Reporting Issues

Reporting an Issue

Finger Lakes Instrumentation, a division of IDEX Health & Science LLC
1250 Rochester St.
Lima, New York 14485

Phone: 585-624-3760
Email: IHSKeplerSupport@IdexCorp.com
Web: www.flicamera.com

Before reporting an issue, please see if our troubleshooting guide may be able to help. If you are still stuck

please send us an email at IHSKeplerSupport@IdexCorp.com.

In order to best help you solve your problem please include the following information. As a general rule of thumb

the more information you can provide us about the issue you are having the quicker we can determine the root

cause and get you back in operation.

What camera model do you have?

What is the serial number of the Camera?

What programs are you running when the issue occurs? Pilot or ASCOM? If you are using ASCOM what third

party software are you using as an interface?

What versions of software are you using? In pilot these can be found under Help-About. With the camera

connected, there should be 4 software versions listed, please include all 4. In ASCOM please provide the

ASCOM drivers version number.

Please provide a description of the issue you are having. If it is a new issue, please provide details about

possible changes that may have occurred leading to this error. What mode are you in, what gain settings are

you using, etc.

If you are encountering an image issue/defect. Please provide a .raw file of both the high and low gain image

(hdr) single image (ldr). If you would like to provide screenshots in addition to (not a replacement of) the .raw file

to help explain the issue please do so.

If there is any other information you believe might be relevant to the issue please include that as well.