LT-1000 Troubleshooting

LT-1000 SOFTWARE COMPATIBILITY:

• Windows versions 7 – 10 
• HQ versions up to 2.0.99.1419
• NOT supported on Windows 11 or HQ versions higher than 2.0.99.1419

HQ closes when LT-1000 is connected and powered ON

We generally see this issue after a user updates from version 2.0.99 to the latest version of HQ. If everything worked fine before you updated, revert to HQ version 2.0.99.1419 using these steps:

1. Uninstall HQ (this will NOT remove your jobs, report templates, or customer contacts)
2. Download the Microsoft VC 9.0 Common Runtime installation file (vcredist_x86.exe) and follow the prompts to install it
3. Reboot your PC
4. Download HQ version 2.0.99.1419 and follow the prompts to install it

BLUE screen 

A blue screen indicates the LT-1000 isn't communicating with your computer. Most often this indicates a bad USB cord. Try connecting to a different USB port on your computer, then try a different USB cord.

BLACK screen (no live camera image)

• Try using the Troubleshooting Tool located in the top left HQ toolbar from the main HQ screen. Click on Tools > Troubleshooting Tools. In most cases the Troubleshooting Tools will solve connection issues with the LT-1000 and restore the video feed.
• NOTE: if the Troubleshooter doesn't finish look for a dialog box that may be hidden behind another window.

If the Troubleshooting Tool doesn’t restore the video feed, try these next steps:

• To rule out a camera issue test it with a known working SeeSnake monitor
• If you don't have access to a 2nd SeeSnake monitor remove the camera head and plug it directly into the LT-1000, see this article for reference: https://help.seesnake.com/support/solutions/articles/150000174111-troubleshooting-no-camera-video-on-monitor
• Power OFF your LT-1000, disconnect it from your PC, restart your computer, plug in your LT-1000, then power it ON.
• Make sure HQ has access to all cameras. A Windows update may have changed this without notice. Go into your Windows settings, select Privacy, Camera, and Turn on the "Allow apps to access your camera" toggle switch. Instructions Here
• Make sure Windows 10 privacy settings allow HQ to access cameras. See instructions with the following 2 links:
  • https://support.microsoft.com/en-us/windows/windows-10-camera-microphone-and-privacy-a83257bc-e990-d54a-d212-b5e41beba857
  • https://support.microsoft.com/en-us/windows/turn-on-app-permissions-for-your-camera-in-windows-10-87ebc757-1f87-7bbf-84b5-0686afb6ca6b
• In Windows device manager make sure your Device Manager recognizes your LT1000 as seen in the picture below. If it does not, there is a computer/connection/driver issue preventing this.
  
• If your computer doesn't recognize the LT-1000 try to manually install the LT1000 drivers. Directions are here: http://support.seesnake.com/faq-items/how-do-i-manually-reinstall-lt1000-drivers-for-hq/
• The driver install file is called “dpinst.exe” and is located here by default: C:\Program Files(x86)\SeeSnake\SeeSnake HQ\LT1000 Drivers. (Choose 32 or 64 bit version for your computer).
• Change the video settings by going to Settings > Video. Make sure "Allow HQ to control video codec" is selected.
• Try changing the video quality by going to Settings > Video and change the quality from MP4 to MJPEG (MP4 produces smaller files but is more CPU-intensive). If this isn’t the issue, use MP4.
• Temporarily shut down any CPU intensive software like antivirus software running in the background that may be interfering with HQ. Other open programs or processes can affect HQ performance.
• Run HQ as Administrator: Right+click on HQ and click "Run as administrator". This ensure that HQ has the access it needs to files and directories on your computer.
• Install HQ on a different computer, if you get live video there may be an issue with that particular computer that would be difficult for us to diagnose.
• Try the previous version of HQ, the support website has the previous version of HQ available for download.
• Send in a bug report from HQ by selecting “Help”, “send Bug report”.