Status Messages - Knowledgebase Articles

Status Message: No capture devices found

If you see a message in Elgato Game Capture HD that "No capture devices found", then Elgato Game Capture HD software can't fully communicate with the Elgato Game Capture HD hardware. This could be an issue with the USB connection, or some unusual error in the software or hardware.

Please try the following steps to see if they help with this issue:

1) The Elgato Game Capture HD software may need to be reset.

Solution: Quit the Elgato Game Capture HD software, and then launch it again.

2) The Elgato Game Capture HD hardware may need to be reset.

Solution: Unplug the Elgato Game Capture HD hardware from the Mac or PC, and video source. Wait a minute, and then attach everything again.

3) The connection between Elgato Game Capture HD device and the computer may be damaged or defective.

Solution: If the Elgato Game Capture HD unit is connected via USB, then try another USB cable. Try another USB port on your Mac or PC, and also restart your computer.

4) A device on the USB bus may be causing the problem.

Solution: Unplug all other devices from the USB bus, and then try Elgato Game Capture HD again. If that helps, then reconnect the devices to your Mac or PC, one at a time, trying Elgato Game Capture HD when each device is attached. If you find that one particular device is causing the conflict, then please disconnect that device when using Elgato Game Capture HD, and contact that device's manufacturer for more help.

5) The Elgato Game Capture HD software may need to be updated.

Solution: While Elgato Game Capture HD is running, visit the Game Capture HD Menu, and select Check For Updates. That will allow you to download the latest Elgato Game Capture HD software, which may help with your problem.

6) The USB or port may need to be reset.

Solution: For Mac users, Resetting the PRAM sometimes can resolve USB connectivity issues.

1) Shut down the computer.
2) Locate the following keys on the keyboard: Command, Option, P, and R. You will need to hold these keys down simultaneously in step 4.
3) Press the power button to turn the computer on. You will hear the computer's startup sound.
4) Press and hold the Command-Option-P-R keys. You must press this key combination before the gray screen appears.
5) Hold the keys down until the computer restarts and you hear the startup sound for the second time.
6) Release the keys.
7) Try to use the Elgato Game Capture HD again.

Status Message: No Signal - EyeTV HD (Part 2)

This error can happen for a few different reasons, most of them relating to problems getting video from the source to the EyeTV software.

If the basic troubleshooting steps on this page did not help, then please try these additional steps:

5) The EyeTV software may need to be reset.

Solution: Quit the EyeTV software, and then restart it.

6) The EyeTV hardware may need to be reset.

Solution: Unplug the EyeTV hardware from the Mac, power source, and video source. Wait a minute, and then attach everything again.

7) The connection between the EyeTV device and the Mac may be damaged or defective.

Solution: Try another USB cable. Try another port on your Mac, and also restart your Mac.

8) EyeTV software may be damaged or defective.

Solution: EyeTV Preference files or the actual EyeTV application may be corrupted in some way. Move the EyeTV application to the trash, and install it again.

You should also try to erase the four EyeTV Preference files, using the EyeTV Reporter application.

If you erase the EyeTV Preference files, then any activation key you may have will need to be re-entered. Don’t erase the preference files unless you have the activation key in hand.

You can download and find instructions for EyeTV Reporter here:

How do I use the EyeTV Reporter utility?

After you erase them and restart EyeTV, then you’ll have to run the Setup Assistant again.

9) Video source may need to be reset

Solution: Unplug your video source box from the power outlet, wait a minute, and then plug it back in.

10) Video source cables are damaged or defective.

Solution: Replace your video cables with a new set, to ensure that a complete signal is being transmitted.

11) EyeTV hardware has a damaged or defective video input.

Solution: If the video problem exists with a certain source, try connecting another source to EyeTV that uses the same input.

For example, if a VCR is not sending video when using the component, composite or S-Video cables, then try a DVD player with component, composite or S-Video cables.

If the second source has the same problem, then it's possible that the EyeTV unit has a hardware problem with the video input.

If none of these steps help, then please contact Elgato Technical Support for further troubleshooting.

You can visit http://support.elgato.com to report your problem. Please let us know that you tried the steps in this article.

We would also like you to send us more information about your Mac and its setup.

Only do this after you make a Support Ticket.

We have a special utility, called EyeTV Reporter, that can help you with this. You can download it here:

http://support.elgato.com/index.php?_m=knowledgebase&_a=viewarticle&kbarticleid=3794

In the Advanced section, we would like you to select items A-F, then press Next.

After you send us the information, please respond to your Support Ticket, and let us know that they were uploaded.

Status Message: No Signal - EyeTV HD

This error can happen for a few different reasons, most of them relating to problems getting video from the source to the EyeTV software.

Here are some basic troubleshooting steps that you should try first:

1) EyeTV software is set for the wrong video input.

Solution: In the Controls Menu in EyeTV, choose the input that you want to use. For example, Component Input uses the red, green and blue video cable connections.

2) EyeTV hardware is not properly connected to the video source.

Solution: Check all cables that are connected to EyeTV, making sure that they are firmly attached to the EyeTV hardware, and to the source.

3) If your video source is also using HDMI, then that cable may need to be removed.

Solution: Many cable boxes and satellite receivers will turn off their analog outputs, if HDMI is in use.

If you have an HDMI cable connecting your cable box or satellite receiver to a standard TV, and Component cables connecting the cable box or satellite receiver to EyeTV HD, then try removing the HDMI cable from the TV and cable box or satellite receiver.

That adjustment may allow the Component connection to EyeTV HD to work as expected.

4) Video source may need to be set to 1080i output

Solution: EyeTV HD cannot receive 1080p input. Make sure your cable box or satellite receiver is outputting 1080i or 720p video (or a lesser resolution).

If these basic troubleshooting steps did not help, then please try the additional steps listed on the next page.

Status message: Where is my Tivizen? (Tivizen app)

Network problems with Tivizen are an unusual event.

There are a few reasons why the Tivizen app can't find your Tivizen device on the network:

1) The the Tivizen app may need to be updated.

Solution: Check in the iTunes apps section or in App Store if there is a new version of the Tivizen app available.

2) Your iOS device may need to be restarted.

Solution: Press the Power button of your iOS device and slide the arrow to power off the device. Press the Power button to restart the device.

3) You may need to reset your Tivizen

Solution: Perform a reset of your device as described in this FAQ: How do I reset Tivizen to factory settings?

The additional steps below may be useful only depending on the network mode used by Tivizen

As of Tivizen app 1.2, the Tivizen device can be used in 2 different network modes:

Hotspot mode: This is the default mode present since the first version of Tivizen. Tivizen creates its own hotspot that your iOS device or Mac/PC directly connects to.

Home network mode: Tivizen connects to your existing Wi-Fi network rather than creating its own hotspot.

USB mode: Tivizen is connected via USB to your Mac or PC and can be used as a USB TV tuner. Note that Tivizen works by creating a USB Network interface, much like a USB Ethernet adapter.

For more information about the different network modes and how to set them, go to this article : How to set Tivizen's network mode? (Tivizen app)

This step applies only to Tivizen devices used in default hotspot mode.

4) You may need to need to set a network password to avoid the Tivizen hotspot being locked by Windows computers or Wi-Fi clients

Solution: First, shutdown all Windows computers and Wi-Fi clients (except the iOS device you are currently trying to connect to Tivizen) that have Wi-Fi access and may have locked the Tivizen hotspot. Then proceed as described below:

In the Tivizen app, go to Settings > Tivizen xxxxxx Settings > Wi-Fi Security
In the Wi-Fi Security dialog, choose the desired security mode (WEP or WPA)
Enter the Password and press Save
Confirm the changes

You now need to reconnect manually to your Tivizen as described below:

On your home screen, go to Settings > Wi-Fi and tap (blue right angle button) near the connected Wi-Fi network
Tap Forget this Network and confirm leaving this network
Tap Wi-Fi Networks to go back to the Wi-Fi Networks dialog
Select your Tivizen hotspot, enter the Password and tap Join
Go to Tivizen app and wait until Tivizen reappears

Note: In case you need to re-enter your network password and you can't remember it, you will need to reset your device to factory defaults. See step 3 for info.

This step applies only to Tivizen devices used in home network mode.

5) You may need to add the MAC address of your Tivizen device to the list of devices authorized to connect to your home network

Solution: You may have configured your Wi-Fi router to allow only devices whose MAC addresses are known to access your Wi-fi network. If this is the case, you need to add the MAC address of your Tivizen device to the list of authorized devices.

To display the MAC address of your Tivizen device, go to Settings > Tivizen xxxxxx Settings > Info. The MAC address is the value of Wi-Fi Address.

This step applies only to Tivizen devices used in home network mode.

6) Your Wi-Fi network may not be compatible with Tivizen

Solution: Enterprise WPA2 Wi-Fi networks with certificates, i.e. networks supporting EAP authentication methods using RADIUS servers and pre-shared key (PSK), are not compatible with Tivizen. You will need to use another Wi-Fi network.

