DeltaPix Support

First some basic checks – maybe the problem is easily solved.

Our general troubleshooting list for freezing software or non-responding cameras is:

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1. USB cable must be high quality, and as short as possible, not more than 2mtr. USB cable problems during time can show up as black images, non-responding cameras, or other ways that not at first sight look like USB cable problems. Try another short good quality cable.

2. Do not connect the camera via an external USB hub.

3. Some computers build-in USB ports operate via an internal USB hub. Often, but not always, the ports on the front are using an internal USB hub. Try another port.

4. Some new computers try to save power by managing the power, powering down a USB port may cause the attached hardware to malfunction. See section ‘Fix an Annoying Windows USB Power Problem’ on how to avoid this.

5. Carefully avoid exposure to static electricity. Static discharge may cause the camera to freeze or malfunction.

6. Disable the internet connectivity. DeltaPix InSight may look for software updates, but your company security can block this, and cause the software to ‘hang’. As a test, disable the internet connection on the computer (disable Wireless, or remove cable). The Internet connectivity can also be disabled within the InSight software.

7. The software will not run on a ‘Guest’ account – avoid this.

8.The USB plug of the camera may become ‘loose’ and unstable during time, especially on systems with frequent cable plug/unplug.

9. If the camera is a USB3 camera, try it on a USB2 port.

10. Is the camera an InvenioIII camera, like e.g., Invenio 5SIII or Invenio 6EIII? Then check that the green LED is NOT blinking.

11. Check the communication to external devices. For serial COM port communication, the driver version is essential

We need the camera serial number and software version. The minimum information we require to give support is a short description of the problem, the serial number of your camera, the version of the ‘DeltaPix’ InSight you are using, and the serial number of your (optional) dongle. Without this, it is very difficult to support you.

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