Template for inquiring camera-related issues


Currently, there is a wide variety of camera-related issues that encompass topics such as troubleshooting, camera usage, improving point cloud quality, APIs, and more.

In order to provide more efficient assistance to inquirers, enhance overall effectiveness, prevent deviations in problem analysis, and establish a structured approach to addressing camera issues, this template has been devised.

This post aims to provide all camera users with preliminary analysis and troubleshooting approaches, thus preventing panic caused by urgent project situations. The post includes standardized tables for camera issue inquiries and a basic problem analysis process.

Important notes

The categorization of issues in this post, as well as their corresponding troubleshooting methods, mainly apply to currently mass-produced general structured light model cameras.

For unreleased and special camera models (X19, TOF, etc.), please follow the appropriate procedures and troubleshooting methods tailored to those models.

Question format

The format for asking questions is flexible, as long as the relevant issues can be correctly posed. This includes, but is not limited to, the following methods:

  1. Using screenshots.
  2. Making direct inquiries on DingTalk or in our online community.
  3. Using Word documents as a form of inquiry.

Inquiry template (* indicates required field)

Common information required On-site situation Instruction
Project name (optional) Project_xx
Project site description* Determine the number of cameras present, identify which camera is experiencing issues, and assess whether the on-site environmental temperature is excessively high or low.
Camera model* Examples: LSR L/ LSR S/ DEEP V4/ PRO S/ PRO M/ Pro S Enhanced
Camera serial number* Example: WAA228A40300XX
Camera mounting method EIH ETH EIH/ ETH
Camera power supply* Adapter Rail power Rail power is easily affected by the cable’s length. If the cable’s length exceeds 30 meters, the rail power supply typically needs a voltage boost of 2 volts.

Camera issue classification

There are several types of issues related to cameras: Camera connection issues, Camera capture issues, Camera point cloud issues, Camera accuracy issues and Intermittent camera disconnection issues.

Camera connection issues On-site situation Instruction
Camera indicator light - Is PWR S constantly on? - Is ETH indicator light constantly on? Based on the status of indicator lights, we can confirm the current status of the camera. If the camera is currently rebooting, the SYS indicator light will remain on.
Whether the camera has been upgraded.
Then troubleshoot by the guideline of camera disconnection issues.
Troubleshooting guidance for camera connection problems
Camera capture issues On-site situation Instruction
Camera first-time use Yes No Did the issue occur the first time the camera was used in a project?
Stage of issue occurrence During projection execution Right after powering on By considering the stage at which the issue occurred, we can determine its current characteristics.
Issue phenomenon No 2D images No depth maps Determine the key to the issue.
Server Logs - Yes (provide the screenshot of logs) - No (provide the screenshot of Log Entries) Please refer to Server Logs.
Camera can automatically recover - Yes - No (requires restarting the camera) By determining whether the camera can automatically recover, you can generally determine if the issue originates from inside or outside the camera.
Analysis process for camera image capture issues
How to troubleshoot issues where images/point cloud are not displayed in Mech-Eye Viewer
Camera indicator light status
Check Ports and Indicator Lights
Camera accuracy issues Introduction
Screenshot of camera intrinsic parameters* Comparing the intrinsic parameters and their standards can help determine whether the camera has any issues.
Previous camera intrinsic parameters* Compare previous camera intrinsic parameters with the current camera intrinsic parameters.
Camera unit matrix offset applied* - YES - NO
After confirming the information above, we can preliminarily assess whether there are any issues with the camera’s intrinsic parameters. This is mainly to distinguish between camera intrinsic parameter issues and robot-related problems.
On-site robot* Judging by the robot model, we can assess the accuracy level of the robot.
On-site situation* Capture an image or a video clip.
On-site temperature* Clearly specifying the temperature conditions on-site can assist in addressing temperature-related issues.
Intermittent camera disconnection issues
Camera disconnection time* Check by Mech-Vision/Mech-Center
Camera disconnection frequency* High frequency/ Once a day/ Once an hour…
Camera directly connected* - Yes - No (by router or switch) Some issues are related to switches.
Troubleshooting and solving camera disconnection issues
Main causes and solutions for camera disconnections
Guidelines for mounting camera cables
Camera API issues
Programming language C++ C# Python ROS
Version information
Specific issue - Send a example directly - Send a screenshot of the example The issue should be described clearly.
Specific requirement The specific goals the customer wants to achieve. To avoid deviations, multiple verifications are needed.
Mech-Eye API issues
FAQ: Using Mech-Eye API
FAQ: Before using Mech-Eye API