Troubleshooting Capture

Troubleshooting Capture Feature

Be sure that the “NET Service” is located in Services.

This can be accessed though Control Panel > Administrative tools > Services.

If the service is not present, the capture utility was not installed correctly.

Be sure that the “NET Service (1.02 for black dot VirtGp utility)” is running.

(Generally, there should not be more than one instance of NET service running)

The service can be started or restarted from this window as well.

If another device is present in Game Controllers, it may interfere with capture.

Control Panel > Game Controllers.

To check whether or not this issue exists, see Checking Capture Buttons.

Controllers may be removed here or through Device Manger.

Control Panel > System > Hardware Tab > Device Manager.

Sometimes the default will be restored to an existing device here.

Icon Camera Drivers (Black Dot 64 bit)

Icon Camera Drivers

Icon Camera Drivers (Black Dot 64 bit)

The 64-bit Icon driver is compatible with all software except Dentrix Image, Easy Image, and Vixwin.

Click here to download drivers. (Also compatible with IRIS Camera)

IRIS Camera Drivers
(64-bit)

IRIS Camera Drivers (64-bit)

Please click the image below to automate your installations…

(Drivers-only are available further down this page)

Driver Downloads:

The following are recommended downloads for all manual installations.

The 64-bit IRIS driver [package below] is compatible with all software except Dentrix Image and Easy Image.

Click here to download video and capture drivers.

Black Screen

Black Screen Error

A black screen generally means that the application is not recognizing a signal from the camera.

Check to make sure that the camera is attached to computer and powered on.

If unsure, remember that the camera’s LEDs always illuminate during the initial powering on of unit.

Check to be sure that the camera is the selected/preferred windows video device.

This can be done in videoview > devices > Icon cam (USB_2820 for Dentrix/Easy Image).

Be sure that the video settings are properly configured. This can be done in VideoView and/or your imaging software.

Some software applications require that you direct their input to a specific video device or driver.

Refer to specific software setup instructions if unsure about this.

Some applications will display a black, blue or green screen if video capture card is installed.

Capture cards can sometimes be successfully disabled in device manager–reboot to be sure.

Otherwise, device needs to be removed in device manager, then physically removed from system.

This can be sometimes attributed to the hardware acceleration settings of the video controller.

This has presented itself in computers using an ATI video cards, Macintosh computers running Windows, and in Dimaxis software.

A symptom of this sometimes has been a frame of video only when the capture button is depressed.

Choppy Image

Choppy Image Error

Check that we are utilizing a USB 2.0 port. (usually shown as USB2…host controller)

If unsure, look in device manager, and in “view” select “devices by connection.”

If port is USB 2.0 check to see that a USB 1.0 repeater and/or cable is not being used.

This will reduce the communication speed well below the port’s potential.

If installing a powered USB 2.0 hub, be sure that it is connected to a USB 2.0 port.

Connecting the hub to a USB 1.0 port will provide power but not communication speed.

If sure that the port being utilized on the computer is USB 2.0, try using a shorter cable.

The 6 foot cable will have less resistance and loss than the comparable 15 footer.

If sure that the port being utilized on the computer is USB 2.0, adjust resolution.

This can be done in videoview > options > video capture pin. Set to 640×480.

Check to be sure that your computer meets the minimum system requirements:

Pentium 4 processor @ 2GHz

1024MB of RAM (2GB Recommended)

USB 2.0 Interface

Windows XP Service Pack 2

Error Open Cam

Digital Doc Error Open Cam

In certain applications, most frequently in Kodak Dental Imaging and Carestream, an “Error: Open Cam” message will appear.
This usually occurs when the imaging component is opened and the Iris camera is not connected.

It is often hidden behind other active windows and does not allow the selection of other items within application.

Sometimes the window will recreate itself each time the mouse is clicked elsewhere.

The solution to this issue is to install the appropriate PnP Service Update.

PnP Service Update for Red Dot Icon Camera.

This Service is included with the Iris Camera Installer.

These errors may be caused by power management settings in the Windows Operating System.

The USB Selective Suspend setting can be disabled using a tool included with the Iris Camera Installer called “USB Power Management”.

This tool can be found in: Start Menu>Programs>Digital Doc>Utilities>USB Power Management.

Another cause could be related to the power supplied from the USB port itself.

Digital Doc recommends connecting the Iris Camera through an externally powered USB hub.

These hubs are available for purchase through major dental distributors. Not all hubs are created equal,

please contact your preferred dental supplier for more information on Digital Doc USB Hubs (Part#: 4011565)

Lines in Image

Lines in Image Error

Try removing any other USB devices plugged into computer.

All USB ports on a system share an alotted power “pool.”

Try an alternate USB port on computer, preferably on the back of the tower.

Ports on monitors, front of computer, etc. are often underpowered.

Try installing a powered USB 2.0 hub (connected to a USB 2.0 port).

This provides standalone power to device, not sharing resources with other devices.

Check that you are utilizing a USB 2.0 port. (usually shown as USB2…host controller)

If unsure, look in device manager, and in “view” select “devices by connection.”

If port is USB 2.0 check to see that a USB 1.0 repeater and/or cable is not being used.

This will reduce the communication speed well below the port’s potential.

Iris HD Sleep Mode

Iris HD Sleep Mode Error

After 10 minutes of being idle, the Iris HD camera will engage Sleep Mode

To wake the camera, just move the device or press any of the buttons on the device

If the camera experiences issues waking, disconnect the camera and reconnect.

If the issue persists please contact Digital Doc Technical Support

Digital Doc Support line 800-518-1102
by Email
Live Chat

Checking Capture Buttons

(The following applies to “pulse” mode. See notes at bottom for variations.)

Navigate to Control Panel

Start → Control Panel

Select “Game Controllers”

(may be located in “printers and other hardware” on some systems)

Highlight “NET virtual joystick”

Select “Advanced”

Verify the same device is selected in the drop-down menu

Select “OK”

Select “Properties”

With the camera powered on, press and release either capture button.

Button “1” in current window should illuminate briefly.

Select “OK”

(For modes other than “pulse,” the following apply:

Level: Pressing and holding the capture button should keep Button 1 illuminated until released.

Dual: A quick press and release should illuminate Button 1. A press and hold should illuminate Button 2.

If unsure of correct mode, please see Installing Capture Utility )