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Camera Problems

Start here when the booth cannot see, control or fire the camera. Problems are ordered by how often operators report them. Photos that come out sideways or mirrored are covered on Templates and Screens, because the fix is a setting rather than the camera.

The camera is not detected​

On screen: On Home, "⚠ Camera Disconnected" with "Please contact staff for assistance". On the Camera Settings preview, "No Preview" with "No camera detected", "Camera sidecar disconnected" or "Sidecar connection failed — check Diagnostics". In the Preflight Check, "No cameras found — check USB connection". On a Sony, Nikon or Fujifilm the Error line can name the cause, for example "Sony connect failed (…) — is USB mode set to PC Remote and the Sony driver installed?", "Fujifilm connect failed … set the camera's USB connection mode to USB Tether Shooting Auto" or "Nikon connect failed … close NX Tether / Nikon apps and replug the camera".

Also described as: "kamera tidak terdeteksi", "kamera tak dapat connect", "it says camera disconnected, contact staff", "camera not found".

Check first: The operator menu's Before you start list shows Camera "Not connected". Open Camera Settings and read the STATUS block: Sidecar is the camera helper inside the app, Camera says whether a body is connected, and Error shows the last thing the camera reported.

Fix:

  1. Unplug the USB cable and plug it straight into a port on the computer, not a hub or a front-panel port. If that does not help, try another cable. General tip: some USB cables only charge and carry no data, and they look identical.
  2. Close every other program that talks to the camera: EOS Utility, Lightroom, Sony Imaging Edge, Fujifilm X Acquire, NX Tether and similar. Only one program can hold the camera. On a Canon, EOS Utility opens again by itself every time the camera is plugged in; see EOS Utility or another program is holding a Canon to stop it.
  3. Set the camera's USB mode. A Sony needs PC Remote; a Fujifilm needs USB TETHER SHOOTING AUTO (PC SHOOT AUTO on older bodies). See Sony Alpha Setup and Fujifilm Setup.
  4. A Sony on Windows needs Sony's driver once: Camera Settings > Show Diagnostics > Install Sony Driver, approve the Windows prompt, then replug.
  5. Turn the camera off and on again. Check it has power: a flat battery or a sleeping camera looks exactly like a missing one.
  6. Restart the app completely: operator menu, Exit, Exit App, then open Pixture Photobooth again. This also restarts the camera helper.
  7. With more than one camera plugged in, pick yours under CAMERA DEVICE and tap Set as Default.
  8. General tip: turn off the camera's Wi-Fi and Bluetooth. Many bodies stop USB control while a wireless connection is on.
  9. General tip, Windows: in the power plan, turn off USB selective suspend, and in Device Manager untick "Allow the computer to turn off this device to save power" on the USB hubs. Windows can otherwise cut the camera after it has been idle.

Still stuck: Check the model is on Supported Cameras. Then send support the app version from the menu footer, the camera model, a photo of the STATUS block, and the camera log: Camera Settings > Show Diagnostics > Copy Today's Logs. See Where the Logs Are.

EOS Utility or another program is holding a Canon​

On screen: The Canon is not detected, or Camera Settings > STATUS > Error reads "INIT_FAILED: Camera initialization failed: Failed to open camera session: …", often ending in DEVICE_BUSY or COMM_PORT_IS_IN_USE. The CAMERA LOG shows "Init retry" lines and then "Initialization failed". On the computer, a Canon EOS Utility window or a photo import window may pop up the moment the camera is turned on.

Also described as: "kamera Canon tidak terdeteksi", "cara mematikan EOS Utility", "how do I turn off EOS Utility", "EOS Utility opens by itself", "sudah tutup EOS Utility tapi kamera tetap tidak terdeteksi".

Check first: Look for the EOS Utility icon: on Windows in the taskbar, in the icons next to the clock (click the ^ arrow to see hidden ones); on a Mac in the menu bar at the top of the screen. Only one program can control a Canon over USB at a time. Once EOS Utility is installed, it starts by itself every time the camera is connected and turned on, so closing its window once is not enough.

Fix:

