XIMEA xiX-Xtreme, Technical Manual

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5 Appendix
5.1 Troubleshooting and support
This chapter explains how to proceed, if you have issues in bringing your camera to proper operation.
At first, please make sure that you have installed the latest version of the following XIMEA software package, based on your OS:
•
XIMEA Windows Software Package
https://www.ximea.com/support/wiki/apis/XIMEA_Windows_Software_Package
•
XIMEA Linux Software Package
https://www.ximea.com/support/wiki/apis/XIMEA_Linux_Software_Package
•
XIMEA macOS Software Package
https://www.ximea.com/support/wiki/apis/XIMEA_macOS_Software_Package
Please make sure, that you have connected your camera with the appropriate XIMEA cable to an appropriate port. Ensure that the connec-
tions are carefully locked. Follow the instructions described in section
4.3 (run the camera with the Ximea CamTool). In case that you still
have issues, please read the following chapters.
5.1.1 Worldwide support
We offer worldwide first level support to you by our partners. Please refer to your local dealer if you need technical support for your camera.
5.1.2 Before contacting technical support
There are several steps to take before contacting your local dealer for technical support. In case you cannot display images from your
camera, please open the XIMEA xiCOP software (please see section
4.4 ). It will immediately start searching for connected cameras. Your
camera will appear in the XIMEA camera list on the upper left side of the xiCOP window if it is connected properly and your USB interface
meets the minimum system requirements described in section
4.1 . If the camera does not appear, please proceed with the following steps:
Step 1 Click on the button “Troubleshoot My System” and follow the instructions that are suggested.
Step 2 If step 1 does not lead to a positive result, please click the button “Save diagnostics”. Keep the diagnostic file ready for providing
it to support.
Step 3 Contact your local dealer where you bought the camera either by phone or by email for first level support. They will decide if they
can help you immediately or if more information is necessary for initiating the next steps.
5.2 Frequently Asked Questions
•
Frequently Asked Questions
http://www.ximea.com/support/wiki/allprod/Frequently_Asked_Questions
•
Knowledge Base
http://www.ximea.com/support/wiki/allprod/Knowledge_Base
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