Intermittent loading issue with Mapp Vision HMI

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Problem Description
After approximately 3 weeks without use, the camera was set up for testing. The full configuration was completed, transferred to the PLC, and the visualization was accessed via web browser. Upon entering the vision component, the screen would remain in an indefinite loading state without completing initialization.
As part of the diagnosis, the same project was tested with a different camera, which worked without issues. A few hours later, the original camera responded normally, so the issue was considered an isolated case. However, the following day the problem occurred again under the same conditions. The camera worked again the following day and shortly after, the camera stopped working altogether — and has not functioned since.

Versions
Automation Studio: 4.12
Mapp View / Mapp Vision: 5.24

Question
Has anyone experienced similar behavior? The issue is intermittent — on some occasions the visualization loads correctly, while on others it remains suspended indefinitely, and now it has stopped working entirely. Any guidance or similar experience would be greatly appreciated.

2

@Luz_Barboza ,
I am sorry to hear about your issue, but this is clearly not normal behavior. Imagine installing the camera on a production machine, shutting it down over the weekend, and then being unable to restart production on Monday because the camera failed. That is simply not acceptable.

Interestingly, you have two cameras experiencing the exact same issue. Are you sure the wiring is correct, and the power supply is stable and within the proper range?

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Which camera do you have?
Have you check in the logger if you see any interesting messages? Could you upload systemDump?

Have you connected some sensors to your cameras?

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Could you please call our support team in Mexico? Also,@cesar.lopez , could you assist Luz Barboza with this?

Thanks
Ciao
Valerio

3

Hola @Luz_Barboza

yesterday I had a similar issue with mappVision HMI, AS 4.12.9.18 and mappView 5.24.8.

It works for me only with mappView 5.24.3 and with both TP mappVision 5.29.0/ 5.30.1.

In my case FW 1.11.1.9. Which FW at the camera are you using?

BR

Vanessa