Grasshopper 3 / Flycapture / Firecapture woes

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Re: Grasshopper 3 / Flycapture / Firecapture woes

Post by Montana » Wed Mar 13, 2019 7:55 am

Thanks guys and thanks Bob for the information.

Kevin replied saying my USB3 driver was out of date on my computer so we updated it as per his link. It made no difference, the camera is still USB2, however when I plug it in it now says 'this device can perform faster in a USB3 super speed socket'. I know that, it is a USB3 socket, the Blackfly and ZWO thinks it is a USB3 socket.

I desperately need to find another computer with a USB3 on it, I may ask around at work today.

Alexandra

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Re: Grasshopper 3 / Flycapture / Firecapture woes

Post by marktownley » Wed Mar 13, 2019 7:58 am

Meant to ask last night, was updating the firmware on the camera an easy thing?
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Re: Grasshopper 3 / Flycapture / Firecapture woes

Post by Montana » Wed Mar 13, 2019 10:03 am

Yes, if you go into the Flycapture folder, right at the bottom there is an application called UpdatorGUI.

Then go to the website and download the file for your firmware and save it some where.

Make sure your camera is plugged in, then open up UpdatorGUI

Then browse for the file you saved and enter it (middle section) and then click update. It does everything automatically and the camera flashes all sorts of different colours until it finishes.

Then close down computer and start up again and plug camera in. You can then check the firmware edition on the first page of Flycapture before you click OK to start.

It must be simple if we managed it!

Alexandra

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Re: Grasshopper 3 / Flycapture / Firecapture woes

Post by MapleRidge » Wed Mar 13, 2019 1:12 pm

Hi Alexandra...

Good to hear the firmware update went well.

Any progress on the frame rates?

Back to my earlier message about the cables, I misunderstood which one wasn't fitting tightly...my bad!

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Re: Grasshopper 3 / Flycapture / Firecapture woes

Post by Montana » Fri Mar 15, 2019 5:22 pm

Update:

I took the camera to work and downloaded FlyCapture on an Alienware PC in advanced imaging. The new version of Flycapture is absolutely useless as it doesn't create a shortcut and there is no application file to find to open it. I am sure half the download is missing and this is why it didn't work on my PC or allow Firecapture to work properly. Do not download 2.13 keep on 2.11 if you can.

Anyway, I eventually found an application which allowed me to open up and at least see the specifics of the camera and it still said Grasshopper 3 USB2.

So I reported back and today they want it back for repair and it will cost €80 + 20% VAT

So we shall see.

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Re: Grasshopper 3 / Flycapture / Firecapture woes

Post by MapleRidge » Sat Mar 16, 2019 12:13 am

Hi Alexandra...

Despite the need to repair the camera, you at eliminated your computer/cables are being the problem.

Hopefully the repair investment is worth the time and expense!!!

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Re: Grasshopper 3 / Flycapture / Firecapture woes

Post by marktownley » Sun Mar 17, 2019 7:04 am

Let us know what they say Alexandra

Are you dealing with FLIR europe i'm guessing? I've been dealing with Clearview Imaging here in the UK and found them very helpful with my PGR questions https://www.clearviewimaging.co.uk/
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Re: Grasshopper 3 / Flycapture / Firecapture woes

Post by Montana » Tue Mar 19, 2019 8:03 am

Hello Mark,

I was dealing with America for the fault finding but now it seems I am dealing with Germany for sending it back for repair. I bought my camera from Clearview but it is out of warranty now and as I have got this far I may as well carry on.

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Re: Grasshopper 3 / Flycapture / Firecapture woes

Post by marktownley » Tue Mar 19, 2019 11:38 pm

Hope it all sorts itself soon! :)
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Re: Grasshopper 3 / Flycapture / Firecapture woes

Post by Montana » Sun Mar 24, 2019 6:18 pm

Not much luck yet, been waiting for a week and half for return instructions and after 3 e-mails still no joy. I am beginning to lose hope :(

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Re: Grasshopper 3 / Flycapture / Firecapture woes

Post by Montana » Tue Mar 26, 2019 2:22 pm

The saga continues...