NOTE: Wi-Fi networks using invisible SSID are not supported by the current version of Tivizen app (1.2). You will need to make your SSID visible in order to use your Wi-Fi network with Tivizen. This problem will be fixed in a future release of the Tivizen app.

This step applies only to Tivizen devices used in hotspot or home network mode.

7) You may need to unplug your Tivizen from the USB port of your Mac or PC

Solution: If you previously chose you use Tivizen in USB mode and your Tivizen is currently plugged to the USB port of a Mac or a PC, the Wi-Fi network of the Tivizen is not available. You must unplug the Tivizen from the USB port and wait (about 1 minute) that Tivizen starts its own network or connects to your home network.

Status message: Where is my Tivizen? (EyeTV)

Network problems with Tivizen are an unusual event.

There are a few reasons why EyeTV can't find your Tivizen device on the network:

1) The EyeTV software may need to be updated.

Solution: While EyeTV is running, visit the EyeTV Menu, and select Check For Updates. That will allow you to download the latest EyeTV software, which may help with your problem.

EyeTV 3.5.3 software (or later) is recommended when using Tivizen.

2) Your Mac may need to be restarted.

Solution: Visit the Apple Menu, and select Restart...

That will allow EyeTV to re-establish all processes associated with Tivizen, and can help get things working if problems happen right after you've installed EyeTV.

3) You may need to reset your Tivizen

Solution: Perform a reset of your device as described in this knowledge base article: How do I reset Tivizen to factory settings?

The additional steps below may be useful only depending on the network mode used by Tivizen

As of EyeTV 3.5.3, the Tivizen device can be used in 3 different network modes:

Hotspot mode: This is the default mode present since the first of Tivizen. Tivizen creates its own hotspot that your iOS device or Mac/PC directly connects to.

Home network mode: Tivizen connects to your existing Wi-Fi network rather than creating its own hotspot.

USB mode: Tivizen is connected via USB to your Mac or PC and can be used as a USB TV tuner. Note that Tivizen works by creating a USB Network interface, much like a USB Ethernet adapter.

For more information about the different network modes and how to set them, read the EyeTV 3.5.3 Read Me file available on our Documentation page or go to this article : How to set Tivizen's network mode? (EyeTV)

This step applies only to Tivizen devices used in default hotspot mode.

4) You may need to need to set a network password to avoid the Tivizen hotspot being locked by Windows computers or Wi-Fi clients

Solution: First, shutdown all Windows computers and Wi-Fi clients (e.g. iOS devices) that have Wi-Fi access and may have locked the Tivizen hotspot. Then process as described below:

Go to Preferences > Devices > Tivizen > Network
Click Wi-Fi Security...
In the Wi-Fi Security dialog, choose the desired security mode (WEP or WPA)
Enter the Password and confirm it in the Verify field
Confirm the changes

You now need to reconnect manually to your Tivizen as described below:

Go to System Preferences > Network and highlight the connected Wi-Fi device in the left panel
In the right panel, click the pop-up menu near Network Name: and choose Join Other Network…
In the window that appears, click the Show Networks button
Select your Tivizen hotspot, enter the Password and click the Join button
Go to EyeTV and wait until Tivizen reappears (you can check in Preferences > Devices > Info)

Note: In case you need to re-enter your network password and you can't remember it, you will need to reset your device to factory defaults. See step 3 for info.

This step applies only to Tivizen devices used in home network mode.

5) You may need to add the MAC address of your Tivizen device to the list of devices authorized to connect to your home network

Solution: You may have configured your Wi-Fi router to allow only devices which MAC addresses are known to access your Wi-fi network. If this is the case, you need to add the MAC address of your Tivizen device to the list of authorized devices.

To display the MAC address of your Tivizen device, go to Preferences > Devices > Tivizen > Info. The MAC address is the value of Device ID.

This step applies only to Tivizen devices used in USB mode.

8) You can only connect one Tivizen device to your Mac in USB mode

Solution: only one Tivizen device is supported in USB mode. If you have several Tivizen devices, be sure to only connect one to your Mac via USB when using USB mode.

Tivizen Status Message: This channel is currently not available

The "This Channel is Not Available" error can happen when Tivizen's list of available channels does not match the channels currently being broadcast.

For example, if you Auto Tune for digital TV in one city, and then visit another city, then some channels may not be available. Another example is when your video provider removes a channel from service, either temporarily or permanently.

Please try the following steps to see if they help with this issue:

Scan for channels again

Solution: Visit the Settings section in the Tivizen software. Then, select Channels > Scan Channels. Confirm your country, and press the Scan button to scan for channels. This will let you acquire the correct channel list.

The Tivizen software's multitasking state may need to be reset

Solution: Quit the Tivizen software. Then, clear the Tivizen app's saved multitasking state by following these steps:

1) Double-click the Home button to load recently used apps.
2) Select the Tivizen app by tapping and holding on the app icon until the red minus sign appears
3) Tap the red minus to quit Tivizen and clear its saved state. This also removes Tivizen from recently used apps.
4) Press the Home button to return to recently used apps. Then press the Home button again to return to the Home screen.
5) Locate Tivizen and open it to see if the issue is resolved.

For more information about iOS 4 and multitasking, review this article on Apple's web site:

http://support.apple.com/kb/HT4211

The Tivizen software may need to be updated

Solution: Open the App Store to see if there is an update. If there is, install the update, then reopen Tivizen.

The Tivizen hardware may need to be reset

Solution: Unplug the Tivizen hardware from the USB cable and power it off. Wait a few seconds, and then power the device back on.

If none of these steps help, then please contact Elgato Technical Support for further troubleshooting.

Visit http://support.elgato.com to report your problem. Please let us know that you tried the steps in this article.

Tivizen Status Message: Encrypted

The "Encrypted" error can appear when Tivizen receives encrypted Pay TV content.

Please try the following steps to see if they help with this issue:

The channel may be encrypted, and can't be received

Solution: The Tivizen doesn't have the option of using a CAM. Therefore, no encrypted channels can be received.

The Tivizen software may need to be reset

Solution: Quit the Tivizen software, then open it again.

Scan for channels again

If you believe that the channel you are trying to receive is available unencrypted, and none of these steps help, then please contact Elgato Technical Support for further troubleshooting.

Visit http://support.elgato.com to report your problem. Please let us know that you tried the steps in this article.

Tivizen Status Message: No Codec or Unsupported Video Format

The "No Codec" or "Unsupported Video Format" error can happen when Tivizen receives video that it can't play back. A codec is a compression and decompression standard used to prepare the video for use, like MPEG-2.

Tivizen has the ability to play video in MPEG-2 standard definition format. It cannot play H.264.

If you think the channel you are trying to receive should be broadcasting in MPEG-2 standard definition, please try the following steps:

The Tivizen software may need to be reset

Solution: Quit the Tivizen software, then open it again.

The Tivizen software may need to be updated

Solution: Open the App Store to see if there is an update. If there is, install the update, then reopen Tivizen.

Scan for channels again

One or more channels may be using a new or unsupported codec

Solution: Visit other channels, and find out which ones have the error message. Please note the names and frequencies of the problematic channels, as Elgato Technical Support will need to know them to fully diagnose the problem.

If you believe that the channel you are trying to receive is broadcasting in MPEG-2 standard definition, and none of these steps help, then please contact Elgato Technical Support for further troubleshooting.

Visit http://support.elgato.com to report your problem. Please let us know that you tried the steps in this article.

Tivizen Status Message: No Signal — DVB-T/DTT/Freeview

This error can happen for a few different reasons, most of them relating to problems with reception. Here are some basic troubleshooting steps that you can try:

Select another location for the aerial

Solution: While watching television using the built-in aerial, its position is crucial in determining picture quality.

• Choose a location that is elevated, as close as possible to a window, or outdoors. Depending on the location of the broadcast tower the best location may be on the other side of the house. Signal strength decreases rapidly the further you are located from the broadcast tower.

• Small cause, big effect: Radio waves are reflected or attenuated by walls, steel beams, and other structures which result in dead zones. Therefore, a small repositioning of the aerial can often yield dramatically better, stable reception.

After choosing a new location for your aerial start a new Scan.

Check coverage in your area

Solution: If the three steps above do not lead to better reception, you should consult the following websites to verify the signal situation in your area:

Germany	www.ueberallfernsehen.de
Austria	www.dvb-t.at
Switzerland	www.broadcast.ch
Belgium (German)	www.brf.be/brf
Belgium (Dutch)	www.vrt.be
Belgium (French)	www.rtbfmedia.be/TNT
France	www.tnt-gratuite.fr
Italy	www.dgtvi.it/dgtvi
Luxembourg	www.rtl.lu/cms/tele/digitaltv
Sweden	www.teracom.se
Great Britain	www.freeview.co.uk/availability
Spain	www.televisiondigital.es/Terrestre

The Tivizen software may need to be reset

Solution: Quit the Tivizen software, then open it again.

