User Guide
Troubleshooting
Use the follow table for help if you are experiencing problems or unexpected behavior from your AV.io HD+.
| Symptom(s) | Action(s) to resolve |
| Device not detected after interrupted firmware update | (Windows only) When in the config tool press F12 to enter firmware recovery mode, then select a firmware file and click update to forcibly reflash the capture card. |
| Applications cannot open the capture card when a custom UVC mode is set | Please make sure that the card is connected via USB 3.0 for all modes to be valid; only low frame rate modes are valid when connecting via USB 2.0 |
| Symptom(s) | Action(s) to resolve |
| 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. | |
| Captured video file displays black screen when opened. | If capturing on Windows 8.1 using Windows Movie Maker with your AV.io HD+ 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 HD+ 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. |
| 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 |
| 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 HD+ 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. |
| Symptom(s) | Action(s) to resolve |
| AV.io HD+ 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. |
