Blackmagic ATEM Mini Pro USB-C Connection Problems

Hi there. I have been helping a church with live streaming for about a month. Only a few people are in the sanctuary for the services and, via the ATEM Mini Pro, we were joining them up with the outside participants via Zoom, then sending that feed to Facebook Live. For the Zoom portion, we need the laptop(s) to see the Mini Pro as a webcam. That worked just fine for the first two weeks and, suddenly, the USB-C connection became very unreliable and almost impossible to use.
I'm now using a replacement unit, and the odd functionality is exactly the same at the first video switcher we received and sent back to Blackmagic yesterday.
This video is a rough demonstration of what I've been discussing with Customer Service, for which we have no real and consistently reliable solutions.
Primary computer:
Dell XPS, 1.6 Ghz Core i7, 16 GB RAM, built-in USB-C ports, Windows 10
1:12 - USB-C cable #1 (Nekteck 3.1 GEN2), "No ATEM found"
2:12 - USB -C cable #2 (AmazonBasics 2.0), "No ATEM found"
2:51 - USB-C cable #3 (Apple charging/data cable), "No ATEM found"
3:21- USB-C cable #4 (LaCie 3.1), "No ATEM found"
4:10 - USB-C to USB 2.0 cable (Zhiyun), through an Upgrow USB-C hub - connects!
4:46 - USB-C to USB 3.0 cable (LaCie), through an Upgrow USB-C hub - "No ATEM found"
Backup computer for testing:
MacBook Air: 1.2 GHz Quad Core i7, 16 GB RAM, built-in USB-C ports, Catalina OS
5:57 - USB-C cable #1 (AmazonBasics 2.0), "No ATEM found"
6:32 - USB-C cable #2 (Nekteck 3.1 GEN2), "No ATEM found"
7:05 - USB-C cable #3 (LaCie 3.1), "No ATEM found"
7:48 - USB-C to USB 2.0 cable (Zhiyun), through an Upgrow USB-C hub - connects!
8:14 - USB-C to USB 3.0 cable (LaCie), through an Upgrow USB-C hub - connects!
8:51 - USB-C cable #4 (Apple charging/data cable), "No ATEM found"
I haven't discovered any official, tech-spec recommendations regarding USB-C cables on the Blackmagic website or in the manual, but the AmazonBasics cable certainly worked two weeks in a row (plus at least a few days of testing before that).
One Customer Service agent has said maybe there's a power issue in the building, and excess electric coming down an HDMI cable is burning out the USB-C port. Another agent suspects that's not the issue (I don't, either, considering we have a lot of electronics nearby that aren't finicky, but we're double checking), and we do know the port still works, just not well.
If you've read this far, I hope you aren't experiencing this issue, because it's not fun! If you are, good luck, and I will update if I get any answers. Any ideas? I'll take those, too, and thanks!
1/19/2021 update:
We are now on the third ATEM Mini Pro unit, and it's no more reliable than the first two, so we've modified the workflow. As a refresher, our ideal path is to connect the ATEM to a computer running Zoom, to include outside people doing scripture readings and such. From Zoom, we would then go straight to Facebook Live. Easy peasy, when it works. Now (and unfortunately), we are streaming directly to Facebook Live from the ATEM ethernet connection. To integrate the Zoom participants, we put another computer and the lesser-used camera (of the four) on an A/B HDMI switch and toggle between the two signals, as needed.
In theory, the ATEM Mini Pro is an awesome device. After all the headaches, though, if I could time travel and changes some things, this device never would have become part of our workflow.
For even more info about this issue, check out this blog post:
www.kilmermedi...
For other interesting stuff, check out ‪@KilmerMedia‬

[@helloitscasey]

holy shit, dude. hours of troubleshooting and changing the data usb-c cable to my MacBook usb-c solved everything. bless you!

[@neofilm]

I was having problems with this too. But, using the same cables my elgato worked. Then I tried the ATEM on my desktop and it works fast and easy. It has to be the usb drivers.

[@bossonthelow1]

This actually helped me a bunch, thanks you Sir.

[@ErikThureson]

helpful - same issue for me, used an adapter then usb-c to usb and she worked! thank you

[@kilmerado]

Glad it helped!

