If the infrared LED is not lit, try the following steps:1. Check if the infrared LED is really lit.Unlike the visible light of a normal LED, an infrared LED is invisible light (light that cannot be seen with the naked eye). Start FocusRay in a dark environment and take a picture with a smartphone or other camera to check whether the infrared LED is lit.2. If it is not lit, check the power supply.If the power supply voltage is insufficient, the infrared LED may not light up due to insufficient power.Please supply a power of 2.0A or more, or if it is a wireless model, please make sure it is fully charged and try again.If the issue persists after trying the above methods, please contact support.

The unit may become hot, but this is not a malfunction.The camera may generate heat when processing data when sending it, and wireless models may also generate heat when charging.Do not block the exhaust vent at the bottom of the product.If you notice any abnormal heat generation, immediately stop using the product and contact us for inspection and repair according to the "Repair Information."

If the camera is not displaying properly, please try the following steps:1. Check that there is no protective film attached.When you purchase the product, it will be delivered with a film attached to protect the lens.Please check if there is any film on the lens. If there is, please remove it.2. Check your environmentAlthough the FocusRay uses a highly sensitive sensor, noise may occur in extreme environments.Please make sure you are not in a backlit environment. If there is strong window light or lighting behind you, your face will appear completely dark (crushed black).Additionally, if you are using a large number of other USB devices (external HDDs or webcams) at the same time due to insufficient bandwidth, the frame rate may drop. Please remove any unnecessary devices and check.3. Restart the device.Turn off the power to the device, wait about 20 seconds, and then turn it back on.4. Rewrite the firmwareIf all of the above troubleshooting steps do not work, please follow the quick start guide to re-flash the firmware.Click here for instructions on how to reset the firmware for the FocusRay wireless model (AONXV-001-W).https://www.aoharunext.co.jp/support/question?questionId=964fac87-e134-409c-9355-55b4c443cb41Quick start guide herehttps://www.aoharunext.co.jp/support/quickstartIf the symptoms persist after trying the above methods, please contact support.

If the camera is not working, try the following steps:1. Check the USB cablePlease make sure that the included power supply and communication USB cable is connected to a USB 2.0 port.2. Make sure you press the camera start button from the software.Please make sure you have pressed the "Launch Camera" button on the face camera in Project Babble's "Baballonia." If it doesn't start after pressing it once, try pressing it multiple times.For more information, please see the Quick Start Guide .If the issue persists after trying the above methods, please contact support.

If you are unable to connect wirelessly, please refer to the FAQ below and try resetting your wireless connection settings.How do I reset my wireless connection settings?https://www.aoharunext.co.jp/support/question?questionId=964fac87-e134-409c-9355-55b4c443cb41Also, make sure you are not connected to the 5GHz band instead of the 2.4GHz band.If the symptoms persist after trying the above methods, please contact support.

If you can establish a wireless connection but experience frequent disconnections or disconnections, please try the following steps.

If the camera is not working, try the following steps:1. Check your wireless connectionPlease make sure that your FocusRay device is securely connected to the internet.If the connection is successful, please refer to the Quick Start Guide to rewrite the firmware.Please double-check that your internet connection information, such as SSID, is correct.2. Try a wired connectionTry connecting the included USB charging/data cable to a USB 2.0 port.In this case, you may need to rewrite the firmware. Please refer to the Quick Start Guide.3. Make sure you press the camera start button from the software.Please make sure you have pressed the "Launch Camera" button on the face camera in Project Babble's "Baballonia." If it doesn't start after pressing it once, try pressing it multiple times.For more information, please see the Quick Start Guide .If the issue persists after trying the above methods, please contact support.

If it won't turn on, it may not be receiving enough voltage.Please use the included power supply and communication USB cable and make sure that a stable output of 2.0A or more is being obtained.If you are using USB bus power, it may not be outputting 2.0A or more due to insufficient power supply on the PC side. Please try removing all peripherals other than the power supply and FocusRay from the PC and try again.If the symptoms persist after trying the above methods, please contact support.

The wired FocusRay model does not have a wireless communication module.If you want to connect wirelessly, please purchase the FocusRay wireless model (AONXV-001-W).

If the operating time becomes shorter, the built-in battery may be depleted due to usage time and conditions.If the battery life is short since purchase or you would like to replace it, please request a repair using the " Repair Information" page .