AJA I/O Box Not Recognized by Livebook; Missing Drivers

Potential Symptoms

  • Device Manager shows unknown device when using the supplied Thunderbolt to USB-C adapter.
  • Device Manager shows AJA IO4K SDI I/O under Other devices instead of under where it should be Sound, video and game controllers
  • Device Manager shows Multimedia Video Controller under Other devices instead of AJA IO4K SDI I/O under where it should be Sound, video and game controllers
  • Attached Thunderbolt Devices utility shows Thunderbolt Controller 1 Port 1 AJA Video Systems, Inc., io4K Connection Status: Connected and Power Mode: Self Power
  • Not able to change video format settings in the SportApp

Environment

  • Product Family: Software and Controllers
  • Product: Live Book SDI
  • Component:  AJA I/O box
  • Control System: Live Book

Cause

  • Missing/corrupt AJA I/O box drivers
  • or
  • AJA IO4K SDI I/O external box needs a firmware update

Resolution

  1. Downloaded and installed drivers from AJA.com
  2. Download and install AJA Software Installer vXX from https://www.aja.com/products/io-4k#support
  3. Run AJA Control Panel
  4. AJA Control Panel will prompt if a firmware update is necessary
  5. IMPORTANT NOTE BEFORE PROCEEDING: after firmware update is complete a power cycle of the physical external AJA IO4K SDI I/O box will be necessary. Do not proceed without someone by the equipment.
  6. Follow prompts from AJA Control Panel software for firmware update
  7. Power cycle when prompted then test

KB ID: 000019807


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