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:
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.
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.
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.)
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.
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”.
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.
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.
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 firstname.lastname@example.org 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 – email@example.com
All our products come with a 1 year replacement warranty. If anything goes wrong with one of our products, just contact us via firstname.lastname@example.org, return the faulty device and we will replace it with a new one.