What should I do if my USB capture device cannot be found?

1. Check whether the device appears in Device Manager (Windows) / USB Device Tree (macOS).
Windows: device manager >sound, video, and game controller
macOS: settings > about >System report > USB

2. Try connecting the device directly to a different USB 3.0 port without using an adapter.
If you plug it into the front panel of your PC, it may cause issues due to insufficient power supply.

3. Optimizing USB 3.x Performance

- Bandwidth

There could be bandwidth issues if too many devices are connected to the same internal USB hub or controller. Disconnecting other devices or connecting them to different ports can help.

- USB Controller Drivers

Make sure to install latest drivers provided by your motherboard or notebook manufacturer for the USB 3.x controller. This will ensure that AVerMedia Capture Device able to connect, and has the best possible performance.

Alternatively, install the latest drivers provided by the USB 3.x controller's chipset vendor (Intel, AMD, Renesas ...etc). We recommend to install these latest drivers from the manufacturers. If issue persists, we recommend you connect USB3.0 into Intel native host controller.

4. Check the USB 3.0 hub power management settings.
Make sure “Allow the computer to turn off this device to save power” is disabled.

5. Power options in Windows OS
Please select “High Performance” instead of “Power Saver.”

If the device appears in Device Manager but cannot be selected in the software, please check whether Camera access is enabled in Windows Privacy & Security settings. If camera access is disabled, enable it and reconnect the device.