Labscope for Windows Freezes When Connected to ZEISS Axiocam ERc 5s via USB

[user-5182]

Hi,

We have a problem on some Windows 10 computers with Labscope freezing up when the computer is connected to a Axiocam ERc5s via USB. We can connect to the same camera from the same computer via IP with no problem. We have reproduced this behavior on at least three different Windows 10 computers with multiple ERc5s cameras. On at least three other Windows 10 computers they work fine. The computers have the same version of Windows and the same camera driver version. We have not been able to find anything that would indicate why it's not working on certain computers.

Has anyone else experienced this?

Thanks

-Scott

[user-3751]

Hi Scott,

Unfortunately, we can't reproduce this problem in our lab. Is it possible that we have an online meeting to see what is happening on the PC? Thanks.

Please send your contact information to albert.mo@zeiss.com

[user-5182]

Hi Albert,

I tried emailing you but I haven't heard back. Let me know the best way to coordinate this troubleshooting with you.

-Scott

[user-3450]

Dear support team!

I want to second Scott's comment about USB freeze problem. I experience the same behavior of Labscope with Primostar HD. While the camera is working via LAN \ WiFi it freezes on start when it is connected via USB.

[user-3751]

Hi,

I am not sure it's the same problem. When connects to the USB, the network connection is disabled. If the USB doesn't work, you can check the USB driver of your PC. Or contact the local ZEISS service.

[Linda Ambar]

Make sure you are using the appropriate version of Labscope and compatible with the ZEISS Axiocam ERc 5s. Labscope is ZEISS camera control software, so using the right version is important to ensure stability and compatibility between the camera wordle and the software.

[quitzo nsand]

I agree with Scott's assessment of the freeze-up caused by USB devices. Primostar HD has the same behavior as Labscope for me. The camera can be used over a local area network and wirelessly, however it won't activate when plugged in through USB. wordle today