Technical Support & Resources

Our website features a Camera-to-Frame Grabber Compatibility Tool that allows you to search by camera manufacturer and model. You can also consult our compatibility documentation or contact our technical support team with your camera specifications for personalized recommendations.

System requirements vary by product. Generally, our frame grabbers require a PCIe slot (x4, x8, or x16 depending on the model), Windows 10/11 or Linux operating system, and sufficient processing power and memory for your specific application. Detailed requirements for each product are available in the product documentation and on our website.

Firmware updates can be performed using our Firmware Update Utility, which is available in our download center. The utility provides step-by-step instructions for safely updating your device. We recommend backing up your configuration before performing any firmware updates. Detailed instructions are available in the firmware update documentation.

Our standard hardware warranty is 2 years from the date of purchase. This warranty covers manufacturing defects and hardware failures under normal use conditions. Extended warranty options are available through our Premium and Enterprise Support Plans. Detailed warranty information is provided in the product documentation.

To request a Return Merchandise Authorization (RMA), contact our support team with your product serial number and a description of the issue. Once approved, you'll receive an RMA number and shipping instructions. Please do not ship any products without an approved RMA number. Repair or replacement typically takes 7-10 business days after we receive the product.

The latest software, drivers, and SDK packages are available in our Download Center on our website. You'll need to log in with your customer account to access these resources. We recommend always using the latest version to ensure compatibility and access to the newest features.

Our SDKs support C, C++, C#, and Python programming languages. We provide comprehensive documentation, sample code, and API references for each language. Some of our products also offer integration with common vision libraries such as OpenCV, Halcon, and VisionPro.

Common installation issues can be resolved by ensuring you have administrator rights, disabling antivirus software temporarily during installation, and verifying system requirements. Our knowledge base contains detailed troubleshooting guides for specific error messages. If issues persist, please contact our technical support team with the error logs found in the installation directory.

Yes, we provide extensive sample applications and code examples with our SDKs. These examples demonstrate common tasks such as image acquisition, processing, and analysis. Additional examples are available in our knowledge base and GitHub repository. Our technical support team can also provide custom code examples for specific applications upon request.

We typically release major software updates quarterly and minor updates/patches monthly. Critical security patches are released as needed. Registered users receive email notifications about new releases. You can also check our website or contact support for information about the latest available versions.

Software activation can be done online or offline. For online activation, simply enter your license key in the activation dialog when prompted during installation. For offline activation, generate an activation request file and upload it to our license portal, then download and import the activation response file. Detailed instructions are provided in the software documentation.

Yes, you can transfer your license to another computer by first deactivating it on the current machine using the License Manager tool, then activating it on the new machine. Each license can only be active on one computer at a time. If you're unable to deactivate the license (e.g., due to hardware failure), please contact our support team for assistance.

We offer several licensing options including perpetual licenses, subscription licenses, and floating (network) licenses. Perpetual licenses include one year of maintenance and updates. Subscription licenses include all updates during the subscription period. Floating licenses allow sharing licenses across multiple computers on the same network. Volume discounts are available for multiple licenses.

Software maintenance can be renewed through our customer portal or by contacting our sales team. We recommend renewing before your current maintenance expires to avoid any interruption in support or access to updates. Renewal notices are sent via email 60, 30, and 15 days before expiration. Multi-year renewals are available at discounted rates.

Yes, we offer 30-day trial licenses for our software products. Trial licenses include full functionality to allow thorough evaluation. You can request a trial license through our website or by contacting our sales team. Our technical support team is available to assist during your evaluation period to ensure you can properly assess the software for your application.