SeeSnake Support:Home/I cannot see live video in SeeSnake HQ, what do I do?

If the green Sonde Light is blinking, follow the update software instructions below:

  • The Sonde LED blinking as an indicator that the LT1000 is in bootloader mode and cannot function with SeeSnake HQ properly.
  • In order to fix this, you must update or reload the newest software version onto your LT1000 using SeeSnake HQ.
  • Often, simply plugging your LT1000 into your computer then opening SeeSnake HQ will cause an automatic prompt appear, asking you to update your software.
  • If this prompt does NOT appear, follow the instructions HERE to update the LT1000 software.

If the green Sonde Light is NOT blinking, please run the SeeSnake HQ Troubleshooting Tools with the instructions below:

  1. From the Home Screen, click on Tools, then Troubleshooting Tools.
  2. The Troubleshooting box will pop up asking you to close the SeeSnake HQ application. Close it to proceed.
  3. Click the Begin Button in the Troubleshooting box.
  4. A box will appear to test video playback. If you can see the video click “I see the video”
  5. If you can see the video, skip to step 8.
  6. If you cannot see the video, click “I see a black box”, then “I do not see the video”
  7. A Report Problem box will appear. Click “Report Problem” and completely fill out the report and click “Send.” We will receive this error report and respond to you.
  8. The LT1000 Troubleshooter box will appear. Click “Troubleshoot LT1000.″
  9. The LT1000 Detection box will appear. Make sure your LT1000 is plugged in to your computer, has power, and is turned on.
  10. Click “LT1000 video test.”
  11. The LT1000 Video Display box will appear. If you can see the video, skip to step 16.
  12. If you cannot see the video, click “I see a black box”, or “I see a blue box”
  13. If you clicked “I see a black box”, go to step 14. If you clicked “I see a blue box”, skip to step 17..
  14. The Camera Settings box will appear. If you are outside the United States and live in a country that supports PAL, try clicking “Set to PAL format”
  15. If you still cannot see the video, click “Report Problem” and completely fill out the report and click “Send”. We will receive this error report and respond to you.
  16. If you can see the video, click “Finish” to close the Troubleshooter. The issue should be fixed.
  17. If you clicked “I see a blue box”, please check the connection between the LT1000 and SeeSnake the Camera Reel .
  18. If you still cannot see the video, click “Report Problem” and completely fill out the report and click “Send”. We will receive this error report and respond to you.

Things to try if you are having video issues with the SeeSnake HQ Software:

  • Make sure your PC meets the minimum requirements listed on our HQ support page here: http://hq.RIDGID.com/product-support/hq/
  • Try using the Troubleshooting Tools located in the top left HQ toolbar from the main HQ screen. Click on Tools > Troubleshooting Tools. Run The Troubleshooting Tools.
  • If you are getting a blue screen for live video, it usually means your cable connection is no good. Verify all cable, USB, and power connections are good and try a different USB port on your computer.
  • If you are using a USB thumb drive/flash drive to record videos onto, try a different thumb drive as it is very common for them to go bad and the files on them to become corrupt. Improper shutdown of equipment, not closing job/generating report, and power loss can lead to corrupt files and video playback problems.
  • Check for a software update. Click ‘Help’  or ‘Update’ to update HQ.
  • Install HQ on a different computer and try playing the same job video.
  • Temporarily shut down any CPU intensive software like virus scanners running in the background that may be interfering with HQ. Other open programs or processes can affect HQ performance.
  • Computers sometimes come with pre-installed software that may be interfering with video recording or playback. If you do not use this software you can uninstall it to see if HQ will perform as intended.
  • Change the video settings by going to Settings > Video. Make sure “Allow HQ to control video codec” is selected.
  • If the video is distorted or choppy, you can change video quality by going to Settings > Video and change the quality or codec.
  • You may have a 3rd party video player or video codec pack installed that is interfering with video. Try uninstalling other video players (Windows media player is ok). The video software that comes with GoPro cameras can sometimes cause issues.
  • Update your graphics card drivers on your computer from the manufacturer’s website.
  • For live video recording in HQ, disable any webcams or cameras built into the computer and its drivers in your Windows device manager.
  • If you are recording live video, turn of your laptops sleep mode so video does not get interrupted.
  • Un-install and re-install HQ by downloading the latest version here: http://hq.RIDGID.com/