FAQs

You can check the most common questions regarding our HUE products.

We also have a Tutorials section with more information about popular topics. If your question is not answered below, please contact us for support.


HUE Animation

FAQs: HUE Animation (General)

On some rare occasions you may see a message which mentions ‘Error Code 0’ and difficulty connecting to our authentication server. This can be caused by Internet problems or a local network restriction.

Under normal circumstances, this should prompt HUE Animation to ask you for your offline activation code. You can generate this instantly through our website by following these instructions.

However, we have recently found that it’s possible for the offline activation prompt not to appear automatically when the issue is caused by an Internet routing problem where the user has a connection but cannot reach our server. The version 1.5.11 update to HUE Animation fixes this and the update can be downloaded from your online HUE account page at any time.

If you can’t update, please try disconnecting your Internet connection temporarily to force the HUE Animation software to prompt you to enter the offline key. The next time it’s opened it will detect the connection problem and you should see the prompt to enter your offline activation details. Your activation will then be saved successfully as normal.

Making your animation unfold slower is easy! Simply go to the frames per second slider (fps) under the image on the left side of your screen.

To make the frames go by slower, drag the slider to the left. This will give you fewer frames per second and thus make the frames last longer on the screen.

Remember that if your animation is going too slowly, you can do the opposite. Slide the fps slider to the right. This will give you more frames per second and thus faster motion.

Recorded and imported audio in HUE Animation will automatically appear in the first audio track, right underneath your frames. Remember that tracks can overlap, so if you don’t see the audio you just imported or recorded, your clip it is most likely hiding behind another clip.

At times, it can be hard to see that there are two audio clips because they are both on the same track. It is easy to ‘lose’ an audio clip this way. To solve the problem, click on your audio track and look to see whether a portion of it appears grey. This happens because there is another audio clip overlapping the one that you selected.

Remember that you can drag your audio clips onto different tracks to organize them. This makes it easier to see and keep track of your sound – especially if you have background music.

In most cases, this will depend on the individual movie. The video quality can be affected by many factors such as lighting, keeping the camera in focus, frame rate – even the choice of color you used for your set will affect the final results. Never be afraid to experiment until you learn which settings work best for your own computer and projects.

Exporting at higher quality increases the file size of the finished movie and it can sometimes take longer to export if you’re using an older computer.

As a general guideline, the export settings we recommend are to choose to export the movie to MPEG-4, which will create an MP4 file which can be played on most devices and shared online. If you go into the Export Options after choosing the format, check that the settings are similar to these (adjust as preferred):

File Format: MP4
Data Rate: As high as possible; we recommend setting this to at least 3000 depending on the content of the video (higher data rates will increase the quality but also the exported file size, which is estimated at the bottom of the window)
Image Size: This should be set to the software’s native capture resolution (640×480)
Frame Rate: Current

Everything else is down to your own personal preferences.

We use settings like these when we create our demonstration clips; they can be upscaled and used in HD video projects so long as the original recording was good enough. If you’re seeing a big difference in quality let our customer services team know so that they can give you further advice.

Simply click the frame(s) you want to delete in the timeline at the bottom of the HUE Animation window to select it. You can press the Delete key on your keyboard or use the red Delete button on the screen to permanently remove the selected frame(s) from your project.

hue animation delete

Click here for the full list of HUE Animation (General) FAQs

FAQs: HUE Animation (Windows)

If you are using Windows 10 and see a warning that it’s not possible to install QuickTime on your system, please try QuickTime 7.7.6 instead.

You may also need to right-click the installer and choose to run it in Compatibility mode for Windows 7.

We are currently investigating this issue and hope to have an update soon to make installation simpler while we wait for Apple to release an update to QuickTime.

Once QuickTime has been installed successfully, HUE Animation will run as normal with no further error messages.

If the update doesn’t seem to be working please try a clean installation of the animation software.

This might happen if you have installed a different version of QuickTime from Apple in the past, perhaps as part of iTunes. To fix it, open QuickTime from your Start Menu (it might appear as QuickTime Player or be inside a folder named Apple) and install any available updates through the Help menu. Your animation software should then be able to install as normal.

The latest version of QuickTime for Windows can be downloaded directly from Apple here or here.

We recommend downloading and installing the latest version of the software. If you can’t download the latest version, this issue sometimes occurs when you try to open a project outside of the folder you use to store your animation work (your workspace). The location of your workspace folder is shown in a message each time you start the animation software. Please copy your old project to the folder your chose as your workspace and then try opening it again from there.

If you see the error “HUE Animation could not write to its settings file. Any saved settings will not persist on application restart.”, it means that there is a problem with file permissions. If a clean reinstallation doesn’t solve the problem, please go to My Computer, then to your C drive, and click on the ProgramData folder. Delete the folder called icreatetoeducate. This should permanently solve the problem.

If you can’t see the ProgramData folder on your C drive, it might be hidden. You can read Microsoft’s instructions for viewing hidden folders here.

Yes, the camera and software are fully compatible with Windows 7 and later in either 32-bit or 64-bit modes. Both the camera and software have been thoroughly tested and have earned Microsoft Windows compatibility logos for Windows 7, 8 and 10.

The animation software uses your computer’s default system microphone. For Windows XP users go to your Control Panel, then Sound, then look under the Voice tab. Make sure that HUE’s USB microphone is selected as the Default Device and if necessary click Volume… to adjust its settings. For Windows 10, 8, 7 and Vista users this option is in Control Panel, Sound, then under the Recording tab. Make sure that HUE’s USB microphone is ticked as the Default Device and if necessary click Properties to adjust its volume and boost settings. Remember to save any changes with OK.

Tip: If you’re finding it difficult to open the Control Panel on Windows 8 or 10, pressing Windows Key + X will make a menu appear with a link directly to the main Control Panel.