The Tivizen software may need to be updated

Solution: Open the App Store to see if there is an update. If there is, install the update, then reopen Tivizen.

How can EyeTV HD learn to control new cable boxes and satellite receivers?

EyeTV HD comes with an IR Control database, that lists various universal remote codes for a wide variety of cable boxes and satellite receivers.

Occasionally, a newer box might not be in that list of codes. EyeTV 3.4.3 adds a new feature that should let EyeTV HD learn how to copy any remote control.

Current EyeTV HD users with IR Control issues can run through the EyeTV Setup Assistant again, so that EyeTV can learn the essential keys of your remote used for changing channels.

Then, you should be able to have EyeTV HD control your set top box automatically.

Using The EyeTV Setup Assistant For Learning

You can start up the EyeTV Setup Assistant again via the EyeTV Menu.

Progress through the Setup Assistant, until you reach the IR Setup section.

Step 1 - Change IR Configuration - Choose to "Modify the existing configuration"

Step 2 - Choose Receiver - Select "My manufacturer is not listed"

Step 3 - Learn Buttons - Choose to "Learn codes"

Step 4 - Learn Buttons - Hold your set top box remote next to the front of EyeTV HD (aim at the light on the unit). Next, click on each remote button, starting with #1, and hold that button on the remote until EyeTV detects it.

If you see a green check mark in the EyeTV window, next to that button, then it has been detected and learned by EyeTV. Do the same steps for the other buttons, so that 1-9, 0, Enter, and OK/Select are learned.

Step 5 - Try Learned Buttons - Test the buttons you've taught EyeTV, and see if your set top box changes channels.

If all buttons are learned, then complete the EyeTV Setup Assistant, and try using EyeTV to control your set top box.

Resolving Problems With Learning

If EyeTV HD has a problem detecting the signals from your cable box or satellite receiver remote, then make sure of the following:

1) The front of the remote should be held within an inch of the front of the EyeTV HD, near the light on that unit.

2) The IR emitter on the remote may not be centered on the front of the remote, so try slightly moving the front of the remote to various positions.

3) If the remote has been in use for a while, you may need to try newer batteries, to make sure the IR signals are strong

Status Message: EyeTV HD Infrared Channel Changer Tips

Here are some useful tips for setting up your EyeTV HD with cable boxes or satellite receivers.

Connecting The Infrared Channel Changer

Connect the Infrared Channel Changer cable to EyeTV HD.

Make sure the plug is fully inserted into EyeTV HD. Partial insertion can cause the Infrared Channel Changer to not function as expected.

Orienting The Infrared Channel Changer

Place the infrared emitter (the clear bulb at the end of the cable) so it faces the front panel of the cable or satellite receiver.

You may need to move the infrared emitter closer to or farther away from the front panel, to maximize performance.

Later, when you know that it is working correctly, you can hide the cable under the receiver and use the double-stick pads to secure the emitter in place.

Choosing The Manufacturer Of Your Cable Box or Satellite Receiver

EyeTV HD provides a long list of manufacturers. Each name in the list represents a series of infrared (IR) codes, that are used to communicate with a certain cable box or satellite receiver.

The manufacturer name (like Motorola) will not always match the name of your video provider (like Comcast), so you may need to try both.

Some manufacturers may have more than one entry, with slightly different product names. In that case, you may need to try both options, if the first one does not work for you.

Even though a certain manufacturer is listed, new devices from that manufacturer may not yet be supported.

If the manufacturer of your Set Top Box is not in the list, or the correct manufacturer doesn't seem to work, then you can let Elgato Systems Technical Support know the manufacturer and model number of your Set Top Box.

You can visit http://support.elgato.com to report your problem. Please let us know that you tried the steps in this article (number 3796).

We would also like you to send us more information about your Mac:

1) Choose About This Mac from the Apple Menu.
2) Press the More Info... button to start the System Profiler application
3) Select Save As... from the File Menu
4) Save the report as System Profiler 4.0 (XML) format
5) Attach this file to your support ticket

Status Message: Set Top Box Manufacturer Not Listed

EyeTV HD should be able to automatically control most Set Top Boxes, i.e. satellite receivers or cable boxes provided by your cable company.

If the manufacturer of your Set Top Box is not listed in the EyeTV Setup Assistant, then you can try these steps to watch Live TV, and capture recordings.

Change Channels Manually

You can use the remote that came with your Set Top Box to change channels, or to call up other features of the Set Top Box.

Aim that remote at the Set Top Box, instead of EyeTV HD, when you want to use it.

Each time you change the channel, or select options, you will see the results in the Live TV Window in EyeTV.

If you want to record a particular program on a certain channel, at a certain time, then here is one way you can accomplish that:

1) Open the EyeTV Programs window, from the Window menu in EyeTV.
2) Visit the Schedules section.

3) At the top of the window, there is a New button. Press that so you can make a new schedule.
4) The New Schedule window will appear. Choose the date and time that recording should start.

5) Under Where, choose the way that your Set Top Box is connected to EyeTV HD - that may be Component (red, green and blue connections).

6) Since EyeTV HD is not able to control your particular Set Top Box, then you will have to use the Set Top Box remote to tune to the right channel. Do so before the recording is scheduled to begin, so you will capture the right content. Otherwise, EyeTV will record whatever content is available via the Component inputs, and that would likely be the last channel you were watching.

Report Manufacturer Problem to Elgato

If the manufacturer of your Set Top Box is not in the list, then you can let Elgato Systems Technical Support know the manufacturer and model number of your Set Top Box.

You can visit http://support.elgato.com to report your problem. Please let us know that you tried the steps in this article (number 3795).

We would also like you to send us more information about your Mac:

1) Choose About This Mac from the Apple Menu.
2) Press the More Info... button to start the System Profiler application
3) Select Save As... from the File Menu
4) Save the report as System Profiler 4.0 (XML) format
5) Attach this file to your support ticket

Status Message: Where is my EyeTV Netstream?

Network problems with EyeTV Netstream DTT or EyeTV Netstream SAT are an unusual event.

There are a few reasons why EyeTV can't find your EyeTV Netstream on the network:

1) EyeTV Netstream needs to be connected to your network using Ethernet.

Solution: EyeTV Netstream does not have wireless connectivity - it needs to connect to your network using an Ethernet cable.

If you have a router or switch with Ethernet ports, then that would be a great place to connect EyeTV Netstream.

EyeTV Netstream needs to be on the same network subnet as the computers that will connect to it.

2) The EyeTV software may need to be updated.

Solution: While EyeTV is running, visit the EyeTV Menu, and select Check For Updates. That will allow you to download the latest EyeTV software, which may help with your problem.

EyeTV 3.3.3 software (or later) is recommended when using EyeTV Netstream.

3) Your Mac may need to be restarted.

Solution: Visit the Apple Menu, and select Restart...

That will allow EyeTV to re-establish all processes associated with EyeTV Netstream, and can help get things working if problems happen right after you've installed EyeTV 3.3.3.

4) You can look for EyeTV as a Bonjour service.

Solution: To check to see if EyeTV Netstream is transmitting on your network, you can also use a web browser like Camino or Safari. They can detect Bonjour (automatic networking) services, and EyeTV uses that to connect to EyeTV Netstream.

In Safari, visit the Safari Menu, and select Preferences. In the Bookmarks section, select Include Bonjour under the Collections category.

Next, visit the Bookmarks Menu, and select Show all Bookmarks. Look in the Collections section for Bonjour, and see if your EyeTV Netstream is available.

If it is listed, then you'll know that EyeTV is properly transmitting content as a Bonjour service.

If you select your EyeTV Netstream via your web browser, you will see an configuration interface. This article has more information about that:

How do I configure EyeTV Netstream DTT using a web browser?

5) You may need to reset your EyeTV Netstream

Solution: Perform a "hard reset" of your device as follows:

1) Unplug the power cable from the EyeTV Netstream.
2) Using a paper clip, press the Reset button on the back of the unit and hold it down.
3) While holding the Reset button, plug in the power cable.
4. Hold the Reset button until the LED blinks green.
5) Release Reset button

The device will now use the default factory firmware and settings.

6) Your Firewall may need to be adjusted.

Solution: Visit the Security section of Mac OS X System Preferences, and select Firewall. Add EyeTV, so it has Allow Incoming Connections selected.

Under OS X 10.6, the Firewall setup should look like this:

EyeTV Netstream uses these various ports to connect. If you have another software or hardware based router, make sure these ports are open:

Windows & OS X:
TCP 80 (HTTP)
TCP 10001 & 10002 (and the next ports 10003, 10004, etc. if more Netstream devices are used; these ports are used to stream the video to EyeTV & TerraTec Home Cinema)

Windows only:
UDP 1900 (UPnP discovery)

Windows Media Center only:
UDP 8300 to 8304
UDP 5001 to 5005 (dynamic redirection of the ports above by Windows)

OS X only (Bonjour service):
TCP 5297
TCP & UDP 5298
UDP 5353

At a test, you can try things with your OS X Firewall off.

