My camera isn't connecting (Canon)

My camera isn't connecting (Canon)

Canon Camera Connection Troubleshooting Guide

Thank you for accessing this troubleshooting guide. By using the steps below, we're hopeful that your concern can be resolved quickly. Start with the Cable Check section and, as needed, continue through the rest of the sections until your camera connects to the Fundus Capture software. If you have taken the actions outlined in all of the steps in this guide without success, please submit a ticket for additional assistance from our staff by clicking on the NewVision support icon on your desktop or in your NewVision software.

Before getting started with the troubleshooting steps, click "Run Capture" in NewVision to launch your Fundus Capture software and check that Fundus Capture is indicating that your camera is not connected. The message you will see is "Cannot detect a camera." The screenshot below is an example of what you'll see in this instance. If this is not the message you see, please refer to one of our other troubleshooting guides.


Cable Check 

  1. Make sure all cords are connected, including the USB extension cords. It is important to disconnect the cords and reconnect them to ensure the connection is in tact. Cords will only go in correctly one way. If the cord connector is not sliding in easily, rotate or turn the connector over and try again. DO NOT FORCE cords into or out of the cameras or computer.
  2. Check that the cord for the remote connector is out of the way of the battery door flap. 
Incorrect: cord blocking flap
​
Correct: cord tucked out of the way of the flap
​​

Hot Shoe Adapter Check 

  1. Check that the flash trigger is securely connected to the hot shoe adapter. Slide the flash trigger into the hot shoe adapter to ensure a solid connection. 
Hot shoe adapter location
​
Incorrect: flash trigger not fully seated into hot shoe adapter

Correct: flash trigger fully seated into hot shoe adapter

Battery Drop 

  1. Close out of the NewVision and Fundus Capture programs on your computer. 
  2. Switch both the Fundus camera and Canon camera off (in no particular order). 
  3. Reboot the computer.
  4. On the Canon camera, open the battery panel and drop the battery out for 15 seconds.

  5. Reseat the battery and close the battery panel door. Make sure the cable is clear of the the battery panel door when closing. 
  6. Switch both the Fundus camera and Canon camera back on (in no particular order). 
  7. Reopen the NewVision software program and click "Run Capture" to launch your Fundus Capture software. 
  8. Go to your computer's Control Panel and click on "Devices and Printers."

  9. Click on the Devices section, NOT the "Add device" button.

  10. Check if the camera is recognized by Windows. In the example screenshot below, the Canon camera appears in the "Other devices" list.

  11. If the camera appears in "Devices and Printers," check the capture software to see if your camera is connected in the Fundus Capture software. The Canon model and serial must both appear in the title bar.  If the camera is detected, continue to the Test Shots section.
Canon model and serial number in title bar indicate connection
  1. If the camera does not appear in "Devices and Printers" or it appears in "Devices and Printers" but is not recognized in the Fundus Capture software, please submit a ticket for additional assistance from our staff by clicking on the NewVision support icon on your desktop or in your NewVision software.

Test Shots

  1. Now that your camera is appearing in "Devices and Printers" and is recognized in the Fundus Capture program, open a new test patient in the Fundus Capture software and take a few test shots.
  2. If the camera is flashing and firing and images are appearing in the Fundus Capture program, your issue is resolved. 
  3. If the camera is flashing and firing, but images are not appearing in the Fundus Capture program or those images appear as a single crosshair on a black background, the issue is likely due to your Fundus Capture software being out-of-date or there is something in the fundus camera blocking your view.  Be sure to look through the viewfinder to ensure you are able to view objects through the lens. Check that your angle changing lever and filter dials are all in proper position, as well as you are using the correct port setting for the system you have (upper/lower port).  Please submit a ticket for assistance with updating to the latest version by clicking on the NewVision support icon on your desktop or in your NewVision software.

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