# Troubleshooting: pylon camera software

This section applies to the applications pylon Viewer and pylon IP Configurator for Basler cameras.

note These two applications are installed automatically when you select to install the drivers for the Basler GigE camera or the Basler USB 3.0 camera. See Install EthoVision XT

Issues

▪Pylon IP Configurator is not seeing a camera

▪Pylon IP Configurator can see my camera but the Status column says Not Reachable

▪I cannot save my camera settings in pylon Viewer

▪No camera image in pylon Viewer

Pylon IP Configurator is not seeing a camera

1.Make sure that the camera is connected. See Connect the GigE camera to the PC.

2.If you use a Power injector or PoE switch, make sure that it is powered.

3.Restart the PC (if you didn’t after installing the camera’s driver).

4.If the issue persists, check the Ethernet board that is connected to the camera. See the following:

▪Install the driver software for the digital cameras’

▪Settings of the Ethernet board

note An issue has been reported for Dell 3540 running Windows 10 Pro, when using a 4-port AdLink Ethernet interface board. All ports in the Device Manager show an exclamation mark (!) and the cameras are not detected by pylon IP configurator. The problem appears to be caused by the Fast startup feature in Windows. This feature is disabled by default by Noldus. To enable Fast startup on Window 10 systems, navigate to Settings > System > Power & sleep > Additional power settings > Choose what the power buttons do and click Change the settings that are currently unavailable. Select Turn on fast startup and save the changes.

Pylon IP Configurator can see my camera but the Status column says Not Reachable

This may be caused by the IP address of the network card not matching that of the camera.

For example, the network card should be 192.168.1.51 and camera should be 192.168.1.101, that is, the first 3 numbers must be the same and the fourth number must be different.

Also verify that the subnet mask is 255.255.255.0.

See Install GigE cameras

I cannot save my camera settings in pylon Viewer

1.In pylon Viewer, click the Stop button on the tool bar.

2.From the Window menu select All Features.

3.In the Features panel, locate Configuration Sets. Now you can save the current settings. See Save the camera settings

No camera image in pylon Viewer

1.Check the issues above about IP Configurator.

2.Check that each Ethernet board has different networks in their IP addresses. For example 192.168.200.x for board 1, and 192.168.201.y for board 2.

3.If the video screen is completely back it may be that the camera has an IR-block filter and the light in the test room contains little infrared, or that the aperture of the lens is minimized.

4.Swap cables, cameras etc. to exclude the possibility that hardware is faulty.

5.Disable firewall and anti-virus software.

6.Check the Ethernet board settings and driver:

▪Settings of the Ethernet board

▪Make sure that the Ethernet board allows data transfer of 1 Gigabit/s.