7) You need to test if the network interface of the EyeTV Netstream device is working properly

Solution: If the steps above didn't help you to find your EyeTV Netstream device, please do the following test:

1. Quit the EyeTV and Safari software
2. Disable all network connections of your Mac: unplug the Ethernet cable from your Mac and deactivate your AirPort and FireWire connections in the Network section of the OS X System Preferences (but do NOT deactivate your Ethernet connection or change its configuration).
3. Disable the OS X firewall (there is no risk as your Mac isn't connected to the Internet during the test)
4. Plug your EyeTV Netstream device directly to your Mac using an Ethernet cable (this one doesn't need to be a cross-over cable, use the one delivered with your product).
5. Unplug and replug your EyeTV Netstream from its power adapter and wait until the EyeTV Netstream LED indicates that the device is ready to work (the LED should be green after 1 or 2 mn).
6. Launch Safari, and visit the Bookmarks Menu, and select Show all Bookmarks. Look in the Collections section for Bonjour, and see if your EyeTV Netstream is available.
7. Launch EyeTV, and start the EyeTV Setup Assistant from the Help menu.
8. Go to the EyeTV Netstream detection dialog. Is EyeTV Netstream now detected by EyeTV?

If steps 6 and 8 are not successful, then please contact Elgato Technical Support (see below)

Status Message: Device Not Found In Setup Assistant

If you see a message in the EyeTV Setup Assistant that The "Next" button is currently disabled because no device was found, then EyeTV software can't fully communicate with the EyeTV hardware. This could be an issue with the USB connection, or some unusual error in the software or hardware.

Please try the following steps to see if they help with this issue:

1) The wrong EyeTV hardware device may be selected.

Solution: Press the Previous button in the Setup Assistant a few times, to "rewind" to the Choose Hardware panel.

After reaching the Choose Hardware panel, choose the correct EyeTV compatible hardware unit, and press the Next button.

2) The EyeTV hardware may need to be reset.

Solution: Unplug the EyeTV hardware from the Mac, power source, and video source. Wait a minute, and then attach everything again.

3) The connection between the EyeTV device and the Mac may be damaged or defective.

Solution: If the EyeTV unit is connected via USB or Firewire, then try another USB or Firewire cable. Try another port on your Mac, and also restart your Mac.

4) A device on the USB or Firewire bus may be causing the problem.

Solution: Unplug all other devices from the USB or Firewire bus, and then try EyeTV again. If that helps, then reconnect the devices to your Mac, one at a time, trying EyeTV when each device is attached. If you find that one particular device is causing the conflict, then please disconnect that device when using EyeTV, and contact that device's manufacturer for more help.

5) The EyeTV software may need to be updated.

Solution: While EyeTV is running, visit the EyeTV Menu, and select Check For Updates. That will allow you to download the latest EyeTV software, which may help with your problem.

6) The USB or Firewire port may need to be reset.

Solution: Resetting the PRAM sometimes can resolve USB or FireWire connectivity issues.

1) Shut down the computer.
2) Locate the following keys on the keyboard: Command, Option, P, and R. You will need to hold these keys down simultaneously in step 4.
3) Press the power button to turn the computer on. You will hear the computer's startup sound.
4) Press and hold the Command-Option-P-R keys. You must press this key combination before the gray screen appears.
5) Hold the keys down until the computer restarts and you hear the startup sound for the second time.
6) Release the keys.
7) Try to use the EyeTV again.

Status Message: No Signal - HDHomeRun (Part 2)

5) Coaxial cable splitter may be damaged or defective.

Solution: Try to connect HDHomeRun directly to the video source, with no splitter in between. If that works, then try HDHomeRun with each port on the splitter, to see if some ports work better than others.

6) EyeTV software may be damaged or defective.

Solution: EyeTV's Preference files or the actual EyeTV application may be corrupted in some way. Move the EyeTV application to the trash, and install it again.

You should also try to erase the four EyeTV Preference files, using the EyeTV Reporter application.

If you erase the EyeTV preference files, then any activation key you may have will need to be re-entered. Don’t erase the preference files unless you have the activation key in hand.

You can download and find instructions for EyeTV Reporter here:

How do I use the EyeTV Reporter utility?

After you erase them and restart EyeTV, then you’ll have to re Auto Tune via the Setup Assistant, or the Setup part of the EyeTV Preferences.

7) Video source cables are damaged or defective.

Solution: Replace your video cables with a new set, to ensure that a complete signal is being transmitted.

8) The HDHomeRun has a damaged or defective video input.

Solution: If the video problem exist with a certain antenna or coaxial cable, try connecting another one to the HDHomeRun.

Some HDHomeRun units have one coaxial input (connected internally to two tuners), and some have two external coaxial inputs (one for each tuner). Test all coaxial inputs to see if the problem is with one or both tuners.

If the second antenna or cable has the same problem with all inputs, then it's possible that the unit has a hardware problem with the video inputs.

If none of these steps help, then please contact Elgato Technical Support for further troubleshooting.

You can visit http://support.elgato.com to report your problem. Please let us know that you tried the steps in this article.

We would also like you to send us more information about your Mac:

1) Choose About This Mac from the Apple Menu.
2) Press the More Info... button to start the System Profiler application
3) Select Save As... from the File Menu
4) Save the report as System Profiler 4.0 (XML) format
5) Attach this file to your support ticket

We would also want to receive a record of your Auto Tune process:

1) Locate your EyeTV Archive folder. It may be in the Documents folder.
2) If you can't find it, then visit the EyeTV Preferences and choose the Recording section. The path to your EyeTV Archive will be listed there.
3) Locate the EyeTVAutoTune.log.
4) Attach this file to your support ticket.

Status Message: No Signal - DVB-T/DTT (Part 2)

5) The EyeTV software may need to be reset.

Solution: Quit the EyeTV software, and then restart it.

6) The EyeTV hardware may need to be reset.

Solution: Unplug the EyeTV hardware from the Mac, power source, and video source. Wait a minute, and then attach everything again.

7) The connection between the EyeTV device and the Mac may be damaged or defective.

Solution: If the EyeTV unit is connected via USB or Firewire, then try another USB or Firewire cable. Try another port on your Mac, and also restart your Mac.

8) Aerial is damaged or defective.

Solution: Try aerial with another DVB-T/Freeview reciever. If you are unable to receive a signal on your other receiver than the aerial may be damaged or defective.

9) EyeTV hardware has a damaged or defective video input.

Solution: If the video problem exist with a certain antenna, try connecting another antenna to EyeTV.

If the second antenna has the same problem, then it's possible that the EyeTV unit has a hardware problem with the video input.

10) Coaxial cable splitter may be damaged or defective.

Solution: Try to connect EyeTV directly to the aerial, with no splitter in between. If that works, then try EyeTV with each port on the splitter, to see if some ports work better than others.

11) EyeTV software may be damaged or defective.

Solution: EyeTV's Preference files or the actual EyeTV application may be corrupted in some way. Move the EyeTV application to the trash, and install it again.

If none of these steps help, then please contact Elgato Technical Support for further troubleshooting.

You can visit http://support.elgato.com to report your problem. Please let us know that you tried the steps in this article.

We would also like you to send us more information about your Mac:

1) Choose About This Mac from the Apple Menu.
2) Press the More Info... button to start the System Profiler application
3) Select Save As... from the File Menu
4) Save the report as System Profiler 4.0 (XML) format
5) Attach this file to your support ticket

We would also want to receive a record of your Auto Tune process:

1) Locate your EyeTV Archive folder. It may be in the Documents folder.
2) If you can't find it, then visit the EyeTV Preferences and choose the Recording section. The path to your EyeTV Archive will be listed there.
3) Locate the EyeTVAutoTune.log.
4) Attach this file to your support ticket.

Status Message: No Signal - EyeTV Diversity (Part 2)

5) The EyeTV software may need to be reset.

Solution: Quit the EyeTV software, and then restart it.

6) The EyeTV hardware may need to be reset.

Solution: Unplug the EyeTV hardware from the Mac, power source, and video source. Wait a minute, and then attach everything again.

7) The connection between the EyeTV device and the Mac may be damaged or defective.

Solution: Try another USB extender cable. Try another port on your Mac, and also restart your Mac.

8) EyeTV software may be damaged or defective.

Solution: EyeTV's Preference files or the actual EyeTV application may be corrupted in some way. Move the EyeTV application to the trash, and install it again.

You should also try to erase the four EyeTV Preference files, using the EyeTV Reporter application.

If you erase the EyeTV preference files, then any activation key you may have will need to be re-entered. Don’t erase the preference files unless you have the activation key in hand.