If you are using a SigmaTel sound card, check with your computer’s manufacturer to make sure you are running the most up to date version of the SigmaTel drivers. You should be able to download the newest version from your computer or motherboard manufacturer directly. If the most recent ones still do not work, uninstalling and reinstalling the existing drivers then disconnecting and reconnecting the webcam might fix the problem.

If you have a control panel in your computer settings called Sigma Tel, check that it is set to “allow reconfiguration pop-ups”. You can then try disconnecting and reconnecting the webcam; if the sound card is struggling with anything it should pop up a window asking you to confirm how the microphone is connected.

Finally you can try going to Control Panel, then System, then Hardware, then Device Manager. Under the Sound category please right click and uninstall any sound card drivers then restart your computer. Windows should automatically reinstall the drivers or you can go through your computer manufacturer’s website to get the latest versions.

For further support with this issue please speak to your computer manufacturer.

Please ensure all other camera software has been closed, including AMCap and any messengers or web browsers which might be trying to access the camera. Once this has been done, select Refresh Camera from the Camera menu within the animation software.

Yes, but you may need to complete an extra step if you might see the following error message when you install the software on some early versions of Windows 8.

Error message

The software works on Windows 8 but on some computers an additional step is required before installation. In many cases this can be avoided by downloading the very latest installer from your online account. If this doesn’t help you can install using these extra instructions:

Please go to your Control Panel, which can be accessed from the Start screen by typing “Control Panel”, or through the Charms menu (Windows key + C).

Click Programs, then the link to “Turn Windows features on or off“. In the window which appears check the box next to “.NET Framework 3.5 (includes .NET 2.0 and 3.0)” then click OK.

Control panel

Once your computer has completed the upgrade, please try installing the software again.

HUE Animation Studio is only compatible with Windows XP (Service Pack 2) or later. Earlier versions of Windows are not able to use plug and play video devices, and are no longer supported by Microsoft.

The software license in the HUE Animation Studio pack will work on either Windows or Mac OS X, even if you have an older kit which only listed Mac OS X in the system requirements. You can choose which version to install or download to suit your computer.

Due to Microsoft not supporting some video features on Windows Vista, we cannot guarantee full compatibility with our HUE Animation software and do not list it in our system requirements. If you have already purchased HUE Animation and need help with Vista, you can contact us as we may be able to assist.

Please note that the HUE camera is fully supported on Windows Vista as a standalone USB video camera; the limitations only apply to the HUE Animation software.

If you’ve already registered and need to reinstall your software, it’s always best to use the very latest version of the software from your online account. Your login password will have been sent to you by email when you first registered. If you no longer have the email, you can reset your password on the login screen.

You can find help for installing on Windows and Mac OS X elsewhere in these tutorials.

If you’re not sure which version is installed, it will be shown in the bottom right corner of the startup screen and also in the ‘About’ menu option when you’re working on a project.

Version number

Clean installation

If you’re using Windows and there was a problem during installation, it might be best to perform a clean installation. This will delete any old copies of the animation software on your computer which might not have installed correctly. Your saved projects won’t be deleted.

To perform the clean installation, open your Control Panel and go to Programs, then choose Uninstall a Program.

Control panel

Look down the alphabetical list of programs installed on your computer and click on “HUE Animation”, then click the Uninstall button (highlighted in yellow above). There might be more than one “HUE Animation” in the list, so check that all of them have been removed. If you installed a long time ago, check the list for “SAM Animation” too.

Once all of the old files have been deleted, please try installing the software again.

We are currently investigating reports that some Windows 7 users are unable to record new sound clips to their projects when their projects are stored in a Workspace folder on a mapped network drive. If you are affected please contact us with the details if possible; we hope to have a resolution soon.

In the meantime, saving to the local drive where the software is installed or to a USB drive should allow you to add sound as normal. You can change the Workspace folder location in the software’s Preferences.

This message can indicate that a Windows system file is missing or not working properly.

If you are using Windows XP, you can fix the problem by downloading and installing this update.

Windows 7 or 8 users will need to download and install this update instead.

If you’re using Windows 7 or 8 and see an error when you try to install the update, please try the Windows XP link above.

This error means that you need to update your computer’s video card drivers.

1. Open your Control Panel and browse to Display Settings> Appearance> Advanced. One of the tabs in this window should show the name of your video card manufacturer.

You can also download and run a tool that will identify your card type and prompt you where you can download the latest update here.

2. The video card will usually be made by either Intel, AMD (ATI/Radeon), or nVidia. Each of these manufacturers have websites where it’s easy to detect and download the right driver update for free.

Once you’ve installed the latest drivers, the error should disappear.

AMCap is a program which can be installed with HUE on Windows systems. You may use it to take still pictures or record video using HUE. AMCap is not required to use HUE and it can be uninstalled or deleted without affecting the use of HUE with other applications.

To remove the software from your system:

  • Delete the AMCap shortcut from your desktop
  • Go to your Windows install drive (the C: drive by default) and delete the program called amcap.exe in the Windows folder

Please note that you will need to first close HUE Animation or HUE Intuition to use AMCap, and vice versa. Only one application can be using the camera stream at a time.

FAQs: HUE Animation (Mac OS X)

The latest updates to the HUE Animation software are for Intel Macs only.

The HUE camera will work on PowerPC Macs running OS X 10.4.3 or later in plug and play mode.

HUE Animation Studio is only compatible with Mac OS X 10.5 (Leopard) or later. Most earlier versions of Mac OS X are not able to use plug and play video devices and no longer receive updates from Apple.

Yes, both the camera and software are fully compatible with Leopard (OS X 10.5), Snow Leopard (OS X 10.6), Lion (OS X 10.7), Mountain Lion (OS X 10.8), Mavericks (OS X 10.9) and Yosemite (OS X 10.10).

