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DZEN TECHDocs

Troubleshooting: camera

No preview in the MixUp app

Section titled “No preview in the MixUp app”
  • Check that you’ve selected the correct camera model (webcam or DSLR).
  • If you’re not using a Canon or a recommended webcam, contact us so we can check your video capture device.
  • If you still see no preview, make sure the camera is turned on and that you can see a preview on the camera itself.

The video plays too fast, or recording took too long

Section titled “The video plays too fast, or recording took too long”
  • Move the cable that goes to the booth’s USB to a different USB port and try again.
  • If that doesn’t help, check whether other programs are running that could interrupt the software or use up your laptop’s resources.

This error happens when your camera records at less than 30 FPS. If it persists, connect the camera directly to the Surface. If it works fine there, the cable inside the booth may be faulty — contact us for help.