Knowledgebase: Synoptics
GeneSys Camera Not Connecting Fix
Posted by , Last modified by Keira Davies on 24 January 2017 01:16 PM

If, after upgrading to version 1.5.7.0, GeneSys fails to connect to the camera, the following steps can be taken to fix the issue.

  1. Open the Windows Start menu, then right-click Computer, and then click Manage. (You may be prompted to enter an administrator password if the account you used to log in does not have administrator privileges).
  2. The Computer Management dialog will open. On the left navigation panel, select Device Manager.
  3. Expand the Universal Serial Bus controllers tab and locate the camera. The name will contain either “Synoptics”, “Atik” or “Artemis”.

    Screenshot of the Windows device manager.

  4. Right-click the camera and select Uninstall. The Confirm Device Uninstall popup will appear. Leave the Delete the driver software for this device unchecked, and select OK.



  5. From the Menu Bar select Action then Scan for hardware changes. The camera should now be added to list of Universal Serial Bus controllers.



  6. Close the Computer Management dialog and Restart GeneSys. The camera should now connect.

If the camera does not connect please Submit a Ticket in our helpdesk.

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