Frequently Asked Questions

Product:
SeeSnake HQ Support Topics
  1. I updated HQ and it looks different. What are it's new features?

      To learn about the new look and features of HQ, please see our Online HQ Manual here: http://hq.ridgid.com/viewArticle?id=26
    1. Why does the text and layout of the report looks different on paper than on my HQ screen?

      To make sure your report looks the same when printed:

      • Export your report to your computer by pressing the export button.
      • Name your report in the file name field
      • Save report as a PDF file (not a webpage)
      • Open the report with Free Adobe Reader. It's a free download here: http://get2.adobe.com/reader/

      • Print your job from Adobe Reader.
    2. I'm trying to install SeeSnake HQ on my computer, and it keeps freezing part way through. Even when I re-try the installation, it freezes at the same spot. What do I do?

      It's likely that the installation is being halted by the Windows UAC (User Account Control) verification window that pops up during most software installs. This is a security prompt from Windows that wants the user to verify the installation. However, this prompt often comes up in the background, not making itself very clear to the user. Windows requires that the user acknowledge the prompt before proceeding with the installation. As a result, the installation will be paused until the UAC is passed.

      In order to find the UAC window, you can either click through or minimize any open windows; or you can look at your Taskbar and locate an icon (it may be flashing) that looks like a shield. Once you've located it, simply acknowledge that you would like to continue with the install and you should be set.
    3. HQ will not install and Windows says the Security Certificate is invalid or Unsigned.

      1. Open up your Microsoft Internet Explorer Browser.
      2. Select Tools.
      3. Select Internet Options.
      4. Select The Content Tab.
      5. Select Publishers.
      6. Select Untrusted Publishers.
      7. Highlight anything saying SeekTech or SeeScan and select Remove.
      8. Repeat in the Certificates button on the Content tab.
      9. Now re-download HQ and attempt an install.
      10. Make sure when the Setup Security Warning box pops up that you select "Always run software from SeekTech".
      11. Complete the install process
      12. Open HQ
      13. Now SeekTech should appear under Trusted Publishers in that content tab under publishers.
    4. DVD or Job Export Issues

      Typically when there is a DVD or Job Exporting problem it is one of 5 things:

      1. A hardware issue with the DVD burner on your computer.  We recommend installing SeeSnake HQ on a different computer and try to burn a job onto a DVD to determine if it is a DVD burner hardware issue.

      2. A media issue. Confirm that you are using compatible blank DVD's for your DVD burner. Also USB Thumb drives can malfunction over time, so reformat and replace them at regular intervals.

      3. A file issue. Confirm that your job or video files are not too large for the DVD disc's capacity. In addition, make sure proper shutdown procedures are used on your equipment so all media is saved correctly.

      4. A virus scanner, different DVD burning software, or other resource intensive application is running at the same time as SeeSnake HQ. Please temporarily shut down any of these programs the next time you try to burn a DVD in SeeSnake HQ.

      5. Certain AMD Vision Computer Processors cause issues with video transcoding. We recommend computers equipped with Intel processors.

      • If you wish to use a different program to copy your job reports and videos (in MP4 or AVI format) with, the jobs are kept in this directory by default: C:\ProgramData\SeeSnake\SeeSnakeHQ\Jobs - That folder may be hidden, so you might have to make it visible within Microsoft Windows.

      • You can also export jobs to a USB thumb drive instead of a DVD. This can be plugged into any computer and the report can be viewed as a webpage based report, including videos and pictures.

      • Another option is to simply drag and drop (Or copy and paste) the videos and pictures in HQ from the left hand column of an open job to your windows desktop or other location on your computer so that you may burn them to disk using other software or put them on a USB thumb drive. Also, you may have created a different job space in HQ and relocated these job files from the default location.The reports are in HTML format and the videos are usually im MP4 orAVI format. 
    5. How to manually (re)install LT1000 drivers:

      If you are having trouble with the automatic driver install through Windows, you can manually point Windows to the LT1000 drivers already located on your machine as a result of the SeeSnake HQ installation. This is often the solution to many video issues as well.