There is a problem with an Apple system file in Mac OS X 10.6.3 on some systems which can be fixed by upgrading to OS X 10.6.4 or later through Software Update.

This can sometimes happen on Macs running Mavericks or Yosemite. This page from Apple gives instructions for safely granting access to new applications.

If you want to permanently change your settings (you can reverse this at any time), you can go to System Preferences> Security & Privacy and adjust your security settings in the General tab. For peace of mind, we would recommend keeping them set to the default if possible and using the workaround on the Apple page to open new applications.

If you’re seeing this error with the newest version of the software, please let us know.

HUE Animation Studio defaults to using your system microphone. You can set the camera as your default system microphone at any time.

To do this, Quit out of HUE Animation and go to System Preferences, then the Sound pane, then the Input tab. Make sure that the camera is selected in the list and the input volume is set high enough. You should see the Input level gauge register sound if you tap on the camera’s head.

When all of this is set up correctly, close the Sound panel and reopen HUE Animation. It should register your microphone properly once it’s been set as the default in your Sound panel.

WebCam Monitor is the Mac software which is sometimes installed with the HUE HD Camera. You can use it to record real time videos using HUE. If you’d prefer not to use it, WebCam Monitor can be deleted from your Applications folder at any time without affecting your animation software.

Please note that you will need to first quit HUE Animation Studio to use WebCam Monitor, and vice versa. Only one application can be using the camera stream at a time.

The software license in the HUE Animation Studio pack will work on either Windows or Mac OS X. You can choose which version to install or download to suit your computer.

If you have an old version of the kit which states that it is for Windows only, please contact us with your order details for help.

Please make sure that WebCam Monitor is completely closed before starting up the animation software. You have to close the application with Quit from the WebCam Monitor menu, not just by closing the window. Once this is done, select ‘Refresh Camera’ from the Camera menu in the animation software to reactivate the camera.

Please ensure all other camera software has been Quit, including WebCam Monitor and any messengers or web browsers which might be trying to access the camera. Once this has been done, select Refresh Camera from the Camera menu within the animation software.

If it’s still not detected try disconnecting the camera and then reconnecting it, carefully checking that there’s a good connection between the base, cable and flexible neck.

This message can sometimes appear for users of Mac OS X 10.9 or later when the computer’s security settings are blocking all software installation outside the Mac App Store.

To resolve the issue, open System Preferences and go to the General tab in the Security & Privacy panel.

There will be some settings at the bottom advising which kinds of applications your computer is permitted to install. If it’s set to ‘Mac App Store’ only, you can try a lower security setting (temporarily, if preferred) to clear the error. You may also see a message about your HUE application with the option to grant it permission to run without changing any settings.

If the software will only open when you pick the lowest security setting please contact us. It should be classified under ‘identified developers’ since the software has been signed by Apple.

The most likely cause of crashes on Mac OS X is a plugin conflict. Please ensure that there are no outdated webcam drivers installed on your computer, and try disabling camera plugins such as iGlasses.

The old DIVX and 3vix video plugins can also cause this issue. To remove them, browse to the Library folder on your Macintosh HD and go into the QuickTime folder. Drag any files with ‘divx’ or ‘3vix’ in the name to the trash, then try relaunching the software.

HUE Cameras

FAQs: HUE HD Camera (General)

Please check the silver focusing ring around the lens. There will be some text printed on the ring. If you see the number 1.3 printed there, you have an older camera which requires drivers.

If you see the number 2.0, you have a plug and play model. The very newest plug and play models do not have a number printed around the ring at all.

Most microphone issues are caused by problems with the connection between the camera and computer. If there is a loose USB connection anywhere in the chain, the audio will be the first thing affected.

Please ensure that you aren’t using a USB hub or extension with the camera. For best results the camera should be connected directly to a USB 2.0 port on the computer.

In some cases, using a shorter USB cable will help improve the connection. If you are using HUE with a different USB cable, please try the one which came inside your box.

Yes! Any software that is designed to work with a USB camera should work using HUE as its video input source. However, we hope that you’ll quickly find that the HUE Animation is even better than other video packages.

The external display and the camera might be using different refresh rates. If you’re using a projector, you may also have an option to switch between different refresh rates in your computer’s display settings.

For Mac users this setting is in System Preferences, then Displays.

If you don’t have the option to change your display settings in Windows, you can go to Video Capture Filter from the Options menu in the camera viewing software. You should see some options to switch between different refresh rates (sometimes labelled as Flicker settings) on the right of the window. Please note that if you have a smartboard which is streaming the camera through its own software, you’ll need to close that first in order to be able to select the camera and amend its settings.

If the flicker settings are unavailable, the system may be streaming the video in MJPG format which blocks the extra controls. To check, go to Video Capture Pin in the Options menu and locate the Color Space/Compression dropdown. If you change that to YUY2 mode, the flip/mirror boxes should start working in Video Capture Filter and allow you to tune the image.

In a few cases, visual flickering or flashing can be caused by choosing a video resolution too high for your monitor. You can change to a lower resolution in Video Capture Pin in the Options menu.

Please check the product page to view the current system requirements for the HUE HD camera.

Click here for the full list of HUE HD Camera FAQs

FAQs: HUE HD Camera (Windows)

Many Surface devices use Windows RT, which is different to standard desktop operating systems such as Windows XP and Windows 10.

Our cameras use Windows’ built-in UVC drivers and the animation software requires OpenGL. Unfortunately, Windows RT does not include any of these drivers as standard so the kit wouldn’t be compatible. If this changes in a future software update and Microsoft choose to add UVC drivers and OpenGL support for Windows RT, the camera will work out of the box.

If you use a Surface with a desktop version of Windows installed and driver support for OpenGL, it should work with our products. Please contact us if you need any assistance.

