User Guide
Troubleshooting
Use the follow table for help if you are experiencing problems or unexpected behavior from your AV.io 4K.
Affecting all operating systems
| Symptom(s) | Action(s) to resolve |
| Frame rates lower than 30 fps at 4K resolutions |
1) Optimize performance by using an Intel USB host controller. 2) Use your application to change the color space you are using. At 4K resolutions, NV12 and I420 (4:2:0) are available at 15, 23.97, 24, 25, 29.97, or 30 fps, and YUY2 (4:2:2) is available at 5, 10, 15, or 20 fps. |
Affecting Windows
| Symptom(s) | Action(s) to resolve |
|
Incorrect input resolutions detected |
If using Windows 8.1 or 10 with VLC Media Player 2.2.1, downgrade to an earlier version of VLC or use a different capture application, such as Adobe FMLE. |
| Not able to capture UHD resolutions at 30 fps when using VLC | VLC does not support the NV12 (4:2:0) colorspace. 4K must be captured in either the YUY2 (4:2:2) colorspace, which will reduce the frame rate to 20 fps, or I420 (4:2:0) which will allow you to capture at speeds of up to 30 fps. |
| Captured video file displays black screen when opened. | If capturing on Windows 8.1 using Windows Movie Maker with your AV.io 4K connected to an Etron EJ188H USB 3.0/2/0 host controller, switch to a different capture application, connect to a different USB port, or upgrade to Windows 10. |
| Firmware update fails | If updating on a computer running Windows 8.1 or 10 with your AV.io 4K connected to an Etron 3.0 host controller, perform the firmware update on another computer (without an Etron USB host controller) or using another USB port on the same computer. Note that USB 2.0 can be used for firmware updates. |
Affecting Mac
| Symptom(s) | Action(s) to resolve |
| Recorded file does not have audio. | If using VLC Media Player 2.2.1, downgrade to an earlier version or use a different capture application, such as Quicktime. |
| Quicktime crashes when using a frame grabber to record video in MacOS 10.12 |
This issue is with the Operating System itself, and affects all brands of video grabbers. Quicktime is able to show a preview of the recording, but then sometimes crashes as soon as the recording starts. This problem can be circumvented by selecting the Maximum Quality Recording option in the Quicktime drop-down menu. |
Affecting Ubuntu
| Symptom(s) | Action(s) to resolve |
| Video cannot be resumed if stopped during a Skype call. | If capturing on Ubuntu 14.04 LTS with your AV.io 4K connected to an Etron EJ168A USB 3.0 controller, switch to a different USB port or simply avoid stopping the Skype call. If it is not possible to stop the Skype call or if it stops accidently, disconnect and reconnect the device. You may need to restart the video call. |
Affecting Chromebook
| Symptom(s) | Action(s) to resolve |
| AV.io 4K is not detected as a valid audio device. | If capturing using Chromebook Apps Clipchamp and WebRTC on Google Chrome OS v43.0.2357.125 (64 bit), use a different Chromebook app to capture both video and audio, such as Screencastify or MediaCore Capture. |
