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Troubleshooting

1. Cannot modify the serial number/device name

Issue Description

Some customers might have issues modifying the serial number/device name when they use a laptop that has an internal camera. The serial number tool will auto detect the internal camera rather than the external UVC camera module, which results in the conflict. Usually, the serial number tool will show the error logs as below:
1. Unknown device
2. Failded to write camera info!

Solution

If you encounter similar issues and run serial number tool on a laptop, please try to disable/uninstall the internal camera in the Device manager, then try the serial number tool in the following link:

2. Camera Detected as USB 2.0 (UVC 2.0) Instead of USB 3.0 (UVC 3.0)

Issue Description

Your camera is being recognized as a USB 2.0 (UVC 2.0) device instead of a USB 3.0 (UVC 3.0) device. This can lead to reduced performance or functionality. This detection is typically observed in:

  • Windows Device Manager: The camera might be listed under "Universal Serial Bus controllers" or "Imaging devices" with a "USB 2.0" designation, or its properties indicate a lower speed.
  • lsusb output (on Linux/macOS): The output shows the device connected at 2.0 speed, or its descriptors indicate UVC 2.0 capabilities despite being a UVC 3.0 capable camera.

Resolution Steps

Please follow these steps to ensure a proper USB 3.0 (UVC 3.0) connection:

1. Verify USB 3.0 Port Connection

  • First, ensure the USB cable is connected to a USB 3.0 port on your computer or host device.
  • USB 3.0 ports are often identified by a blue insert inside the port, or by the "SS" (SuperSpeed) symbol next to it.
  • Important: Connecting to a USB 2.0 port will inherently limit the camera to USB 2.0 speeds, regardless of the camera's capabilities.

2. Reconnect the USB Cable in Specific Sequence

  • This issue often occurs due to the order in which the USB cable is connected. Please follow these steps carefully:
    a. Disconnect from Camera: Carefully unplug the USB Type-C end of the cable from your camera.
    b. Connect Type-A to Host First: Ensure the USB Type-A end of the cable is already securely connected to the USB 3.0 port on your computer or host device.
    c. Connect Type-C to Camera: Now, carefully connect the USB Type-C end of the cable to the camera's Type-C port.

Explanation

Connecting the Type-A (host) side first often allows the host controller to initialize properly before the camera attempts to negotiate its highest possible USB standard. This specific connection order helps the camera and host establish a stable USB 3.0 (SuperSpeed) connection, ensuring it's recognized as a UVC 3.0 device and can operate at full performance.