      1. Right-click on My Computer and select Properties.
      2. Navigate to Hardware > Device Manager.
      3. From here, expand the Sound, video and game controllers section.
      4. Locate the SeeSnake USB Video Camera selection.
      5. Right-click that and choose Update Driver Software...
      6. Choose the Browse my computer for driver software.
      7. Use the pathway: C:\Program Files\SeeSnake HQ\LT1000 Drivers\32 (or \64 if you have a 64-bit system).
      8. Let the machine run the update process.
      9. If you are using Windows XP, there may be another device listed under Sound, video and game controllers that relates to the LT1000 as well; something titled with the label SeeSnake Camera Peripheral; if you see this device, follow the same instructions to update the driver software for that as well.
      10. Restart your machine.
      11. Plug in and power on your LT1000 and run SeeSnake HQ.
      12. For more detailed instructions with pictures, you can go here: http://hq.ridgid.com/pic_faq/m_driver/

    6. I've tried exporting my report to a thumb drive but all I see is an HTML report file and a folder with it. What is this?
      The 'Export' option in SeeSnake HQ is designed to create a web browser compatible, HTML multimedia report. This report is specifically meant to be viewed in a flash-enabled browser (for Firefox, you may have to install a Windows Media Player plugin) and includes both photos and viewable videos.

      In order for this report to function correctly, you MUST keep both the 'InspectionReport.html' file AND the 'InspectionReport_files' folder in the same location. DO NOT RENAME THESE FILES.

      Assuming they are in the same location, simply opening up the 'InspectionReport.html' file in any flash-enabled browser should result in a viewable multimedia report.
    7. Burning a DVD results in freezing or seems to take way too long. What is wrong?

      When creating a DVD, the burning process can take a while because of the finalizing process. As odd as it sounds, DVDs with less data can actually take longer to burn. This is because finalization refers to the process in which all of the unused portions of the DVD are being written to.

      So be patient while burning DVDs, chances are that the finalization is just taking longer than anticipated.

      Other common reasons DVD creation or exporting jobs to a USB thumb drive may take longer or your system may freeze up:

      1. A hardware issue with the DVD burner on your computer.  We recommend installing SeeSnake HQ on a different computer and try to burn a job onto a 
      DVD to determine if it is a DVD burner hardware issue.
      2. A media issue. Confirm that you are using compatible blank DVD's for your DVD burner.
      3. A file issue. Confirm that your job or video files are not too large for the DVD disc's capacity.
      4. A virus scanner, different DVD burning software, or other resource intensive application is running at the same time as SeeSnake HQ. Please 
      temporarily shut down any of these programs the next time you try to burn a DVD in SeeSnake HQ.
      5. Certain AMD Vision Computer Processors cause issues with video transcoding for DVD or exporting. We recommend computers equipped with Intel processors.

      • If you wish to use a different program to copy your job reports and videos (in MP4 or AVI format) with, the jobs are kept in this directory by default: C:\ProgramData\SeeSnake\SeeSnakeHQ\Jobs - That folder may be hidden, so you might have to make it visible within Microsoft Windows.

      • You can also export jobs to a USB thumb drive instead of a DVD. This can be plugged into any computer and the report can be viewed as a webpage based report, including videos and pictures.

      • Another option is to simply drag and drop (Or copy and paste) the videos and pictures in HQ from the left hand column of an open job to your windows desktop or other location on your computer so that you may burn them to disk using other software or put them on a USB thumb drive. Also, you may have created a different job space in HQ and relocated these job files from the default location.The reports are in HTML format and the videos are usually in MP4 orAVI format. 
    8. How to use the SeeSnake HQ Troubleshooting Tool:

      The Troubleshooter tool will help you configure SeeSnake HQ and your LT1000 device for optimal performance. 

      1. To access the Troubleshooting Tool, navigate to Tools > Troubleshooting Tools.
      2. You will have to close SeeSnake HQ to use the tool.
      3. Follow the on-screen instructions and prompts to help diagnose and resolve several common issues.
    9. Where can I find the support website for SeeSnake HQ software?

