support

Must haves with device, camera or software issues.

Please note: Depending on the issue, some questions for customers and additional checks may still be necessary as some issues require more insight and can only be resolved after checking the basics first. The email associated with Orbitvu Sun is always required when reporting an issue. Please provide us the requested information on email.

Log files.
Is the camera/lens supported and recommended?
What exactly happens? Is there any error/pop-up in the software?
When exactly does it happen? Does it happen randomly or during a specific workflow step?
When did the issue occur for the first time (e.g. after software or operating system update)?
Does the issue happen only for one or more cameras (if the customer uses more than one camera)?
Does the issue happen on the newest Orbitvu Station version?
Is the camera set according to our manual: https://manuals.orbitvu.com/c/203344? Reset the settings to default and set again.
Is the camera firmware up to date? https://www.canon-europe.com/support/consumer/products/cameras/eos/
Does it work on a different PC?
Are there any other applications running in the background that may influence OVS performance (e.g. EOS Utility, anti-virus software)?
Is the camera recognised by the PC? (Windows: Bluetooth & Other devices; macOS: Go -> Utilities -> System Information - USB)
User permissions - is the user a Local admin?
How is the camera connected?
- To the device:
  - Change USB port
  - Replace the cable
  - No adapters
- To the PC directly using a short cable:
  - Change USB port
  - Turn off the device and check

Log files.
What exactly happens? Is there any error/pop-up in the software?
When exactly does it happen? Does it happen randomly or during a specific workflow step?
When did the issue occur for the first time (e.g. after software or operating system update)?
Does the issue happen on the newest Orbitvu Station version?
Does it work on a different PC?
Are there any other applications running in the background?
Is the device recognised by the PC (Windows: Device manager/Bluetooth & Other devices; macOS: Go -> Utilities -> System Information - USB)?
User permissions - is the user a Local admin?
How is the device connected?
- Change USB port
- Replace the cable
- No adapters

Log files.
Detailed description of the issue: what exactly happens? Does it happen randomly or during a specific workflow step? What is the exact workflow?
Video/screenshot of the issue.
If the issue is related to:
- A specific session - session files from the workspace required in a zip file.
- A specific template - template files from the templates folder required in a zip file.
- A specific publish profile - screenshot of the publish profile where all the options are visible.
- Superfocus - session files from the workspace required in a zip file without saving the session or closing Orbitvu Station.

Must haves with device, camera or software issues.

Photo studios

About Orbitvu

Support

About us

Follow us