After a week and half of mithering to get the shipping instructions from FLIR they insist that I only use FedEx express or UPS express otherwise my camera will be returned immediately and they won't touch it.

Well that isn't going to happen because FedEx is next to impossible to find a drop off point and UPS we have found one at Abdul's off licence in Hulme. However the shipping £80 !!!! I am not impressed as I can send this fully insured to Canada for £15 via Royal Mail and I can use my local post office too.

I am NOT impressed with FLIR.

I have written back to ask whether I can send it back to ClearView Imaging where I bought from and let them deal with it.
I am not having a good week.

Alexandra

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Re: Grasshopper 3 / Flycapture / Firecapture woes

Post by marktownley » Tue Mar 26, 2019 10:37 pm

Hmmm. Slovenly service! :cry:
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Re: Grasshopper 3 / Flycapture / Firecapture woes

Post by PDB » Wed Mar 27, 2019 6:51 am

Alexandra,

think you should handle this with ClearView. Normally (think it is an EEC regulation? not sure) it is the one who sold the goods , is the point of contact, not the producer. (At least this is for warranty, but these cam's seems to be covere by some warranty replacement/repair fee)

That cost from UPS is ridicilous. Flir should organize the transport (they probably get better tarifs) and mayb charge that, or show goodwill.

Strengthens my opinion Flir is not interested in selling to astronomers. Why should they ther business is machine vision, surveillance and not a few amateurs. When I wanted to buy one, searched for a dealer, could not find one, except their website where the only way of ordering one is by making an inquiry. Probably good cameras, but service? Maybe different in the old PointGray times.

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Re: Grasshopper 3 / Flycapture / Firecapture woes

Post by Montana » Wed Mar 27, 2019 7:27 am

I agree Paul, if I don't hear anything from them today I will be writing to Clear View tonight.
It is the fact that I have to pay return postage, then they charge 80 euros for repair and return postage. I thought fair enough. Then they sent requirements for how I posted it back to them and if I didn't follow their rules it would be returned immediately without them looking at it. It has to be the Express version (most expensive) and it has to be with UPS or FedEx. I am not a company and I do not have an account with these guys. All I have is the post office. Also if they are charging in Euros why is it going to Canada, why not charge in Canadian dollars or pounds? Frustrating!

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Re: Grasshopper 3 / Flycapture / Firecapture woes

Post by MapleRidge » Sun Mar 31, 2019 1:34 am

Alexandra...

It sounds like the ideal option would be to return it directly to FLIR, but sounds to be complicated by dealer arrangements and political crud...EU/North America trade is always more complicated than it should be. Hope you get it sorted out!!!

There was a time when Point Grey had an Astronomy rep, but that position didn't last long...same with Lumenera in years past. Sad part is that it is such a small market for cameras for amateur astronomical use in each company its pretty hard to put the people in place to develop the niche market.

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Re: Grasshopper 3 / Flycapture / Firecapture woes

Post by Montana » Mon Apr 01, 2019 7:27 am

Update

ClearView Imaging was a breath of fresh air, they replied to me within an hour and had everything sorted within 3 hrs. Should have done this 2 weeks ago :roll:

I posted the Grasshopper off to them on Friday (from the post office) for a nice cheap price. ClearView are doing everything for £95 (yes pounds) so that is fix it and shipping :hamster:

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Re: Grasshopper 3 / Flycapture / Firecapture woes

Post by PDB » Mon Apr 01, 2019 8:59 am

perfect!

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Re: Grasshopper 3 / Flycapture / Firecapture woes

Post by marktownley » Mon Apr 01, 2019 10:07 am

Good to know for future reference!
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Re: Grasshopper 3 / Flycapture / Firecapture woes

Post by MapleRidge » Tue Apr 02, 2019 12:33 am

Great to hear you have the camera off for service!!!
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