Knowledgebase: Syngene
Known Issue: G:BOX F3 & InGenius 3 Camera Issue With Windows 10 Anniversary Edition
Posted by Keira Davies, Last modified by Simon Gough on 07 October 2016 08:00 AM

The Issue

The "Anniversary Edition" update to Windows 10 has created an issue for some Syngene systems.  Specifically, this Windows update stops GeneSys from being able to communicate with the camera.

How To Determine If You Are Affected

If you have Windows 10 Anniversary Edition and one of the following Syngene systems, then you may have been affected by this issue:

  • G:BOX F3 (and OEM equivalents)
  • G:BOX F3 LFB
  • G:BOX F3 UK
  • InGenius 3

It's likely that GeneSys will display a “camera not connected” message on the home screen status icon.

To determine if you have the Anniversary Edition installed:

  1. Open the Run box.  To do this, hold down the Windows key and press R.
  2. In the Run box type the following and then hit enter: winver
  3. An "About Windows" screen will open. Look for the "Build" number.
    Screenshot of the About Windows window on Windows 10.
  4. If the "Build" is 14393 or greater then you have the Anniversary Edition installed. If it's a smaller number then you don't have Anniversary Edition installed.

The Fix

Microsoft have fixed the issue in Windows 10 that caused this problem.  The specific Windows update that incorporates the fix is: KB3194496

Your Windows 10 system should automatically download and install this update. If you want to force Windows to immediately check for updates:

  1. Press the Windows key on your keyboard.
  2. Type "check" into the box.
  3. Click on the "Check for updates" option.
  4. Follow the on-screen instructions to check for and install the latest updates.

Note: If your Windows 10 PC is part of a Windows Domain environment, it might not update straight away and you may not be able to force the system to update.  In this situation, you should speak with your systems/IT administrator to request that the update be applied.

A Note About U:Genius 3 Systems

The U:Genius 3 is also affected by this issue, but only if it is updated to Windows 10. 

All U:Genius 3 systems are shipped with Windows 7 installed and are NOT Windows 10 compatible.  They should not be updated to Windows 10.

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