      We have built a website designed to provide various resources to all users of SeeSnake HQ. Here, you can find information on various Ridge Tool products and have access to documentation, downloads and FAQs to help you better understand your product.
      1. The website for SeeSnake HQ Support can be found at: http://hq.ridgid.com/product-hq.php
    10. How to submit a Bug Report:

      If you are experiencing an issue with your LT1000 or SeeSnake HQ software, you can submit a help ticket to our support team. You can choose to send a general ticket related to a general problem, or send a specific Job-related ticket that will also allow you to send us the Job attachment (in addition to the log and error files).

      To Send a General Bug Report:

      1. From the Home window, click on Help > Send Bug Report.
      2. Fill out the fields in the form that pops up. The more information you provide, the better we can communicate with you. You may submit bugs anonymously, however, should you desire.
      3. Click Send to submit the bug report.

      To Send a Job-Related Bug Report:

      1. From the Job window, click on Help > Send Bug Report.
      2. Fill out the fields in the form that pops up. The more information you provide, the better we can communicate with you. You may submit bugs anonymously, however, should you desire.
      3. *Note: If you would like to send us the Job itself, be sure to check the Job checkbox below the log checkbox.
      4. Click Send to submit the bug report.
      5. If sending a Job in addition to the report, be sure to allow the uploader to fully submit the Job file before exiting. Job files can be quite large, depending on the amount of media within them, so be prepared to wait for a bit with larger Jobs.

    11. I have a camera that uses the PAL/CCIR (black and white) encoding system instead of NTSC. Can I use that with SeeSnake HQ?:

      Absolutely. Users with a PAL/CCIR encoded camera can use SeeSnake HQ by toggling a simple settings option.

      1. Once you've opened a Job, click on the small Reel icon at the bottom right of the SeeSnake Live window (it is to the left of the distance display).
      2. The Live Settings window should appear.
      3. In the Video Format section, use the selector to choose PAL - 720x576.

      *Note: Your camera selection should be configured through the Configuration Tool upon the initial setup of SeeSnake HQ.
    12. I'd like to send a customer an individual image or video file without building a report. Can I do that?:

      Yes you can. SeeSnake HQ supports drag-and-drop functionality that allows you to simply drag media out of the software onto the destination of your choice (ex. desktop, flash drive, etc.).

      1. From within a Job, simply click on the media element you would like to grab and drag it to your chosen destination.
      2. By default, images will be .JPG files and videos will be .AVI files.

    13. I'd like to construct a Job manually, using just raw photo or video files. Can I do that?

      Absolutely. SeeSnake HQ allows you to import raw photo and video files by dragging-and-dropping those media elements right into the application.

      To do so:

      1. Start a new Job in HQ.
      2. In this new Job, feel free to fill-in any information you'd like to in the 'Job Information.'
      3. Drag-and-drop the MEDIA ONLY into the left side bar of HQ (the 'Job Navigator.')
      4. With the media in place, you should be able to create a report of any kind.

    14. When I open a previously saved Job, I don't see any live video. What's wrong?:

      SeeSnake HQ is configured so that it does NOT default to any capture device when a previously saved Job is opened. As a result, when opening a new Job, it may appear like you are not getting a live video feed. Getting the SeeSnake Live feed is just a matter of selecting the LT1000 as a capture device.

      1. Within the Job, look for the drop-down boxes labeled Video and Audio right below the SeeSnake Live window in the upper left corner of the screen.
      2. In the Video drop-down, select the LT1000. The Audio drop-down will automatically populate with the LT1000 as well.
      3. The live video feed should appear in the SeeSnake Live preview window.
      4. To make the live feed the main viewing window, simply click on the SeeSnake Live smaller live preview window.

    15. I have an older SeeSnake camera/reel. Can I use that with the LT1000 and SeeSnake HQ?

      The older SeeSnake cameras and reels will work with the LT1000 and SeeSnake HQ. User should be aware, however, that older equipment may have limited functionality. Specifically, older Count IR units will not display distance measurements.
    16. I have noticed that the video quality while recording in SeeSnake HQ does not seem very good. Is there a way to change this?

      Users can adjust the video quality settings in HQ to get a higher quality recording at the expense of having bigger files. However, it should also be noted that netbooks, or older systems that fall out of the listed requirements for SeeSnake HQ, will also have trouble processing video. In this situation, we recommend upgrading your system to meet the requirements.

