Technical note
Troubleshooting Andor Zyla USB3.0 and iStarsCMOS
Applicable to Zyla (USB3.0 only) and iStarsCMOS
When initially setting up the Zyla USB 3.0 or iStar sCMOS camera, often queries arise related to the hardware configuration(camera and PC). If not set up correctly, the following error messages may return from Andor software under certain camera
configurations.
Communication Error
Andor Solis:

Andor SDK:

AT_ERR_OUTOFRANGE (6)The out of range error will appear if the handle returned from AT_Open is ‘-1’ indicating that an available camera could not befound.
Acquisition Timeout Error
Andor Solis:

Andor SDK:

AT_ERR_TIMEDOUT (13)A time out error will return from AT_WaitBuffer if the function times out while waiting for data arriving in output queue. In thecontext of this document, a timeout error may be related to insufficient bandwidth or HDD/SDD write speeds (if spooling to disk).
If the PC meets the required specification to run the camera, please follow the chart on the next page to diagnose and resolve the[1]problem. (if unsure, please refer to the PC requirements on the camera Specification Sheet at www.andor.com for thisinformation).

Technical note

Is the error message a communicationerror? (Details on previous page)Yes

Is the camera buzzer audible when powered ON?

NoCheck the following:No- Power is connected to the camera and the camera isYes

switched ON

Is the error an Acquisition Timeout?
(Details on previous page)- The USB cable is securely and correctly connected
between the camera and the PC- Check that the Zyla drivers have been correctly installedYesfrom the Device Manager

Is the camera connected to the Startech PCIe USB3.0
card supplied with the camera?

NoInstall the Startech PCIe card to a x4 Gen2.0 PCIe
Slot. Consult the PC User Manual if you are unsure
which slot to use.
Note: On-board PC USB3.0 ports or USB 3.0 PCIe
cards not supplied by Andor cannot be guaranteed.

Yes
Are the Startech USB3.0 card drivers installed correctly?
This can be checked from the Windows Device Manager.
The card should appear as ‘Renesas USB 3.0 HostController’ .

No/UnsureIf you need to install the Startech drivers, they canbe downloaded from the following link
http://www.startech.com/Downloads(The Windows Device Manager can be found at Control
Panel >> System >> Hardware >> Device Manager)

Enter product code PEXUSB3S25 to locate thecorrect driver.

Yes
Is the Startech USB3.0 PCIe card inserted to a suitable
Gen2.0 PCIe slot?
Gen1.0 slots (some x1 PCIe slots tend to be Gen1.0)
may result in limited bandwidth. Usually a x4 PCIe slot
will be sufficient.

No/Unsure

Install the Startech PCIe card to a x4 Gen2.0 PCIeSlot. Consult the PC User Manual if you are unsure
which slot to use.
Note: On-board USB3.0 ports or USB 3.0 PCIe cards
not supplied by Andor cannot be guaranteed.

Yes

Have the power management settings of theStartech card been disabled?

Yes
If you are still having problems, please contact
your local Andor Support Representatives at
http://www.andor.com/Support

No/Unsure

From Windows Device manager, select Properties from theRenesas USB 3.0 Host Controller, go to the Advanced tab andensure the check box is selectedTechnical note
Useful links[1]

Zyla Specification Sheet - http://www.andor.com/scientific-cameras/neo-and-zyla-scmos-cameras
Technical Article – PC Specifications for sCMOS
http://www.andor.com/learning-academy/pc-specifications-for-scmos-technical-article[3]
Product Support - http://www.andor.com/ContactSupport[2]