TriCaster 40, Studio, Duo, Broadcast, Pro - "Hardware Not Functioning Properly"
Issue: When launching the TriCaster 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 unit.
Steps to Troubleshoot:
-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.
-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:
https://www.newtek.com/downloads/
-Launch the device and perform the following from the Windows Desktop:
-
- 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: C:\TriCaster\Drivers\WDF\Core\UpdateForce_SHUTDOWN.bat
If an error message populates yet, move forward 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:
https://www.newtek.com/support/get-support/
-If your device is outside of the manufacturer’s warranty timeframe, you can perform the preliminary troubleshooting steps below to attempt to remedy this behavior:
- Power off the device, then remove the cover. There are three screws at the back of the unit pictured below:
- With the case removed, locate the riser card input cable. Press the cable in firmly but gently on the highlighted area.
- Confirm the Riser Card is securely connected to the mainboard towards the rear of the unit and the other end of the cable is connected firmly to the card.
- 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.
- Launch the device and perform the following from the Windows Desktop:
- 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: C:\TriCaster\Drivers\WDF\Core\UpdateForce_SHUTDOWN.bat
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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