      1. Navigate to Settings either via the Settings button at the top right of the window, or by going to the menu bar and clicking Tools > Settings.
      2. Under the Quality section, adjust the slider for either Autolog or User video to your preferred level. Remember, higher quality recordings will mean bigger file sizes.

    17. Can I import my contact from Microsoft Outlook into SeeSnake HQ?

      Unfortunately, that feature is not currently available in SeeSnake HQ. There are plans to include that functionality in the future, however.
    18. My computer is behind a firewall or network filter that doesn't allow me to update my LT1000 or SeeSnake HQ. What are the sites I should allow in order to have access to all updates?

      Many users using security programs or machines within a corporate environment may experience the inability to receive important updates via the internet. Firewalls and network security protocols are sometimes designed to restrict machines from having access to outside or unknown sites. In order to properly receive important updates to your LT1000 and SeeSnake HQ, you will need to allow access to certain sites.

      1. Firmware server: kazi.seektech.com
      2. HQ update server: updates.seesnake.com and update.seesnake.com
      3. Error tickets: hq.seesnake.com
      4. Web Presence: hq.ridgid.com
      5. Ridgid Connect: www.ridgidconnect.com

    19. Does your captured video play back fast? And/or do you see very high CPU usage during recording? Or is captured video showing up black in player window?

      Some systems (most notably netbooks) cannot keep up with the process of capturing audio and video from USB devices while also encoding them. This leads to extreme audio packet loss in most cases, sometimes even video loss. The resulting file is then not recorded in the proper frame rate as the audio cannot be synchronized to video.

      1. Try setting audio device to None. This will allow slower systems to capture & encode real time video with less CPU usage. However, there will be no audio recorded in the video.
      2. Starting with HQ release 1.53.92.1551, you can select a lower resolution for your LT1000. From the HQ Live Screen, select the gear icon (in the lower right of the window, next to the distance count), and adjust capture size (ensuring to pick proper PAL / NTSC selection).

    20. I can't see any video but there are not LT1000 driver issues and my machine is up to specification. What could be the problem?

      It is likely an out-of-date graphics driver. To verify this, right-click on 'My Computer' and select 'Properties'. Then navigate to 'Hardware' > 'Device Manager' and open 'Display Adapters'. You will see a generic name like "Standard VGA graphics adapter" or something like that. It will not specify a make or model. In order to update your graphics driver:

      1. You'll need to find out what graphics card your computer has. Typically, this information can be found in the documentation or on the box for the computer. However, performing  Google search for the make and model of your computer then looking up the specifications also works.
      2. Once you have this information, navigate to the computer manufacturer's website (Dell, HP, Sony, etc.) and locate the support page.
      3. From here, they will typically have a section for downloads and/or drivers. Locate the correct driver for the graphics card you have.
      4. Download and install the driver. This should resolve the issue.
    21. I'd like to be able to sync my Jobs with my other computers. Do you have any suggestions for how I can I do this?

      There are several services out there that you can use to sync or share your Jobs across multiple computers, but we suggest using Dropbox. Using Dropbox, you can easily sync up a custom Job Space across multiple machines, allowing you to access your data from any number of computers or mobile devices.

      Here is a link that provides more information on Dropbox, how it works, and how you can use it: https://www.dropbox.com/tour

      Once you've set up your Dropbox account, getting it to work with SeeSnake HQ is simple:

      1. Dropbox is an online synchronization service. As such, it requires an internet connection to successfully sync your data. Keep this in mind when utilizing your Dropbox account.
      2. Be sure that you know the location of your Dropbox folder. In addition to placing the folder in your Windows Explorer, Dropbox will likely install a shortcut icon on your desktop.
      3. Open SeeSnake HQ.
      4. From the Home window, right-click on Job Space and select Add Job Space.
      5. A window will open, asking you to designate the location of the new Job Space. Navigate to and select your Dropbox folder.
      6. Once you click OK, you should see Dropbox added as a Job Space within the SeeSnake HQ Home window.
      7. Now, anytime you save or add a Job to this Dropbox Job Space, it will be synced to any other computer that you have Dropbox installed on!
      8. Remember, how much space you have in your Dropbox is limited by the account type you have. The free account comes with 2 GB, so if you plan to stick with that, be sure to maintain your Dropbox folder appropriately.
      9. If you run into problems using the Dropbox service, visit their support site via: https://www.dropbox.com/help
    22. Can I use SeeSnake HQ with the Apple iPad or an Android tablet?

