In some rare cases it may be possible that your Elgato Game Capture 4K60 Pro may not be recognized by your PC.
Please follow the steps below, in order to possibly resolve this issue:
1) Please try Elgato Game Capture 4K60 Pro in another PCIe slot on your Motherboard.
Please note: Some Motherboards have specific limitations on which lanes can be used in combination. Check with your Motherboards manual or manufacturer for information regarding PCIe Lane Limitations.
This is specially important when you use NVMe M2 drives, this can change the PCIe lanes that are available in other slots. Please refer to the Motherboard manual to check if this may impact other PCIe slots for you. In some cases it may be helpful to use another M2 Slot if available, or if two NVMe M2 drives are installed try with only one NVMe M2 drive.
2) Make sure your Motherboard BIOS is up to date (please contact your Motherboard Manufacturer for help and on how to update the BIOS).
3) Try it with a Cold Boot:
- Shut down the PC and disconnect the power cord from the power supply for 30 seconds
- Press the Power button for a brief second to unload any leftover energy that may have resided
- Reconnect the power cord and then restart the PC
- Recheck, if the Elgato Game Capture 4K60 Pro is recognized correctly now
4) Check your Motherboard Manual and make sure that any existing feature within the BIOS, called "Fast Boot" is disabled.
5) There is also a Windows 10 feature in the Power Options, concerning the behavior of the Power Button, that could cause problems. Please disable this feature (see screenshot below):
If you still encounter problems, then please don't hesitate to contact our Support Team immediately.