You can download and find instructions for EyeTV Reporter here:

How do I use the EyeTV Reporter utility?

After you erase them and restart EyeTV, then you’ll have to re Auto Tune via the Setup Assistant, or the Setup part of the EyeTV Preferences.

9) Video source cables are damaged or defective.

Solution: Replace your video cables with a new set, to ensure that a complete signal is being transmitted.

10) Coaxial cable splitter may be damaged or defective.

Solution: Try to connect EyeTV directly to the video source, with no splitter in between. If that works, then try EyeTV with each port on the splitter, to see if some ports work better than others.

11) EyeTV hardware has a damaged or defective video input.

Solution: If the video problem exist with a certain antenna, try connecting another antenna to EyeTV.

If the second antenna has the same problem, then it's possible that the EyeTV unit has a hardware problem with the video input.

If none of these steps help, then please contact Elgato Technical Support for further troubleshooting.

You can visit http://support.elgato.com to report your problem. Please let us know that you tried the steps in this article.

We would also like you to send us more information about your Mac:

1) Choose About This Mac from the Apple Menu.
2) Press the More Info... button to start the System Profiler application
3) Select Save As... from the File Menu
4) Save the report as System Profiler 4.0 (XML) format
5) Attach this file to your support ticket

We would also want to receive a record of your Auto Tune process:

1) Locate your EyeTV Archive folder. It may be in the Documents folder.
2) If you can't find it, then visit the EyeTV Preferences and choose the Recording section. The path to your EyeTV Archive will be listed there.
3) Locate the EyeTVAutoTune.log.
4) Attach this file to your support ticket.

Status Message: No Signal - DVB-C (Part 2)

3) The EyeTV software may need to be reset.

Solution: Quit the EyeTV software, and then restart it.

4) The EyeTV hardware may need to be reset.

Solution: Unplug the EyeTV hardware from the Mac, power source, and video source. Wait a minute, and then attach everything again.

5) The connection between the EyeTV device and the Mac may be damaged or defective.

Solution: If the EyeTV unit is connected via USB or Firewire, then try another USB or Firewire cable. Try another port on your Mac, and also restart your Mac.

You can download and find instructions for EyeTV Reporter here:

How do I use the EyeTV Reporter utility?

After you erase them and restart EyeTV, then you’ll have to re Auto Tune via the Setup Assistant, or the Setup part of the EyeTV Preferences.

7) Video source cables are damaged or defective.

Solution: Replace your video cables with a new set, to ensure that a complete signal is being transmitted.

8) Video source device is damaged or defective.

Solution: Connect the video source to another device, like a TV set. If video is not transmitted to the TV set, or to EyeTV, then the video source device (or source cables) may be damaged or defective.

9) Coaxial cable splitter may be damaged or defective.

Solution: Try to connect EyeTV directly to the video source, with no splitter in between. If that works, then try EyeTV with each port on the splitter, to see if some ports work better than others.

10) EyeTV hardware has a damaged or defective video input.

Solution: If the video problem exist with a certain cable line, try connecting another coaxial cable to EyeTV.

If the second cable has the same problem, then it's possible that the EyeTV unit has a hardware problem with the video input.

If none of these steps help, then please contact Elgato Technical Support for further troubleshooting.

You can visit http://support.elgato.com to report your problem. Please let us know that you tried the steps in this article.

We would also like you to send us more information about your Mac:

1) Choose About This Mac from the Apple Menu.
2) Press the More Info... button to start the System Profiler application
3) Select Save As... from the File Menu
4) Save the report as System Profiler 4.0 (XML) format
5) Attach this file to your support ticket

We would also want to receive a record of your Auto Tune process:

1) Locate your EyeTV Archive folder. It may be in the Documents folder.
2) If you can't find it, then visit the EyeTV Preferences and choose the Recording section. The path to your EyeTV Archive will be listed there.
3) Locate the EyeTVAutoTune.log.
4) Attach this file to your support ticket.

Status Message: No Signal - DVB-S (Part 2)

3) The EyeTV software may need to be reset.

Solution: Quit the EyeTV software, and then restart it.

4) The EyeTV hardware may need to be reset.

Solution: Unplug the EyeTV hardware from the Mac, power source, and video source. Wait a minute, and then attach everything again.

You can download and find instructions for EyeTV Reporter here:

How do I use the EyeTV Reporter utility?

After you erase them and restart EyeTV, then you’ll have to re Auto Tune via the Setup Assistant, or the Setup part of the EyeTV Preferences.

7) Video source cables are damaged or defective.

Solution: Replace your video cables with a new set, to ensure that a complete signal is being transmitted.

10) EyeTV hardware has a damaged or defective video input.

Solution: If the video problem exist with a certain cable from the satellite, try connecting another coaxial cable to EyeTV, or try another output from the satellite.

If the second cable has the same problem, then it's possible that the EyeTV unit has a hardware problem with the video input.

If none of these steps help, then please contact Elgato Technical Support for further troubleshooting.

You can visit http://support.elgato.com to report your problem. Please let us know that you tried the steps in this article.

We would also like you to send us more information about your Mac:

1) Choose About This Mac from the Apple Menu.
2) Press the More Info... button to start the System Profiler application
3) Select Save As... from the File Menu
4) Save the report as System Profiler 4.0 (XML) format
5) Attach this file to your support ticket

We would also want to receive a record of your Auto Tune process:

1) Locate your EyeTV Archive folder. It may be in the Documents folder.
2) If you can't find it, then visit the EyeTV Preferences and choose the Recording section. The path to your EyeTV Archive will be listed there.
3) Locate the EyeTVAutoTune.log.
4) Attach this file to your support ticket.

Status Message: No Signal - EyeTV Hybrid (International) (Part 2)

6) The EyeTV software may need to be reset.

Solution: Quit the EyeTV software, and then restart it.

7) The EyeTV hardware may need to be reset.

Solution: Unplug the EyeTV hardware from the Mac, power source, and video source. Wait a minute, and then attach everything again.

8) The connection between the EyeTV device and the Mac may be damaged or defective.

Solution: Try another USB cable. Try another port on your Mac, and also restart your Mac.

9) EyeTV software may be damaged or defective.

Solution: EyeTV's Preference files or the actual EyeTV application may be corrupted in some way. Move the EyeTV application to the trash, and install it again.

You should also try to erase the four EyeTV Preference files, using the EyeTV Reporter application.

If you erase the EyeTV preference files, then any activation key you may have will need to be re-entered. Don’t erase the preference files unless you have the activation key in hand.

You can download and find instructions for EyeTV Reporter here:

How do I use the EyeTV Reporter utility?

After you erase them and restart EyeTV, then you’ll have to re Auto Tune via the Setup Assistant, or the Setup part of the EyeTV Preferences.

10) Video source cables are damaged or defective.

Solution: Replace your video cables with a new set, to ensure that a complete signal is being transmitted.

11) Coaxial cable splitter may be damaged or defective.

Solution: Try to connect EyeTV directly to the video source, with no splitter in between. If that works, then try EyeTV with each port on the splitter, to see if some ports work better than others.

12) EyeTV hardware has a damaged or defective video input.

Solution: If the video problem exists with a certain source, try connecting another source to EyeTV that uses the same input.

For example, if a VCR is not sending video when using the composite or S-Video cables, then try a DVD player with composite or S-Video cables.

If the second source has the same problem, then it's possible that the EyeTV unit has a hardware problem with the video input.

If none of these steps help, then please contact Elgato Technical Support for further troubleshooting.

You can visit http://support.elgato.com to report your problem. Please let us know that you tried the steps in this article.

We would also like you to send us more information about your Mac:

1) Choose About This Mac from the Apple Menu.
2) Press the More Info... button to start the System Profiler application
3) Select Save As... from the File Menu
4) Save the report as System Profiler 4.0 (XML) format
5) Attach this file to your support ticket

We would also want to receive a record of your Auto Tune process:

1) Locate your EyeTV Archive folder. It may be in the Documents folder.
2) If you can't find it, then visit the EyeTV Preferences and choose the Recording section. The path to your EyeTV Archive will be listed there.
3) Locate the EyeTVAutoTune.log.
4) Attach this file to your support ticket.

Status Message: No Signal - EyeTV Hybrid (North America) (Part 2)

4) The EyeTV software may need to be reset.

Solution: Quit the EyeTV software, and then restart it.

5) The EyeTV hardware may need to be reset.

Solution: Unplug the EyeTV hardware from the Mac, power source, and video source. Wait a minute, and then attach everything again.

6) The connection between the EyeTV device and the Mac may be damaged or defective.

Solution: Try another USB cable. Try another port on your Mac, and also restart your Mac.

7) EyeTV software may be damaged or defective.

Solution: EyeTV's Preference files or the actual EyeTV application may be corrupted in some way. Move the EyeTV application to the trash, and install it again.