We have recently received some reports of users running Windows 7 or 8 seeing a greyscale or distorted picture in Skype when the camera is working perfectly in other applications. The cause seems to be a recent Skype update on computer running certain graphics hardware.

From initial testing, the problem appears to be limited to Skype’s preview window (in Tools, Options, Video Settings) and the video displays normally during actual calls.

If the problem also seems to be affecting your video calls, we suggest taking the following steps:

  • Ensure that you are using the very latest version of Skype. However, if the problem appeared recently, consider downgrading to a previous version of Skype.
  • If you previously installed the HUE camera drivers, uninstall them through your Control Panel (Programs and Features). The camera will work in Skype and other applications without any drivers installed.
  • Run Windows Update and check that all of your computer’s software is up to date.
  • Visit your computer manufacturer’s website and check for any graphics card or video updates specific to your computer.
  • Try updating DirectX from Microsoft’s website. If you’re using Windows 8, you can skip this step; Windows 8 comes with a later version built-in.

If none of this helps, please contact our technical support team so that they can assist further. If you can include plenty of details about your computer’s configuration it will help us find the solution as quickly as possible.

HUE will be installed automatically a few seconds after it’s connected, and it will be available for selection in your chosen software such as HUE Animation, Skype™ or HUE Intuition. If you want to install the extra drivers on your CD you can begin installation as soon as the computer has recognized the camera.

If you have an older model, insert the Install CD into your computer before connecting your HUE. Follow the Installshield Wizard. After you have completed installing the camera software, connect HUE to an available USB port on your computer and you’re ready to go. Please contact your retailer if you need more instructions or help with your older HUE.

After installing the optional drivers, open AMCap and select Video Capture Filter… from the Options menu to adjust the settings to your personal preferences.

AMCap is a program which can be installed with HUE on Windows systems. You may use it to take still pictures or record video using HUE. AMCap is not required to use HUE and it can be uninstalled or deleted without affecting the use of HUE with other applications.

To remove the software from your system:

  • Delete the AMCap shortcut from your desktop
  • Go to your Windows install drive (the C: drive by default) and delete the program called amcap.exe in the Windows folder

Please note that you will need to first close HUE Animation or HUE Intuition to use AMCap, and vice versa. Only one application can be using the camera stream at a time.

For the Snapshot button to work, the camera needs to be running and the drivers must have been installed. If no program or website is using the HUE camera, pressing the Snapshot button on the back of the camera will appear to do nothing. By default the first click of the Snapshot button will start AMCap so that you can take pictures. You can also take pictures using the camera icon in your system tray.

If the Snapshot button is not functioning at all, make sure that the process “vsnp2std.exe” is running in the Windows Task Manager’s Processes tab. If that process is missing, another program must be blocking it or the camera’s installation may have been unsuccessful.

To run this process, go to your Windows Directory (usually on your C: drive in My Computer) and double click the vsnp2std.exe file. If it still does not appear in the process list, another program – usually antivirus software – may be preventing the software from running. If you suspect that the problem is with the HUE software you can uninstall and reinstall the driver from the Downloads page.

Please note that the Snapshot button has no effect on Macs, or on Windows computers which don’t have the optional driver software installed.

If the options in the Video Capture Filter screen are greyed out, the system may be streaming the video in MJPG format which blocks the extra controls. To check, go to Video Capture Pin in the Options menu and locate the Color Space/Compression dropdown. If you change that to YUY2 mode, the flip/mirror boxes should start working in Video Capture Filter and allow you to tune the image.

These instructions apply to AMCap, the optional camera software available with the original HUE HD Camera. If you’re using different software, please check the publisher’s website for instructions. Our HUE Animation and HUE Intuition software packages (sold separately) have built-in flip/mirror features.

1. Launching the software

First, open the software from the Start Menu. You might have to click All Programs first. Windows 8 users can search for the application by name: HUE HD Camera.

HueHDCamerastartmenu

When the software opens it should show a live preview from your camera. If it’s missing, select the camera from the Devices menu first.

SelectHUEfromDevices

If the window is still blank, check that the camera isn’t open in any other software at the same time and ensure that Preview is selected in the Options menu.

PreviewLiveVideo

2. Accessing the camera settings

Select Video Capture Filter from the Options menu. You’ll be taken straight to the screen you need with the camera settings.

There are two boxes at the top of the screen: Image Mirror (horizontal flip) and Image Flip (vertical flip). Select the options you’d like to use and click OK. The live video feed will automatically refresh and start using your new settings.

FlipControls

If the options are greyed out, the system may be streaming the video in MJPG format which blocks the extra controls. To check, click Cancel and select Video Capture Pin from the Options menu.

PreviewLiveVideo

Locate the Color Space/Compression setting as pictured below. If you change that to YUY2 mode and click OK, the additional options in the Video Capture Filter screen will become available and allow you to tune the image.

VideoCapturePin

Note for Mac users

If you’re using Mac OS X, the only way to access additional controls for the camera at this time is to install a third party application such as iGlasses.

Some Apple software automatically flips the image to make live chat more intuitive. For recording videos where it’s important that the image isn’t flipped, we recommend the free version of QuickTime included in OS X 10.6 and later.

If you’ve installed the latest version of the optional camera software from our website, you can access its digital zoom feature.

1. Launching the software

First, open the software from the Start Menu. You might have to click All Programs first. Windows 8 users can search for the application by name: HUE HD Camera.

HueHDCamerastartmenu

When the software opens it should show a live preview from your camera. If it’s missing, select the camera from the Devices menu first.

SelectHUEfromDevices

If the window is still blank, check that the camera isn’t open in any other software at the same time and ensure that Preview is selected in the Options menu.

PreviewLiveVideo

2. Activating the zoom feature

Select Video Capture Filter from the Options menu and go to the third tab: Zoom.

By checking the Enable Zoom box, you can use the slider and arrow keys to zoom in and pan around the live video image.

