Epiphan DVI2USB 3.0

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#1

The epiphan DVI 2 USB 3.0 does not get recognized on my W10 64bit but is working on my Laptop with Windows 7 any idea how to fix. Its always on red


#2

There are a few possibilities as to why this behavior is occurring.

  1. The drivers must be installed on the local Admin account of the computer. If by chance the drivers were installed on a domain account of the Win10 system, the drivers would never fully install and the device would not be recognized.
  • If this is the case, you will need to disconnect the device, uninstall the drivers, log into the local admin account and install the drivers.
  1. USB power and bandwidth directly impact device behavior. DVI2USB 3.0 is designed to utilize 100% of the USB bandwidth on the USB buss. If you have multiple capture devices or USB devices sharing that same USB buss, it can cause power and bandwidth issues, which can cause the device to not be recognized.
  • Ensure that the DVI2USB 3.0 is connected to a USB 3.0 port on the computer directly using the provided 1m cable. If your device is connected to a USB hub, ensure it is a powered hub, and for testing purposes, that it is the only device connected.
  1. Outdated drivers can also cause issues with device detection. Ensure that your USB chipset drivers and BIOS are up to date. We have seen in some cases where outdated drivers and/or BIOS prevent proper device recognition into the system.
  • verify BIOS settings and ensure they are up to day
  • verify Chipset drivers to ensure your host system USB controller is up to date
  1. USB and Power settings. If you’re using a small form factor system, the default may not provide enough consistent power to the USB ports to power DVI2USB 3.0
  • Within control panel, ensure your power settings are set to high-performance mode. If you’re using a laptop, connect the AC power to ensure throttling is not occurring on the mobile setup. Test with a powered USB hub between DVI2USB 3.0 and the computer if using a tablet-style system such as a Surface or Surface Pro.
  • Verify that USB suspend settings have been disabled; under Change plan settings > Change advanced power settings set USB settings > USB selective suspend setting to Disabled and PCI Express > Link State Power Management to Off

Because the behavior is only occurring on one system and not all systems, it is isolated as an environmental issue. This is good because it rules out hardware related issues at the very least!

If the issue is still persisting, while we are limited with troubleshooting with environmental factors, please reach out to us at info@epiphan.com so that we may continue to assist in troubleshooting the issue.