You should also try to erase the four EyeTV Preference files, using the EyeTV Reporter application.

If you erase the EyeTV preference files, then any activation key you may have will need to be re-entered. Don’t erase the preference files unless you have the activation key in hand.

You can download and find instructions for EyeTV Reporter here:

How do I use the EyeTV Reporter utility?

After you erase them and restart EyeTV, then you’ll have to re Auto Tune via the Setup Assistant, or the Setup part of the EyeTV Preferences.

8) Video source cables are damaged or defective.

Solution: Replace your video cables with a new set, to ensure that a complete signal is being transmitted.

10) EyeTV hardware has a damaged or defective video input.

Solution: If the video problem exists with a certain source, try connecting another source to EyeTV that uses the same input.

For example, if a VCR is not sending video when using the composite or S-Video cables, then try a DVD player with composite or S-Video cables.

If the second source has the same problem, then it's possible that the EyeTV unit has a hardware problem with the video input.

If none of these steps help, then please contact Elgato Technical Support for further troubleshooting.

You can visit http://support.elgato.com to report your problem. Please let us know that you tried the steps in this article.

We would also like you to send us more information about your Mac:

1) Choose About This Mac from the Apple Menu.
2) Press the More Info... button to start the System Profiler application
3) Select Save As... from the File Menu
4) Save the report as System Profiler 4.0 (XML) format
5) Attach this file to your support ticket

We would also want to receive a record of your Auto Tune process:

1) Locate your EyeTV Archive folder. It may be in the Documents folder.
2) If you can't find it, then visit the EyeTV Preferences and choose the Recording section. The path to your EyeTV Archive will be listed there.
3) Locate the EyeTVAutoTune.log.
4) Attach this file to your support ticket.

Status Message: No Signal - EyeTV 250 Plus (North America) (Part 2)

4) The EyeTV software may need to be reset.

Solution: Quit the EyeTV software, and then restart it.

5) The EyeTV hardware may need to be reset.

Solution: Unplug the EyeTV hardware from the Mac, power source, and video source. Wait a minute, and then attach everything again.

6) The connection between the EyeTV device and the Mac may be damaged or defective.

Solution: Try another USB cable. Try another port on your Mac, and also restart your Mac.

You can download and find instructions for EyeTV Reporter here:

How do I use the EyeTV Reporter utility?

After you erase them and restart EyeTV, then you’ll have to re Auto Tune via the Setup Assistant, or the Setup part of the EyeTV Preferences.

8) Video source cables are damaged or defective.

Solution: Replace your video cables with a new set, to ensure that a complete signal is being transmitted.

If none of these steps help, then please contact Elgato Technical Support for further troubleshooting.

You can visit http://support.elgato.com to report your problem. Please let us know that you tried the steps in this article.

We would also like you to send us more information about your Mac:

1) Choose About This Mac from the Apple Menu.
2) Press the More Info... button to start the System Profiler application
3) Select Save As... from the File Menu
4) Save the report as System Profiler 4.0 (XML) format
5) Attach this file to your support ticket

We would also want to receive a record of your Auto Tune process:

1) Locate your EyeTV Archive folder. It may be in the Documents folder.
2) If you can't find it, then visit the EyeTV Preferences and choose the Recording section. The path to your EyeTV Archive will be listed there.
3) Locate the EyeTVAutoTune.log.
4) Attach this file to your support ticket.

Status Message: No Signal - EyeTV 250 Plus (International) (Part 2)

6) The EyeTV software may need to be reset.

Solution: Quit the EyeTV software, and then restart it.

7) The EyeTV hardware may need to be reset.

Solution: Unplug the EyeTV hardware from the Mac, power source, and video source. Wait a minute, and then attach everything again.

8) The connection between the EyeTV device and the Mac may be damaged or defective.

Solution: Try another USB cable. Try another port on your Mac, and also restart your Mac.

You can download and find instructions for EyeTV Reporter here:

How do I use the EyeTV Reporter utility?

After you erase them and restart EyeTV, then you’ll have to re Auto Tune via the Setup Assistant, or the Setup part of the EyeTV Preferences.

10) Video source cables are damaged or defective.

Solution: Replace your video cables with a new set, to ensure that a complete signal is being transmitted.

If none of these steps help, then please contact Elgato Technical Support for further troubleshooting.

You can visit http://support.elgato.com to report your problem. Please let us know that you tried the steps in this article.

We would also like you to send us more information about your Mac:

1) Choose About This Mac from the Apple Menu.
2) Press the More Info... button to start the System Profiler application
3) Select Save As... from the File Menu
4) Save the report as System Profiler 4.0 (XML) format
5) Attach this file to your support ticket

We would also want to receive a record of your Auto Tune process:

1) Locate your EyeTV Archive folder. It may be in the Documents folder.
2) If you can't find it, then visit the EyeTV Preferences and choose the Recording section. The path to your EyeTV Archive will be listed there.
3) Locate the EyeTVAutoTune.log.
4) Attach this file to your support ticket.

Status Message: No Signal (Part 2)

6) The EyeTV software may need to be reset.

Solution: Quit the EyeTV software, and then restart it.

7) The EyeTV software may need to be updated.

Solution: While EyeTV is running, visit the EyeTV Menu, and select Check For Updates. That will allow you to download the latest EyeTV software, which may help with your problem.

8) The EyeTV hardware may need to be reset.

Solution: Unplug the EyeTV hardware from the Mac, power source, and video source. Wait a minute, and then attach everything again.

9) The connection between the EyeTV device and the Mac may be damaged or defective.

Solution: If the EyeTV unit is connected via USB or Firewire, then try another USB or Firewire cable. Try another port on your Mac, and also restart your Mac.

10) EyeTV software may be damaged or defective.

Solution: EyeTV's Preference files or the actual EyeTV application may be corrupted in some way. Move the EyeTV application to the trash, and install it again.

You should also try to erase the four EyeTV Preference files, using the EyeTV Reporter application.

If you erase the EyeTV preference files, then any activation key you may have will need to be re-entered. Don’t erase the preference files unless you have the activation key in hand.

You can download and find instructions for EyeTV Reporter here:

How do I use the EyeTV Reporter utility?

After you erase them and restart EyeTV, then you’ll have to re Auto Tune via the Setup Assistant, or the Setup part of the EyeTV Preferences.

11) Video source cables are damaged or defective.

Solution: Replace your video cables with a new set, to ensure that a complete signal is being transmitted.

12) Video source device is damaged or defective.

Solution: Connect the video source to another device, like a TV set. If video is not transmitted to the TV set, or to EyeTV, then the video source device (or source cables) may be damaged or defective.

13) Coaxial cable splitter may be damaged or defective.

Solution: Try to connect EyeTV directly to the video source, with no splitter in between. If that works, then try EyeTV with each port on the splitter, to see if some ports work better than others.

14) EyeTV hardware has a damaged or defective video input.

Solution: If the video problem exist with a certain source, try connecting another source to EyeTV that uses the same input.

For example, if a VCR is not sending video when using the composite or S-Video cables, then try a DVD player with composite or S-Video cables.

If the second source has the same problem, then it's possible that the EyeTV unit has a hardware problem with the video input.

If none of these steps help, then please contact Elgato Technical Support for further troubleshooting.

You can visit http://support.elgato.com to report your problem. Please let us know that you tried the steps in this article.

We would also like you to send us more information about your Mac:

1) Choose About This Mac from the Apple Menu.
2) Press the More Info... button to start the System Profiler application
3) Select Save As... from the File Menu
4) Save the report as System-Profiler 4.0 (XML) format
5) Attach this file to your support ticket

We would also want to receive a record of your Auto Tune process:

1) Locate your EyeTV Archive folder. It may be in the Documents folder.
2) If you can't find it, then visit the EyeTV Preferences and choose the Recording section. The path to your EyeTV Archive will be listed there.
3) Locate the EyeTVAutoTune.log.
4) Attach this file to your support ticket.

Status Message: No Signal

1) EyeTV software is set for the wrong video input.

Solution: In the Controls menu in EyeTV, choose the input that you want to use. For example, Composite Input uses the yellow video cable connection.

When using antenna or cable as your source, via a coaxial cable, then choose Tuner input from the Controls menu.

3) If an antenna is in use, it may need to be reoriented.

Solution: Move the antenna to make sure you are getting the best signal.

If the Signal Quality or Signal Strength in the Devices Preferences is low, then that can cause horizontal gaps in the video, along with missing frames and a No Signal message.

A No Signal message may be due to a lower signal than the threshhold for digital TV reception - even a 50% Signal Strength may not be enough in some cases.

After you manipulate your antenna, you should Auto Tune again to potentially receive additional channels.

4) The signal in your area is weak.

Solution: If the Signal Quality or Signal Strength in the Devices Preferences is low, then the bundled antenna(s) that come with some EyeTV compatible hardware may not be right for your location. Instead, you may need to use a larger antenna, or an antenna with added signal amplification.

