Support/FAQs

Please unplug the wired product or wireless receiver from the computer and follow these steps:

1. From the “start” menu select “Control Panel” and select “programs and features”. (For XP – “add and remove programs”)
2. Click on FireflyPro and select “Remove” from the top of the window.
3. When prompted with “Do you want to completely remove the selected application and all of its features?” Select “Yes”.
4. Wait until the FireflyPro icon disappears from the list.
5. On the “program and features” list, find “Digital Microscope” and select “Remove”. If “Digital Microscope” is not on the list, please proceed to Step 8 below.
6. When prompted with “Do you want to completely remove the selected application and all of its features?” Select “Yes”.
7. Follow the un-installation screens.
8. Please restart the computer.

No, a designated CPU is required to run FireflyPro.

Yes. To install our Windows or Mac software without a cd, please click HERE to download the Windows or Mac installation file, then follow the installation instructions on the download page.

Yes. Please click HERE to download FireflyPro for Mac, then follow the instructions on the download page.

Note – The software requires OSX v10.8 or later running on Intel. Power PC based systems are not supported.

The problem might be related to the PC virtual camera. On some PCs the virtual video/webcam driver doesn’t allow other cameras to operate. This must be disabled in order for Firefly devices to work properly. Please try the following:

1. Check to see if there is a virtual camera icon on the windows desktop system tray (on the bottom right side of the screen). If so- right click on it and disable it.
2. Go to control panel, select “programs and features” and look for virtual camera or webcam. If one is present you will need to disable it.
3. In control panel select “device manager” and then “Imaging Devices” to expose all cameras in the system. Here, please right-click on the webcam and disable it. Also, if you see virtual camera, disable that as well.

Now that the the system no longer has an active virtual camera, try running the FireflyPro software. (You may need to re-install FireflyPro.)

For wired products:

Make sure that the camera is plugged and turned-on.

Verify that the LEDs are illuminated and that the brightness dial on the side of the camera is at its maximum setting.

For wireless products:

Turn on the camera and confirm the wireless receiver and the camera are on the same channel. If you still don’t see an image the camera’s battery may be drained – Please charge the device.

No. The only caveat is that the pictures’ default name is based on a date. So if you keep the default names, pictures from the specific upgrade date may be overwritten.

The FireflyPro software installation includes two main components:  The FireflyPro application and the device driver that allows the PC to recognize and control the Firefly device. The error message can be due to one of the following:

1. You do not have administrator privileges on the PC. Please re-install FireflyPro as an admin.

2. For software versions prior to version 1.50 – You may have accidentally installed the DE500/DE501 or other wired device software instead of the DE550/DE551 or other wireless device. Please download our new software version HERE. Save the file on your computer and install it by double clicking the file and follow the installation screens.

3. You plugged the wireless receiver in before installing the FireflyPro software. Please remove the receiver and install the software first.

4. You plugged in the receiver and immediately launched the FireflyPro software. On some computers (when you plug in the receiver for the first time) it takes about a min for the PC to recognize the new device and associate the driver to it. Please remove the receiver, plug it again and wait for the PC to recognize and install the device. Then launch FireflyPro application.

For wired models – Please connect using the USB cable and turn the device ON.

For wireless models – Please connect receiver to the PC and wait until it is recognized by Windows. When ready, double click on the FireflyPro icon to launch the software.

Absolutely. FireflyPro captures .bmp, .jpg, and .AVI files which can be uploaded to most EMR/EHR systems. To select jpg as the default image format, go to “Device” > “Settings” and select “Image format”.

Please close and try restarting the FireflyPro software application again.

The power indicator light should be RED when charging. If the light is flashing red or steady green please make sure you are using the original short USB cable. Using a different USB cable can cause the device to not charge properly.

If that does not work, please try using a computer USB port instead of the AC charger or vice versa. If this does not solve the problem please contact Firefly as you may need a replacement USB cable.

The specula is not aligned – Move it from side to side until the circle is centered on your screen.

Your camera may be experiencing interference from other wireless devices or may have weak signal strength. Please try the following steps:

1. 1. Look for a wireless channel with less interference by switching the wireless channel on both the camera and wireless receiver.
   2. Do not cover the back of the camera with your hand. This is where the antenna is located.
   3. Do not place the wireless receiver under metal desks, inside metal cabinets or near metal furniture.
   4. Eliminate as many physical obstacles as possible between the camera and the wireless receiver.
   5. Recharge the camera to strengthen its power output.
   6. Move 5.8GHz cordless phones away as they may cause interference.
   7. Tilt the wireless receiver up and down for better reception.
   8. Sometimes the receiver is getting too hot due to lack of proper ventilation, please improve the flow of air around the receiver to cool it down.

There are a few ways this issue could be resolved –

1. Please press the “Select Device” icon (on the top left side of the software) and select the correct product. Press ‘OK’ and re-launch the FireflyPro software.
2. Verify the LEDs are illuminated and the brightness dial on the side of the camera is at its maximum setting.
3. For Wireless Devices – Try changing channels on the receiver and the device. Also, make sure your hand is not covering the back of the device – This can hinder the wireless signal.

If your setup requires a hub or multiple Firefly devices plugged into the same machine, please contact us to help with the configuration.

When upgrading from an earlier version of Windows to Windows 10 you will need to reinstall FireflyPro. FireflyPro can either be reinstalled from the installation CD included with your Firefly device or from the download page found HERE.

In September 2016 Microsoft released an update to Windows 10 called “Windows 10 Anniversary Update”. This version of Windows had the unintended consequence of breaking webcams for millions of users. Since our devices are recognized as a type of webcam, this included our Firefly devices as well.

Since then, Microsoft has been working on a fix for the issue and as of October 3rd a solution is available.

The fix is just the latest cumulative update from Microsoft. Please follow the steps below:

1. Open the Start Menu by clicking the Windows Icon in the lower left corner of the screen.
2. Click the “Settings” icon, which looks like a gear.
3. Type “Check for updates” and click the “Check for Updates” option. This will force the computer to look for the latest Windows Update.
4. After updating, restart the computer.
   • Note: The computer may restart automatically.

FireflyPro should be working correctly again.

A recent Windows release has made a minor adjustment to some computer Camera Privacy Settings. If your computer has been affected, your FireflyPro application will open like the image below:

In order to resolve the issue, you will need to make one small adjustment:

1. Go to your Camera Privacy Settings.
2. Go to “Allow apps to access your camera”
3. Change this setting from “Off” to “On”.

FireflyPro should now open correctly!

Our software is not seat based, so you can install it on as many computers as you like!

On a full charge the battery will last about 2.5 to 3 hours of continuous use. If the image quality starts to degrade you most likely need to recharge the device.

As for the longevity of the battery – Our wireless devices use batteries much like a cell phone’s – If you recharge the device every night it will start to degrade after about 3 years. Replacing the battery yourself is NOT recommended as the device may be damaged in the process. Should you need a new battery, email us at contact@fireflyglobal.com and we would be happy to replace the battery for you.

If you have any questions, or if you need assistance, email us via the address below with your name and number (or best way to reach you) and we will get back to you as soon as we can – support@fireflyglobal.com

All our products come with a 1 year replacement warranty. If anything goes wrong with one of our products, just contact us via contact@fireflyglobal.com, return the faulty device and we will replace it with a new one.

Please send an email to sales@fireflyglobal.com and specify how many and what size.