Cannot Connect to GemCam?

If you're having trouble connecting your GemCam to your computer, there may be several causes. Please follow the steps below to resolve the issue.

USB Connectivity

• Ensure that the USB-C cable is securely connected to both your computer and the GemCam.

• If possible, disconnect and reconnect the cable to confirm a firm connection.

USB Port Connection

• Check that the USB-C port on your computer is functioning properly.

• Try connecting the GemCam to a different USB-C port, if available.

Power Button

• Confirm that the power button on the GemCam is turned on.

• A green light at the back of the GemCam indicates that the device is powered and connected.

Use the Supplied USB-C Cable

• Use only the USB-C cable provided with the GemCam.

• Third-party or non-certified cables may not support proper connectivity and can result in connection failure.

Restart Your Computer

• Restarting your computer can often resolve temporary connectivity issues.

• After restarting, reconnect the GemCam and check for recognition.

Device-Specific Instructions

For MacBook Users:

• Ensure you are using the latest version of the GemLightbox app. Search for "GemLightbox" in the Apple App Store.

• Enable automatic app updates:

  • Open the App Store on your Mac.

  • Go to App Store > Settings.

  • Select "Automatic Updates".

• If the GemCam still does not connect:

  • Restart the GemLightbox app and try reconnecting the device.

For Window Users:

• We recommend using the Google Chrome browser. Make sure it's updated to the latest version.
• Refresh your browser and clear its cache.
  
• Ensure the camera is activated in your browser settings, as this is necessary for using the GemCam.