Frequently Asked Questions
      Show Part Numbers

Q: What are some troubleshooting steps for Windows USB connection issues?

A: It can sometimes be difficult to setup a digital camera on a new computer. Usually the process is simple: plug the camera in, allow the computer to install the driver, and begin using the system. However, sometimes things can go wrong. Following these steps can solve more than 90% of problems relating to USB connection issues. You must be thorough and follow it step-by-step.

    1. What CF Card is installed in the camera?

    A large number of problems are caused by incompatible CF cards. In many cases these cards will work while shooting but can fail to properly download to the computer. You must be extra careful that the card is approved. Actually look up the card you are using in the manual to see if it on the list.

    2. Is the Camera in Mass Storage Mode?

    While PTP mode can be used if your camera and operating system (Mac OS X and Windows XP) supports it, for troubleshooting it may be useful to switch to MSC USB mode using the camera's setup menus.

    3. Does the LCD Display Screen go dark after being connected for 2 seconds?

    If you are not getting the "Found New Hardware" wizard then check the LCD display. If the display stays "on" and the camera seems to be in Shooting mode or Playback mode then you may have a bad cable, camera USB port or computer USB port.

    4. Does "New Hardware Wizard" Start?

    If you connect the Camera and a "Found New Hardware" wizard comes up you should allow the system to auto search for the driver by simply clicking the "Next" button until it is finished. (Windows 98 SE requires drivers for Gateway cameras.) On Windows systems newer than Windows 98 SE, the camera should pick up and use the Microsoft Mass Storage driver.

    5. "Hardware Handshaking"

    You need to understand how hardware handshaking works. The hardware handshake occurs when a USB device is connected to the USB port. The computer detects the USB device on the USB bus and asks: "What are you?" The cameras should answer: "I am a <Type of Camera> currently set to Mass storage mode."

    If the computer does not understand this message the most likely cause is an incompatibility with the USB chipset on the particular USB controller that the USB port is connected to. You can check your controller chipset on the Microsoft Hardware Compatibility list. First find your "USB Controller" (i.e. Intel 82801AA USB Host Controller) in your computer's "Device Manager" and then look it up on the above link. You can tell if the handshake failed if the camera is listed in Device Manager under “Unknown Devices” or “Other Devices”.