1. Customer: - Dear Sirs, I have bought your usb microscope but I can not get it to work on my Windows Vista Pro machine, it does not come up as a device and the WikiCapture does not start correct (there is just a black window, no buttons or anything). I have tried: Turning off my antivirus program. Running WikiCapture in compability mode (XP, 2000 e.t.c.). Re-install the software, USB-microscope. What else could I try?

WiKi Help: This is possibly being caused by the fact your computer uses larger fonts. The blank black box which appears if you expand it by literally clicking on the outer corner of the box and stretching it larger the buttons should appear. If this still does not work then please let me know.

Customer: Thank You! If I stretch the window, the buttons appear.

2. Customer: - Hello, your software does not work on my Windows 7 at all. I get the first screen (start-up picture), but after that the windows says that this program has stopped working. My software version is correct (win 7 - 32 bit). Could you please help me! Thank you!

WiKi Help: Can you confirm that you have downloaded the correct software for your 32bit version of Windows 7; I have included the link as follows?
http://www.wiki-usbmicroscope.com/download_software.php

Customer: Yes like I told you that I have right version of your software (32bit). But still it does not work.

WiKi Help: Please can you un-install it and install the 64 bit software to see if that will work. We have found in a small amount of cases it will.

3. Customer : Please I need linux software for usb microscope Thank you

WiKi Help: Unfortunately the microscope does not have linux software.

4. Customer: I have changed my laptop and lost the cd software for the microscope. I have downloaded the software for a windows 7 64 bit but a message comes up that I need more (some kind of .net file) what can i do.

WiKi Help: You will need to install .net or dot net from the Microsoft web site.

5. Customer: Hi, I have read in your FAQ that there was a problem in 2009 with Windows 7 64-bit and .Net 64-bit. I have both and the device is not working indeed. It tells me:WindowsApplication2 has stopped working. Have you found a solution by now?

WiKi Help: You will need to uninstall what you have currently downloaded and then install the 64 bit code.
This should work as it has worked for all the units we have tested here.
If for any reason it still does not it sounds like a faulty unit and you will need to return it to its original place of purchase.

6. Customer: - Hello, I just bought your microscope at a retailer in Norway. And I bought it only because it was suppose to be plug & play in MAC... But as soon as the box was opened I understood I need software for MAC to use it. After reading Wiki web paige I see 'Technically the microscope should work on a MAC....' uh.. Can you mail me some software or do I have to return the device at the shop?
WiKi Help: On the WiKi USB Microscope homepage it says the following;
Q. Does it work on a MAC
Technically the microscope should work on a MAC, however we do not have drivers or software for a MAC computer.

7. Customer: 'unable to find a version of the runtime to run this application' win7 64bit, I downloaded and installed the right version but this is the message

WiKi Help: You will need to install Microsoft .NET 64 bit framework;
http://www.microsoft.com/downloads/en/details.aspx?FamilyID=b44a0000-acf8-4fa1-affb-40e78d788b00&displaylang=en
Please do not hesitate to contact us if you should have any further queries.

Customer: I thought I had an up to date one already but did the download just in case - and it says I already have the latest .net installed (it runs both 64 and 32 bit applications) so it must be something else I havent done right/installed any suggestions?

WiKi Help: I have win 7 64 bit and it works fine on my PC, many others are using it also. Unfortunately its not very easy for us to remotely trouble shoot a PC - we could suggest uninstalling the software, disabling any firewalls or anti virus software, downloading the 64 bit version and installing again, to see if that helps. Failing that, you will need to get some professional IT support to trouble shoot the configuration of the computer.

8. Customer : Bought WiKi Digital microscope, installed it but unable to to get large picture on my 17 inch windows vista prem laptop only size able to get is 4 by 3 inchs can you send me step bystep to set up or is microscope faulty hope you can help me. How do I increase the size of the picture from the 4inch x 3inch that is presently allowed? The quoted magnifications are not on your list when chosing device. 245mm = 9.6inches, whereas my 27inch screen is 14.5inches (370mm across). Your comments/observations/enlightenment are eagerly awaited.

WiKi Help: We are in the process of finalising the software that allows the viewing window to be resized, and this should be ready in about one week, please keep an eye on the wiki-usbmicroscope website for further details.
In the meantime, you can capture the image and then open it in some graphics software. www.irfanview.com is free for this purpose, and other packages are available.

You can download the latest version of the software from www.wiki-usbmicroscope.com this allows the window to be re-sized either by dragging the window frame, or by clicking the + and - buttons to change screen size.

9. Customer: should the LED lights come on as you plug in into the USB port. Mine doesn't seem to work?

WiKi Help: Yes the LED light should be on, but you have to turn the knob/dial to turn the lights on.

10. Customer: I have connected a Wiki microscope to my laptop with Windows Vista operating system. It works fine with two different programs. The problem is WikiCapture.exe that causes 'WindowsApplication2 has stopped working'. usbmicroscope.exe was downloaded from your web site yesterday and installed. What shall I do?

WiKi Help: Can you check which version of the software you have downloaded? There is a 32 bit version for Vista and Windows 7 32 bit, and then a 64 bit version for Windows 7 64 bit. Also can you check that you have all the latest patches installed on your PC, and that the .NET framework is installed, you can google 'microsoft .net' for a link on the microsoft site to download this.

11. Customer: Have downloaded the drivers from where you ask us to download it from. It does not appear on my computer in any form, it detects that it is connected a USB device, but not what it is what is wrong here? No light or no life under the microscope.

WiKi Help: It should work OK if the software is installed.
It is very hard to diagnose these problems remotely. If you want to install teamviewer on your PC from http://www.teamviewer.com/ and advise me of your ID and password, we can connect from here to check the configuration.

12. Customer : unable to run the software on windows vista. getting message ' windows application 2 has stopped working.

WiKi Help: I am not sure if you have tried to download the version that is for Vista, please see the link as follows:
http://www.wiki-usbmicroscope.com/download_software.php
If this is the software that you have tried please do come back to us and we will try to advise. We have not heard of any other users that have had problems with this.

Customer: Thanks for reply . I have tried the link below and still get the error message 'windows application 2 has stopped working '  when I click on the installed wiki microscope icon.

WiKi Help: Thanks for your email. The only thing I can think is that the Microsoft .NET framework is not installed. You can download it from here:
http://www.microsoft.com/downloads/details.aspx?FamilyID=0856eacb-4362-4b0d-8edd-aab15c5e04f5
Once this is installed, plug the camera into a different USB port and see if it then starts to work?

13. Customer: I am having problems installing and running your software.

WiKi Help: There is an alternative package available from www.yawcam.com please try this.

14. Customer: The picture I capured with wiki-usb digital microscope was size 2-11 kB and very pixelated when magnified. How to get less pixelated photos.

WiKi Help: You can change the resolution in the WiKi Capture programme, to the maximum resolution. The camera will pixelate once it reaches the maximum that it can display.