TAC Update

May 31, 2012


In response to customer requests, Lumenera will continue providing updates regarding software modifications, as well as new tutorials and tools being introduced. We invite you to read the information below and contact us should you have any questions.

Regards,
The Lumenera TAC Team

NEW TAC SUPPORT PAGE- UPDATES TO OUR WEBSITE

Support Page:
Lumenera is always looking for ways to enhance its customer service and support. One such way is through our investment in a tool aimed at helping improve response times. Often, the best way to understand an issue is by experiencing it firsthand. The TAC team has the ability to work directly with a customer's computer using a secure internet service provided by NTR Global. With a high-speed internet connection to the customer's computer, the remote connect session can provide TAC with information that may not have been readily available via other means of communication. We have had great success using this new service, reducing RMA's and increasing customer satisfaction. For additional information visit the Lumenera website.


Remote Computer Connection

NEW! YouSendIt

Lumenera is using YouSendIt to provide a quick and easy method for sharing large files with customers. When the need arises to share a patch release or device driver update, we will now be sending you the link to download the file(s). Currently we have setup our YouSendIt account for simple outbound file transfers, but in the future we hope to take advantage of the dropbox function by configuring a location where youwill be able to submit large files. Watch for an update in our next information email.

New! TROUBLE SHOOTING GUIDE

While the installation and operation of Lumenera USB cameras is typically quick and simple, from time to time an aspect of the setup or connection goes awry. On odd occasion a camera is not detected by the computer or not operating as expected. As a result, we have created a new Trouble Shooting Guide, laid out in a flow diagram for ease of use. A sequence of steps, checks, and adjustments guide partners and customers through the basic troubleshooting of a camera.

The guide has a two phased approach:

Phase I – trouble shooting flow chart is available in PDF format on our website, as well as a Knowledge Base solution (# 656). We would appreciate your feedback on this guide. Comments and suggestions as to how we can improve can be directed to support@lumenera.com 

Phase II – a more interactive trouble shooting tool is planned. More details to follow in future updates.

Visit our Knowledge Base (KB) landing page to see the latest KB Solutions added in April 2012. Recently posted solutions address topics such as:

  • How can I choose an INFINITY camera model for my application?
  • Can I capture a video clip with a Lumenera USB camera?
  • Is there a lens calculator available for INFINITY camera models?
  • What INFINITY camera frame rates can be achieved at various Regions of Interest (ROI)?
  • How can I share calibration presets in INFINITY ANALYZE under Windows 7? 


INFINITY ANALYZE 6.1.0

INFINITY ANALYZE 6.1.0 continues to be enhanced and tested. The tentative release date is scheduled for June 2012. As mentioned in our last update, 6.1.0 will include new device drivers, bug fixes and improved performance. Watch for an interim TAC UPDATE email to inform you when it is available on our website.

LGCAM SOFTWARE 6.2.0

LgCam Software version 6.2.0 simplifies the user experience from installation right through to camera operation. This software release includes support for the recently released Lg11059 camera model and is fully compatible with the Windows 64-bit environment. This release features improvements to camera connectivity for all Lumenera GigE-based cameras. 

COMING SOON! ANALYZE ON MAC O/S

INFINITY ANALYZE on Mac is planned to be released in the fall of 2012. We will keep you posted on its progress.

TRAINING TUTORIALS

A reminder to all of our customers and partners that TAC has developed a suite of video tutorials, helping you get the most out of the software. These tutorials are great for your own personal training needs as well as training colleagues and partners.

TAC has received positive feedback from the tutorials and encourage you to test drive them.

Tutorials can be found on www.lumenera.com under Support. Our current library of tutorials includes:


Contact us at support@lumenera.com if there is a specific topic you would like us to cover.

AUTO EMAILS

TAC recently created a new tool and database to enrich the automated emails sent to customers.

Customers receive an Order Acknowledgement Receipt and/or an Order Confirmation providing target ship dates, as well as a Shipping Confirmation listing the status of their shipment and a FedEx tracking number. These emails have a new look and feel and provide more detailed information so that you are always aware of the status of your order.

We are pleased to inform you that we have now completed all of the order-related auto email redesigns.

If you have any questions about your orders please contact ordersupport@lumenera.com. 

LUMENERA "CONTACT US" EMAIL ADDRESSES

Recently, communication has been disseminated by Lumenera regarding the use of standard email addresses to submit orders, check order status, and request support from the TAC team. Using these addresses will help ensure that your orders and questions are received by the appropriate staff and that they are processed efficiently.

Please refer to the email addresses below: