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:

From the Home Screen, click on Tools, then Troubleshooting Tools.
The Troubleshooting box will pop up asking you to close the SeeSnake HQ application. Close it to proceed.
Click the Begin Button in the Troubleshooting box.
A box will appear to test video playback. If you can see the video click “I see the video”
If you can see the video, skip to step 8.
If you cannot see the video, click “I see a black box”, then “I do not see the video”
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.
The LT1000 Troubleshooter box will appear. Click “Troubleshoot LT1000.″
The LT1000 Detection box will appear. Make sure your LT1000 is plugged in to your computer, has power, and is turned on.
Click “LT1000 video test.”
The LT1000 Video Display box will appear. If you can see the video, skip to step 16.
If you cannot see the video, click “I see a black box”, or “I see a blue box”
If you clicked “I see a black box”, go to step 14. If you clicked “I see a blue box”, skip to step 17..
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”
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.
If you can see the video, click “Finish” to close the Troubleshooter. The issue should be fixed.
If you clicked “I see a blue box”, please check the connection between the LT1000 and SeeSnake the Camera Reel .
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.

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?
Allow HQ to access all cameras. Windows 10 updates may have changed this without notice. Go into your Windows 10 settings, select Privacy, Camera, Turn on the Allow apps to access your camera toggle switch. You may have to unplug and reboot computer and LT1000 for change to take affect. More Info Here.
Download the “Microsoft Visual C++ 2008 Redistributable Package (x86)” from here and install it: https://www.microsoft.com/en-us/download/confirmation.aspx?id=29
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: 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?