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In the past 24 hours it has come to our attention that Kaspersky Endpoint Security 10/11 may cause camera connection issues with the Synoptics FlexCam models of camera that are used in the Syngene GBox F3, InGenius3 and UGenius3.

GeneSys will display the "connecting to camera" icon and stay that way indefinately.

Kaspersky has a "Block access to video capturing devices" function which can block these cameras.

To disable this function :

Open the Kaspersky Security Dialog by clicking on the "K" icon in the Windows Notification area of the taskbar.

In KES 10, select the Settings tab.  In KES 11, select "Protection Components", then "Application Control".

In KES 10, Select "Endpoint Control", then "Application Privilege Control", then "Applications".  In KES 11, Select "Essential Threat Protection", then select "Firewall", then "Application Rules".

In either package, scroll down to find "Low Restricted".  Right click on "Low Restricted" and select "Group rules".

Select the "Rights" tab.  Scroll down to "Suspicious system modifications" and set "Access to video capturing devices" to "allow".

Press "ok" to return to the main screen and press save.

Restart your image capture software and the camera should function as normal.

We have no reports of other AntiVirus packages causing any problems, but they may have similar features.

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Issue with sending reports to Office "Personal" 2016.
Posted by Stephen Barnard on 01 May 2018 11:51 AM

There have been reports of Syngene and Synbiosis software packages being unable to export reports to Excel.

After some investigation, we have discovered that Microsoft Office "Personal" 2016 is the Office package in all of these cases.  The "Personal" edition is an "app".

Microsoft have completely separated "programs" and "apps" in their operating systems, meaning that our "programs" cannot communicate with their "apps" effectively.

When pressing the "Export to" or "Send to" buttons in any Syngene or Synbiosis package, our software packages will create the report file and save it to the hard-disk correctly, but are unable to then start Excel to open the file.

This appears to be how Microsoft has designed the Office Apps and we have no way around this.

If you navigate to the exported file's location, you can then double click on it to start Excel and the report will load normally.

More expensive versions of Office, such as Enterprise or Professional, should respond normally.

Open Office is also unaffected.

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GeneSys version 1.6.1 Released
Posted by Simon Gough on 11 December 2017 09:51 AM

We are pleased to announce that the latest version of GeneSys (v1.6.1) has been released.

Some of the changes are:

- New feature Quick Quant added. A screen for quantifying user-defined areas.

- Fix for PXi and saving of lens settings.

- Some thumbnails images do not update on change to the main image. Now fixed

- Prevented multiplex composite images being inverted (invert button on enhance panel disabled if composite image being viewed)

- PXi wrong converter prompts: requires white light pad rather than converter screen. Now fixed

- Changing from Multiplex to Single in Series Setup can cause crash. Now Fixed

- Manual, locked protocol: exposure was not locked. Now fixed

- Iris is locked for blots in automatic mode for fluorescent dyes but should not be. Now fixed.

- Gnome Drawer opens after capture. Now fixed

- Simulator now does not have a binning factor greater than 6.

- Changed reporting of iris in image info popup to show 1 decimal place rather than 2.

- Changed how Stain free is selected: No longer goes through dye selection.

- Increased GBOX F3 systems from 3.8MP to 5MP

You can download the software updater from  here

Please disconnect the camera USB cable from the PC before installing the updated software.

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Update (2016-10-06): The issue described below has now been resolved by Microsoft.  Please see this knowledgebase article for the permanent fix.

It has been discovered that a recent update to Windows 10 (known as “Anniversary Edition”) has made problematic changes to Windows code that is used by many camera manufacturers.

Several models of Syngene hardware are affected.

  • G:BOX F3
  • G:BOX F3-UK
  • InGenius3

These models are all affected by this update and will display “camera not connected” on the home screen status icon.

The U:Genius3 model uses the same code, but runs Windows 7.  If a UG3 is updated to Windows 10, there are issues with the touchscreen in addition to this camera problem, but as long as the unit is not updated to Windows 10, no problems should be encountered.

OEM systems based on the above systems will also be affected.

Syngene are looking for a solution, in conjunction with the camera manufacturer and Microsoft.

If you are experiencing this issue please submit a ticket in our support helpdesk.  We can advise you of the short term options you have to work around this issue.  We can also respond to your ticket at a later date when a permanent fix has been made available.

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Welcome to the New Syngene Support Helpdesk
Posted by Keira Davies on 24 August 2015 05:07 PM

As well as providing our existing email and phone support, we now have a dedicated online helpdesk.  Through this helpdesk you can manage your support tickets, start an instant chat session with us and search our knowledgebase for help and advice.

The knowledgebase is in its infancy, but we will be expanding it over time with clear and concise articles explaining how to solve the common technical issues encountered.

Our online helpdesk is designed to be fast and simple.  It works well on phones, tablets and desktop computers.  We hope you will find it useful and that it will enhance your Syngene support experience.

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