Genlock means using an external sync generator, also known as a blackburst generator or black generator. It creates a video sync pulse that locks the deck & your capture card together. Without it, you need to set both of them to lock to the incoming video signal, and if there’s any kind problem with the tape you’re digitizing or the file you’re laying off, it can cause these & other problems.
That’s not to say your black frames are definitely being caused by lack of genlock, but it’s one thing to check.
The fact that it’s only on tapes from one client is interesting, though. Find out if they’re using recycled tapes. Also, do you have other technical problems with their tapes? Are their audio or video levels to hot? Do they have other weird artifacts in their video?
If you want to get a synch generator, the best option right now is either an AJA Gen10 or a Black Magic sync generator. Both will do either HD or SD at any standard frame rate. The AJA is around $400, the BMD is around $300. A Horita, which would be only SD PAL or SD NTSC would run your around $250, any other HD generator would probably be $1k or more.
Arnie
Post production is not an afterthought!
https://www.arniepix.com/