Service and support

Connection problems?
We'll help you troubleshoot.

Capture results depend on the source, ports and cables, computer configuration and software settings. When contacting technical support, include the product model, connection method, system and software versions, and screenshots to help us identify the cause.

For a return or exchange, give an accurate reason and apply through your purchasing channel.

Compatibility information includes capture specifications, format combinations and usage limitations. Contact technical support to confirm a specific device setup.

01 / Setup support

Free basic setup guidance,
starting with the right connections.

For assistance after purchase, contact the official customer service of the store shown on your order. Guidance covers port connections, device detection, and picture and sound settings in capture software.

01Buy the product
02Contact the store's customer service
03Arrange remote guidance

Scope, number of sessions, availability period and arrangements follow the purchased package, order details and the purchasing channel's published terms.

02 / Connection guide

Capture in two steps; add pass-through if needed.

Signal source

Camera / Gaming device

HDMI OUT

HDMI IN

M60 MASTER

USB-C

USB data port

Computer / Capture software

Select video and audio devices

Optional pass-through: M60 LOOP OUT → Monitor / TV HDMI IN

No driver installation is required. Once the system detects the device, select it in the capture software. External devices and cables must match the relevant ports.

4K60Maximum USB capture

MJPEG4K60 encoding format

USB 3.2 Gen 2High-speed data interface

Supports 4K signal input and pass-through. Capture depends on computer performance, port bandwidth, cables and software settings. Supported resolutions and frame rates vary by format.

03 / Troubleshooting

Check the signal first,
then work through each connection.

Follow the signal path to check picture, sound and device detection.

Black screen / No picture

Check that the source is outputting a signal, confirm it is connected to HDMI IN, and select the correct video device in the capture software.

No sound / Audio problems

Check the audio source, ports and wiring. Select the correct audio channel in the capture software and check mute and volume settings.

Dropped frames / Stuttering

Lower the resolution or frame rate, check the data cable, and connect directly to a high-speed USB port on the computer. Results depend on computer performance, bandwidth and software settings.

Device not detected

Try another USB port or data cable, reconnect or restart the device, then select it again in the capture software.

Protected content

You may be unable to capture HDCP-protected content. Use a source that permits capture.

04 / Ongoing setup assistance

When your equipment changes,
guidance is still available.

After changing computers, reinstalling the operating system or adjusting streaming software, you can still ask for guidance on basic connections and settings.

Third-party software and platform features depend on their current versions. Service does not include paid third-party software, computer repairs, network optimization or platform account services.

05 / After-sales benefits

Buy with confidence. Use it for the long term.

7 days

Returns and exchanges without a reason

Apply within seven days of delivery if the return and exchange conditions are met and the product remains suitable for resale.

30 days

Price protection

Apply within 30 days of purchase if the price-protection conditions are met.

5 years

Warranty service

Eligible products receive five years of warranty service under the applicable warranty conditions.

Eligibility, procedures and timelines for these benefits and free SF Express shipping follow the product details, order page, store notices and platform rules.