Troubleshooting

No image is displayed on the screen.

• Make sure the power indicator LED on the camera is green.
• Disable the firewall and the antivirus software, then try again. If an image is displayed, perform the necessary adjustments to the firewall and the antivirus software settings before opening the Acquisition interface again.

The camera captures an image but does not display live video or record video.

Make sure the computer meets the minimum system requirements.

After installing the camera, other USB devices do not work correctly.

• Plug the camera into a different USB port (for desktops, it is recommended to use the rear USB ports).
• If the camera is directly connected to the computer, try using a USB hub. If using a USB hub, try connecting the camera directly to the computer.

The camera is not active within the CS Imaging Software interface. The camera icon is “grayed out.”

• In the CS Imaging Software, go to Options -> Preferences -> Camera. Make sure that Use a video capture source box is checked.
• From the Windows Control Panel, select Add or Remove Programs and make sure that CS Acquisition Interface is displayed.
• Reinstall the CS Imaging Software and the Acquisition software. See Connecting the Camera to a Computer and Installing the Software for more information.

The colors of the live video or captured images are not accurate.

• On the Acquisition interface, click  and select Video Adjustment Preferences, then adjust contrast and brightness.
• Check the contrast and brightness of the computer monitor.
• Reboot the camera.

Cannot enter tooth number in Tooth number option.

Make sure the correct country/region for the tooth number standard is selected in the General Preferences.

Blurred image.

Replace the sheath. See Preparing for Acquisition - Preparing the Camera for more information.

Live video/recorded video is choppy or lagging.

Make sure that the graphics card is using the latest drivers. Visit the website of the graphics card manufacturer to learn how to update the drivers.

Glitches with the display. For example, a "picture in picture" effect in live video or a flashing screen when dragging windows within the Acquisition window.

• Click Start-->Control Panel (View by Large Icons)-->Performance Information and Tools, and select Re-run the assessment to refresh the rating score.
• Make sure that the graphics card is using the latest drivers. Visit the website of the graphics card manufacturer to learn how to update the drivers.

Connection failure between the camera and the computer after computer standby.

Reboot the camera and the Acquisition interface.

For the monitor configuration, images cannot be found in drive C:\ after they are exported to the disk from the camera.

The transferred images are saved in folder C:\Users\<user account>\AppData\
Local\VirtualStore. This folder is hidden by default. Change the default setting for the hidden folders in your Windows operating system.

Tooth comments cannot be displayed correctly after they are exported to the CS Imaging Software.

Make sure that the language used for the tooth comments is the same as the language option in the CS Imaging Software.

Firmware upgrade fails when the Acquisition interface is opened.

Run your imaging software as an administrator.