After you manipulate your antenna, you should Auto Tune again to potentially receive additional channels.

5) A SCART to S-Video connection may not be working.

Solution: Many SCART to S-Video adapters do not transmit video properly. Use a SCART to composite adapter instead, to get normal video.

If these basic troubleshooting steps did not help, then please try the additional steps listed on the next page.

Status Message: Connected to USB 1.1 Port

This "The device will not operate because it is connected to a USB 1.1 port" error can happen when your Mac mistakenly thinks that an USB 1.1 device is connected to your USB 2.0 bus.

This could happen when an actual USB 1.1 device is connected, and thus your entire USB 2.0 bus is forced to slow down to USB 1.1. Or, it could happen due to other errors in OS X, your Mac, or the EyeTV hardware.

Since EyeTV devices need USB 2.0 speeds to operate, when the Mac thinks that only USB 1.1 speeds are available, then EyeTV can't operate.

Please try the following steps to see if they help with this issue:

1) The EyeTV hardware may need to be reset.

Solution: Unplug the EyeTV hardware from the Mac, power source, and video source. Wait a minute, and then attach everything again.

2) A device on the USB bus may be causing the problem.

Solution: Unplug all other devices from the USB bus, and then try EyeTV again. If that helps, then reconnect the devices to your Mac, one at a time, trying EyeTV when each device is attached. If you find that one particular device is causing the conflict, then please disconnect that device when using EyeTV.

3) The EyeTV software may need to be reset.

Solution: Quit the EyeTV software, and then restart it.

4) The connection between the EyeTV device and the Mac may be damaged or defective.

Solution: Try connecting the EyeTV unit using another USB cable. Try another USB port on your Mac or USB hub, and also restart your Mac.

5) The USB port may need to be reset.

Solution: Resetting the PRAM sometimes can resolve USB connectivity issues.

1) Shut down the computer.
2) Locate the following keys on the keyboard: Command, Option, P, and R. You will need to hold these keys down simultaneously in step 4.
3) Press the power button to turn the computer on. You will hear the computer's startup sound.
4) Press and hold the Command-Option-P-R keys. You must press this key combination before the gray screen appears.
5) Hold the keys down until the computer restarts and you hear the startup sound for the second time.
6) Release the keys.
7) Try to use the EyeTV again.

Status Message: No Signal - EyeTV 250 Plus (International)

1) EyeTV software is set for the wrong video input.

Solution: In the Controls Menu in EyeTV, choose the input that you want to use. For example, Composite Input uses the yellow video cable connection.

When using antenna or cable as your source, via a coaxial cable, then choose Tuner Input.

2) A SCART to S-Video connection may not be working.

Solution: Many SCART to S-Video adapters do not transmit video properly. Use a SCART to composite adapter instead, to get normal video.

3) EyeTV hardware is not properly connected to the video source.

Solution: Check all cables that are connected to EyeTV, making sure that they are firmly attached to the EyeTV hardware, and to the source.

4) If an antenna is in use, it may need to be reoriented.

Solution: Move the antenna to make sure you are getting the best signal.

If the Signal Quality or Signal Strength in the Devices Preferences is low, then that can cause horizontal gaps in the video, along with missing frames and a No Signal message.

A No Signal message may be due to a lower signal than the threshhold for digital TV reception - even a 50% Signal Strength may not be enough in some cases.

5) The signal in your area is weak.

Solution: If the Signal Quality or Signal Strength in the Devices Preferences is low, then the bundled antenna(s) may not be right for your location. Instead, you may need to use a larger antenna, or an antenna with added signal amplification.

If these basic troubleshooting steps did not help, then please try the additional steps listed on the next page.

Status Message: No Signal - EyeTV 250 Plus (North America)

3) If an antenna is in use, it may need to be reoriented.

Solution: Move the antenna to make sure you are getting the best signal.

If you are in the United States, please visit http://www.antennaweb.org to find out more about the best antenna orientation for your location.

If the Signal Quality or Signal Strength in the Devices Preferences is low, then that can cause horizontal gaps in the video, along with missing frames and a No Signal message.

A No Signal message may be due to a lower signal than the threshhold for digital TV reception - even a 50% Signal Strength may not be enough in some cases.

If these basic troubleshooting steps did not help, then please try the additional steps listed on the next page.

Status Message: No Signal - EyeTV Hybrid (International)

2) A SCART to S-Video connection may not be working.

Solution: Many SCART to S-Video adapters do not transmit video properly. Use a SCART to composite adapter instead, to get normal video.

If these basic troubleshooting steps did not help, then please try the additional steps listed on the next page.

Status Message: No Signal - EyeTV Hybrid (North America)

If these basic troubleshooting steps did not help, then please try the additional steps listed on the next page.

Status Message: No Signal - DVB-S

1) EyeTV hardware is not properly connected to the video source.

Solution: Check all cables that are connected to EyeTV, making sure that they are firmly attached to the EyeTV hardware, and to the source.

2) The video signal may not be high enough.

Solution: If the Signal Quality or Signal Strength in the Devices Preferences is low, then that can cause horizontal gaps in the video, along with missing frames and a No Signal message.

A No Signal message may be due to a lower signal than the threshhold for digital TV reception - even a 50% Signal Strength may not be enough in some cases.

Adjust all devices and cables along the path the signal takes, from the source to EyeTV, to see if improvement is possible.

If these basic troubleshooting steps did not help, then please try the additional steps listed on the next page.

Status Message: No Signal - DVB-C

If these basic troubleshooting steps did not help, then please try the additional steps listed on the next page.

Status Message: No Signal - EyeTV Diversity

2) If an antenna is in use, it may need to be reoriented.

Solution: Move the antenna to make sure you are getting the best signal.

If the Signal Quality or Signal Strength in the Devices Preferences is low, then that can cause horizontal gaps in the video, along with missing frames and a No Signal message.

A No Signal message may be due to a lower signal than the threshhold for digital TV reception - even a 50% Signal Strength may not be enough in some cases.

3) The antenna mode may need to be changed.

Solution: Go to the EyeTV Preferences, and select the Devices section. You will have the choice of three different antenna setups:

• Diversity - This uses both antennas combined with one tuner, to receive just one video frequency

• Dual Tuner - This uses both antennas, one for each tuner, so two separate video frequencies can be received.

• Single Antenna - This uses just one antenna, to receive one video frequency

Try all three setups, to see which one works best for you.

4) The signal in your area is weak.

Solution: If the Signal Quality or Signal Strength in the Devices Preferences is low, then the bundled antenna(s) may not be right for your location. Instead, you may need to use a larger antenna, or an antenna with added signal amplification.

If these basic troubleshooting steps did not help, then please try the additional steps listed on the next page.

Status Message: No Signal - DVB-T/DTT

This error can happen for a few different reasons, most of them relating to problems with reception.

Here are some basic troubleshooting steps that you should try first:

1) Select another location for the aerial

Solution: While watching television using the bundled aerial, its position is crucial in determining picture quality.

• Choose a location that is elevated, as close as possible to a window and firmly attached on a magnetic surface. Depending on the location of the broadcast tower the best location may be on the other side of the house.

• Small cause, big effect: Radio waves are reflected or attenuated by walls, steel beams, and other structures which result in dead zones. Therefore, a small repositioning of the aerial can often yield dramatically better, stable reception.

After choosing a new location for your aerial start a new Auto Tune.

2) Select a larger aerial or a rooftop aerial

Solution: Signal strength decreases rapidly the further you are located from the broadcast tower. In this situation an indoor aerial with active amplification or a rooftop aerial can help in achieving consistently stable reception.

Choose the optimal location for your aerial (see section 1) and rerun the EyeTV Setup Assistant, which is accessible from the Help menu.

Start a new Auto Tune to see if reception improves, or if more channels are found.

3) Activate Diversity Mode

Solution: If you are using a DVB-T receiver that contains a Diversity mode option, activate it.

Attach the two bundled aerials (at least 75 cm apart), placing the aerials as close as possible to a window (see section 1). Now rerun the EyeTV Setup Assistant, which is accessible from the Help menu.

In the section “Connect Antenna” set the option to “How many antennas did you connect?” to "two".

Now, start a new Auto Tune.

4) Check Coverage in your Area

Solution: If the three steps above do not lead to better reception, you should consult the following websites to verify the signal situation in your area:

Germany

Visit www.ueberallfernsehen.de

Austria

Visit www.dvb-t.at

Switzerland

Visit www.broadcast.ch

Belgium (German)

Visit www.brf.be/brf

Belgium (Dutch)

Visit www.vrt.be

Belgium (French)

Visit www.rtbfmedia.be/TNT

France

Visit www.tnt-gratuite.fr

Italy

Visit www.dgtvi.it/dgtvi

Luxemburg

Visit www.rtl.lu/cms/tele/digitaltv

Sweden

Visit www.teracom.se

Great Britain

Visit www.freeview.co.uk/availability

Spain

Visit www.televisiondigital.es/Terrestre

If the DVB-T (Freeview) broadcasting stations do not emit enough power for portable DVB-T reception at your location, a Auto-Tune with the bundled aerials or even an amplified indoor aerial may result in finding just a few or no channels. In this case, a passive aerial such as a rooftop aerial may be needed.

