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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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