[@wasbeen]

So good to know it's not just me..... tried many apps and several computers, but only had one cable handy

[@johnrkennedy]

keep in mind that most USB C cables you buy are rated for power only and not data. Or so has been my experience. But I'm currently having an issue with my atem that just won't connect AT ALL!

[@tegarz]

I'm using dell usb c cable which is came with 34" dell monitor at my office. At first, it didn't work, but i tried to flipping sides and switching the ends of the usb c jacks few times, and after few tries, it works.

[@kenney0313]

That's actually great news, since I'm planning to plug into a TB3/4 Hub via USB 3.0-to-USB-C & Ethernet.🔥

[@livesportsvideo]

Leads need to be USB 3.0 compliant with DATA, if using USB-C TO USB-A (Blue on the USB-A side if White or Black it will not work). Older PCs dont have USB C, some are still USB 2.0 therefore it won't work. Check that your Laptop / PC has USB 3.0 to avoid frustration. Other than that it could be a driver issue if all was working before. Certain updates, as we all well know can cause havoc in certain circumstances.

[@andreassteiner3134]

I thought my device was broken! Thank you for this information!! At first I used a USB-C TO USB-A cable with a white side. After reading your post I tried a USB-C TO USB-A with a blue side and now it works fine. Finally the Atem Mini is recognized as a webcam on my PC.

[@dag451]

Frustrating that this is still an issue...the next thing on my list to figure out is once it is connected why Newtek Connect won't see it as a webcam.

[@benjaminlunceford8691]

Bro your the man. The only guy on the internet with this problem 😂

[@kilmerado]

Haha, it seems I've cornered the market with the very specific problem! Wish I had a solution, but at least other people have found out they aren't alone with trying to resolve these weird tech issues....

[@GlitchMasterDouche]

Some things u need a hub for. Also, I don’t think at the time this product was released, they had C to C capabilities. That’s why it works when u use the hub to connect it from USB C to USB 2.0…it worked on both computers too

[@samueldarko1904]

I have a HP all in one kinda desktop and also I have the ATEM mini. The HP desktop does not come with the usb c port. My question is how do I connect my ATEM mini (usb c) with the HP desktop( without usb c)?

[@flybyw]

I have a similar issue with Jammy Guitar but IIRC Jammy clearly states that C-to-C won't work. So I use the provided C-to-A and a C hub with an A port. I guess these devices just use USB 2.0 with a C connector without conforming to the USB 3.1 standard for automatic host/client negotiation.

[@Giorginho]

By any chance, does your ATEM have fan sound or something similar to that? When starting up its louder for about 0.5 seconds and then it stabilizes, its not that loud but its noticable. Does this happen to you? Cant hear in this video because of background noise

[@kilmerado]

The 8 channel version we use does at startup, but I don't recall that happening on the 4 channel version.... It could be a self-cleaning mode, like some DSLR cameras have, and these units don't exactly seem consistent in their QC and operation.

[@monikahommer4133]

do you have an update, how does it work now?

[@kilmerado]

Hi, Monika. Unfortunately, I never found a reason for the issues. Blackmagic confirmed the first two units I sent back had problematic USB-C ports. After the third unit acted the same, we modified our workflow. Since we could no longer run our meetings through Zoom, after the ATEMs stopped working as a webcam, we moved away from using the USB-C port. The workaround, for when we have an outside participant joining us via Zoom, has been to use a separate computer to send an HDMI signal to the ATEM.

[@DrHansBrewery]

And if you use the network cable instead of the usb c?

[@kilmerado]

You can do that, but there are scenarios where having the computer see the ATEM as a webcam is the preferred use. When the units were working properly for that advertised function, we were able to use Zoom as the hub for our meetings/services, then send the signal out to video sites from there. After that stopped working, we had to get another computer and send the Zoom feed to the ATEM via HDMI.

[@andrewdetorres9018]

I was having the same issue and randomly remembered that some usb-c cables are one way, so another easy fix might be to flip your connections.

[@kilmerado]

Thank you for the idea... Blackmagic did confirm the USB-C port was no longer working on the units sent back, though.

[@NicholasReguin]

We’ve had basically the same thing - our ATEM won’t connect through network or through a USB and it’s getting pretty old.

[@kilmerado]

Sorry, man - it's definitely frustrating!

[@gerardobello1747]

This happened to me last night. During an event (on zoom) my video stopped working. Audio works fine but no video. I had to unplug the ac cable on the Atem mini and then started working again.

