It may happen that a camera does not deliver an image even if it has been configured correctly and is apparently activated by vistrax for the purpose of image acquisition. The latter may be indicated by an LED lighting up.

The absence of an image during acquisition can have various causes:

• The camera is connected to a USB-HUB without its own power source. - Connect the camera directly to a USB port of the PC and check whether an image is generated during acquisition.
• The camera does not support the encoding (YUY2) used by the operating system. - This error was observed under Windows 10, version >=1803 to <1903. These Windows versions have an error and only support the so-called YUY2 as encoding. The error was fixed with version 1903. We therefore recommend updating to version >= 1903. If it is not possible to update your Windows version, we recommend using a camera that supports this encoding. Currently, we recommend the Logitech C930e, as it has established itself as the reference model on the market.
• Make sure that your anti-virus program allows access to the camera. Some anti-virus programs use endpoint security to prevent access to the camera to be used.
• If you only get a white image when capturing an image, check the selected format in the configurations.If you have selected the option "automatic" there, then switch to a supported format. Please note the previous note regarding a faulty Windows 10 version.
  • The following formats are currently supported: YUY2, MJPEG, RGB24