Sehr geehrte Frau Gehrke, ich habe von Ihnen (myhoppi) am 31. März 2023 in eBay Bestellung 22-09882-16275 den Artikel "Elgato Game Capture 4K60 S+ Black externe Videokarte USB 3.0" erstanden. Der Artikel ist defekt. Da es allerdings schwer ist genau diesen Artikel anderweitig zu bekommen, habe ich versucht Hilfe vom Hersteller zu bekommen. Der komplette E-Mail Verlauf mit dem Hersteller hängt an. Leider wurde mir ein Austausch verwehrt, weil Sie kein "authorized Seller" für Elgato Produkte sind. Sie hätten mir dieses Produkt also nicht verkaufen dürfen. Ich möchte daher, dass sie das Produkt zurück nehmen und mir den Kaufpreis erstatten. Altarnativ können Sie es durch ein funktionstüchtiges Produkt ersetzen, oder Elgato davon überzeugen meinen Garantieanspruch zu erfüllen. Mit freundlichen Grüßen, Stefan Hagen ----- Forwarded message from Elgato Support ----- To: Stefan Hagen Subject: [Corsair] Re: No Signal / Status LED blink code: short, short, long Reply-To: Elgato Support X-Mailer: Zendesk Mailer Message-ID: ##- Please type your reply above this line -## Your request (2006064218) has been updated. To add additional comments, reply to this email. ---------------------------------------------- Beckie Welch, Apr 29, 2023, 08:13 PDT Hello Stefan, I sincerely apologize but based on our policy, we are unable to process a warranty exchange if you purchased a device through a third party. If you want more info on our warranty policy, feel free to visit the following link - https://help.elgato.com/hc/en-us/articles/360027964252-Warranty-info-for-CORSAIR-and-Elgato-Gaming Under the "Place of Purchase" Category in our warranty policy, it states - "Our warranty only covers new-in-sealed-box products purchased from an authorized seller (like Best Buy, Saturn, Amazon, etc.). Items purchased from individuals through any channel are not covered under the warranty." Therefore, based on these terms, I won't be able to approve for your device to be exchanged under our warranty. What I can offer is a 15% discount code for our online store to help you replace the device. Just let me know if that would be useful to you. Best Regards, Beckie W. Elgato Technical Support ---------------------------------------------- Stefan Hagen, Apr 29, 2023, 04:24 PDT Hello, My Hoppi is using ebay as a platform. It's a registered business with VAT ID: DE 815745854 Owner: Natalie Gehrke Address: Sängergasse 3, 31319 Sehnde, Germany Phone: +49 15757559710 Mail: ndg[at]hotmail.de Ebay Page: https://www.ebay.com/usr/myhoppi I hope that helps. Best Regards, Stefan Elgato Support wrote (2023-04-28 21:53 CEST): ---------------------------------------------- Beckie Welch, Apr 28, 2023, 12:53 PDT Hey Stefan, My name is Beckie and I am with the Customer Service team here at Elgato. As it turns out, we were not able t verify My Hoppi Inf as a certified retailer. Could you provide a link to their online store? I look forward to your reply, Beckie W. Elgato Technical Support ---------------------------------------------- Stefan Hagen, Apr 28, 2023, 03:26 PDT Hello, It's over two weeks now and I haven't heard anything from the customer service team. Would it be possible to remind them