Diagnosable remotely - YES
Fixable remotely - NO
Screenshots of possible errors below:
Both of these are indicative of a loss of communication between the ZetaView mainboard and the video microscope camera.
To confirm the problem as a camera communciation problem, a remote support session can be arranged with the customer. Once logged in, ensure the customer has the ZetaView switched on, then open the "GigE Cam" programme from the small icon in the bottom right corner of the Windows task bar. If communication is present, the camera should appear in the list as below.
If the camera does not appear, there is a communication problem.
NOTE - if the camera DOES appear, check the IP settings are correct, by clicking on the camera from the list and going to the "IP Config" tab. The correct settings are below:
There are two likely causes of a communication error with the camera. Either a damaged/faulty internal Ethernet cable inside the ZetaView, or the camera itself has failed.
SOLUTION:
Important - always consult with PMX on this issue before actioning any fix.
Step 1 is always to replace the 4 short (25cm) internal Ethernet cables. In theory, this could be done by the customer themselves if they feel confident to get inside the instrument housing. A video guiding them through this process is available from PMX. Otherwise, a site visit will need to be arranged.
After replacing the 4 cables, reboot the ZetaView and check if the error is gone. If it is, the problem was one of the cables has become damaged and the problem is now fixed.
If the error is still present, the only other solution is to replace the videomicroscope camera.
Step 2 is to replace the camera. This cannot be done by the customer and must be carried out by an engineer. It can be done in the field though, and does not require the instrument to be shipped back to PMX. A replacement camera will need to be ordered along with a site visit.
A guide on how to replace the camera is available on the Analytik server.