Scout device suddenly disconnects during use

If ImageCapture launches but the video streams suddenly disconnect during use, the issue is likely with the connection rather than the software itself.

When functioning properly, both video streams (Visual and Thermal) should display without interruption.

⚠️ Possible Causes

• 💻 USB connection failure on the host PC
• 🔌Faulty USB cable
• 📷 Scout device failure

USB enumeration

USB enumeration is the process by which a computer (host) detects, identifies, and configures a USB device when it's plugged in. Occasionally, we see this process freeze and get stuck in the “Enumerating” phase. This issue can be intermittent and may not always show up during testing, so it's important to confirm whether it's occurring before we move forward.

Here are the instructions for checking for a USB Enumeration

Instructions for Using USBView:

1. Navigate to the following location on your PC:

   C:\Program Files\WoundVision\Scout 1.14\Diagnostics\usbview.exe

2. Launch USBView.exe.
3. Connect the camera to the PC. A new entry for the Scout device should appear in the list. You may also see an error message.
4. To gather multiple test results, disconnect and reconnect the camera a few times while USBView is open.

Example above. Port 4: Enumerating means it's stuck & this screenshot is what we are looking for in order to promptly move on with the RMA process.