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Technical Bulletin "Interface Not Supported" Error and How to Troubleshot The "Interface Not Supported" error occurs when there is no communication between the camera and the DROPimage software. There are variety of potential causes for this error - some are hardware and some are software. Here are the recommended troubleshooting steps: 1. With the PC turned on and the camera connected, there should be power to the camera. With all of our F Series and U Series cameras, an LED will illuminate on the rear of the camera where the cable connects. (If you're not sure what camera you have, you can identify it on this page.) Check to see if you have a light illuminating on the rear of the camera. If yes, then the camera is getting power (good). If there is not light (bad), check the cable and make sure the cable is firmly connected at both ends and the PC is powered on. Note that in most cases, the bus on laptops and notebooks is insufficient to power the camera. TIP: All U Series cameras must be connected to a USB 3.0 port. If you connect to a USB 2.0 port, the camera will not work. 2. If you have a light on the back of the camera, the next thing to check is to see if the driver is loaded and working. To check this, go to Device Manager and for the F3 & F4 Series and all U Series cameras, locate the Basler section and a camera should appear as shown below.
If the camera does NOT appear in the Device Manager, that would indicate that the driver may not be installed, or, if installed, the installation may be corrupt. Thus, the next step would be to install or reinstall the camera driver. You will find the install file on the thumb drive or CD that shipped with your instrument. Note that F3, F4 and all U Series cameras, the driver is called "Basler pylon". For F1 Series only, the driver is called FOcontrol. TIP: If you have an F1 Series camera, the driver is only supported up to Windows 7 32-bit. It will not work on any newer version of Windows. Contact us for information about our Upgrade Kit. 3. After you install or reinstall the camera driver you can test it. This video shows how to check any F3, F4, and any U Series camera for live video. 4. Once you have the driver installed properly and can capture live video, you should be good go to. Go ahead and test DROPimage to make sure it connects properly and you can take measurements. * * * If you require any
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