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Hot!Technical Help needed with XR-1!

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alegionofdavids
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2020/09/19 19:06:37 (permalink)
Hi, I just received the XR-1 today and OBS isn't recognizing the device / not getting any input. Only getting a black screen on obs. I have tried to do the following:
- disable hdcp on the ps4 AND on the device itself
- download the xr-1 driver
- tried several different obs programs (studio, streamlabs), uninstalled and reinstalled obs studio
- restart everything several times
 
It is all connected correctly to the PS4, and to the PC on a USB3.0 port. Yet still only black screen, obs saying the device has 'no signal'. I'm out of ideas and incredibly frustrated. Please help.   
 
EDIT - FINALLY got it to work...something about the webcam I use interfering with the port on the PC...anyway, I now have a new problem...SOUND.
 
I have added the xr1 in obs as the audio output capture source, and it just emits static. Have I done this right, or am I missing something?
post edited by alegionofdavids - 2020/09/22 12:43:55
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    rjohnson11
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    Re: Technical Help needed with XR-1! 2020/09/20 02:04:46 (permalink)
    In such a case contact EVGA tech support during normal business hours. 

    AMD Ryzen 9 5950X,  Corsair Mp600 Pro M.2 2TB, 128GB DDR4  Crosshair VIII Hero, RTX 3080 XC3,  Associate Code: H5U80QBH6BH0AXF

    #2
    dbellx91
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    Re: Technical Help needed with XR-1! 2020/09/20 05:59:06 (permalink)
    Hey alegion, have you tried resetting the device by holding down the center nob until it flashes white?
    #3
    Tech_JoseC
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    Re: Technical Help needed with XR-1! 2020/09/20 14:40:24 (permalink)
    You need to ensure that you are adding the EVGA XR1 Capture device as a Video Capture Device and adding the audio input capture individually as well with OBS. Make sure you did that first. 
    #4
    EVGA_JacobF
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    Re: Technical Help needed with XR-1! 2020/09/21 12:37:33 (permalink)
    Are other devices working? Also try loading up the Windows Webcam application and see if it shows there.


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    alegionofdavids
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    Re: Technical Help needed with XR-1! 2020/09/22 12:59:39 (permalink)
    So finally got the video to work, now the audio is all screwed up
     
    I have added the xr1 in obs as the audio output capture source, and it just emits static. Have I done this right, or am I missing something?
    #6
    EVGA_JacobF
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    Re: Technical Help needed with XR-1! 2020/09/22 17:58:29 (permalink)
    Can you add a screenshot of your settings in OBS? make sure that the audio source is set to XR1.


    #7
    nmalthus
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    Re: Technical Help needed with XR-1! 2020/09/23 06:38:38 (permalink)
    I have a similar problem but with OBS the video capture shows the PS4 for a couple seconds then it goes black but Nintendo Switch is flawless. 



    #8
    EVGA_JacobF
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    Re: Technical Help needed with XR-1! 2020/09/23 10:54:16 (permalink)
    Can you try disabling HDCP on PS4? May need to install software and disable HDCP on XR1 as well.


    #9
    punk4598
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    Re: Technical Help needed with XR-1! 2020/12/28 17:22:40 (permalink)
    EVGA_JacobF
    Can you try disabling HDCP on PS4? May need to install software and disable HDCP on XR1 as well.