ZoomControls

If the options are greyed out, the system may be streaming the video in MJPG format which blocks the extra controls. To check, click Cancel and select Video Capture Pin from the Options menu.

PreviewLiveVideo

Locate the Color Space/Compression setting as pictured below. Change it to YUY2 mode and ensure the Output Size is set lower than the camera’s maximum resolution.

Once you’ve made the changes, click OK. The additional options in the Video Capture Filter screen will become available and allow you to tune the image.

VideoCapturePin

3. Using digital zoom

Another way to access the zoom controls is by right-clicking the small camera icon in your System Tray, near the clock.

Clicking on Zoom will produce a smaller version of the controls so that you can zoom and pan across the image even when out of the configuration window.

The zoom option will be unavailable if the camera is capturing in MJPG mode or the video software is closed.

ZoomPlugin

Note: If you’re using Mac OS X, there’s no built-in digital zoom so you will either have to move the camera closer and turn the focusing ring to refocus, or install a third party application such as iGlasses.

Go to Programs in the Start Menu and select HUE HD Camera, then open the HUE HD Camera application (AMCap in older versions of the software). If any error messages appear, clear them with OK. In the Devices menu, look for the camera and its microphone. If both of these devices are present, then the system is recognising the camera. Make sure that the HUE is selected in the Devices menu. Show Preview should also be checked from the menu bar.

If either the camera or its microphone is missing from the list of Devices, please check that the camera is properly connected to the computer. If the camera is connected through the base station, check that the neck was firmly pushed into the base to make a good connection. You can also try to reboot you computer, then go back to the software and check the devices again.

Try plugging the camera into a different USB port. If the camera is plugged into one of the ports in the front try one of the ports in the rear of the computer. Try to uninstall the driver and do a fresh install with any antivirus software temporarily disabled. As HUE can be used without drivers, we recommend trying with and without the drivers installed to see whether this solves the problem.

Note: If you see a preview window with video from the camera, then the installation was successful. If you are still having problems when trying to use particular programs, please make sure that all other applications are closed before you test the camera, then contact the vendor of the software you are attempting to use for further support.

“Cannot install this hardware. Error occured during installation of the device. Driver installation file for this device is missing a necessary entry. May be because the INF was written for Win 95 or Later. Contact your hardware vendor.”

This error message refers to a problem with your computer’s configuration and should be investigated with your computer’s manufacturer if none of the other tips help. In your Windows INF directory (usually C:\Windows\INF) there should be three files installed with Windows called usb.inf, wdmaudio.inf and wdma_usb.inf. If any of these is missing you may encounter the error message. To restore one of the missing files, you can try reinstalling Windows, repairing Windows from the original installation CD or copying it from another computer running the same version of Windows as yours. We are unable to provide copies of working INF files; please contact your computer manufacturer for further help with this problem.

Please ensure that you have Windows XP Service Pack 2 (or later) installed. This is a free major update from Microsoft which should be available in Windows Update as an optional item. Service Pack 2 (or later) is required if you want to use USB cameras on Windows XP.

Check that there are no new USB 2.0 drivers for your computer in Windows Update. If updates are available please install them and try again.

If there are no updates, this error can also be caused by a problem with the computer’s power supply. It can usually be cleared with no side effects by shutting down the computer, physically unplugging the computer’s power cable from the mains socket and leaving it for at least 30 minutes to allow any remaining electrical charges to disperse. After that you can reconnect the computer and start it up again; the error should be gone. If this happens more than once it may be advisable to replace the computer’s power supply and mains cable.

One other cause of this problem could be that the system’s USB drivers have stopped working. You can uninstall them in the Device Manager control panel. Windows should reinstall them when you next restart or you can install them manually from the computer manufacturer’s website. If you try this please be careful to have a non-USB keyboard/mouse plugged in so that you can still use your keyboard/mouse in between.

Please download the correct software from our website, then close AMCap and disconnect the camera from the computer. Uninstall the drivers and install the downloaded software, then reconnect the camera. HUE should be available for selection in the Devices menu.

If you have a plug and play HUE camera, the drivers aren’t necessary. Please check that the camera is securely connected and the camera is selected in the Devices menu, then contact our technical support team for further assistance if the error persists.

If other cameras were previously installed on the computer and you are receiving a Code 39 error when you plug in the HUE camera, do the following:

  • Start Menu > Run and type in “regedit” (without quote marks).
  • File >Export and save a copy of your current registry. Always save a copy before making changes to the registry settings.
  • Find the key: HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Class\{6BDD1FC6-810F-11D0-BEC7-08002BE2092F}
  • In the right hand panel, find and delete the UpperFilters and LowerFilters values.
  • Disconnect and reconnect the camera from the computer.

The error should be gone.

If connecting the camera to your system produces a USB error, please contact your retailer with the details. Your hardware may be defective.

Please make sure that AMCap (or the HUE HD Camera application) is completely closed before starting up any other camera applications. USB cameras will only stream their video to one program at a time.

Our current HUE HD cameras use the built-in Windows camera driver so if you’re seeing this message, you might have an older model.

The easiest way to check is to look at the silver focusing ring around the camera’s lens. There will be some text printed on that ring.
If the text includes the number ‘2.0’ or our website address, you have one of the newer models and it should be automatically detected on Windows, Mac OS X and Linux. If it’s not working, please contact our technical support team for assistance.

If you can see the number ‘1.3’ on the ring, you might have an older camera. If that’s the case, please disconnect the camera from the computer and install this driver software, then reconnect the camera once the installation is complete.

Note: The HUE HD Pro camera does not require any drivers and does not have text printed around the focusing ring.

You should be able to view your AMCap recordings in software such as Windows Media Player and VLC.

If your AMCap recordings are not recognized, try adding .avi to the end of the file name.