again about this case? Best Regards, Stefan Hagen Elgato Support wrote (2023-04-11 16:36 CEST): ---------------------------------------------- IosifA, Apr 11, 2023, 07:36 PDT Hello Stefan, Thank you for getting back to us with that information. I am going to send your case up to my Customer Service team who should be able to assist you from here. Our current response time for escalations is 1-3 business days. We apologize in advance for any inconvenience this may cause and would like to reassure you that your case will be handled with the utmost priority as soon as we are able. We appreciate your understanding during this time. Best Regards Iosif Avramidis Elgato Gaming Technical Support ---------------------------------------------- Stefan Hagen, Apr 11, 2023, 07:33 PDT Hello, unfortunately there was no change after reformatting the card. The device created the usual Elgato directories, but it still keeps flashing the short - short - long code. Here are the details you asked for: Full Name: Stefan Hagen Phone Number: +4917664292517 Shipping Address: Gustav-Stresemann-Weg 1 68766 Hockenheim Baden-Württemberg, Germany Model Number: 20GAP9901 Serial Number: HX38J1A01259 Proof of purchase: I attached the invoice to this email Thank you and best regards, Stefan Hagen Elgato Support wrote (2023-04-11 13:44 CEST): Attachment(s): Invoice-Elgato4K60S-202326475-29430.pdf - https://help.elgato.com/attachments/token/fwx0mQGItEkvIsllgmANS4Vbx/?name=Invoice-Elgato4K60S-202326475-29430.pdf ---------------------------------------------- IosifA, Apr 11, 2023, 04:44 PDT Hello Stefan, Thank you for your feedback and for the provided information. Please back up your sensitive data (e.g. documents, video and audio recordings) if they are currently stored on the SD card. Then delete the content from your SD card or format it and reconnect SD card to the Elgato Game Capture 4K60 S+. If there are still no improvements, we unfortunately cannot rule out a hardware problem. I will need to move your case over to our Customer Service team to discuss warranty options. In order to expedite this process please provide us with the information requested below. 1. Full name for shipping purposes. 2. Phone number for shipping purposes. 3. Shipping address. 4. Model number located on the Elgato product. This is located on the bottom of the Elgato Product. 5. Receipt or proof of purchase. Please provide a screenshot or PDF of the receipt. Once we have this information, we will be able to get your case over to our Customer Service team who will be able to assist you from there. Best Regards Iosif Avramidis Elgato Gaming Technical Support ---------------------------------------------- Stefan Hagen, Apr 11, 2023, 04:37 PDT Hello, I want to add something to my last email. I saw that there are "fwtrace.log" files written to the Elgato/Log directory on the SD card. There are multiple files, but they contain the same content. Maybe this is useful to you... Best Regards, Stefan [0:00:01:511] [TID: 7fa06ed000] INFO [env] [0:00:01:512] [TID: 7fa06ed000] INFO [env] ============================================================ [0:00:01:512] [TID: 7fa06ed000] INFO [env] # ENVIRONMENT [0:00:01:512] [TID: 7fa06ed000] INFO [env] # EGC env_flags includes ENV_FLAG_USB_STANDBY_ALLOWED [0:00:01:512] [TID: 7fa06ed000] INFO [env] ------------------------------------------------------------ [0:00:01:513] [TID: 7fa06ed000] INFO [env] env: egc_head : d3397feb93d38c5664847698f434b959c9e485ce [0:00:01:513] [TID: 7fa06ed000] INFO [env] egc_delay_msec : 0 [0:00:01:513] [TID: 7fa06ed000] INFO [env] egc_video : 2 [0:00:01:513] [TID: 7fa06ed000] INFO [env] egc_dev : /dev/mmcblk0p1 [0:00:01:514] [TID: 7fa06ed000] INFO [env] egc_mnt : /mnt/SD [0:00:01:514] [TID: 7fa06ed000] INFO [env] egc_run : /var/run [0:00:01:514] [TID: 7fa06ed000] INFO [env] env_video_split_after : 0 [0:00:01:514] [TID: 7fa06ed000] INFO [env] env_queue_limit : 192 MB [0:00:01:514] [TID: 7fa06ed000] INFO [env] env_buffer_size : 2 MB [0:00:01:514] [TID: 7fa06ed000] INFO [env] env_aac_profile : 128 [0:00:01:514] [TID: 7fa06ed000] INFO [env] env_aac_kbitrate : 160 kbps [0:00:01:514] [TID: 7fa06ed000] INFO [env] env_play_packets : 0 [0:00:01:515] [TID: 7fa06ed000] INFO [env] env_muxing_idr_count : 0 [0:00:01:515] [TID: 7fa06ed000] INFO [env] env_loop_duration : 30.000 s [0:00:01:515] [TID: 7fa06ed000] INFO [env] env_long_press_duration : 3.000 s [0:00:01:516] [TID: 7fa06ed000] INFO [env] env_standby_wait_duration : 900.000 s [0:00:01:516] [TID: 7fa06ed000] INFO [env] env_has_hdr_wait_duration : 2.500 s [0:00:01:516] [TID: 7fa06ed000] INFO [env] env_edid_mode_before_set_edid : 2 [0:00:01:516] [TID: 7fa06ed000] INFO [env] env_edid_mode_delay_duration : 0.000 s [0:00:01:516] [TID: 7fa06ed000] INFO [env] env_space_available : 0 [0:00:01:516] [TID: 7fa06ed000] INFO [env] env_max_file_size : 0 [0:00:01:516] [TID: 7fa06ed000] INFO [env] env_flags : 0x1440 [0:00:01:517] [TID: 7fa06ed000] INFO [env] ============================================================ [0:00:01:517] [TID: 7fa06ed000] INFO [env] [0:00:03:674] [TID: 7f9d1fd990] INFO! [DAEMON] ============================================================ [0:00:03:674] [TID: 7f9d1fd990] INFO! [DAEMON] SD CARD SETTINGS [0:00:03:674] [TID: 7f9d1fd990] INFO! [DAEMON] ------------------------------------------------------------ [0:00:03:675] [TID: 7f9d1fd990] INFO! [DAEMON] SETTINGS: VERSION = 4 [0:00:03:675] [TID: 7f9d1fd990] INFO! [DAEMON] ------------------------------------------------------------ [0:00:03:675] [TID: 7f9d1fd990] INFO! [DAEMON] SETTINGS: EGC_DEBUG = 0 [0:00:03:675] [TID: 7f9d1fd990] INFO! [DAEMON] SETTINGS: EGC_CONTAINER = 7 [0:00:03:675] [TID: 7f9d1fd990] INFO! [DAEMON] SETTINGS: EGC_CONTAINER_FAT32 = 1 [0:00:03:675] [TID: 7f9d1fd990] INFO! [DAEMON] SETTINGS: EGC_VIDEO_ENCODER = 0 [0:00:03:676] [TID: 7f9d1fd990] INFO! [DAEMON] SETTINGS: EGC_PROFILE / EGC_LEVEL = 0 / 41 [0:00:03:676] [TID: 7f9d1fd990] INFO! [DAEMON] SETTINGS: EGC_ENTROPY = 1 [0:00:03:676] [TID: 7f9d1fd990] INFO! [DAEMON] SETTINGS: EGC_MODE = 1 [0:00:03:676] [TID: 7f9d1fd990] INFO! [DAEMON] SETTINGS: EGC_QUALITY = 10000 [0:00:03:676] [TID: 7f9d1fd990] INFO! [DAEMON] SETTINGS: EGC_MAX_KBITRATE = 80000 [0:00:03:676] [TID: 7f9d1fd990] INFO! [DAEMON] SETTINGS: EGC_MAX_KBITRATE_2160/1440/1080/720 = 80000 / 70000 / 60000 / 40000 [0:00:03:676] [TID: 