      SeeSnake HQ runs on Windows-based platforms only. We are always developing new and improved products and software, so check back regularly to see what is available. 

      iOS and Android have Dropbox apps which can be used in conjunction with the Dropbox functionality described above.
    23. Training Videos

      Training videos on YouTube for SeeSnake HQ are located at the links below:

    SeeSnake HQ Reporting Questions
    1. Why does the text and layout of the report looks different on paper than on my HQ screen?

      To make sure your report looks the same when printed:

      • Export your report to your computer by pressing the export button.
      • Name your report in the file name field
      • Save report as a PDF file (not a webpage)
      • Open the report with Free Adobe Reader. It's a free download here: http://get2.adobe.com/reader/

      • Print your job from Adobe Reader.
    2. How can I email reports to my customer from the field so I don't have to go back to the office?

      Using the SeeSnake HQ software, you can easily email your report with any web-enabled computer. To do this:

      1. Navigate to the Reports tab then choose the Email button on the right side.
      2. You may have to configure your email settings by going to Tools > Settings > Email Setup.

      NOTE: This will send an email with pictures and text only in PDF format. If you wish to send a report via email that also includes video, follow the instructions below:


      To email HQ job reports including video,  the videos must be short in duration to keep the file size low. Most email services limit file sizes to under 25MB and HQ videos are typically larger than that. If your videos are long, please deliver reports via USB thumb drive, DVD, or upload to Ridgid Connect.

      Steps for Emailing HTML Job Reports with video and pictures:

      1.) In the 'Reports' tab, select the 'Export' option on the right side of the window. It will prompt you to select a location. To make this easy, just choose your desktop.

      2.) You'll have two items on your desktop: an HTML report and an Inspection Files folder containing the associated media.

      3.) In order to email this to your customer, you'll need to zip those two items together by selecting both (CTRL-click each), right-clicking, and choosing 'Send To' > 'Compressed Folder.'

      4.) After that, you can attach the zipped folder to an email and send it. This WILL NOT work otherwise, as the report is almost certainly too big to send if not zipped. *Do not attempt to rename the files or folders at any point!

      5.) At this point, the customer only needs to download the attachment, right-click, and select 'Unzip.' They will NEED to keep both the report and the folder in the same location in order to view the report successfully. NOTE: If this is a computer on a network with mapped drives or desktop, they have to store the job files locally. Also, they may have to change their browser security settings to view active content or media.

      6.) Once they have unzipped the folder, they can open the HTML report and view it in any Flash-enabled browser.

    3. My customer is unable to view my report! What do I do?

      If your customer is unable to view your report:

      1. Ensure that the report was properly saved by opening up SeeSnake HQ and navigating to the Reports tab. If the report looks good, try to re-distribute the report to your customer.
      2. If they are still having problems, try distributing the report with a different method (email, print or DVD).
      3. If you continue to have problems getting your report to your customer, contact SeeSnake HQ support by clicking Help within the program.

    4. How do I insert my company's promotional video into a report?

      Adding media, whether videos or photos can accomplished simply by dragging and dropping the file from your computer or flash drive right into the SeeSnake HQ report you've created.
    5. I left a thumb drive with my customer but they say it is empty. What should I do now?

      Before distributing thumb drives to customers, always be sure to check that they are properly formatted and ready to manage files.

      1. If the customer is using a different Operating System (such as Macintosh OS X or Linux), certain drives or file formats may not be compatible.
      2. If the customer cannot see any files, try cleaning up the drive then reloading the report/media onto it.
      3. If they still do not see it, then consider an alternative distribution method or contact SeeSnake HQ customer support using the Help menu.

    6. Why won't my report print?

      1. If your report will not print, there could be a connection problem. Ensure that the printer you are connected to is plugged in and powered on. If the printer is a network printer, be sure to check the network status to verify your connection.
      2. The printer might also be out of ink or paper.
      3. When printing, the print dialog box will give you a chance to select your printer. If the printer you want to print from is NOT set as your default, then ensure that you are selecting the correct printer from the available options.