Make sure all other webcam software is closed, then open AMCap. Select HUE as both camera and microphone in the Devices menu (you should be able to tick both). Before recording a video, select Set Capture File… from the File menu and choose a location on your computer where your recorded video will be saved. Enter a file name (we recommend putting .avi at the end) and click Open to confirm. On the next window, if you are not sure, set the size to 0 to avoid setting limitations on what you can record. You can then record a video using the Capture menu in AMCap. Make sure that Capture Audio is ticked, then click Start Capture to begin recording and Stop Capture to finish.

The recorded video will be in raw format (uncompressed) and can take up a lot of disk space; you may wish to change the resolution of the movie clip in AMCap by selecting Video Capture Pin… from the Options menu and adjusting the Output Size. You can also edit and compress your movie clip using Windows Movie Maker or other video editing suites, or record using a different program directly from the camera.

Please uninstall and reinstall the camera driver software, ensuring the camera is disconnected until the installation is complete. There may have been a problem with the original installation.

Please open the camera software and check that the correct camera is selected in the Devices menu. If your camera isn’t shown in the list, run Windows Update and check that your computer’s software is fully up to date.

If the message persists, please try a different USB port on the computer and test whether the camera works without its base in case there’s a problem with the connection.

If you’re using Windows, please download the latest camera drivers here.

Please note that the special effects and software interpolated higher resolutions are only available on Windows. In plug and play mode without any drivers installed, the current HUE should use a resolution of 1280×720 by default.

We have recently been made aware of a problem with the very latest version of Skype clashing with various webcam drivers. The problem is under urgent investigation. We expect this issue to be fixed in the next Skype update but our engineers are looking at whether a workaround is possible in the meantime, so please continue to check the HUE website as we’ll release any updates there as soon as they’re ready.

In the meantime, you should be able to solve the problem by downgrading to an earlier version of Skype for Windows. Another solution is to uninstall the camera drivers (you can still use the camera in Skype without drivers installed) until the problem is fixed.

If Skype is installed, it doesn’t have to be connected and online to trigger the blue screen issue. If you definitely don’t have Skype installed on the computer, please let us know.

We have been made aware of a problem with Windows Live Movie Maker (2012) detecting external webcams on certain laptop models. We have reported the issue to Microsoft; in the meantime, older versions of Movie Maker and alternative camera software should work. If your laptop is affected you can record movies using the camera software here or our HUE Intuition application.

If you’d like to install the drivers, a technical limitation of Windows means that the camera must be connected to each individual computer at the time of installation so there’s no network-deployable version. However, HUE is completely plug and play so the drivers are completely optional.

If you find you need the camera viewing tool from the driver package but not the drivers, you can download a standalone executable for this which can be copied across your network silently. Silent network installation is also planned for our HUE Intuition software (sold separately).

Our animation software (available separately or as part of HUE Animation Studio) can be installed over a network as required. Please contact us if you need any additional information.

This is an issue with some older versions of the Skype software rather than the camera itself. We suggest updating your video drivers from your computer manufacturer’s website and making sure your Skype software is always up to date as this problem was fixed in later versions.

Check with your computer’s manufacturer and make sure you are running the most up to date version of the SigmaTel drivers. You should be able to download the newest version from your computer or motherboard manufacturer directly. If the most recent ones still do not work, uninstalling and reinstalling the existing drivers then disconnecting, uninstalling and reinstalling the camera might fix the problem.

If you have a control panel in your computer settings called Sigma Tel, please check that it is set to “allow reconfiguration pop-ups”. You can then try disconnecting the camera and uninstalling/reinstalling that; if the sound card is struggling with anything it should pop up a window asking you to confirm how the microphone is connected.

Finally you can try going to Control Panel, then System, then Hardware, then Device Manager. Under the Sound category please right click and uninstall any sound card drivers then restart your computer. Windows should automatically reinstall the drivers or you can go through your computer manufacturer’s website to get the latest versions.

For further support with this issue please speak to your computer manufacturer.

FAQs: HUE HD Camera (Mac OS X)

The easiest way to check whether your computer is able to connect to the camera is to launch System Information. This can be opened straight from Spotlight or from the Utilities directory in your Applications folder.

Alternatively, go to the Apple Menu and select About This Mac, then click the button for More Info. You can launch System Report from the next window which appears.

On earlier Macs, the System Information screen was called System Profiler instead. Aside from the difference in its name, it can be accessed in the same ways described above.

Upon opening the System Information tool, you should see a screen which looks like this one:

System Report OS X

Click the USB category on the left hand side first, then expand the USB devices on the right. You should see the camera in your list as shown. It might be called HUE or simply identified as a basic USB Camera; either is fine.

If the camera is missing, please check the connection between your computer and your HUE camera carefully. The camera should be firmly pushed into its base. Go to File and then Refresh Information (Command + R) to refresh the list of devices when you want to check whether the problem is solved.

If the camera is showing up correctly in the System Information screen, it should be available in all of your other camera applications such as Skype, FaceTime and Photo Booth. Please check that it’s not ‘in use’ in another application then Quit and reopen the software you want to use.

HUE will be automatically installed when it’s connected to a Mac; no additional software is required. You will need to open camera software such as QuickTime, Photo Booth, Skype™ or HUE Intuition to start streaming the video. QuickTime and Photo Booth are preinstalled on all Macs as standard.

If you have a very old camera and are using OS X 10.5 or earlier, insert the driver CD into your computer before connecting HUE. Click the WebCam Driver Install.pkg icon to launch the installer. Follow the on screen instructions to install the software. You can then connect HUE to an available USB port on your computer and you’re ready to go. Please contact your retailer if you need more instructions for older models.

HUE requires an Apple Mac running Mac OS X 10.4.3 or higher. Please note that when using OS X some functions may not be supported, such as the YUY2 format, interpolation, special effects, face tracking and digital zoom features.