7f9d1fd990] INFO! [DAEMON] SETTINGS: EGC_BIT_COUNT = 10 bit [0:00:03:676] [TID: 7f9d1fd990] INFO! [DAEMON] SETTINGS: EGC_WIDTH/EGC_HEIGHT = 0x0 [0:00:03:677] [TID: 7f9d1fd990] INFO! [DAEMON] SETTINGS: EGC_MAX_WIDTH/EGC_MAX_HEIGHT = 3840x2160 [0:00:03:677] [TID: 7f9d1fd990] INFO! [DAEMON] SETTINGS: EGC_GOP_N = 15 [0:00:03:677] [TID: 7f9d1fd990] INFO! [DAEMON] SETTINGS: EGC_AUDIO_INPUT = 3 [0:00:03:677] [TID: 7f9d1fd990] INFO! [DAEMON] SETTINGS: EGC_AUDIO_VOLUME = 176 [0:00:03:677] [TID: 7f9d1fd990] INFO! [DAEMON] SETTINGS: EGC_DRIFTFIX_INTERVAL = 1800 [0:00:03:677] [TID: 7f9d1fd990] INFO! [DAEMON] SETTINGS: EGC_EDID_MODE = 2 [0:00:03:677] [TID: 7f9d1fd990] INFO! [DAEMON] ------------------------------------------------------------ [0:00:03:678] [TID: 7f9d1fd990] INFO! [DAEMON] DETECTED: Video size = 3840x2160 [0:00:03:678] [TID: 7f9d1fd990] INFO! [DAEMON] DETECTED: Video frame rate = 60000/1001 [0:00:03:678] [TID: 7f9d1fd990] INFO! [DAEMON] DETECTED: Video Interlaced / HDR = 0/1 [0:00:03:678] [TID: 7f9d1fd990] INFO! [DAEMON] DETECTED: Audio = 2 ch. / 16bits / 48000 Hz [0:00:03:678] [TID: 7f9d1fd990] INFO! [DAEMON] ============================================================ [0:00:03:678] [TID: 7f9d1fd990] INFO! [DAEMON] [0:00:04:270] [TID: 7f9d1fd990] INFO! [H2SOC] [0:00:04:271] [TID: 7f9d1fd990] INFO! [H2SOC] ------------------------------------------------------------------------------- [0:00:04:271] [TID: 7f9d1fd990] INFO! [H2SOC] setup_sd() - ID 0x5C Internal [0:00:04:271] [TID: 7f9d1fd990] INFO! [H2SOC] ------------------------------------------------------------------------------- [0:00:04:271] [TID: 7f9d1fd990] INFO! [H2SOC] Monitor name : 4K60 S+ [0:00:04:271] [TID: 7f9d1fd990] INFO! [H2SOC] Manufacturer : Elgato [0:00:04:271] [TID: 7f9d1fd990] INFO! [H2SOC] Product Code : 0x0068 (104) [0:00:04:271] [TID: 7f9d1fd990] INFO! [H2SOC] Serial Number : 0x00000000 (0) [0:00:04:272] [TID: 7f9d1fd990] INFO! [H2SOC] Week/year : 20/2020 [0:00:04:272] [TID: 7f9d1fd990] INFO! [H2SOC] EDID version : 1.3 [0:00:04:272] [TID: 7f9d1fd990] INFO! [H2SOC] VESA Check Sum: 0x89 (calculated 0x89) [0:00:04:272] [TID: 7f9d1fd990] INFO! [H2SOC] CTA Check Sum : 0x67 (calculated 0x67) [0:00:04:272] [TID: 7f9d1fd990] INFO! [H2SOC] ------------------------------------------------------------------------------- [0:00:04:272] [TID: 7f9d1fd990] INFO! [H2SOC] HDMI 2.0 VSDB : Present [0:00:04:272] [TID: 7f9d1fd990] INFO! [H2SOC] HDR Extension : --- [0:00:04:273] [TID: 7f9d1fd990] INFO! [H2SOC] Block 2 - VIDEO_DATA (17 bytes at pos 132) [0:00:04:273] [TID: 7f9d1fd990] INFO! [H2SOC] Block 1 - AUDIO_DATA ( 3 bytes at pos 150) [0:00:04:273] [TID: 7f9d1fd990] INFO! [H2SOC] Block 4 - SPEAKER_ALLOCATION_DATA ( 3 bytes at pos 154) [0:00:04:273] [TID: 7f9d1fd990] INFO! [H2SOC] Block 3 - VENDOR_SPECIFIC_DATA (14 bytes at pos 158) [0:00:04:273] [TID: 7f9d1fd990] INFO! [H2SOC] Block 3 - VENDOR_SPECIFIC_DATA ( 7 bytes at pos 173) [0:00:04:273] [TID: 7f9d1fd990] INFO! [H2SOC] Ext. block 15 - YCBCR_420_CAP_MAP_DATA ( 3 bytes at pos 181) [0:00:04:273] [TID: 7f9d1fd990] INFO! [H2SOC] ------------------------------------------------------------------------------- [0:00:04:273] [TID: 