm the Riser Card is securely connected to the Rear I/O panel towards the rear of the unit. Please press the circled area to check for loose connections.
4. Confirm the cable is secure at the front of the Riser Card (see "Cable Connection" attached). Please press the circled area to check for loose connections.
5. Reconnect the device to power and test. When properly connected, you should see activity in the LEDs nested under the Nvidia graphics card - Keep in mind not all lights are expected to be active - (see "LEDs" attached).
6. Launch the device and perform the following from the Windows Desktop
Click the Magnfiying Glass on the bottom left of the screen
Search for "File Explorer" and launch the Desktop Application that populates
Click "Local Disk (C:)" on the left hand side of the window
Select the folders below in the order they appear:3play units will display the 3Play folder first please skip to that part of the process. see attachment program files folder or see attachment 3play
The next folder to choose is Named "NewTek" please see attachment NewTek
For TriCaster the next steps is selecting the folder "TriCaster" see attachment TriCaster
Following this please select the folder named "Drivers".see attachment Drivers
Then select the folder named "WDF".see attachment WDF
then select the folder named "Core".see attachment Core
Locate and open the file entitled "UpdateForce_SHUTDOWN".
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: