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After installing AJA Desktop Software on Mac running High Sierra (or above), AJA Control Panel is reporting “Unsupported AJA Device”. How do I fix that?

Category: FAQ

Released: 2020-04-21

Platform(s): macOS Windows

Important macOS Mojave installation information

• With the introduction of macOS Mojave (v10.14), Apple now requests that third party kernel extensions be “notarized” by Apple. AJA’s device driver kernel extension has been notarized starting with AJA Software version 15.2. Apple has indicated that for security purposes, future macOS versions may prevent the loading of unnotarized device drivers, in which case, AJA software prior to v15.2 will result in AJA devices failing to operate (Unsupported AJA Device)

Important macOS High Sierra installation information

• With the introduction of macOS High Sierra (v10.13), Apple now requires that third party application developers be identified during kernel extension installations. Failure to do so will make AJA devices fail to operate (Unsupported AJA Device).

• Depending on your macOS version and AJA Desktop Software installation history, the following installation outcomes are possible:

◦ macOS Sierra and Earlier Supported Versions

- No problems exist for AJA software installation or updates with these earlier versions of macOS.

◦ Earlier macOS to High Sierra Update

- No problems should occur if the AJA Desktop Software package is already installed on macOS Sierra (or earlier) and then update your Mac to High Sierra. The identification of AJA as a trusted developer is “grandfathered in” to High Sierra.

◦ macOS High Sierra First AJA Desktop Software Install

- No problems should occur if your Mac is running High Sierra macOS, you install AJA Desktop Software for the first time, and you follow the instructions shown during installation (Figure 1).

- Do NOT click OK (Figure 1). 

Figure 1 — First-time installation on macOS High Sierra

Instead, click Open Security Preferences (or go to System Preferences>Security and Privacy) and then click Allow for AJA Video Systems (Figure 2).

Figure 2 — click Allow for AJA Video Systems 

NOTE: If after successful installation, you remove AJA applications from your computer using the AJA Uninstaller developer identification is retained by macOS High Sierra. Re-installation should proceed without any problems.

• Recovery from Installation Approval Failure:

◦ If you clicked OK during installation and skipped the developer approval step, the AJA Desktop Software installation will complete, but macOS’ GateKeeper security will prevent AJA’s device driver from loading, and AJA devices will not not operate (Unsupported AJA Device).

◦ Apple has allowed a time window, within which you can belatedly approve a developer after installation. If you go to System Preferences>Security and Privacy, within 30 minutes of installation, the developer message and Allow button will be available for use. After 30 minutes, however, the message and button are removed from the window. Recovery from this involves uninstalling all AJA files (some manually), reinstalling the AJA Desktop Software package, and clicking on Allow for AJA Video Systems developer. 

• Recovery from Installation Approval Failure (2nd Level if necessary)

1. Run the AJA Uninstaller, located in the AJA Utilities folder in the Mac Applications folder.

2. Access the Users Library, which is hidden. To access the library:

3. Go to the Finder.

- In the Finder Menu Bar and click on Go.

- Hold down the Option key. The Library folder appears as long as the Option key is held down.

- Go to Library>Preferences and delete all com.aja.*.* files. There may be one file or several files.

4. Remove AJA Control Panel from the Dock, if applicable.

5. Restart the Mac.

6. Install the AJA Desktop Software package.

7. During installation click on Open Security Preferences (or go to System Preferences,>Security and Privacy).

8. Under the General tab click on the Allow button for AJA Video Systems. The button is only available for 30 minutes

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