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Windows Software Support Request Form

Please check the Troubleshooting page first to see if a resolution to your problem is already available.

For Mac Software, use our Mac Software Support Request Form.

Please fill out all fields to ensure the best possible support.

Note: The serial number of the USB unit is located on a sticker on the base of the unit, except for VFUSBAD2 USB adaptors and PupilCAMs, which are not serialized. For the USB adapter, simply put "n/a" in the Serial Number box below, and for the PupilCAMs, put the specific model number located on the box (starting with "1401") in the Serial Number box.

  Serial Number

What operating system are you using?
To determine, right click on My Computer and select "Properties".

Windows 2000
Windows XP
Windows Vista
Windows 7

Windows 95, Windows 98, Windows ME, and Windows NT are not supported.

What Ken-A-Vision USB product (hardware) are you using?

7600 Video Flex
7200U Digital Video Flex
7200UM Megapixel Digital Video Flex
7890U Vision Viewer
7890UM Megapixel Vision Viewer
T-1252 Digital Video Microscope
T-1754 Digital Video Microscope
T-1952 Digital Video Microscope
T-1953 Digital Video Microscope
T-1954 Digital Video Microscope
T-1955 Digital Video Microscope
USB PupilCam
USB Megapixel PupilCam

What Ken-A-Vision software product are you using?

Applied Vision
Vision Explorer
Other (please specify):

Version number of the software:
To determine, open the software and click Help, then About.

What error are you experiencing?

When I start the program I get the following error: "Warning: Your camera is not connected or is not functioning properly." (See Troubleshooting)

Upon installation I get an Error 1406: "Could not write value to key". (See Troubleshooting)

I need to download the software and/or drivers.

When I start the program it loads very slowly, and when it is up I see a green screen where the live video should be.

I am getting a video signal, but the quality is poor.


If other, describe your problem in as much detail as possible below. Put any additional notes or comments below as well.

PLEASE NOTE: Failure to provide all requested information may limit our ability to solve the issue.