Can't download an image from an ASI 1600-M Cool

billd17

I recently acquired an ASI 1600 M Cool camera . I cannot get an image off this camera. I can connect it to both "Sequence Generator Pro" and “Sharp Cap” and I can control the cooler. However, I cannot download an image. In SGP if I go into the “frame and focus” module and select “capture one”, the download progress bar just loops and nothing happens. In SharpCap, I get an error message: “Snapshot failed - Capturing a single frame failed: Too many dropped frames”. Along the bottom of the screen it indicates all frames are being dropped.

I would appreciate help in troubleshooting this issue. I’m running Windows 10 in a VM-Ware Virtual Machine under Mac OS-X. I have the USB rate set to 40 - the minimum setting.

NicolasPaladini

billd17 hello. I have the same problem!! How did you solve it? Please. Thanks

yang

Maybe it's the problem of USB3.0 driver, this topic may help you:

http://zwoug.org/viewtopic.php?f=31&t=6891

billd17

That's not the problem. I am able to connect to several other USB 3.0 devices - hard drives - just fine. I'm running VM Ware Fusion, not Parallels.

Also, note that I can connect to the camera. It just times out trying to download a frame.

yang

does it work on a true Windows OS?

billd17

I don't have a Windows machine to try it with. I will try to borrow one.

It also doesn't work running a capture program under Mac OS X. I downloaded OaCapture and the INIDI drivers and the behavior is identical. It connects to the camera. I can control the cooler. I can set the exposure and gain, but it drops frames and cannot download a picture.

vernbiscuit

Same problem here. Camera worked great for ₉ months, and now I can't get an image back. I can control the cooler fine. Have tried both ASI's app and Nebulosity with same results. Have tried multiple computers with same results. I have a ASI guide camera which connects via the ZWO 1600's usb bus and it works fine, returns images with no issues.

Running Mac OS 10.10.5 on a 2009 Macbook, but have also tried with Mac OS 10.15.7 on a 2017 Macbook Air with same results.

NicolasPaladini

vernbiscuit have patience. I sent more than 20 emails, I made an international call and they do not respond. And when they respond, you have to wait 6 months for them to see the problem and another 6 months for them to solve it. you should throw it away.

Tech@ZWO

vernbiscuit

Hello
Did you contact support@zwoptical.com

We will help you deal with it quickly

Tech@ZWO

NicolasPaladini

Hello NicolasPaladni

Please accept my apology for any inconvenience caused
We are trying to improve the maintenance policy and the efficiency
We are confident that we will make progress to your satisfaction

vernbiscuit

@tech@zwo#43466

Filled out the contact us form on the website, but have now also emailed the "support@zwoptical.com" alias.

vernbiscuit

Update: ZWO tech support got back to me the next day and suggested that I try running the camera on Windows, with the ASI software, connected directly to the computer (not via a hub). I did that and the camera worked correctly. Got a reasonable FPS, and it returned images with no issues.

I then connected it back to my mac (Mac OS 10.15.7 on a 2017 Macbook Air, usb3.0), used both the ASI software and Nebulosity, and the camera returned images correctly. No explanation as to why this now works, but it does.

Tech@ZWO

vernbiscuit
thanks for your update

vernbiscuit

Another update: I got through one imaging session with the camera and it worked fine. Next session the camera stopped returning images after a few minutes. Connected it again to a windows machine the next day, with the ASI software and driver, and the camera this time did not return any images, with 0 FPS. Other camera settings like gain seemed to work, and controlling the filter wheel through the USB hub also worked as before. But no images.

Reported this to ZWO tech support and they responded immediately and had me send the camera back to them. Sounds like it will be 6-8 weeks before I get the camera back due to shipping to China. That's a long time but I appreciate the help and prompt response.