During use of the Orb360 Capture software, you may experience some dificulties. Some of this is due to known bugs, hardware issues or incompatibilites. Below are some of the most frequently occuring issues, and methods for resolving, or workign around them.
Most common issues checklist:
Are the camera settings set to the required defaults? If not, shots can be missed, or in the wrong format.
Is the USB cable between the camera and computer less than 5 meters? Longer cables may lead to lost image data.
Is the shutter cable securely connected to both the orb and the camera? Damaged shutter cables will result in lost shots.
Does the camera connect to EOS utility 3? If not, there is an issue with the camera or cable.
Has the USB hub been tested? Lower quality USB hubs often lock up, and refuse to allow a connection to the camera.
Has the ORB firmware been updated to the latest version available? If not, you may experience missed shots or failed captures.
Software will not launch (icon is in dock, but no window appearing)
When running the software the icon may appear in the dock at the bottom of the screen, but without a window appearing.
Troubleshooting Steps:
Is this the first time you are starting the software? If yes, please wair for up to 3 minutes, as the first startup performs initialisation steps that may take time.
Is EOS Utility, or Capture One open? If so, close them, then right click on the Orb360 Capture Icon, select quit, and then restart the Orb360 Capture software.
If the window still does not appear, right click on the icon in the dock and select "quit".
If this does not cause the process to quit, go into Activity Monitor, and stop the Orb360 Capture process.
Restart the software.
If the issue persists, restart your computer.
If the issue still perisits, contact a member of Orb360 staff.
Software Stuck on Splash screen
On older versions of the Orb360 Capture software (pre 1.4.0), the software could become stuck on the splash screen. This was usually related to bad USB hubs, upgrading to 1.4.2 can usually resolve this error. However, if you do not wish to upgrade, follow the below steps.
Troubleshooting Steps:
Unplug and replug any USB hubs or dongles.
Attempt to use a different UBS hub or dongle is one is being used.
If the issue persists, restart the computer.
If the issue contunues to persist, contact and Orb360 staff member and provide them with any information about the model of USB hubs or dongles being used.
No Live View when shooting
One of the most common issues is the live view not appearing when shooting a look. This is usually related to a poor camera connection, faulty cables, or conflicting software.
Troubleshooting Steps:
Ensure that Canon EOS Utility and Capture One software are closed, and that you are using a compatible camers (note that the R5C cinema camera is not supported).
Restart the software and see if this resolves the issue. If not, open Canon EOS utility 3 and see if it detects the camera. (If it is detected, close the EOS Utility software and skip to step 6)
If the camera is not detected by EOS Utility 3. Restart the camera by switching it off, waiting a few seconds and switching it back on. Repeat this a few times if EOS Utility still refuses to detect the camera.
If EOS Utility still does not detect the camera, ensure that the USB connection between the camera and your computer are secure. Attempt changing cables. (very long cables can cause issues, with the longest reccomended "dumb" cabel being 4.6 meters).
If EOS Utility still refuses to detect the camera, update the firmware of the camera and try again. (Please contact a member of Orb360 staff if you are uncomfortable doing this).
Once EOS utility detects the camera, close the EOS Utility software and restart the Orb360 Capture software.
If the issue persists, contact a member of Orb360 staff.
Camera Shutter not firing during a 360
When a 360 is started, you may find that the camera is not firing when it should.
Troubleshooting Steps:
Ensure that the shutter cable is securely fitted on both ends. Try wiggling it while a 360 is in progress to see if shots begin to fire.
If the shutter cable is frayed, replace it with a new cable.
If the turntable is also not moving and there are no lights on the control briefcase, this means the control briefcase has not been initialised properly. Check that all power cables and connections to the turntable are secure and switch the power off and on. Then restart the Orb360 Capture software and try again.
If the issue persists, restart the camera.
If the issue still persists, inspect the shutter socket on the camera. These are often damaged, and may require servicing.
"Orb Not Detected" by Orb360 Capture software
Sometimes, the software will indicate that it cannot make contact with the orb.
Troubleshooting Steps:
Ensure that the turntable is connected to the Orb control briefcase and switch power off and on again. As a safety feature, the Orb will not fully initialise if a turntable is not already electrically connected.
Ensure that the USB cable connecting your computer to the Orb control box is a USB A to C cable (image below). USB C to C cables will not work.
Switch the power off and on, and restart the Orb360 Capture software.
If the issue persists, change cables.
If the issue continues to persist, contact an Orb360 staff member and indicate that connection to the orb cannot be made. (It is very unlikely to be a hardware fault, however the staff member will be able to test further.)
After starting a capture, software does not recieve images. Camera continues to fire.
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