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Is the Support Request (web form) working?
Friends: Last Monday I filled out a Support Request on the web page and I haven’t had a response as of a week later. My problem concerns an intermittent weak/lost connection of the multiconnector (from the fan-out) that plugs into the Decklink Extreme card on my Mac Quad Core G5. When capturing from a Beta SP deck, my JVC video monitor will frequently show a dim capture or a reddish tint and dim capture. The tape being captured does not have diminished quality at these points. (Playback of the captured video is, in fact, dark and/or reddish). I can slip my hand behind the G5 and move the multi-connection plug and see the video being captured return to normal. There is no stress on the connection. The cable fan-out isn’t pulling on or stressing this connection at all. I devised a way to support the cable a few inches from the connector so that it extends directly out the back of the G5 with no downward or sideways pull for sure. For a day or two it works okay, but eventually the same dim captures return. Lightly touching the multiconnector returns the capture to normal.
I was doing an audio-only capture in Final Cut Pro last week and noticed the video on the computer monitor capture window went dark a couple of times. Consistent with losing the video image (I was not capturing any video) I lost the audio at those same moments. I attribute this dropped audio signal to a poor connection at the back of the Decklink Extreme card. The card is about 22 months old. This problem has been taking place for six months, but I’ve lived with it. It has gotten to be more of a problem now and I need to resolve it.
Thanks, guys. You are the best–and you are the reason that I keep coming back to Blackmagic Design when it is time to buy.
Greg Golden
gr*********@*****il.com -
1 Reply
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Hi Greg,
Sounds like you need a replacement cable. I’m not sure they have not responded yet but I’ve pinged them about this thread so that they will take note.
regards
Kristian Lam
Blackmagic Design
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