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Mex87
July 23, 2014, 11:27:09
Hello,
I have a problem with this USB3 Cam, installed on a Windows Pro 8.1 and keeping it connected to the usb3 port at system startup is not recognized, i have to unplug and reconnect it to make it work.

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System characteristics:

Windows 8.1 Pro
INTEL I5-4670S

******board is recognized as (Gigabyte MSB85TN-00)

Stefan Geissler
July 23, 2014, 11:48:36
Hello

Please have a look into Windows Device Manager and query, which USB 3.0 controller you use, e.g. Texas Instruments, Intel, Renesas . With newer Renesas chipsets, this is a known issue.

Mex87
July 23, 2014, 12:09:47
Uhm i'm not sure, but from the attached photo, I would say that the controller is intel
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and the unknown device should be the cam.

Stefan Geissler
July 23, 2014, 12:49:32
Pleas let me know:
- is the camera listed in "Imaging Devices" section of the Device Manager in the error situation? This point is not clear to me
- the serial number of your camera

Thank you.

Mex87
July 23, 2014, 16:31:45
Here's a bit of detail

On system startup this icon always appears, is this normal? It seems that windows install the drivers every time.
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The camera is recognized by the system, as you can see in the attached image.
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But the camera does not transmit pictures, seems frozen, and the available resolutions are low, while the camera supports up to 4128x3096
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it seems that it is connected as USB2 and not USB3.

Serial number should be 26410318.

Stefan Geissler
July 23, 2014, 16:50:29
The last screenhot is helpful! it shows the camera has two video formats only. That means, the camera detects itself being connected to an USB 2.0 controller.

If this only happens on system start, I guess, your USB 3.0 controller starts as USB 2.0 controller, together with the camera and then turns into USB 3.0, but the camera is already started. Therefore a camera dis- and reconnect is necessary to make it work.

We have a newer firmware for your camera, that may fixes this issue. Please create a support request at http://www.imagingcontrol.com/en_US/support/case/ so I can send this firmware by email.

Mex87
July 23, 2014, 18:39:46
Thanks Stefan!
Now seems ok, I did a little test and it works fine, I hope the problem does not happen again.