  1. With the camera connected and turned on, click the EOS Utility icon in the taskbar (Windows) or menu bar (Mac) and select Do not launch EOS Utility automatically when camera is connected. This stops it from coming back next time.
  2. Quit EOS Utility. On Windows, click the EOS Utility icon in the taskbar and select Quit. On a Mac, click Quit in the EOS Utility window, or press Command-Q while EOS Utility is the active app. Closing the window with the X is not enough.
  3. If EOS Utility still opens when the computer starts, turn it off there too. Windows: Settings > Apps > Startup, switch off every EOS Utility entry. Mac: System Settings > General > Login Items & Extensions, select EOS Utility and click the minus (–) button.
  4. Close the computer's own photo import, which can also take the camera when it is plugged in:
    • Windows: close any AutoPlay or "Import photos" window and the Photos app. To stop it next time, go to Settings > Bluetooth & devices > AutoPlay and turn off Use AutoPlay for all media and devices.
    • Mac: quit Photos and Image Capture. To stop them next time, open Image Capture, select the camera under Devices, click the Action button in the toolbar, and set Connecting this camera opens to No application. If Photos opens for the camera, untick Open Photos in its import view.
  5. Close every other program that can use the camera: Canon EOS Webcam Utility (and any video-call or streaming app using it), Lightroom, Capture One and any other tethering software.
  6. On cameras with Wi-Fi, turn the camera's Wi-Fi off. Canon notes that many bodies cannot talk to a computer over the USB cable while Wi-Fi is on. If the camera's menu has a setting for which app the USB connection is for and it is set to Canon app(s) for iPhone, unplug the cable, change it to Photo Import/Remote Control, and plug it back in.
  7. Turn the camera off, wait a few seconds and turn it on again. The booth tries to connect again when the camera comes back. If the Error line stays, restart the app: operator menu, Exit, Exit App, then open Pixture Photobooth again.

Still stuck: Unplug the camera and restart the computer. After it starts, check the EOS Utility icon is not in the taskbar or menu bar, then plug the camera in, turn it on and open Pixture Photobooth. If it still fails, send support the camera model, a photo of the STATUS block and the camera log (Camera Settings > Show Diagnostics > Copy Today's Logs).

My camera model does not work​

On screen: Nothing, or the camera is never detected.

Also described as: "pake sony a6400 bisa?", "kamera saya tidak didukung", "does my camera work with Pixture", "Lumix not detected".

Check first: Find the exact model on Supported Cameras. Canon EOS, Sony Alpha, Nikon Z and Fujifilm X and GFX bodies are supported over USB.

Fix:

  1. Sony A6400, A6600, A7 III and the first ZV-E10, and Nikon D-series DSLRs, cannot be controlled over USB, because the makers do not offer remote control for them.
  2. For those, and for any other brand, use the camera through a capture card or use a webcam. See Webcam Fallback.
  3. A supported model that is still not detected: follow The camera is not detected.

Still stuck: Send support the exact model name and the app version.

Capture fails although live view works​

On screen: For the customer, "Hmm, the camera didn't respond — let's try again". On Camera Settings, the Error line ends in "Capture command failed", after a code such as TAKE_PICTURE_NO_CARD_NG, TAKE_PICTURE_CARD_PROTECT_NG, TAKE_PICTURE_NO_LENS_NG or LOW_BATTERY.

Also described as: "error capture command failed", "live view jalan tapi tidak bisa foto", "camera doesn't take the picture".

Check first: The code in front of "Capture command failed" on Camera Settings > STATUS > Error names the reason.

Fix:

  1. NO_CARD: put a memory card in the camera. CARD_PROTECT: unlock the card's write-protect switch. CARD_NG: replace or reformat the card in the camera.
  2. NO_LENS: seat the lens properly. MOVIE in the code: turn the camera from movie mode to photo mode.
  3. LOW_BATTERY: power the camera from the mains with an AC adapter or dummy battery.
  4. In a dim booth the lens may fail to focus. Add light, or switch the lens to manual focus and prefocus once the framing is set.
  5. A Fujifilm set to HEIF takes the shot but no photo arrives. Set the image format to JPEG. See Fujifilm Setup.
  6. Replug the USB cable, then restart the app: operator menu, Exit, Exit App, and open it again.
  7. A single "didn't respond" is retried by the booth on its own. If it repeats, shorten the USB run or use a powered hub.

Still stuck: Send support the full Error line, the camera model and the camera log (Show Diagnostics > Copy Today's Logs).

The flash does not fire from the booth​

On screen: Nothing. The photos come out dark or lit only by the room. The flash fires when you shoot by hand with the USB cable unplugged, but not when the booth takes the photo.

Also described as: "flash external tidak nyala", "flash tidak terpicu dari booth", "flash nyala kalau manual tapi tidak dari aplikasi", "trigger flash tidak jalan", "the flash doesn't fire", "Canon 600D bisa pakai flash external?".

Check first: The camera. The booth takes Canon photos with live view running, and many Canon DSLRs (the EOS 600D and similar) do not fire a non-Canon flash or a wireless trigger during live view. Test it on the camera alone: turn on live view with the LV button and press the shutter by hand. If the flash stays dark only with live view on, this is the cause.

Fix:

  1. Update the app to 1.2.37 or newer: in the operator menu, tap Check for Updates, then Restart & Update.
  2. Open Camera Settings and, under CAPTURE, turn on EXTERNAL FLASH. The booth pauses live view for each photo so the flash fires.
  3. Put the camera in M with a shutter speed of 1/200 or slower (Canon's limit for non-Canon flashes) and the flash on manual power. See Lighting & Flash.
  4. Check the flash or trigger itself: switched on, charged, pushed fully into the hot shoe, and on the same channel as its receivers.

Still stuck: Send support the camera model, the flash and trigger model, and the camera log (Camera Settings > Show Diagnostics > Copy Today's Logs).

