1. Long press the reset pinhole on camera's back ( old camera like purchase in 2021 don't have )

2. Using the remote control
Press 【*】+【#】+【6】 one by one on the remote to restore factory defaults.

3. Using the camera’s web page
Log in via the camera’s IP, go to System Configuration → Default, then click "restore factory settings".

If the issue persists, please contact us at support@fomako.net, 
and provide photos of the two labels on the camera bottom.

1) make sure your display device support 4K resolution.  
2) To test the 4K image quality,  you can connect the camera to a 4K TV via HDMI cable.
3) Second, please use HDMI 2.0 version,   

    -1. check your HDMI cable's version, maybe you HDMI cable is HDMI 1.4, .  

    -2. check the TV's HDMI version, turn on HDMI 2.0 version.

Because blackmagic device use SDI level-B,  the FoMaKo PTZ camera use SDI level-A, at resolution 1080P60 , level-A and level-B can't work together. 

So, please change camera's resolution to 1080P30 , then, they can work togehter.

How to change camera's resolution? 

(1) Use HDMI connect camera to TV/monitor, press "menu" button go to camera's menu,
    then you can change camera's resolution 

(2) login camera's webpage -> go to video out, then you can change camera's resolution. 

Another , some Blackmagic device has SDI-A and SDI-B switch function,
you can also check your blackmagic device. 

- Model: K820N
- Supports 4K 60FPS, NDI HX3 and AI auto-tracking
- 20x optical zoom
-Triple tracking modes: human shape recognition, facial recognition and area tracking
- More stable and reliable tracking performance

- Compatible with Blackmagic and IP PTZ camera controllers
- Works with vMix, OBS and other live video streaming software
- Supports multi-camera video production for live streaming to YouTube and Facebook
- Compatible with video conferencing platforms including WebEx, Skype for Business, Zoom.us, Join.me, Vidyo, Lync, GoToMeeting, Blue Jeans, Cisco, Vsee, etc.

1. Please share order info: order number + purchase data +purchase country

2. Please share product model name: take a photo of camera bottom

3. Please share product current firmware version screenshot

4. Please share your request and what you have tried. 
If convenient, please send photos or videos via this website: http://www.wetransfer.com/
then contact us at email: support@fomako.net

For example search FMK20SDI Pro,

Click "PRODUCTS" → Find "FMK20SDI Pro" and click → Click "Upgrade" on the product page.

If you need further assistance, please contact us at support@fomako.net

The usual steps for upgrading include:
(1) Download the newest firmware from our official website, or Contact us for the latest firmware.
(2) Unzip the file which just downloaded, you will get ".mrg" files.
(3) Login camera's webpage by camera's IP address(e.g. 192.168.XX.XX) 
(4) Open "Update" page.
(5) Choose and upgrade ".mrg" files one by one
(6) reboot camera.

Yes,surely.We have very professional technical team,and it is our responsibility to help our clients when meet with any technical problem. make a phone call to us, or send an Email to us now.

1-Year manufacturer warranty with free replacement for quality defects.
(excludes misuse, accident, water damage, or normal wear)

3-Year optional service includes half-price trade-in for a brand-new unit at 50% of the original price.
Free repair service is also available, with the product to be returned to our factory.

Shipping for all above services: Customer pays return shipping; we cover delivery for replacements & repairs.

Lifetime technical support with 24-hour response.

Free setup guidance and remote assistance available with your order number + purchase date + purchase country.

While it is rare for our devices to face problems, our teams is always available to troubleshoot and answer questions.