Tip: If your device contains a hybrid tuner, attaching it to a cable connection may yield better results. Change your Service from “Digital Antenna” to “Cable" start a new Auto-Tune.

If these basic troubleshooting steps did not help, then please try the additional steps listed on the next page.

Status Message: No Signal - HDHomeRun

1) The EyeTV software may need to be reset.

Solution: Quit the EyeTV software, and then restart it.

2) The HDHomeRun may need to be reset.

Solution: Unplug the HDHomeRun hardware from the power source, and its network cable. Wait a minute, and then attach everything again.

3) HDHomeRun hardware is not properly connected to the video source.

Solution: Check all cables that are connected to HDHomeRun, making sure that they are firmly attached to the hardware.

4) If an antenna is in use, it may need to be reoriented.

Solution: Move the antenna to make sure you are getting the best signal.

If you are in the United States, please visit http://www.antennaweb.org to find out more about the best antenna orientation for your location.

If the Signal Quality or Signal Strength in the Devices Preferences is low, then that can cause horizontal gaps in the video, along with missing frames and a No Signal message.

A No Signal message may be due to a lower signal than the threshhold for digital TV reception - even a 50% Signal Strength may not be enough in some cases.

If these basic troubleshooting steps did not help, then please try the additional steps listed on the next page.

Status Message: The Device Is In Use

This "The Device Is In Use" error can happen when you are using a network based tuner with EyeTV. If one of those tuners is in use, then another Mac cannot use it at the same time. If another copy of EyeTV on your network tries to use a busy network tuner, then this error message will appear.

Please try the following steps to see if they help with this issue:

1) All available tuners or network sources may be in use.

Solution: Close one or more Live TV Windows, in order to free up a tuner or source so another Mac can use it. If a recording is in progress, then the tuner or source will not be available until that recording ceases.

2) Quit the EyeTV software on one Mac.

Solution: Quit the EyeTV software, and all tuners that Mac were using are now free for other Macs to use.

3) For the HDHomeRun, which has two independent tuners: Assign only one tuner to each Mac.

Solution: Open the EyeTV Setup Assistant from the File Menu. Proceed until you are prompted to select your device. For the HDHomeRun, you can assign each tuner to Cable (Clear QAM), Antenna (ATSC), or Not Used. Set one tuner to Cable or Antenna, and the other to Not Used.

Next, follow the same process on the second Mac, but this time set the tuner the other Mac is using to Not Used, and the tuner the other Mac is not using to Cable or Antenna. In this way, each version of EyeTV on each Mac will only have control over one tuner.

Status Message: This channel is currently not available

The "This Channel is Not Available" error can happen when EyeTV's record of available channels does not match the channels currently being broadcast.

For example, if you Auto Tune for digital TV in one city, and then visit another city, then some channels may not be available. Another example is when your video provider removes a channel from service, either temporarily or permanently.

Please try the following steps to see if they help with this issue:

1) Auto Tune again.

Solution: Open the EyeTV Programs window. Visit the Channels section, and select your Service at the bottom of the window. Then, press the Auto Tune button to scan for channels. This will let you acquire the correct channel list.

2) The EyeTV hardware may need to be reset.

Solution: Unplug the EyeTV hardware from the Mac, power source, and video source. Wait a minute, and then attach everything again.

3) The EyeTV software may need to be reset.

Solution: Quit the EyeTV software, and then restart it.

4) The EyeTV software may need to be updated.

Solution: While EyeTV is running, visit the EyeTV Menu, and select Check For Updates. That will allow you to download the latest EyeTV software, which may help with your problem.

If none of these steps help, then please contact Elgato Technical Support for further troubleshooting.

You can visit http://support.elgato.com to report your problem. Please let us know that you tried the steps in this article.

We would also like you to send us more information about your Mac:

1) Choose About This Mac from the Apple Menu.
2) Press the More Info... button to start the System Profiler application
3) Select Save As... from the File Menu
4) Save the report as System Profiler 4.0 (XML) format
5) Attach this file to your support ticket

We would also want to receive a record of your Auto Tune process:

1) Locate your EyeTV Archive folder. It may be in the Documents folder.
2) If you can't find it, then visit the EyeTV Preferences and choose the Recording section. The path to your EyeTV Archive will be listed there.
3) Locate the EyeTVAutoTune.log.
4) Attach this file to your support ticket.

Status Message: Insufficient USB 2.0 Bandwidth

The "Insufficient USB 2.0 Bandwidth" error can happen when there are other devices connected to your USB bus. If those devices are sending and receiving lots of data while EyeTV is operating, then the total available bandwidth (amount of data that can be sent at any one time) will be reached.

Some EyeTV devices are able to send uncompressed analog video, like EyeTV Hybrid. Uncompressed video uses a lot of bandwidth, so this problem can happen if EyeTV Hybrid and another video device is connected at the same time.

Please try the following steps to see if they help with this issue:

1) A device on the USB bus may be causing the problem.

Solution: Unplug all other devices from the USB bus, and then try EyeTV again. If that helps, then reconnect the devices to your Mac, one at a time, trying EyeTV when each device is attached. If you find that one particular device is causing the conflict, then please disconnect that device when using EyeTV.

2) The EyeTV software may need to be reset.

Solution: Quit the EyeTV software, and then restart it.

3) The EyeTV hardware may need to be reset.

Solution: Unplug the EyeTV hardware from the Mac, power source, and video source. Wait a minute, and then attach everything again.

4) The Mac may need to be reset.

Solution: Restart your Mac via the Apple menu.

5) The connection between the EyeTV device and the Mac may be damaged or defective.

Solution: Try connecting the EyeTV unit using another USB cable. Try another USB port on your Mac or USB hub.

Status Message: No Codec

The "No Codec" error can happen when EyeTV receives video or audio in an unusual format. A codec is a compression and decompression standard used to prepare the video for use, like MPEG-2.

EyeTV has the ability to play many different types of video and audio, usually in the MPEG format. With recent changes in the standards for digital TV, it's possible that a new type of video will be broadcast before EyeTV knows how to read it.

An example of this is the transition to H.264 video. Older versions of the EyeTV software could not read it, and so this error message appeared. Newer versions of EyeTV were updated to support H.264, and then the error message disappeared.

Please try the following steps to see if they help with this issue:

1) The EyeTV software may need to be reset.

Solution: Quit the EyeTV software, and then restart it.

3) Auto Tune again.

Solution: Open the EyeTV Programs window. Visit the Channels section, and select your Service at the bottom of the window. Then, press the Auto Tune button to scan for channels. This will let you acquire the correct channel list.

4) One or more channels may be using a new codec for video or audio.

Solution: Visit other channels, and find out which ones have the error message. Then, while video is playing on those channels, choose Show Stream Info from the File Menu. An overlay will appear, listing the video and audio codecs in use. Please note this data, as Elgato Technical Support will need it to fully diagnose the problem.

Status Message: Encrypted

The "Encrypted" error can happen when EyeTV receives pay TV content from a digital service, that it is not authorized to receive.

Some EyeTV products have access to a Common Interface slot, in which a decryption card (CAM) can be inserted. If such a CAM is not inserted, then Encrypted channels cannot be viewed.

Please try the following steps to see if they help with this issue:

1) The EyeTV software may need to be reset.

Solution: Quit the EyeTV software, and then restart it.

2) A CAM may need to be inserted.

Solution: Contact your pay TV provider, to find out what specific CAMs will work. Not all services allow for the use of CAMs with EyeTV.

3) The CAM may need to be reinitialized.

Solution 1: Remove the CAM from the CI slot, and restart EyeTV.
Solution 2: If you are using an USB-based Common Interface device, then unplug it, and restart EyeTV.

4) The channel may be encrypted, and can't be received.

Solution: Some EyeTV units, like EyeTV units in the US, don't have the option of using a CAM. Therfore, all encrypted channels cannot be received with those products.

You can deactivate those channels by visiting the EyeTV Programs window, and unchecking them in the Channels section.

Status Message: Device could not be initialized

The "Device could not be initialized" error can happen when the EyeTV software can't fully communicate with the EyeTV hardware. This could be an issue with the USB connection, or some unusual error in the software or hardware.

Please try the following steps to see if they help with this issue:

1) The EyeTV hardware may need to be reset.

Solution: Unplug the EyeTV hardware from the Mac, power source, and video source. Wait a minute, and then attach everything again.

2) The EyeTV software may need to be reset.

Solution: Quit the EyeTV software, and then restart it.