The camera stops working during the day​

On screen: On Home, "Camera Not Responding" with "Attempting to recover...". If recovery fails, "Booth Temporarily Unavailable" with "Please contact staff or try another booth".

Also described as: "kamera putus sendiri", "camera disconnects after a while", "booth says temporarily unavailable", "it worked this morning".

Check first: Camera Settings > STATUS and the CAMERA LOG under Show Diagnostics. The booth retries the camera by itself several times before it shows "Booth Temporarily Unavailable"; from there it needs you.

Fix:

  1. Check the camera is awake and powered. Turn off auto power-off on the body and run it from the mains, not a battery.
  2. Replug the USB cable, straight into the computer.
  3. Restart the app: operator menu, Exit, Exit App, and open Pixture Photobooth again.
  4. Keep the USB cable under about 2 metres, or use a powered hub for a longer run.
  5. General tip, Windows: turn off USB selective suspend in the power plan, and switch off sleep for the day.

Still stuck: Send support the time it happened, the app version and the camera log.

"Camera Cooling Down" on the Home screen​

On screen: "Camera Cooling Down" with "Please wait a moment".

Also described as: "kamera panas", "camera overheating", "camera cooling down".

Check first: The camera itself reported a high temperature, usually after hours of live view in a closed booth.

Fix:

  1. Wait. The screen clears when the camera reports a normal temperature again.
  2. Give the camera air: open the booth enclosure or add ventilation, and keep it out of direct sun and stage lights.
  3. Run the camera from the mains rather than a battery.

Still stuck: If it comes back every hour, send support the camera model and the camera log.

"Camera is warming up" stays on screen​

On screen: "Camera is warming up" with "Please wait a moment...", then "Camera not responding" with "Returning to home...".

Also described as: "stuck on warming up", "kamera warming up terus".

Check first: The booth waited 30 seconds for the camera's live view and got nothing.

Fix:

  1. Check the camera's power and cable.
  2. Open Camera Settings and read STATUS and the CAMERA LOG.
  3. Then follow The camera is not detected.

Still stuck: Send support the camera log.

The booth uses the laptop webcam instead of the camera​

On screen: The live view shows the laptop's built-in camera.

Also described as: "pakai webcam laptop, bukan kamera", "it's using the wrong camera".

Check first: Camera Settings > CAMERA DEVICE. With Auto-detect, the app takes the first camera it finds; if the camera body was not ready at launch, that is the webcam.

Fix:

  1. Check the camera's cable and power.
  2. Pick the camera body under CAMERA DEVICE and tap Set as Default, so the booth uses it after every restart.

Still stuck: Follow The camera is not detected.

Exposure controls do nothing​

On screen: "Set camera to M / Av / Tv mode for manual control" on a Canon, "M / A / S" on the others.

Also described as: "ISO tidak berubah", "settings don't apply to the camera".

Check first: The mode dial on the camera body.

Fix:

  1. Set the dial to M, Av or Tv on a Canon, or M, A or S on the others. In other modes the camera ignores what the app sends.
  2. Focus mode is set on the body, not in the app.

Still stuck: See Camera Settings.

No camera on a Mac​

On screen: No live view from a webcam on macOS.

Also described as: "mac tidak bisa akses kamera", "camera permission".

Check first: System Settings > Privacy & Security > Camera.

Fix:

  1. Allow Pixture Photobooth there.
  2. Restart the app.

This permission only covers webcams. A Canon, Sony, Nikon or Fujifilm connected over USB does not use it.

Still stuck: Send support the app version and the macOS version.

"BRIDGE_NOT_CONNECTED" on a Mac​

On screen: "BRIDGE_NOT_CONNECTED: Camera sidecar not connected", and no camera of any kind connects, not even the built-in webcam.

Also described as: "camera sidecar not connected", "kamera tidak terdeteksi di Mac".

Check first: The app version at the bottom of the operator menu.

Fix:

  1. Update to Pixture Photobooth 1.2.18 or later from pixture.io/download. Versions before 1.2.18 could not start the camera helper on macOS 13 to 15.
  2. Open the app again and check Camera Settings > STATUS.

Still stuck: Send support the app version, the macOS version and the camera log (Camera Settings > Show Diagnostics > Copy Today's Logs).

A Sony works on Windows but not on a Mac​

On screen: On the Mac, the Sony is listed but never connects; the Error line or CAMERA LOG shows "Sony connect failed (0x8208)". The same camera and cable work on a Windows computer.

Also described as: "sony bisa di windows tapi tidak di mac", "PC Remote not detected on MacBook".

Check first: The camera's USB mode is PC Remote, and the app is 1.2.18 or later.

Fix:

  1. This is a known issue on some Macs: macOS takes hold of the camera before the app can. A fix is coming in the next app update.
  2. Until then, run the booth on a Windows computer with the same camera.
  3. The Mac needs no Sony driver and no camera permission for this, so do not change those.

Still stuck: Send support the macOS version and the camera log.