Was the camera working previously, and no longer works? Have you tried using different capture software to ensure it is not a software related...
There were no images attached. Could you please try sending them again?
Have you verified the shutter is working? Could you post a few more samples of varying exposure times including a dark frame? Does it respond...
No, I think you mentioned the key points. If nothing shows up in Device Manager, and a different computer does the same thing, it will need to...
To send it in, please submit the following RMA contact form. Once I receive it, I can provide you with an RMA number and return instructions....
Unfortunately, we don't. Unless it is a simple problem, there is not a lot we can do. You are welcome to send it in though and we can see if...
Was it working previously, and now is having this issue? Can you please provide the serial number for the camera?
Can you tell me the serial number written on the camera? Have you tested the camera on a different computer, or with different software such as...
Jennie, If you want to send it for service to us here in Canada, please submit the following RMA contact form. Once I receive the submission, I...
PM sent
I just finished testing a new camera at -20C ambient, and there is no case in which the fan should not be running. So if the fan is not running,...
Gary/Mark. Can you tell me the ambient temperature when the camera is started up and there is no fan?
PM Sent.
You can check the fuse "F1" by removing the back cover of the camera. It is to the left of the power connector on the PCB. If that doesn't...
Can you please submit the following RMA contact form? Once I receive it, I can provide you with an RMA number and return instructions:...
Be sure to check "Dual Chip Mode", on the Camera Control window "Setup" tab.
After a detailed inspection, we didn't find any foreign substances on the chip after cleaning and testing, and the source of the residue remains...
I don't think I saw it mentioned, but can I also suggest you try a different USB cable? Preferably a known good, and short USB cable (6' or...
Unfortunately, this is a delicate fix. Its best to send it in and we can correct the issue for you. Please submit the following RMA contact form...
With the camera powered off, the shutter should move freely. If you tilt the camera from side to side, do you hear the shutter sliding back and...
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