VIS-IR Thermography Detector Product Guide
Xtralis
36218_A2
29
10 Troubleshooting
The table below lists the typical problems, the possible causes and the solutions. Please check this
troubleshooting table if there is any issue with the system.
Problem
Cause
Actions
Problems during
installation or first launch
of the ViSM software
No administrative rights in the
computer
Use a computer with administrative rights.
Software update was installed
over an on older version
Uninstall earlier software version before
installing a new one.
Minimum requirements of the
computer are not met
Use a PC that meets the minimum
requirements.
No connection between
the detector and the ViSM
software
Power supply
Check that 24VDC power supply is correctly
connected and supplies the required current.
Communications
Check the communication cables and be
sure that you are using a 1000Mbps network.
Detector hardware connection
process
Disconnect the power and communications
cables to the detector. Connect the
communications cable then the power supply
cable.
Incorrect Ethernet adaptor
configuration in the PC using a
local network without DHCP
Configure a fixed IP address to the computer
in the same IP address range of the detector.
Different IP address range
between camera and the PC
Verify that the Ethernet card is configured
according to the camera’s IP address.
Images with delay in the
software
Communications
Check that the Ethernet line is established in
1000Mbps.
Blurred image from
detector
Dirty lens
Softly clean the detector lens. If an air purge
system is used, make sure it is working
correctly.
There is connection with
the detector, but the
software shows a black
image
Insufficient bandwidth in
Ethernet local network
Check that a Gigabit local network is used
and PC has a Gigabit Ethernet adaptor.
An antivirus software, firewall
protection, VPN connection or
similar is blocking the
communication with the
camera
Add the system software as exception to the
antivirus and firewall or try to disable the
security software, VPN or similar.
Measured temperatures
by the detector are
different than the
expected
The detector needs to get the
thermal stabilization
Wait 10 minutes to have a stable internal
temperature in the detector.
Automatic operation of the
NUC mechanism
Try to do an NUC from the software using the
NUC button in the Cameras tab.
Camera covered fault
Camera lens is covered
If camera is covered, remove the object
covering the camera lens, go to the detector
settings and under camera covered tab, click
reset to clear the fault.
