9640 SERIES IR CAMERA USER MANUAL
20
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
•
Ensure that camera has been powered on for a few minutes
•
Verify that firewall is not blocking software
•
Close and reopen software
•
Verify that correct software is installed
•
Uninstall & reinstall software, running as administrator
•
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
•
Close and reopen software
•
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
•
Remove masks & glasses
•
Camera is proper distance from person
•
Camera is at proper height
•
Temperature reference source in view, perpendicular to camera, but not blocked
•
Person is looking directly at camera lens, not at an angle
•
Reconnect the camera to the computer and restart the computer
•
Reconnect the power to the temperature reference source
•
Temperature reference source power switch is on
•
Camera and temperature reference source powered on for several minutes
•
Ensure temperatures on back of temperature reference source match
•
Camera is away from direct sunlight or reflective light
•
Plain background
•
Try IR Flash STM software. If already using, try a newer version.
11. Troubleshooting
