Shutter Stream Troubleshooting Guide

Shutter Stream Basic Troubleshooting Guide

Below is a basic troubleshooting guide for both Shutter Stream and Shutter Stream 360 Product Photography Software. These highlights the two most common issues users experience when getting started with the software. These issues can often be traced back to users not following the Compatible Camera Set up Guide however sometimes can be computer related with other applications causing conflict. Should your issue not be addressed by the troubleshooting guide below, please see our Help Desk with more specific troubleshooting info and if need be, open a new support ticket.


Issue: You have connected your compatible camera via USB to your computer and followed the camera set up guide however you are receiving the error message – ‘Failed to Initalize Camera’? Please ensure your camera is powered on and connected through USB to computer and if issues persist:

Probable Cause 1: Camera is not being recognized by computer

Please check to ensure device is found when connected through USB in power on mode:

Windows: Check your Device Manager (Control PanelHardware and SoundDevices and Printers)

Windows Device Manger - camera USB

Mac: Check your USB Device Folder (Applications > Utilities > System Information > Hardware > USB)

mac-device-manager

If you confirm your camera is being recognized by your computer, next ensure there are no other applications taking control of it when it is connected (for ex. the camera menu:

Windows: Check your AutoPlay Settings – make sure they are set to ‘Ask me everytime’ or Take no action’

Mac: Check iPhoto, go to its Preferences and select Connection camera opens: No application.

Probable Cause 2: Third Party Application Controlling your Camera

There might be a 3rd party application that controls your camera when connected via USB (ex. Canon or Nikon software). Please double check these settings.

Probably Cause 3: Faulty USB Communication

Possible causes could be related to USB communication. Most likely to include:

  • USB cable is too long – We don’t typically suggest using a USB cable over 6’ long – Please test with the standard USB cable that was included when you purchased your camera. Should you require more distance between your camera and computer, please consider a powered hub in between a 6’ and 3’ cable or between two 6’ cables.
  • USB port on the camera or computer is damaged
  • USB cable is defective – In this case, please try a different cable
  • Camera’s battery – Please check to ensure your camera is getting power

Probable Cause 4: AntiVirus Software

If you have antivirus software installed on your computer, please be sure to white list Shutter Stream so it can recognize your camera.

Last, please restart your computer with the camera disconnected and try and re-launch the software. If the issue persists, please open a new support ticket.

Common Error Codes:

‘Failed to Initialize Camera’


Issue: Errors codes when shooting

If you are receiving error codes when shooting, the most likely cause is due to USB communication causing an unstable camera connection. Possible issues could be:

  • USB cable is too long – We don’t typically suggest using a USB cable over 6’ long – Please test with the standard USB cable that was included when you purchased your camera. Should you require more distance between your camera and computer, please consider a powered hub in between a 6’ and 3’ cable or between two 6’ cables.
  • USB port on the camera or computer is damaged
  • USB cable is defective – In this case, please try a different cable
  • Camera’s battery – Please check to ensure your camera is getting power. With Nikon cameras, an issue can be caused by low battery (when it gets lower than 20%). Should this issue persist, please consider an AC adapter to power your camera.

If USB does not fix the issue, please search our Help Desk for the specific error code you are receiving (Canon Error Codes / Nikon Error Codes).

Common Error Codes:

‘Error 97’, ‘Error 152’, ‘Failed to take Picture’