Failed to Locate 2D Camera With Serial Number

Problem

Zivid Software outputs the following message:

Error

Failed to locate 2D camera with serial number XXXXXXX. Make sure the camera is connected to a USB 3 port and that the USB connector locking screws are tightened.

Failed to Locate 2D Camera With Serial Number

Note

Note: This issue is relevant to Zivid One+ cameras only.

Possible causes and solutions

Physical USB connection

Ensure the connector is screwed in tightly and completely. Use a screwdriver to tighten the connector screws. Hand tightening is not sufficient and often results in a few more turns left that can be turned only with a screwdriver.

The requirement to completely tighten the USB connector screws is part of the design related to the mechanical properties of the connection. The rubber gasket at the camera’s backside USB connector ensures the IP rating. Fully tightening the connector will elastically deform the rubber gasket, ensuring the IP rating and physical contact required for USB communication. Since there is mechanical tolerance in the thickness of the rubber gasket, some units do not require a tight connection to ensure robust USB communication. However, a loose connection does not guarantee water tightness. In addition, vibration can cause the loss of physical contact.

Incorrect 2D camera driver (Windows)

The screenshot below depicts the correct state of the device manager (camera has to be physically connected). You should find BU238MC camera under TOSHIBA TELI Digital Cameras. If the TOSHIBA TELI is not there and the BU238MC is under Universal Serial Bus, do the following:

  • Uninstall the BU238MC driver (click OK to delete the driver)

  • Re-plug the camera

The TOSHIBA TELI driver should appear in the device manager, as on the screenshot below, and you should have fixed the issue.

Incorrect Toshiba 2D camera driver

Missing 2D camera driver (Windows)

If TOSHIBA TELI does not appear in the device manager, that might indicate that the Zivid Software installation did not complete. While it is often safe to leave other programs open while installing, it can sometimes lead to issues like these. In this case, let the installation complete by rebooting your computer.