When capturing within Apteryx Online Capture, Windows may refuse Apteryx Online Capture access to the camera, resulting in the error message "Error: Please check that the device is connected".
Process Description:
This article reviews how to ensure Windows is granting access to the camera in the camera privacy settings and how to ensure the camera is initialized by Windows in a compatible format for Apteryx Online Capture.
How to Grant Apteryx Online Capture Access to the Camera in Windows Camera Privacy
- Navigate to the Windows Search Bar on the Task Bar
- Search "Camera privacy settings"
- Ensure "Let desktop apps access your camera" is enabled
How to Ensure "Turn on Basic Camera" is Disabled within the Camera's Advanced Settings
- Navigate to the Windows Search Bar on the Task Bar
- Search "Settings"
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Navigate to "Bluetooth & Devices"
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Navigate to "Cameras"
- Select the Intraoral Camera within the list of "Connected Cameras"
- Edit the "Advanced camera options"
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Ensure "Turn on basic camera" is disabled
Next Steps:
If difficulties using your camera in Apteryx Online Capture persist after attempting to above recommendations, we highly recommend contacting PlanetDDS Support or continuing to work with PlanetDDS Support, if a ticket has already been submitted. We are happy to assist as needed.
Article Version 1.0 4/22/2026