    7. I only have a CD burner, do I need a DVD burner to create disks for DVD players?

      Most DVD player are backwards compatible and will play CDs in addition to DVDs. Be sure to check the specs for your DVD player to ensure compatibility. If the player will play CDs, then you can use your CD burner to create CDs and view them on the DVD player.

      *Note - CD-RW recorders are generally more compatible than CD-R recorders and can read and write both CD-RW and CD-R disks.

    8. If I choose the DVD format, can I write to a CD-R disk instead of a DVD-R?

      Generally, yes. Burning DVD formatted media onto a CD creates a cDVD, which many players are compatible with. Be aware, however, that cDVDs still have the size limitations (700MB) of standard CDs and the video will be compressed more than on a DVD. As a result, video quality will vary.
    9. How do I put my report onto a flash/thumb/USB drive?

      1. To export a report onto a flash/thumb/USB drive, simply navigate to the Reports tab in SeeSnake HQ.
      2. You can choose to export your report onto a drive by clicking the thumb drive icon on the right side.
      3. This will prompt you to select your drive. Select your desired drive and click Save to place your report onto that drive.

    10. Can I put more than one/multiple jobs onto a single flash/thumb/USB drive?

      Yes. You are restricted only by the amount of space available on the drive itself. Be aware that longer videos take up greater amounts of space.
    11. Is there a website I can upload my report to so my customer can view it online?

      SeeSnake HQ is designed to integrate with Ridgid Connect. You must have an account with Ridgid Connect to utilize this service.

    12. I don't want to send my customer a whole report, just a single video or picture. How can I do this?

      You can choose to either email your customer photo(s) or you can drag the media out of SeeSnake HQ itself and onto a flash drive. If you would like to share a single video you can upload it to RIDGIDConnect by right-clicking on the desired media and selecting Send To.
    13. The sound is not audible when playing the disk in a DVD player. How do I fix that?

      There could be multiple reasons for a lack of sound:
      1. The first is that the recording device is either not working or has very low volume.
      2. If using the LT1000 built-in microphone, ensure that it is powered on by checking for the amber LCD adjacent to the microphone button on the unit. Additionally, SeeSnake HQ colors the microphone icon an orange hue if the device is active.
      3. If the microphone (or alternate recording hardware) is on and functional, the DVD burning process could have produced an incomplete disc. If you have the time and an additional disc, try to burn another copy.
      4. The final reason is that the DVD player itself might not be playing audio, either because the connection isn't active or the internal components are damaged. Ensure that you check playback hardware to verify that it works correctly.
      5. If you continue to experience audio playback issues, please contact Customer Support using Help > Send Bug Report in SeeSnake HQ.

    14. I have a short commercial for my business (.MOV, MPEG, .AVI etc), can I include it in my report?

      Yes you can. To include your own video in a report, simply copy the desired media into SeeSnake HQ by dragging and dropping it into the Report tab screen.
    15. Can I add a video message to my report with a web cam? How do I do that?

      Yes, you can add video from your web-cam to any report you create. To do so:
      1. Select your web-cam from the drop-down list of available devices under the SeeSnake Live window at the top left of the screen.
      2. Make sure that your computer has the latest drivers installed for your web-cam hardware to ensure compatibility and functionality within SeeSnake HQ.

    16. How do I add my company logo to the Reports?

      There are two different ways to add your company logo to a report:
      1. When working within the Reports tab, simply click the logo at the top-left of the report and SeeSnake HQ will provide you a window to browse for your logo image.
      2. Alternatively, you can navigate to Tools > Settings > Report Settings and change your logo there.

    17. I've tried exporting my report to a thumb drive but all I see is an HTML report file and a folder with it. What is this?

      The 'Export' option in SeeSnake HQ is designed to create a web browser compatible, HTML multimedia report. This report is specifically meant to be viewed in a flash-enabled browser (for Firefox, you may have to install a Windows Media Player plugin) and includes both photos and viewable videos.

