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Thread: DMK 33UP2000 Error device lost

  1. #1
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    Jan 2018
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    DMK 33UP2000 Error device lost

    Hi everyone,

    I've seen that "Device Lost" errors appear to be typically associated with power fluctuations.
    I simply would like to understand if this is really my problem, or maybe something else.
    I have my DMK 33UP2000 camera connected straight on to USB 3.0 port of a desktop windows 7 PC.
    I have tried plugging it to both front and back ports, but the result is the same: after some seconds, typically anywhere between 2 and 30 s, IC Capture 2.4 tells me it lost the device.

    Is there anyone that could help me troubleshoot this?

    Many thanks,

    Ricardo

  2. #2
    Join Date
    Jan 2003
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    Bremen, Germany
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    Re: DMK 33UP2000 Error device lost

    Hi

    In order to narrow down your problem, I need some more information:
    Camera
    - Serial number :
    - Version of camera drivers (use Device Manager):

    In case you use an USB 3.0 camera:
    Use Windows Device Manager to query following:
    - USB 3.0 Chipset (Intel, Renesas ....) :
    - USB 3.0 controller driver manufacturer / version :

    Computer
    - Operating system :
    - Computer model :
    - Computer manufacturer :

    If there is a Virus Scanner installed, please try to run the camera with the scanner being disabled.


    Thank you in advance!
    Best regards
    Stefan
    IC Imaging Control Support

  3. #3
    Join Date
    Jan 2018
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    4

    Re: DMK 33UP2000 Error device lost

    Hi there,

    Sorry, I'm new to this forum, hope my last message with the details of the desktop configuration went through and the message is simply awaiting Ok from moderator.

    Wanted to add that in the meantime I have tried the camera on another computer, a Lenovo ThinkPad T470p with Windows 10. The USB 3.0 chipset is from Intel and the drivers are from Microsoft (v. 10.0.15063). Tried with laptop connected to mains and on battery alone.

    I observed the same issue. The camera can image for a seconds and then it suddenly the Error of device lost appears.

    Hope this helps to TS

    Best,
    Ricardo

  4. #4
    Join Date
    Jan 2018
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    4

    Re: DMK 33UP2000 Error device lost

    It seems my previous message did not go through for some reason.

    To clarify, I opened this thread to report on an issue first detected on a desktop windows PC. As you can see from the previous post, I have in the meantime tried this on a laptop and the same situation appears.

    For completeness, the configuration of the system as inquired by Stefan is the following:

    Camera
    - Serial number : 22710667
    - Version of camera drivers (use Device Manager): 4.1.0.1194

    In case you use an USB 3.0 camera:
    Use Windows Device Manager to query following:
    - USB 3.0 Chipset (Intel, Renesas ....) : Intel (3.0) and ASMedia (3.1)
    - USB 3.0 controller driver manufacturer / version : Intel 5.0.0.32 & ASMedia 1.16.36.1

    Computer
    - Operating system : Windows 7
    - Computer model : Custom
    - Computer manufacturer : Custom

    Many thanks,

    Ricardo

  5. #5
    Join Date
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    Location
    Bremen, Germany
    Posts
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    Re: DMK 33UP2000 Error device lost

    Hello Ricardo

    first of all, make sure, the camera is not connected to the ASMedia controller. ASMedia is somewhat strange and its driver generated blue screens on my computers.
    Also do not use the front side USB 3.0 connnectors, their wires are often bad shielded inside the computer, so the power supply or other hardware could emit and disturb the data on lines. An USB controller would disconnect the device, if the connection is too bad.
    Try another USB 3.0 cable.
    In Windows 7 use the driver of Intel for your USB 3.0 controller, not the Microsoft driver.
    Make sure, no Virus Scanner interferes with the camera or USB controller.

    If the disconnects are randomly, it is very hard to narrow down the situation. Try to figure out the circumstances, when the camera disconnects. Power fluctuations are always bad.
    Best regards
    Stefan
    IC Imaging Control Support

  6. #6
    Join Date
    Jan 2018
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    Re: DMK 33UP2000 Error device lost

    Hi again Stefan,

    We have done as you indicated. Altogether, two different computers with two different cables, attention to drivers and antivirus was considered, but the same issue remains. Is there anything else we can do to exclude possibility of faulty camera?

    Best,
    Ricardo

  7. #7
    Join Date
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    Location
    Bremen, Germany
    Posts
    4,864

    Re: DMK 33UP2000 Error device lost

    ok, then send the camera in. Please contact your camera dealer.
    Best regards
    Stefan
    IC Imaging Control Support

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