This troubleshooting guide may help resolve your issue.  Our support department can be reached at or 510-654-8300.


Technical issues sometimes pop up more frequently than we all would like. Being a professional in the industry not only means you’re able to crank out stunning graphics in no time, you must also be prepared with essential troubleshooting skills. The solution is usually more logical than you may first think.

Many common issues can be resolved by considering the following:

    • Signal Flow – Think about the signal path from one device to the next. If you are having difficulty capturing footage from a deck, make sure your software settings match the format you are intending to capture! When monitoring video, ensure your devices are set to receive the signal format you are sending!
    • Loose/dead cables – Check your connections. 90% of issues will be resolved with this step. Just a little wear can damage a cable or loosen a connection.
    • Preferences – Sometimes application preferences become corrupt for a myriad of reasons. Mac preferences are stored in Users> (Username)> Library> Preferences.
      Windows application preferences are stored in Documents and Settings->(Username)-> Application Data.
      First backup the application’s preference folder, then delete from the previous location and try running the application again. Fresh preferences fix many issues.
    • Permissions – When working on shared storage or a SAN, users must open permissions for files they want others to be able to access. A user can have any combination of Read, Write or Execute permissions for any given file. If these permissions are locked, you can run into a number of issues.
    • Network Storage/SANs – If, for whatever reason, a volume will not mount, try rebooting the entire system. The power down/boot up sequence should always be, in order:Power off:
      1. all client machines,
      2. server(s),
      3. RAID array(s)
      4. Fibre and/or Ethernet Switches

      Power on:

      1. Fibre and/or Ethernet Switches
      2. RAID array(s)
      3. server(s)
      4. all client machines


  • Old drivers/software revisions – Check the manufacturer’s website for recent driver/firmware updates and software updates.

*Note about running software/os updates:
If it ain’t broke, don’t fix it. If a recent driver update releases a new must-have feature and you know it works, by all means run the update. However it is typically best to do your research before running updates. If you are unsure about a particular update, contact ASG Support or you may try contacting the manufacturer directly!



Below is a list of support numbers for your convenience.

AJA Product Support

Apple Support

Atto Technical Support

Autodesk Technical Support

Avid Technical Support

Matrox Technical Support