[@patcarroll79]

Hi. Would a external hard drive work in that hub ?

[@dra11y]

I'm having a perhaps similar issue with the Mini connected to my MacBook Pro via Thunderbolt dock. I'm developing a WebRTC app and have to keep reloading the page while testing & debugging. The video comes up most of the time, but all of a sudden, no video (the Mini is available as a device, but there is no signal). The only remedy is to unplug the ATEM Mini from power and plug it back in!! Probably the kernel extension/driver or something, but why is the USB connectivity on this device so flaky?

[@kilmerado]

I wish I had an answer to that question!

[@MsErathis]

i am also experiencing the same problem :(

[@kilmerado]

I'm glad I'm not the only one, yet sorry to hear that, as well. So far, Customer Service has been helpful to the extent they can be, although I shouldn't have to pay to ship problematic equipment... The original unit sent back was recently determined to have a faulty USB-C port. The replacement unit is getting sent back soon for an official diagnosis. Are you also able to connect only via this weird, hodgepodge connection?

[@JoshKaufmanstuff]

@@kilmerado did the replacement ATEM work?

[@doriginal69]

This happens on the extreme iso too. How annoying they have to fix this.

[@RhadzonyJR]

anyone got a definitive fix for this?

[@kamenwaticlients]

I'm having the same exact problem an now it is costing me money on the business end. It worked fine until it wasn't.

[@carlosvega2932]

hi,i suspect is not the cable itself,maybe its a mismatch between de usb chip either de atem or the laptop.Why? you put a hub that have their own chip usb.sorry about my english

[@kilmerado]

Thank you very much for the comment. It is an interesting thought, although the weird thing is that the USB-C to USB-C connection worked a number of times on the first unit. I hadn't performed any updates on the computers or switcher between when that connection worked and when it stopped, so it remains a mystery.

[@drysabre2242]

@@kilmerado I am not buying any explanation. If it worked few days ago and stopped working, there is nothing but Atem issue. As I said, piece of garbage.

[@peterlund4501]

I am not sure, but usually I make a firmwareupdate for the Atem Mini and after that it gets connected. And I started using the Ethernet cable to connect to the Atem. So I can connect to another computer.

[@maryonopalindung1137]

Hi, can share how to update the firmware? I have same problem,

[@peterlund4501]

@@maryonopalindung1137 here is a video on how to do it: kzbin.info/www/bejne/fIiTZ5eiop2ag5I

[@marszbrowse2894]

Use the right start up order, OBS tries to use your webcam exclusively

[@lstpersonalof]

Hey Your problem Is That The Computer Usb C Port Is A Thunderbolt Port Not A Regular Usb- C Wich is what the ATEM

[@victorrodriguez-di8cq]

same thing happens for me, it works well with a usb c to A cable, but usb C to usb C nothing

[@andrerodrigues3040]

Estou tendo o mesmo problema, porém, diferente de você, ainda não consegui encontrar o cabo usb-c correto. Estou precisando de ajuda.

[@lucassrfreire]

Encontrou modelo? Estou tendo o mesmo problema

[@AtelierLinhaePonto]

No meu funciona todos os cabos que usei, porem no obs a imagem fica tremendo (flickering)

[@hawks66]

this is why their company is called black magic, its black magic if it works or not. Ive had this with many many of their products, im swearing off.

[@FEBON]

use USB A to USB C cable and add a usb-c hub.

[@kilmerado]

4:10 / 7:48 / 8:14 - Thanks for the idea, but that isn't the intended use and only worked temporarily. The manufacturer verified the USB-C port stopped working properly on the units returned, and they weren't sure why.

[@jocelyncoaching]

Is BlackMagic doing anything about this?! I was on with a rude rep today who seemed to mansplain over me that usb-c to Usb-c is fine and that the data question vs power isn’t relevant 😡 now that I’m seeing thing I’m getting even madder that they are acting like whatever send it back and we will see if we can fix it Bc it’s outside warranty. Now it looks to me like a common flaw on their end. Grrr

[@kilmerado]

Great question, as they didn't really have any answers for me... Their techs confirmed the first two units had bad USB-C ports, and the third unit had the same issue. We finally threw our hands up in the air and just figured out a different workflow. Not ideal, but my patience in dealing with Blackmagic's customer service reps definitely ran out... Hopefully you ended up all squared away, though.