    This fixed my issue!!! ^
    #10
    harumscarum
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    Re: Technical Help needed with XR-1! 2021/01/09 02:46:08 (permalink)
    I have this same issue with my PC... disabled HDCP on the XR1... my nvidia card recognized HDCP is off... iun OBS... screen will at first freeze after ~20 seconds... and then if I try to deactivate/reactivate I just get a blank screen...
    #11
    Traaaaan
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    Re: Technical Help needed with XR-1! 2021/01/09 23:36:14 (permalink)
    I had to manually set all the resolutions and such in obs. Leaving it on "default" caused me black screens.
    #12
    Battlepriest
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    Re: Technical Help needed with XR-1! 2021/01/23 17:33:22 (permalink)
    im gonna try this ,my ps4 is doing the same thing, but  the software wil not boot up on my pc  i installed a couple times, and rebooted pc but the software wont start up, im at work, gonna try to disable hdcp when i get hpme  dont no what to do about the software
    #13
    Traaaaan
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    Re: Technical Help needed with XR-1! 2021/01/23 20:54:21 (permalink)
    The xr1 software doesn't do anything. It basically only controls rgb and isn't needed.
    #14
    opticalbeard
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    Re: Technical Help needed with XR-1! 2021/02/12 22:13:55 (permalink)
    christ, i have had nothing but issues with this thing so far. im about ready to take it back to best buy
    #15
    EVGATech_DanielC
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    Re: Technical Help needed with XR-1! 2021/02/14 14:41:46 (permalink)
    Hey-o Opticalbeard, it sounds as if there may be something with your specific unit or setup, for advanced assistance please reach out to our support team @ Support@EVGA.com or reach out to us over the phone @ 1 (714) 528-4500

    Like our service? Please provide feedback for us at the link HERE
    #16
    harumscarum
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    Re: Technical Help needed with XR-1! 2021/02/25 03:24:31 (permalink)
    opticalbeard
    christ, i have had nothing but issues with this thing so far. im about ready to take it back to best buy


    I have had similar issues with my unit... I returned it to evga per their RMA... they sent me a 'new' unit... same issues.
    #17
    EVGATech_ChristianJ
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    Re: Technical Help needed with XR-1! 2021/03/01 11:16:18 (permalink)
    harumscarum
    opticalbeard
    christ, i have had nothing but issues with this thing so far. im about ready to take it back to best buy


    I have had similar issues with my unit... I returned it to evga per their RMA... they sent me a 'new' unit... same issues.




    Can you provide some more details on the issues you are having and the troubleshooting you have tried?
    #18
    Tagurmomisit
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    Re: Technical Help needed with XR-1! 2021/03/09 10:08:23 (permalink)
    Im having this issue, i streamed for 3 days fine then 4th day went to go stream and its soild blue. It shows on my tv but not obs. It pops up for a couple seconds then goes black. I feel like ive tried everything.


    ( edit)
    So i just did a update on my xbox and now the screen is showing on obs and my tv.... and no soild blue light. Very weird.
    post edited by Tagurmomisit - 2021/03/09 10:12:14
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    harumscarum
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    Re: Technical Help needed with XR-1! 2021/03/15 15:00:54 (permalink)
    Sure...
     
    I have been having this problem since the moment I received the device... and contacted support 5 days after I received it to let them know I was having issues.  I've done everything they have asked... here is what I do.. note:I use an elgato already (have for a year) and know how the capture cards work... the elgato works fine in this identical set up.  I had heard EVGA had a card and wanted to see about replacing my elgato.... or at least having another option.
     
    I connect the XR1 as per the instructions.  Whether I use my powered usb hub or plug directly in is irrelevant... I've tried both with identical results (both work.. with the elgato).  I turn OBS on... I create a video capture device for the XR1.. in OBS I see the monitor picture pop up... might even see my mouse move a little.. in ~20 seconds the screen in OBS freezes entirely.  Attempts to activate/deactivate the XR1 result in it not even showing any picture whatsoever... 1 time.. I got it to stream for 8 hours I think?  Next time after fighting with it.. 1 or 2 hours.. then.. never again.  Finally evga allowed me to RMA.... when it seemed like my pc would no longer even detect the device... and then the device they sent back.  Same problem.. except I've never successfully streamed with it.
     
    When I was first told I could RMA the device I was surprised to discover I had to pay to ship it back and asked if I could instead please send it back for a refund if I had to pay to send it back anyway... I was afraid the problem would resurface on the replacement device (as it did)... and I was already stressed out and frustrated from struggling with this piece of equipment.... I was told that I could not get a refund since it was not within the 14 days of receipt of product.  I replied letting support know that I had pointed out the original issue 5 days after receipt.. and I never received a response... so I reluctantly paid for and RMA'd the device.
     
    Last week I attempted what support had asked... sent them the results (3/8)... and have heard nothing back.....
    #20
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