When you open Elgato Studio Software, if the device is not detected you may see the following error message. This can happen if there is a USB connection issue, an unusual error in the software, the hardware, or an incompatible device.

Elgato Studio Software is compatible with the following Elgato capture devices.

• Cam Link 4K
• Game Capture HD60 S+
• Elgato Game Capture Neo
• Game Capture HD60 X
• Game Capture 4K X
• Game Capture 4K S
• Game Capture 4K60 Pro MK.2
• Game Capture 4K Pro

For capture devices not on the above list, you may need 4K Capture Utility (Windows) or Elgato Game Capture HD (Windows/Mac computers) depending on the device.

USB Capture Card Troubleshooting

1. Verify the capture device is connected directly to the computer. If using a USB hub, dock or adapter, remove them and test directly if possible.
2. Restart the Elgato Studio Software.
3. Test another compatible USB cable if possible. Ensure the cable meets the requirements for your specific capture device.
4. Remove all USB devices from the computer except the mouse, keyboard and the Elgato device. Then reboot the computer and test without reconnecting the other devices. 
5. Test another computer if available.

Internal PCIe Capture Card Troubleshooting 

1. Ensure the Capture Card is fully seated in the PCIe slot.
2. Verify the motherboard provides the required PCIe bandwidth to the appropriate PCIe slot. 
   • More information can be found in this article
3. Restart (not shut down) the computer.
4. Test the capture card in another computer if possible.

If the issue continues, please contact Support through the Chat.