SeeSnake Support:Home/What if I cannot view live or recorded video in SeeSnake HQ?

If you are unable to play video in HQ:

  • Make sure your PC meets the minimum requirements listed on our HQ support page.
  • 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. What are the results?
  • Did you try to playback the demo job that came with HQ? If that plays, the other video you are attempting to play may be corrupt, you can also 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. Also try re-importing the job into HQ or fixing the file using Windows Chkdisk
  • Check for a software update. Click ‘Help’  or ‘Update’ to update HQ.
  • If you are missing media from the job, you can try to recover it using the HQ feature “Recover Job Media”. From an open HQ job, select Tools > Recover Job Media. This will attempt to find any missing media from an HQ job.
  • Update your graphics card drivers on your computer from the manufacturer’s website.
  • Install HQ on a different computer and try playing the same job video. What are the results?
  • 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.
  • You can always try to import media into HQ by simply dragging and dropping the media into an open job.
  • 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.
  • Un-install and re-install HQ by downloading the latest version from our HQ support page.

If you are unable to see LIVE VIDEO in HQ and a RIDGID LT1000:

  • Make sure your PC meets the minimum requirements listed on our HQ support page.
  • Un-install and re-install HQ by downloading the latest version from our HQ support page.
  • Check for a software update. Click ‘Help’  or ‘Update’ to update 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. What are the results?
  • 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 getting beeping noises or flashing lights, it may be a power issue (check battery or AC power connection) or the LT1000 may need a software (firmware update). You can update equipment via HQ or use the Troubleshooting Tools located in the top left HQ toolbar from the main HQ screen. Click on Tools > Troubleshooting Tools.
  • Install HQ on a different computer and try getting live video. If it works on a different computer, it may be something specific to that computer that would be difficult to diagnose.
  • Temporarily shut down any CPU intensive software like antivirus programs 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.
  • You can change video quality by going to Settings > Video and change the quality from MP4 to MJPEG.
  • You may have 3rd party video software 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.
  • Clean your camera head to assure your live video is viewable.
  • Try running HQ as administrator and make sure you have access to the job space location.
  • Disable any webcams or cameras built into the computer and its drivers in your Windows device manager.
  • Turn of your laptops sleep mode so video does not get interrupted.
  • Try to manually install the LT1000 drivers. Directions are here: http://hq.RIDGID.com/question/how-to-manually-reinstall-lt1000-drivers/

If none of these suggestions work for you, please send us a Bug Report (Help > Send Bug Report) and include the answers to the questions below:

  • Are you able to record live video?
  • Are you able to play back recorded video in HQ?
  • If you imported video into HQ, what is the source of the video?
  • What equipment are you using (Model names, numbers)?
  • Can this video be played outside of SeeSnake HQ in Microsoft Windows? If so is the quality ok?
  • Is there other video software installed on your computer that may be interfering with HQ?
  • Are you able to play other videos in HQ, like the Demo Job that came pre-loaded with HQ?