Troubleshooting

Sub-Pages

Not Charging

A DigiSnap Pro system that is not charging the batteries can be characterized by "0.0W" in the app and status emails and an ever-declining battery voltage level.

The DigiSnap Pro requires 17-30VDC on its charger input or passive power over Ethernet pairs 4,5 and 7,8 to charge the batteries. Any less than 17 volts will not charge the batteries, and more than 30 volts will damage the charger. Here are some examples of compatible chargers:

Lithium-ion battery chargers, like Battery Charger Kit, 14.8V, 0.7A, AC Input, Indoors are not compatible, because they do not put out enough voltage. Battery chargers like this can be connected directly to batteries for charging, but not through the DigiSnap Pro.

Not Transferring

There are many things that could cause images not to transfer. For most situations, there is an error message that directly relates to the problem. Watch the app log for error messages and then look up the specific message in the error message list.

Canon EOS 6D

If you are using a Canon EOS 6D, no images are transferring, and there are no error messages, check that the wifi is disabled. Canon support indicates that the USB and wifi connections will not work at the same time. Unfortunately the Canon USB interface does not indicate any specific error in this case, so the DigiSnap Pro is blind to the problem--to the DigiSnap, it simply appears like there are no images on the camera. The solution is to disable the camera's wifi feature.

Log Files

The DigiSnap Pro has two different types of logs and they are available various places.

Once you've obtained a log, click here for tips on interpreting error messages. We're also glad to help.

Module Log Messages

Log messages generated anywhere in the system are broadcast to the following modules:

  • Android app (via Bluetooth module)
  • Debug Module
  • Network Module

Accessing the Log from the Android App

The Android app will show log messages at the bottom of the screen as they come in. These disappear quickly. If you want to see the log history, from the main screen tap "Debug Console". All of the received log messages are printed here (as well as other types of messages). To save a copy or share this log, tap the email icon.

Network Log

The other type of log is a detailed log of the network module's activity. This contains details not broadcast to the other modules and can be useful for troubleshooting networking issues. This log is a text file compressed in gzip format with the filename like Name-YYYYMMDD_HHMMSS.log.gz. In older software versions, the filename is debug.log.gz. It can be found in the following locations:

  • After a local transfer, on the USB drive
  • After a remote transfer, on the FTP server
  • Attached to emails sent by the system

We can help you interpret this log.

Generating the Network Log

Of course, if networking isn't working, you won't be able to transfer a log to your FTP server. Here is a procedure to force the DigiSnap Pro to save a log file to a USB drive:

  1. Plug a USB flash drive into the DigiSnap Pro.
  2. In the app, Network Settings screen, tap "start local transfer".
  3. You should see some log messages about the transfer go by at the bottom of the screen. The fewer pictures are on your camera, the faster it will complete. (We're not concerned with the pictures, just the log file.)
  4. When it is complete, go to the Tools screen and tap "unmount USB storage".
  5. Now you are free to remove the USB flash drive from the DigiSnap and plug it into your computer.
  6. Send the .log.gz file on the drive to [email protected] and we will help you interpret it.