9320 SERIES IR CAMERA USER MANUAL
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If the user encounters any problems while using the imager, refer to the following known
issues. If the problem persists, disconnect the power and contact customer support.
11-1 Camera(s) not showing, camera(s) lagging, or software crashing
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Ensure that camera has been powered on for a few minutes
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Verify that firewall is not blocking software
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Close and reopen software
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Verify that correct software is installed
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Uninstall & reinstall software, running as administrator
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Try IR Flash STM software. If already using, try a newer version.
•
Restart computer
11-2 Temperature readings are incorrect or facial recognition is suboptimal
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Close and reopen software
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Check that software settings are correct:
◦
Fixed temperature of 35 °C or 37 °C (95 °F or 98.6 °F), depending on
temperature reference source
◦
Temperature reference source has crosshair over it
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Remove masks & glasses
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Camera is proper distance from person
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Camera is at proper height
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Temperature reference source in view, perpendicular to camera, but not blocked
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Person is looking directly at camera lens, not at an angle
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Reconnect the camera to the computer and restart the computer
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Reconnect the power to the temperature reference source
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Temperature reference source power switch is on
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Camera and temperature reference source powered on for several minutes
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Ensure temperatures on back of temperature reference source match
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Camera is away from direct sunlight or reflective light
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Plain background
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Try IR Flash STM software. If already using, try a newer version.
11. Troubleshooting
