Work through these in order:

1. Check the USB connection. Disconnect and reconnect the USB cable. If your computer is a desktop, try a USB port on the back of the case rather than the front — front ports are often extended from the motherboard and can't supply stable power to the camera.
2. Check camera power. Some cameras have a physical power switch that needs to be turned on. Certain models require an external power adapter to be connected before the PC will recognize them.
3. Check the driver. Open Device Manager → Imaging Devices and look for the camera. If it appears with a yellow warning flag, the driver isn't installed correctly — reinstall it. If the driver still won't install, contact technical support.
4. Lower the preview resolution and check exposure time. An overly long exposure time (over ~200ms) can also trigger detection issues — try increasing gain instead of exposure time to compensate.

If none of this resolves it, this is usually a driver or hardware fault — contact support with your camera model and S/N.

1. Remove the anti-dust cap from the camera's C-mount if it's still attached.
2. Check the light path toggle switch on the microscope — make sure it's switched to route light to the camera port, not just the eyepieces.
3. Increase exposure time and gain in the software to brighten the image.

This happens because the camera sensor and the eyepieces sit on slightly different focal planes. Ensure you are using the correct C-mount adapter between the camera and the microscope's trinocular port, and adjust the adapter until the live image comes into focus.

If a shadow or spot stays in the same position on screen even when you move the sample, the issue is on the optical path, not the sample. Check in this order:

1. Anti-dust film still on the camera's C-mount — remove it.
2. Dirty objective lens — clean the objective.
3. Dust on the camera's IR filter — clean the camera's optical port.

Try the following:

• Lower the preview resolution and check whether the frame rate/FOV improves.
• Reduce exposure time if it's set very long, and compensate with higher gain instead.
• If your PC is older or uses an Intel 8-series/C220-series chipset, this can also be a system performance limitation.

Possible causes, in order of likelihood:

1. Preview resolution set too high — try a lower resolution.
2. Exposure time too long — if you need exposure longer than 200ms, increase gain instead of extending exposure further.
3. Older computer or chipset — very old systems, or ones with an Intel 8-series/C220-series motherboard chipset, may not keep up with high-resolution live preview. Check the system requirements below.

This is caused by a mismatch between your light source's flicker frequency and the camera sensor. Fix it by:

• Increasing exposure time, or
• Reducing gain, or
• Switching off local incandescent/fluorescent lamps that may be causing the flicker.

If the live preview looks fine but saved images come out blurred, this is usually caused by slight vibration during capture (e.g., bumping the stage or desk right as the image is taken). Let the setup settle for a moment before capturing.

This is a lighting/white balance issue, not a defect. Run a quick white balance:

On a stereomicroscope:

1. Place a plain white paper where your sample would normally sit.
2. Click White Balance in the software to correct the color.
3. Remove the paper and put your sample back.

On a biological microscope:

1. Move the sample slide to a blank (empty) area of the slide.
2. Click White Balance.
3. Move the sample back into position.

This happens when the save settings aren't capturing the overlay data.

• For live (dynamic) measurements: Go to File Save → Combined Measurements, check the box, then capture. This bakes the measurement overlay into the saved image.
• For still image measurements: After measuring, use the Save or Save As shortcut on the right-hand panel — don't rely on a general capture command.

Antivirus/firewall flags the installer or shows a shield/warning icon
Some antivirus or firewall software mistakenly identifies the software's DLL files as threats and deletes or quarantines them, which breaks the install. If you're prompted to isolate or delete files during setup, choose to ignore the warning, or set the installer as trusted in your antivirus software first.

"TCapture.exe – Application Error" on startup

• Windows XP: delete C:\Documents and Settings\Administrator\Application Data\TCapture
• Windows 7/8: delete C:\Users\Default\AppData\Roaming\TCapture
  Then restart the software.

"TCapture.exe – Could not find components"
Completely uninstall the software, reboot your PC, then right-click the installer and choose Run as Administrator to reinstall. When you first launch the software afterward, also right-click the icon and select Run as Administrator.

"Unable to execute file…" on startup
Same fix as above: fully remove the application, reboot, reinstall as Administrator, and launch as Administrator.

"libusb0.dll is missing"
Contact technical support directly for this one — it needs a hands-on fix.

"Cannot find the USB Key!"
Some software versions are encrypted and require a physical USB dongle to run. Make sure the dongle is plugged in.

Error mentioning missing Visual C++ components, or "MDB" error
Your system is missing the Visual C++ 32-bit runtime library the software depends on. Install VCredist_x86.exe (included on the CD that shipped with your camera) or download it from Microsoft's website.

"OPM abortInitializing…" error after installing
This is usually caused by a conflicting library file (libiomp5md.dll) — often from other software like GoPro Studio — that clashes with the imaging software. Try removing libiomp5md.dll from C:\Windows\System32 while running the imaging software.

Software hangs or crashes after capturing several images, saves take up to 30 seconds
This typically happens when your save directory is a network drive — uploading files over the network spikes CPU usage. Change your save location to a local hard disk.

Sharing calibration files between computers

• Older software versions: locate CalibrationTable.ini in the Application Data folder on the system drive (you may need to unhide hidden folders) and copy it to the same path on the other PC.
• Newer software versions (V4.0+): use Parameter → Backup to export your settings, then load them on the other PC via the same menu.

Basic calibration steps (all measurement-capable cameras)

1. Use a calibration slide on the microscope and get the clearest possible focus.
2. Open the calibration tool and draw a reference line on the live preview.
3. Enter the actual real-world length of that line, and select the correct unit (cm/mm/µm).
4. Set the objective magnification ("Zoom") if you plan to switch magnifications later — otherwise select N/A.
5. Name and save the calibration file (up to 10 calibration files can be stored).
6. Click Start Measurement to begin using it.

Note: If you change magnification or switch to a different sample/scene, create a new calibration — an existing calibration file won't automatically carry over. For best accuracy, draw your reference line across a longer known distance rather than a single small scale mark.

If you're experiencing slow performance, freezing, or detection issues, first confirm your computer meets these minimum specs:

Operating System: Windows 7 or later (32/64-bit)

Processor: Intel Core i5, 8th generation or newer (or equivalent)

Memory: 8 GB RAM or higher

Storage: 500 GB internal drive

Systems below this spec — particularly older machines or those with an Intel 8-series/C220-series chipset — may experience slow frame rates or detection problems even when everything is connected correctly.

Have this information ready before you contact us — it helps us solve your issue faster:

• Camera model and serial number (S/N)
• Software version number and your computer's system specs
• A clear description of the issue, plus photos or screenshots if relevant