7f9d1fd990] INFO! [H2SOC] 0x00 0xff 0xff 0xff 0xff 0xff 0xff 0x00 0x14 0xe1 0x68 0x00 0x00 0x00 0x00 0x00 [0:00:04:274] [TID: 7f9d1fd990] INFO! [H2SOC] 0x14 0x1e 0x01 0x03 0x80 0x60 0x36 0x78 0x0a 0xda 0xff 0xa3 0x58 0x4a 0xa2 0x29 [0:00:04:274] [TID: 7f9d1fd990] INFO! [H2SOC] 0x17 0x49 0x4b 0xa5 0x8f 0x00 0xd1 0xfc 0x01 0x01 0x01 0x01 0x01 0x01 0x01 0x01 [0:00:04:274] [TID: 7f9d1fd990] INFO! [H2SOC] 0x01 0x01 0x01 0x01 0x01 0x01 0x08 0xe8 0x00 0x30 0xf2 0x70 0x5a 0x80 0xb0 0x58 [0:00:04:274] [TID: 7f9d1fd990] INFO! [H2SOC] 0x8a 0x00 0xc0 0x1c 0x32 0x00 0x00 0x1e 0x00 0x00 0x00 0x10 0x00 0x00 0x00 0x00 [0:00:04:274] [TID: 7f9d1fd990] INFO! [H2SOC] 0x00 0x00 0x00 0x00 0x00 0x00 0x00 0x00 0x00 0x00 0x00 0x00 0x00 0xfc 0x00 0x34 [0:00:04:274] [TID: 7f9d1fd990] INFO! [H2SOC] 0x4b 0x36 0x30 0x20 0x53 0x2b 0x0a 0x20 0x20 0x20 0x20 0x20 0x00 0x00 0x00 0xfd [0:00:04:274] [TID: 7f9d1fd990] INFO! [H2SOC] 0x00 0x17 0x92 0x0f 0xa0 0x3c 0x00 0x0a 0x20 0x20 0x20 0x20 0x20 0x20 0x01 0x89 [0:00:04:275] [TID: 7f9d1fd990] INFO! [H2SOC] 0x02 0x03 0x39 0xf2 0x51 0x90 0x61 0x04 0x03 0x02 0x01 0x60 0x1f 0x13 0x12 0x11 [0:00:04:275] [TID: 7f9d1fd990] INFO! [H2SOC] 0x5f 0x5e 0x5d 0x22 0x21 0x20 0x23 0x09 0x07 0x07 0x83 0x01 0x00 0x00 0x6e 0x03 [0:00:04:275] [TID: 7f9d1fd990] INFO! [H2SOC] 0x0c 0x00 0x10 0x00 0x38 0x3c 0x20 0x00 0x80 0x01 0x02 0x03 0x04 0x67 0xd8 0x5d [0:00:04:608] [TID: 7f9d1fd990] INFO! [H2SOC] 0xc4 0x01 0x78 0x80 0x03 0xe3 0x0f 0x42 0x38 0x56 0x5e 0x00 0xa0 0xa0 0xa0 0x29 [0:00:04:608] [TID: 7f9d1fd990] INFO! [H2SOC] 0x50 0x30 0x20 0x35 0x00 0xc0 0x1c 0x32 0x00 0x00 0x1a 0x00 0x00 0x00 0x00 0x00 [0:00:04:608] [TID: 7f9d1fd990] INFO! [H2SOC] 0x00 0x00 0x00 0x00 0x00 0x00 0x00 0x00 0x00 0x00 0x00 0x00 0x00 0x00 0x00 0x00 [0:00:04:608] [TID: 7f9d1fd990] INFO! [H2SOC] 0x00 0x00 0x00 0x00 0x00 0x00 0x00 0x00 0x00 0x00 0x00 0x00 0x00 0x00 0x00 0x00 [0:00:04:609] [TID: 7f9d1fd990] INFO! [H2SOC] 0x00 0x00 0x00 0x00 0x00 0x00 0x00 0x00 0x00 0x00 0x00 0x00 0x00 0x00 0x00 0x67 [0:00:04:609] [TID: 7f9d1fd990] INFO! [H2SOC] ------------------------------------------------------------------------------- [0:00:04:609] [TID: 7f9fdfd990] INFO [H2SOC] READ SINK EDID... (mHDMILinkState = 3 -> monitor connected) [0:00:04:842] [TID: 7f9d1fd990] ERROR [H2SOC] setup_sd() - ID 0x62 Monitor: Invalid EDID [0:00:04:848] [TID: 7f9fdfd990] INFO [H2SOC] READ MERGE EDID... (mHDMILinkState = 3 -> monitor connected [0:00:05:081] [TID: 7f9d1fd990] ERROR [H2SOC] setup_sd() - ID 0x63 Merged: Invalid EDID Elgato Support wrote (2023-04-11 13:25 CEST): ---------------------------------------------- Stefan Hagen, Apr 11, 2023, 04:24 PDT Hello, thank you for the instructions to update the firmware parts. I followed your instructions and updated the both firmwares with only the power cable connected. On the SD Card, I see now Firmware.001 and Firmware.002 folders. In the 4K Capture Utility, the Firmware Version reads: "0.40 (MCU: 20.08.07 / FPGA: 19.10.17)" Unfortunately I don't see a change in behavior. Video Input still shows "No Signal". I tried multiple signal sources and HDMI cables (again). If I read upgrade.sh correctly, I would be missing edid.bin and spi.bin in order to fully