You can also view the current system requirements on this page.

WebCam Monitor was the Mac software installed with the original HUE HD Camera (instead of AMCap, which is Windows-only). It can be used to record video using HUE. If you’re using Mac OS X 10.6 or later, we recommend the built-in version of QuickTime for recording instead as it has better support for plug and play cameras.

The HUE HD Pro camera ships with HUE Intuition rather than WebCam Monitor.

This issue has been reported to us and is under investigation. Some of the newer HUE cameras do not offer the option to adjust the camera’s exposure settings.

This problem affects a small number of Mac users who use the third party iGlasses software to manage their camera.

Please fully quit WebCam Monitor (Quit from the WebCam Monitor menu or press Command-Q on the keyboard) so that it does not show up in your Dock. Then try opening WebCam Monitor again.

Please also make sure that the camera is directly connected to your Mac; not to a USB hub or through the keyboard. If you change the USB port the camera is connected to, please make sure that the WebCam Monitor application is fully quit as above and then reopen it after reconnecting the device.

This solution only applies to the old HUE webcams which required software drivers. If you have a new HUE camera, it’s most likely that the camera is already in use in another application and iChat can’t access the video stream.

iChat was designed to accept input from Firewire and UVC webcams. As the HUE is a driver-based USB camera, iChat required some additional third party software called iUSBCam to be installed on systems running Mac OS X 10.5 or earlier. Details can be found at the iUSBCam website.

Once you have installed the iUSBCam software please make sure that WebCam Monitor is completely closed (Quit from the WebCam Monitor menu or press Command-Q on the keyboard) before starting up iChat. In iChat select iUSBCam from the Video menu. Go to Change Video Source… and pick the camera from the dropdown menu.

For further iUSBCam questions please contact the creators at the link above.

Please make sure that WebCam Monitor is completely closed before starting up Skype. You have to close the application with Quit from the WebCam Monitor menu, not just by closing the window. Close and reopen Skype once this is done and it should detect the camera properly.

If you’re using OS X 10.6 or later, your Mac will have QuickTime preinstalled. QuickTime can be used to present live video and record (with or without sound), and it’s fully compatible with HUE.

Please test the webcam in an Apple program such as iChat (FaceTime), Photo Booth or QuickTime. If the webcam works normally there, the problem is with an Apple system file in 10.6.3 which can be fixed by upgrading to OS X 10.6.4 through Software Update.

So long as the Mac meets Apple’s minimum requirements and runs OS X 10.4.3 (Tiger) or later, it should work with HUE. For our software products please carefully check the individual system requirements for the list of supported operating systems.

Please note that HUE requires a direct connection to the computer, without going through a USB hub.

So long as the Mac being used meets Apple’s guidelines for running Photo Booth you should be able to use it with HUE. After following the installation process your Mac should automatically detect HUE in Photo Booth if it has no internal camera of its own. If it selects a built-in iSight camera instead, simply use the Camera menu to select the correct device.

If the camera doesn’t seem to be available, please try disconnecting your HUE and reconnecting it once Photo Booth is already running.

If your Mac has a built-in camera already and you’re using an older version of Photo Booth without a Camera menu, Photo Booth will sometimes default to using the built-in webcam. As there is no way to change settings in older versions of Photo Booth this initially makes it difficult to use with external cameras. If you aren’t able to update to a newer version of OS X, one simple way to pick HUE instead of the built-in camera is to first open WebCam Monitor or another camera application and pick the Mac’s internal iSight camera in its Video Settings. This will prevent Photo Booth being able to use the same device. When you start up Photo Booth it will automatically select HUE and work as expected.

FAQs: HUE HD Pro Camera

At this time, we don’t offer any support for using HUE on Android devices such as smartphones, tablets or Android-powered projectors. The reason is that the Android operating system doesn’t currently fully support connecting to UVC compatible cameras such as HUE, which makes it much more difficult to set the camera up. We will continue to monitor the situation in case things change in a future version of the Android software.

While we can’t offer advice directly, there are a few third party applications such as the USB Camera app by Infinitegra which claim to be able to support USB cameras. If you already have a HUE camera, downloading the free version of the app and testing it with your Android device may be a viable solution.

If your camera is not recognized automatically, try connecting it to a different USB port. We recommend directly connecting it to a USB port on your computer, not through a USB hub. If you are using the camera with its base station, please make sure that the neck is firmly pushed into the base and making the connection.

If the camera is plugged into one of the ports in the front try one of the ports in the rear of the computer, or vice versa.

If you are using Windows XP, please check that you have Service Pack 2 or later installed as this is required for Windows to properly detect plug and play cameras. Service Pack 2 is a free stability update available through the Windows Update tool.

We don’t provide any software for Chromebooks, but because HUE cameras are plug and play devices they will be recognized automatically as soon as they’re connected.

To start using HUE on your Chromebook, open the Chrome browser and click on Menu in the top right. Navigate to Settings, then Show Advanced Settings.

You should see a section called Privacy. Click on Content Settings and select the HUE USB camera in the Camera dropdown list.

Once you click Done, your HUE camera will be available to stream and record video on websites such as YouTube and Ustream.

Yes, if you already have a HUE HD Pro Camera and want to try stop motion animation, it will work in the HUE Animation software.

The HUE HD Pro camera is a plug and play device which doesn’t come with any additional drivers, therefore digital zooming using software interpolation isn’t possible without installing third party software. Instead, you can simply use the camera’s flexible neck to move the lens closer and turn the colored focusing ring to sharpen the image.

So long as there’s enough light, it’s possible to capture live video and stills from a very short distance at full resolution.

Click here for the full list of HUE HD Pro Camera FAQs

HUE Software

FAQs: HUE Intuition

USB cameras can only stream in one application at a time, so when you open Skype the camera would normally be unavailable if you were using it in HUE Intuition first.

