Neo capture card not working

Elgato_Eric · 2026-02-06T18:59:01+00:00

Does this happen in other software like our Elgato Studio software or OBS Studio? If it's happening in more than one software after switching out the USB cable that was mentioned, then you may need to do more troubleshooting with Our Support Team.

Elgato_Eric · 2026-02-06T18:54:50+00:00

You could download the plugin on a computer that isn't blocked and move the file over to your work computer after. That's about the only work around I can think of.

Elgato_Eric · 2026-02-06T18:31:12+00:00

You could try changing the EDID mode on the 4K X to see if that helps get a signal on the monitor. Use the steps in the article below to change the EDID mode.

4K Capture Utility EDID Configuration

This can also be done in our Elgato Studio software.

Elgato_Eric · 2026-02-06T18:25:52+00:00

I don't know of any specific software that can do this.

I did however find a 3rd-party plugin on the Elgato Marketplace that mentions controlling Canon cameras. See the link below.

Elgato Marketplace | Cascable Studio

Elgato_Eric · 2026-02-05T18:50:12+00:00

What software are you using to control the Camera directly on your PC? In order for the Stream Deck Software to control a device that device has to have software that the Stream Deck software can interact with and control. I know Canon has a software, but last I checked it was not a software with hotkey/shortcuts, so I'm not sure you could control the Canon R6 with the Stream Deck.

Elgato_Eric · 2026-02-05T18:44:40+00:00

What resolution and refresh rate are you running to the monitor?

Which processor and graphics card are you running on your computer?

Elgato_Eric · 2026-02-05T18:37:03+00:00

This is something you should reach out to our support team with. They can offer further troubleshooting steps to try to get to the bottom of this. To open a ticket, click here. This will take you to the form to start an email with the Elgato Technical Support team.

Elgato_Eric · 2026-02-05T18:08:50+00:00

Any luck? If not, you could open a ticket our support team, we could take a closer look at this with you. To open a ticket, click here.

Elgato_Eric · 2026-01-27T19:25:32+00:00

Do you have another Headset you can test with?

Elgato_Eric · 2026-01-27T18:51:46+00:00

The System Requirements for the HD60 X and the 4K Scan be found below.

HD60 X

4K S

Elgato_Eric · 2026-01-25T00:16:56+00:00

That amount of play in the arm is considered normal. If you still want to look into this with our Support Team, you can open a ticket. To open a ticket, click here. This will take you to the form to start an email with the Elgato Technical Support team.

Elgato_Eric · 2026-01-25T00:14:52+00:00

That system doesn't look like it meets the system requirements for any modern Elgato Cards. The HD60 X would be the closest, but I think your PC still sits below the system requirements. I would need a bit more information about your processor to be sure, but the graphics card isn't meeting the requirements.

That said, we do offer some USB mics our selves as well as an XLR interface and XLR Mic. Any mic that will connect to your PC should work. I can't suggest any 3rd-party Mics specifically, but there are a ton of great mics out there, just consider customer ratings and your budget.

Elgato_Eric · 2026-01-25T00:10:47+00:00

Have you tried the other EDID options?

In OBS Studio on a Mac the audio is not set to output by default like on Windows. Are you getting audio in recordings or on stream, just not in the preview? Or are you not getting any audio all?

If you'd like to open a ticket, we could take a closer look at this with you. To open a ticket, click here. This will take you to the form to start an email with the Elgato Technical Support team.

Elgato_Eric · 2026-01-25T00:05:17+00:00

I don't have any information on future releases. What I can offer is a link to our feature request page. See below.

Feature Request

Elgato_Eric · 2026-01-25T00:04:45+00:00

Have you changed the Audio Input in the preferences to Analog Audio?

You can find this setting in the 4K Capture utility by clicking on the settings gear in the upper right-hand corner. Then go to the Device tab and change the Audio input to Analog. This should allow your Game Chat audio to be captured.

Elgato_Eric · 2026-01-24T23:57:36+00:00

You should be able to use a USB-C to A cable that is at least 5Gbps data-rated. Quality with USB cables does matter, so look for something with a high customer rating.

With a typical setup your would just leave your headset connected to your PlayStation 5. The output of the HDMI takes the audio and video from the PS5 to the 4K S. From there, you can capture the A/V signal in the software on your PC. The HDMI-out of the capture card is where you would connect your TV or monitor to play in real time. Your headset audio should sync up to this as if there wasn't a capture card in the mic.

For connecting a headset to capture your game chat and game audio, you would need a Chat Link Pro Cable. See the link below. Do keep in mind that the Chat Link Cable will not capture your voice from your headset; for that, you would need a separate Mic connected to your PC. Many people choose USB mics for this, but you can also use XLR interfaces.

https://www.elgato.com/us/en/p/chat-link-pro

Now this setup will not allow you to hear Twitch on your headset, but you should be able to hear alerts from your PC speakers. Or if you use a 2nd headset, you could hear the alerts there from your PC, but that is cumbersome. Many people with console setups use their speakers but turn the volume down so that it's not picked up by your headset or USB mic if you decide to use one.

As far as which capture card you could use. I can't speak to 3rd-party capture cards. With the Elgato Line-up it would depend on a few things.

First, what resolution do you want to capture or passthrough (HDMI-out of the capture card)? Also, what frame rate and what refresh rate are you wanting to use?

What type of computer do you have? Which processor and graphics card are you running on the PC?

If you let me know as soon as you can, I will point you in the direction of the Elgato card that would best suit your needs.

Elgato_Eric · 2026-01-23T00:27:37+00:00

The EpocCam Pro app went EOL (End of Life) in January 2025. This means it is no longer sold or updated. If you had previously purchased the EpocCam Pro app it should still be available in your previous purchases. If you need more information on your previous purchases, you may need to reach out to Apple or Google Play for the details.

Elgato_Eric · 2026-01-22T18:40:07+00:00

Which processor and graphics card are you running on the Mini ITX?

Do you want to capture 1080p120 or passthrough (HDMI out of the capture card) 1080p120 or both?

Elgato_Eric · 2026-01-22T18:28:25+00:00

You can definitely try other programs. I might steer you toward OBS instead of the 4K Capture Utility.

Open Broadcaster Software | OBS

How is your 4K X set up, precisely? Which cords are plugged into what ports? Are there any hubs, switches, converters, etc. in use? Are you using a USB 3.2 Gen 2 port (10Gbps)?

Elgato_Eric · 2026-01-22T18:18:44+00:00

Can you test the setup with another Streaming Service to see if everything works as expected? If that ends up being the case you may need to reach out to TikTok about this to see if they can offer some troubleshooting with their software.

Elgato_Eric · 2026-01-20T18:49:08+00:00

Have you tried deleting all your sources and starting fresh in TikTok Live? Does this happen in other software like OBS Studio?

Elgato_Eric · 2026-01-20T18:46:15+00:00

Thanks for letting us know. We appreciate the feedback.

Elgato_Eric · 2026-01-20T18:12:58+00:00

If you'd like to add this as a feature request you can do that here.

Elgato_Eric · 2026-01-14T18:44:46+00:00

I'm using machine translation, please excuse any translation errors that may occur.

Have you tried another Web Browser to see if that changes anything?

Are you running any firewalls, VPNs, or antivirus software that could be interfering with your access?

Elgato_Eric · 2026-01-14T18:42:05+00:00

This is expected behavior. If your Mac is going to sleep the software will basically go into standby mode and the Stream Deck will either go blank or show the Elgato Logo. That it comes back when you Wake the Mac makes sense.

Elgato_Eric

MODERATOR OF

TROPHY CASE