[@motoridevlogs]

i spent 4 hour with my client that with same issue as it does not working in Dell but eventually works in Mac os now he says that windows is poor Mac is great lol i say their is a problem in cable he says man thats brand new nothing wrong with cable lol thank now i will show him this video

[@MCMultiCam]

same problem here with my ATEM extreme - has 2 USB c ports and one broke, then the other broke. The service number guy was the biggest jerk ever what a jerk, he could have been nice telling me to pound salt, but guess they tired of everyone calling about the defective expensive product

[@quebuena111]

I’m having the exact same problem. Only that for a month and a half it was working with the usbc-usbc cable, although it used to disconnect suddenly. I’ve send an email and tomorrow I’ll call them.

[@kilmerado]

I hope it's an easier resolution for you. At this point, every two weeks Customer Service is saying "Check back with us in another two weeks to see if we have any more units available." That's curious, because the big retailers have the Mini Pro in stock, and I'm getting very tired of the runaround!

[@calark5812]

It's a piece of junk. Sent mine in after using it less than 10 times since purchasing it from B&H. Now that it's out of warranty and sent it in, Blackmagic says ithe main board is out and they don't have repalcements. How is this when they are still selling the ATEM mini pro? Beware, read all the reviews where so many are having USB issues with this device. Can't use the USB to control it, record to external drive or as virtural webcam.

[@bigsalu]

Hi everyone. Here's the solution. I had the same problem and was almost going insane. The solution is so simple. You have to go to the device manager in Windows and look for the BM Atem Mini there. You will probably find this under Video or Webcam. When you have found this, you only have to click on properties and on drivers and update them. If you don't see Driver Update, you need to click on the Admin Icon with Properties in the first tab of the property and follow the previous steps for Driver Update. Then maybe a reboot and you're done. With me it worked. I hope this could help you. And now in German: Hi alle zusammen. Hier ist die Lösung. Ich hatte das selbe Problem und war schon fast am verrückt werden. Die Lösung ist so simpel. Ihr müsst bei Windows auf den Geräte Manager und dort nach dem BM Atem Mini suchen. Wahrscheinlich findet ihr diesen unter Video oder Webcam. Wenn diesen dann gefunden habt, müsst ihr nur auf Eigenschaften und auf Treiber und diesen Aktualisieren. Falls euch Treiber Aktualisierung nicht angezeigt wird, müsst Ihr im ersten Reiter der Eigenschaft auf das Admin Symbol mit Eigenschaften klicken und die vorherigen Schritte für die Treiber Aktualisierung ausführen. Dann vielleicht noch ein Neustart und fertig. Bei mir hat es geklappt. Ich hoffe das könnte euch Helfen.

[@TheCarlossal]

and for mac? 😅

[@danmohan1981]

I also would guess that it's this kind of problem, but I've searched through device manager and (when connected with a USBC-USBC cable) can only find one device under audio. It's so frustrating, because my ATEM mini Pro is brand new (opened the box today). It was working over USBC-USBC, then I updated the atem software on my computer and it can't be found unless I revert to a USBC-USBA-USBC cable chain (my PC ONLY has USBC ports).

[@christoferlind77]

I had the same problem. The Atem showed up in device manager as an unknown device. I was unabel to upgrade the driver. Changing cabels didn't work either. However when I downloaded the latest software for my Atem mini pro from blackmagics supportpage and then upgraded the divice itself then it startet to work again! Worth trying.

[@RhadzonyJR]

@@christoferlind77 did you find a fix? i have the same symptom as you

[@chichoantena]

ATEM MINI PROBLEM INPUT HDMI ERROR.

[@angeleeshaw]

SAME

[@drysabre2242]

Same problem. I am returning this piece of garbage. In my case it is Atem Mini Pro ISO. $895.

[@kilmerado]

Better get it sent back while you're in the return window... We're beyond that, and the Blackmagic team doesn't have any replacement units right now. With the weird connection, the equipment worked fine this past Saturday, then wouldn't connect the next day, ruining our program that morning. It's amazing how unreliable these switchers have been.

[@arhauz9719]

upgrade your pc software, sir. it may work. i have no issue using my macbook with almost all type c data cable.

[@kilmerado]

Thank you.... Blackmagic confirmed on their end, as well, the ports were problematic on the returned units.