When you click on the Skype button within HUE Intuition, it automatically disconnects the camera so that it’s ready for use in Skype as soon as it’s loaded.

If you clicked the Skype button by mistake, simply close Skype and switch tabs in HUE Intuition to refresh the connection. You should be able to select your HUE camera again immediately.

Offline activation of our HUE Intuition document camera software is not currently possible for users running Mac OS X 10.6 (Snow Leopard).

If you are unable to upgrade to OS X 10.7 or later, please connect to the Internet the first time you run HUE Intuition so that activation can take place. Once you have activated successfully for the first time you will not need an Internet connection again and can return to using HUE Intuition offline.

Offline activation is available in all other supported versions of Mac OS X and on Windows.

If you have registered your software before, you don’t need to register it a second time. Your software downloads and license information will all be stored on your online HUE account. Please see this guide if you need help logging in.

If your kit is brand new or you can’t access your HUE account, please contact our support team with your order details and we’ll be able to help.

If you have activated a HUE software product or purchased through our online store, you will already have an online account on our system. If you’re not sure what your password is, you can use this form to request a password reset or contact us for assistance.

If you don’t have an account yet, simply visit this page and sign up using the form on the right hand side.

Once you have an account, any future software that you register will automatically be added to your list of downloads and license keys online. You can also register new software and generate offline activation codes through the main account page.

If you have a multiuser license, please check that you have selected the correct license type at the top of the activation screen.

hueintuitioncodetype

If this doesn’t help, check that you’re putting your details in the correct boxes. License keys are longer codes retrieved from your online account, while activation codes are shorter and start with ‘INT’.

Click here for the full list of HUE Intuition FAQs

FAQs: myCreate for iOS

Apple currently does not allow external USB video cameras to stream to the iPad even if you purchase a camera connector kit, so at this time this is not possible.

If you are wanting to use myCreate on the iPad, the camera built into the iPad 2 or 3 can be used – no additional camera is required!

There was a bug in myCreate 2.0.5 (full version) and 2.0.1 (lite version) that caused the export to album function to crash.

We released an update which fixes this crash, so if you’re affected please download the latest version of myCreate from the app store.

When sharing a video via social media channels and email, iOS currently reduces the video quality to make it smaller and easier to transmit. If you would like to work with the original high definition version of the video, you will need to export the video to your albums from myCreate and then transfer the movie from your albums to your computer directly.

Earlier versions of myCreate required you to manually adjust the privacy permissions in order to export your video.

However, we have since released an updated version which automatically prompts you to allow myCreate to access your photos. Please update to the latest version of myCreate through the app store to resolve this issue.

At the moment, our myCreate app works with iOS 6.1 and later on the iPad 2 or 3, iPhone, and iPod Touch. You can view the latest system requirements and download the app directly from the store here.

HUE Animation only works on a Windows PC or Mac. However, we do have a separate iPad, iPhone and iPod Touch app based on HUE Animation called myCreate.

We currently have no plans to offer the app for Android tablets, Android phones, Windows tablets, or Chromebooks.

The myCreate app has a similar look and feel to the HUE Animation software, without the full set of editing capabilities. Movies can be created with the app, exported to a movie file and then imported into HUE Animation for final editing.

myCreate offers options for sharing movies directly to YouTube, Facebook, and Vimeo.

Please send us a message with a full description of the problem. Our team will assist as quickly as possible – often the same day.

Other

FAQs: The HUE Book of Animation

If you need to download the files from your HUE Animation CD on a computer with no CD drive, or if you have lost your CD, these extras are available to all HUE Animation owners through the Downloads page in their online account.

At the bottom of the Downloads page there will be a link to Other downloads which can be expanded to show the activity pack as shown.

Other Downloads

If you need help accessing your account, please check this guide. If you don’t see any downloads available on the page you may still need to register your HUE Animation kit by activating your software.

Please contact us with your activation code and email address if you have any problems downloading your files.

The HUE Book of Animation is a revised animation activity guide based on the old Klutz Book of Animation. Both contain the exact same examples, activities and ideas to help you get the most out of your HUE Animation products. Various bundles are available; please see the book’s product page for more information.

Please send us a message with a full description of the problem. Our team will assist as quickly as possible – often the same day.

FAQs: The Klutz Book of Animation

Please send us a message with a full description of the problem. Our team will assist as quickly as possible – often the same day.

The Klutz Book of Animation is no longer published by Scholastic and the offer for a free SAM Animation license is no longer running.

A revised edition of the book, complete with a bundled license, is now available as The HUE Book of Animation.

Please contact your retailer if you have been advised that your copy of the Klutz Book of Animation should have included a free license.

You can view the example videos referenced in the Klutz Book of Animation here in our gallery.

The HUE Book of Animation is a revised animation activity guide based on the old Klutz Book of Animation. Both contain the exact same examples, activities and ideas to help you get the most out of your HUE Animation products. Various bundles are available; please see the book’s product page for more information.

Miscellaneous Questions

Schools can use our education order form or their own purchase order documentation if a quotation or invoice is required. Please check this page for more information about ordering HUE products for your school.

We ship worldwide and there are no restrictions on support; your HUE software will work no matter which country you travel to.

The appropriate sales taxes will be calculated automatically during checkout and added to your order. For customers in the European VAT area, UK VAT is added to all orders for physical products. Taxes on digital products are charged at the local rate for your country according to current EU regulations.

Please contact us before placing your order if you have a valid European VAT number or tax exemption so that our sales team can ensure you are not charged incorrectly.

If you’re ordering a physical product such as a camera, it’s important to be aware that our warehouses despatch from the US (for US orders) or from the UK (for all other orders). Some countries charge the recipient import taxes and duties when a parcel arrives from overseas, and these additional charges are the responsibility of the buyer.