Trouble getting a capture card working

I installed an Elgado 4k HD capture card and haven't been able to get any signal from the input. It is recognized in the device manager. So I open the 4k capture utility which tells me 'device is in use by other software' or if I open Streamlabs OBS and go through the steps to add a source the card just doesn't appear. I've gone through all the troubleshooting I could find as relevant on both Elgado's and Streamlabs website and haven't been able to find a solution. Help in diagnosing or getting it working is appriciated

Build: Version 1909 18363.1379

In some cases the Elgado drivers do not install correctly. In these cases it is necessary to install the drivers manually. The link below should prove helpful

Elgato Gaming Hardware Drivers – Elgato

Tried it, which did not work.

So do you have other software besides OBS that might use the device? I would think the utility would tell you which app is using the device. Since it does not then what use is the utility?

no, Nvidia