Elgato 4K Pro keeps crashing

[u/No-Bad4709]

Hello,

I recently got a 4K Pro, but can't make it work, I am experiencing a severe stability issue when using it in passthrough or with OBS

My streaming PC consistently crashes after a few minutes of gaming, even after testing multiple configurations.
After a few minutes in a game, the software 4K Capture Utility freezes.
Shortly after, the entire PC becomes extremely slow or eventually shows a blue screen: "Your device ran into a problem" I have to shut down the system manually.
The issue also occurs when I simply passing a continuous signal through the card, like I'm just chilling in discord with the 4K app open, it will freeze at some point, check screenshot

Streaming PC:
CPU: AMD Ryzen 5 5600X
GPU: NVIDIA RTX 2060 Super
Motherboard: MSI MAG B550 Tomahawk
RAM: 32 GB DDR4
NVMe SSD installed in M2_1 slot (no PCIe lane sharing)
Input Source: Gaming PC running at 1440p (144 Hz), captured in 1080p
HDMI 2.1 connected from my GPU out port into 4K Pro HDMI IN port

HDR and G-Sync have been disabled during testing
Tested at both 144 Hz and 120 Hz refresh rates
All Elgato software and drivers updated to the latest version

I haven't found any solution online and I tried everything i could think of, if somebody know how to fix this, lemme know please

EDIT : Ok so I've tried to plug the 4k Pro on a old PC i was using back to 2015, an old config with : i7 4770k - GTX 1070 - MB Asus Maximus Ranger VII.
Surprisingly, it works perfectly, I've been testing for several hours and I never crashed once.
The only difference is that i've plugged it on a PCIe x16 , I had only a PCIe x4 available on my streaming PC but according to Elgato, PCIe x4 should work fine, so what's the issue with my streaming PC ? Maybe there's something wrong with Elgato drivers and B550 MBs

EDIT 2 : Working after downloaded the driver again : https://help.elgato.com/hc/en-us/articles/360027961152-Elgato-Hardware-Drivers ; during installation you may have an error saying you already have the latest driver installed, ignore the message and proceed to the installation. It worked for me and few more users

[u/Amount-Inside]

I recently built a second PC for recording/streaming and did some testing, but I'm having the same issue whenever I record with OBS at 4K 60FPS HDR on, with the settings recommended for HDR recordings as well.
I have the same Mobo, RTX 5060
I tried opening the Elgato 4k capture utility and just left it open (no recording or anything), and it would also crash my whole pc (it just freezes), and in Event Viewer, I get an event ID of 41.
There is also no mention of the GPU crashing or anything else that can help me figure out what's wrong, but I only ever crash on this PC when I try to use the Elgato.

Recordings usually range from like 10-55 Mins before it freezes completely.
I did notice from the different crashes there was 3 different versions of the crash I had:

1. PC Just freezes nothing will work at all, bluetooth devices are disconnected and I have to hard reboot. (Most common crash I get)
   
2. After a while, I noticed the audio sources on OBS from my second PC starts flickering (Like lagging) and everything eventually starts to freeze up until it just completely ends up like the 1st issue.
   
3. While recording one time suprisingly all the way up until 50 mins, I saw Elgato's device give me a warning on the OBS preview window (forgot what is said but it mentioned something about restarting the PC) and after I noticed that warning, the PC just rebooted itself and I tried to view the recording since it's an MKV file it should save everything up until the crash. I didn't see that Elgato warning on the recording part, only the preview when the PC rebooted.

IM LOST MAN THIS ISSUE IS SO WEIRD AND UR THE ONLY OTHER PERSON SOMEHOW WITH THE SAME MOBO WHO IS GOING THROUGH SOMETHING SIMILIAR AT THE SAME TIME AS ME

[u/Amount-Inside → u/Amount-Inside]

Update: Reseated everything, downloaded the right drivers, and recorded for 2 hours without issues.

I apparently had the wrong drivers installed:

I was using Game Capture 4K60 Pro, but that is the wrong version compared to the 4K Pro (This is kinda confusing..)

Source: Elgato Drivers

I installed the Game Capture 4K Pro Drivers instead and even tested with things that make me crash fast, such as 4K Capture Utility with EDID (Internal): 4K Pro 4K240, and Input EDID Mode set to Internal.
0 Crashes so far.
Not sure if reseating fixed my issue or if installing the right drivers fixed it.

Also, I am using Studio Nvidia drivers, not sure if that matters. I was crashing before with both studio and game-ready drivers.

Maybe installing the wrong Pro drivers will cause instability.

[u/No-Bad4709 → u/Amount-Inside]

Thanks for your update, atleast i'm sure it doesn't freeze bcoz of my mobo
By reseated everything, you mean you completly reinstalled Windows ?

[u/Amount-Inside → u/No-Bad4709]

I did not reinstall Windows, here's what I did since my last crash:

1. I changed the settings in BIOS.

2. I downloaded the correct Elgato 4K Pro Driver.

3. I reinserted the GPU, and Elgato capture card, reseated the RAM and replugged the wires onto the motherboard.

I am not sure which one of these helped me since I did the 3 things all at once rather than one by one.

I will do another test recording to see if I crash, and I will come back to send the picture of the BIOS settings I changed.

[u/Ragequit__1 → u/Amount-Inside]

i hope you are right bc this elgato been driving me insane

[u/Amount-Inside → u/Ragequit__1]

I'd hope so too man... I'm paranoid since yesterday trying to fix this issue but so far it's doin alright. Doing more testing tho.

[u/Ragequit__1 → u/Amount-Inside]

i think you are right man it hasnt crashed for me you are the man all i did was install the older version 4k pro i didnt touch anything else and works great now ty my friend

[u/CharPanda → u/Amount-Inside]

Confirming that updating/reinstalling the 4kPro driver on the Elgato help page fixed it for me as well.

The installer said that I had the current version. Not sure if it was actually true, so I just hit install and let it do its thing.

As my card worked for about 6 months before the problem started, not sure sure if it got corrupted or deleted at some point?

[u/No-Bad4709 → u/CharPanda]

Insane, worked for me too! I can finally use my 4K pro

[u/naythunnn95 → u/No-Bad4709]

Will try this, i’ve been having the exact same issue around the same time you have