System not Recognizing Camera:

Go to Programs->HUE HD Webcam and open AMCap. If any errors pop-up, just hit okay to clear them. Under the device menu, do you see “HUE HD Webcam” and “HUE HD Webcam Audio”? If both of these devices are present, then the system is recognizing the camera. If one or none of these devices are present then try the following:


  1. Is your camera plugged in?

  2. Reboot you computer, go back to AMCap and check the devices again.
  3. Try plugging the camera into a different USB port. If the camera is plugged into one of the ports in the front try one of the ports in the rear of the computer. 
  4. Try to uninstall the driver and do a fresh install with any antivirus software temporarily disabled.

  5. If the above steps do not fix the problem please contact customer support at cliquemart@cliquesupport.com
 

Note: If during the installation you see a preview window with video from the camera, then the installation was successful. If you are still having problems when trying to use certain programs, please contact the vendor of the software you are attempting to use the camera with. 


Capture Quality:

Image Quality – the focus for the HUE camera is adjustable by silver housing of the lens. Turn the housing to the left or the right until the picture is clear.

Framerate – Under low light situations the framerate of the capture will drop. To obtain the highest possible framerate from a camera, optimal lighting should be used. Under suboptimal conditions, quality may be improved by checking the Low Light checkbox in the camera settings dialog box. 


Plugging in Camera Produce USB Error:

If plugging in the camera on your system produces a USB error, please contact Customer Support at cliquemart@cliquesupport.com your hardware may be defective. 


Device Not Recognized at CliqueGreetings.com:

If a device not recognized message appears on the CliqueGreetings page at the end of the installer, please go to the Settings icon near the top of the page to set the HUE HD Webcam devices. 


My camera was working, now it is not:

If you camera was working at one point and now it is not loading properly, make sure that no other program/webpage has the camera tied up. Only one program at a time is allowed to access the web camera. If CliqueGreetings is previewing or recording with the HUE camera, and you launch ComcastMessaging, CM will not be able to use the HUE camera until you shut down CliqueGreetings web page and restart CM. 
 

The Snapshot Button is not working:

For the snapshot button to work the camera needs to be in use. If program or website is not running the HUE camera, pressing the snapshot button on the back of the camera will do nothing.  

If the camera is running and the snapshot button is still not functioning, but ensure the process “vsnp2std.exe” is running in the Task Manager-Processes tab. If that process is not running, another program is blocking it or the installation may have been unsuccessful. To run this process, go to C:\Windows\ and double click the vsnp2std.exe file. If it still does not appear in the process list, another program (probably antivirus software) is blocking this from running. 


Code 39 for Device status:

If other cameras were installed on the computer at one point and you are receiving a Code 39 error when you plug in the Hue camera, do the following:

  1. Start Menu->Run and type in regedit
  2. File->Export and save a copy of your current registry. Whenever altering the registry, always save a copy before editing.
  3. Find the key HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Class\{6BDD1FC6-810F-11D0-BEC7-08002BE2092F}
  4. In the right hand pane find and delete the UpperFilters and LowerFilters values.
  5. Unplug and plug in the camera again.
 

The error should be gone.