Troubleshooting Q&A

Problem: An error message is shown.

Solution: See Error Messages section for explanations and remedies.

Problem: Promote Control firmware update application does not recognize the Promote Control connected to the computer.

Solution: Make sure Promote Control is off before connecting to the computer with the "Mode" button held down. Also make sure that after being connected, the Promote Control screen remains clear. If the Promote Control screen displays anything, disconnect Promote Control from your computer, power it off by pressing and holding the Power button, and repeat the connection procedure.

Problem: Camera does not take all expected pictures in "Time Lapse" or "High Dynamic Range" mode.
Solution: If using the shutter cable, try increasing the value of "Shutter cable release frame delay" Setup setting. If you are only using the USB cable, try increasing the value of the "USB cable release frame delay" Setup setting.

Problem: Promote Control does not recognize the camera connected via USB.

Solution:

•Verify the camera is in the supported camera list published at http://www.promotesystems.com/

•Make sure the camera is configured to use "PTP", "Print/PTP" or "PTP/MTP" mode. See, Performing Basic Operations on page 18 for more information.

Problem: Promote Control is not responding to any buttons.

Solution: Refer to Resetting the Device section.

Problem: Promote Control does not turn on.

Solution:

•Replace the batteries with a fresh set.

•Connect an optional AC adapter.

•If a firmware update has been performed and did not complete, refer to Recovering from a Failed Firmware Update section to restore the firmware.

Problem: Using Promote Control results in twice as many images as requested.

Solution: Make sure that "Mirror Lock-Up" is either enabled or disabled on both your camera and Promote Control. If camera "Mirror Lock-Up" is disabled and Promote Control "Mirror Lock-Up" is enabled, this will result in duplicate images when using a shutter cable.

Problem: Using the Promote Control results in more images than requested.

Solution: Make sure that your camera is in "Single shot" drive mode. Do not use "Continuous" drive mode with Promote Control unless specifically recommended. Quiet or Silent mode is also acceptable, if available on your camera.

Problem: Promote Control does not always take the first picture out of a sequence. Other images are taken successfully.

Solution: Certain camera models need some time to re-initialize after they enter power-down mode. If you experience the issue described above, half-press the shutter button on your camera to wake it before pressing the "Start" button on the Promote Control.

Problem: In Focus Stacking mode, Promote Control successfully controls lens focus, but no images are taken.

Solution: If your camera is set up to enable automatic image preview when images are being taken, please set the image preview duration to no longer than 2 seconds. You may also need to completely turn off image preview when using Focus Stacking mode.

Problem: A problem appeared and it is not described in the above Q&A list.

Solution: Contact http://support.promotesystems.com/ for advanced support.