Aurora offers free support for all current products. This free support is offered though direct email to support@auroravideosys.com and through our Support contact page.

We also have an active user's forum on the Creative COW website. You may want to check out the Aurora Forum at CreativeCow.net for answers to your questions about workflow, setup, or legacy (discontinued) products. You can click this link for Aurora's Support Forum.

If you are having trouble with your Aurora Product, there are several things you can do before contacting Aurora Support:

1. Read the manual for your software to make sure you have made the proper settings in that software to use the Aurora product.
2. Make sure you have the card correctly installed, you are using the latest drivers, and that you rebooted your system with the drivers properly installed.
3. If you are able to select your Aurora product for video input and video output, you have the board and driver software correctly installed. You should be able to capture video from and play it back through the Aurora card.
4. If you are still having trouble, consult the FAQ and troubleshooting guides listed below. You can also check the Aurora User's Forum for peer-to-peer assistance.
5. If you have exhausted these resources, you can ask Aurora for assistance with your issue by mailing us at support@auroravideosys.com and we will assist you.

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Our troubleshooting pages are divided into four parts: the General section, for common issues and resolutions for both Fuse and IgniterX, a Fuse-specific section, a Mac OS 9 section for Igniter, and a Mac OS X section for IgniterX. Please view the General Troubleshooting section first, and then proceed to the section for your video card.

General Troubleshooting
Fuse Troubleshooting
Igniter on Mac OS 9 Troubleshooting
IgniterX on Mac OS X Troubleshooting
Aurora Pipe™ Troubleshooting

Visit the Aurora Video Systems User's Forum

Our manuals go into great detail describing all issues related to installing, connecting video & audio devices, verifying proper installation, and configuring our products. In addition, the appendices contain technical specifications, troubleshooting information, tips & techniques, error and result codes, theory of operation, and test & measurement sections. We highly recommend utilizing the valuable information contained in the manual, much of which is repeated here. If you have encountered a problem with your Aurora product that is not documented here please inform our technical support staff.

For sales, warranty, and RMA information, see the Terms and Conditions stated on this site.