reset everything, right? Best Regards, Stefan Elgato Support wrote (2023-04-11 11:39 CEST): ---------------------------------------------- IosifA, Apr 11, 2023, 02:39 PDT Hello Stefan, Do not worry about the delayed response. Thank you for the provided Supportinfo file. Please try the following steps which might be helpful: # **How to update MCU firmware** - Prepare an SD card - Unpack the firmware archive (.rar) to your PC **-> UB5H0_20200807_MCU** - https://corsair-my.sharepoint.com/:u:/p/iosif_avramidis/EV8cCKWsYEdKqPLgTfSE2bYBwWSxDXcWRp7qbfSjh9oZog?e=adBTj5 - Copy contents of the firmware archive (.zip) to the folder Elgato\Firmware on the SD card ![](https://corsair.zendesk.com/attachments/token/ydCPRm5z1z4OEYisX03NL2lVy/?name=Screenshot+%287%29.png) - Unplug all cables from the 4K60 S+ - Insert the SD card into the 4K60 S+ - Connect “POWER” of the 4K60 S+. The device will now boot and then update the firmware on the device. While the update is in progress the small red status LED is blinking quickly. - Wait approx. 4 minutes until the small status LED blinks regularly again (short - short - long for “No signal”) - Check that firmware update was successful - a. Check SD card: Insert the SD card in to your PC. The folder Elgato\Firmware should now be renamed to Elgato\Firmware.001 - b. Check firmware version: Connect the 4K60 S+ to your PC via the “USB” jack of the 4K60 S+. Start Elgato’s 4KCapture Utility software. Open Settings → Device and check the Firmware String. The MCU firmware version is shown here. # **How to update RootFS firmware** - Prepare an SD card - Unpack the firmware archive (.zip) to your PC **-> Firmware_RootFS_0.40b2_d3397feb** - https://corsair-my.sharepoint.com/:u:/p/iosif_avramidis/EXozZ2fIx6ZJrCPAKQi7vvcBwTf2opcucb8P92ICfXQklA?e=rj1fR7 - Copy contents of the firmware archive (.zip) to the folder Elgato\Firmware on the SD card ![](https://corsair.zendesk.com/attachments/token/ydCPRm5z1z4OEYisX03NL2lVy/?name=Screenshot+%287%29.png) - Unplug all cables from the 4K60 S+ - Insert the SD card into the 4K60 S+ - Connect “POWER” of the 4K60 S+. The device will now boot and then update the firmware on the device. While the update is in progress the small red status LED is blinking quickly. - Wait approx. 4 minutes until the small status LED blinks regularly again (short - short - long for “No signal”) - Check that firmware update was successful - a. Check SD card: Insert the SD card in to your PC. The folder Elgato\Firmware should now be renamed to Elgato\Firmware.001 - b. Check firmware version: Connect the 4K60 S+ to your PC via the “USB” jack of the 4K60 S+. Start Elgato’s 4KCapture Utility software. Open Settings → Device and check the Firmware String. The rootfs firmware version is shown here. (Example: 0.40) Any improvements? Best Regards Iosif Avramidis Elgato Gaming Technical Support ---------------------------------------------- Stefan Hagen, Apr 7, 2023, 08:25 PDT Hello, please apologize the delay. It was a bit hectic at work before easter. Please find the SupportInfo.zip file attached. Best Regards, Stefan Hagen Elgato Support wrote (2023-04-07 14:01 CEST): Attachment(s): SupportInfo.zip - https://help.elgato.com/attachments/token/Dl6qK6LbFdx9CDMYpHVVmTXTT/?name=SupportInfo.zip ---------------------------------------------- IosifA, Apr 4, 2023, 04:00 PDT Hello Stefan, Thank you for contacting the Elgato Gaming Support. We are sorry to hear that you are having issues with the video signal. In order to better assist you, please send us info about your PC's setup via our Elgato Windows Reporter utility: https://help.elgato.com/hc/en-us/articles/360027964592-How-do-I-use-the-Elgato-Windows-Reporter-utility- Connect your Elgato Device to the computer before running this Utility. System information and trace logs from your Elgato software will be collected, which will better help us understand your issue. A "SupportInfo.zip" file will appear on your Desktop. Please attach this ZIP file to your next e-mail reply to us. If you experience any issues attaching the ZIP file to your e-mail, please upload using this alternative link: https://edge.elgato.com/support-upload.html You will need to reference your case number 2006064218 in the description so that we know which case the files belong to. EXTREMELY IMPORTANT: After uploading the files, reply to this e-mail and let us know they have been uploaded. If you do not email again, we will not receive any notification that the files have been uploaded, and your case will not progress further. Best Regards Iosif Avramidis Elgato Gaming Technical Support ---------------------------------------------- Stefan Hagen, Apr 3, 2023, 00:07 PDT Good Morning, I got an Elgato 4K60 S+ device. My intended use is the standalone capture mode for 1080p and 4k input sources. However, the device never worked. Setup: Original Power Supply connected to the USB-C connector on the Device labeled "Power". Plugged in an SD Card: Sandisk Extreme PRO (V30, U3, Class 10, 256MB) Plugged in a 8k HMDI 2.1 Cable in the HDMI Connected labeled with "IN" and plugged in the other side on my computer. The status led is blinking: short short long. Once a computer is connected, the status led lights up blue. I have never seen any other LED light up. I tried 3 different HDMI Cables (including the original ones) I tried Windows 11, MacOS, OpenBSD, Linux, PS5 as HDMI input. No change. OpenBSD reports "[drm] *ERROR* No EDID read.". The device is not recognized as additional screen in any of the Operating Systems. Elgato Capture on Windows shows "No Signal". I tried updating the firmware, which was successful and now shows up as MCU 20.08.07, FPGA: 19.10.17 I reformatted the SD Card and tried exFat and Fat32. I tried the internal EDID option as well as the external one with a 1080p and a 4k screen attached. Neigher screen supported more than 60Hz. Den Support Artikel "Elgato Game Capture 4K60 S+ - No Signal / USB 3 Troubleshooting" bin ich bereits durchgegangen. Unfortunately google is full with people having the same issue. So I assume you already know about it. The question is: Do you have a solution? Can I help in finding one? Is there a debug mode or some way to find out what exactly the device is complaining about? Anyway - I'm happy for any clue. Best Regards, Stefan Hagen -------------------------------- This email is a service from Elgato.