      In order for this report to function correctly, you MUST keep both the 'InspectionReport.html' file AND the 'InspectionReport_files' folder in the same location. DO NOT RENAME THESE FILES.

      Assuming they are in the same location, simply opening up the 'InspectionReport.html' file in any flash-enabled browser should result in a viewable multimedia report.
    SeeSnake HQ Job Questions
    1. What is a Job?

      Jobs are containers for all the information related to an inspection including (amongst others) video and still image data along with location/customer information and text notes. Jobs provide the data necessary to make a Report.

      Jobs are automatically assembled from photos and video clips taken from SeeSnake pipe inspection equipment such as the LT-1000.

    2. What is a Job report? What does it contain? What is the advantage of using a report?

      A Job Report is the output of a Job. It is a summary of Job information that may be useful for distribution. There are three types of Report in SeeSnake HQ -  Standard, DVD, and Upload:

      1. The Standard report allows you to add videos and still images from a Job and distribute the report via email, print, or export (to removable drive). This type of report either encapsulates content as a PDF document, or it develops a web page to assist in the viewing of the Job content. (Video is only useful via the Export delivery method, which creates a web page).
      2. A DVD report collects the Job information and converts it to a format designed to be compatible with consumer DVD players. This capability is useful for creating archive videos for personal use.
      3. The Upload type report formats the Job information for upload to Ridgid Connect and facilitates the transfer of the Job information. You will need an account on the Ridgid Connect website to use this feature.

    3. How can I edit a Job Report?

      On the Report screen, click on any information you wish to change. Notes may also be added next to the images or videos in the report by clicking in the empty space to the right of the media item.
    4. How can I delete an old Job? How can I archive an old Job? What is the difference?

      • Move the Job into the Job Recycle bin on the Home screen.
      •  From here you may choose to select and individually delete a Job, or to empty the entire recycle bin, which will delete ALL Jobs within. 
      • Archiving is different from deleting or recycling because it allows you to save old Jobs for future reference. Archiving is intended to allow the user to have access to old Jobs without cluttering their current Job work space.
    5. How can I review a video on the screen after I am finished recording?

      Once you have finished recording video, you can review it by selecting the video from the Media bar on the left. Doing so will bring you to the Edit tab where you may replay the video or make adjustments to the clip.
    6. How can I add text after I have closed a Job?

      To add text to media after you have closed a Job, simply re-open the job by navigating to the Home screen and double-clicking on the desired Job:
      1. Once you have the Job open, select the media you would like to add text to.
      2. At the bottom of the edit screen, there will be two boxes labeled Image Note and Private Note. These allow comments or text to be added to the media.
      3. Alternatively, you may make comments or notes to media by going to the Report tab and entering text into the blank area to the right of the desired media.

    7. Can I take still images?

      Yes. To take a still image, simply click on the camera icon located on the right side of the SeeSnake Live window. This will grab a snapshot of whatever image is currently on the screen.
    8. How can I print still images for my customer to see?

      From the Report tab, click on the printer icon. The printer dialog box will open and you can print out the images you have captured from there.
    9. How can I email jobs with video and pictures?

      To email HQ job reports including video,  the videos must be short in duration to keep the file size low. Most email services limit file sizes to under 25MB and HQ videos are typically larger than that. If your videos are long, please deliver reports via USB thumb drive, DVD, or upload to Ridgid Connect.

      Steps for Emailing HTML Job Reports with video and pictures

      1.) Verify you have internet access and In the 'Reports' tab, select the 'Export' option on the right side of the window. It will prompt you to select a location. To make this easy, just choose your desktop.

      2.) You'll have two items on your desktop: an HTML report and an Inspection Files folder containing the associated media.

      3.) In order to email this to your customer, you'll need to zip those two items together by selecting both (CTRL-click each), right-clicking, and choosing 'Send To' > 'Compressed Folder.'

      4.) After that, you can attach the zipped folder to an email and send it. This WILL NOT work otherwise, as the report is almost certainly too big to send if not zipped. *Do not attempt to rename the files or folders at any point!

      5.) At this point, the customer only needs to download the attachment, right-click, and select 'Unzip.' They will NEED to keep both the report and the folder in the same location in order to view the report successfully. NOTE: If this is a computer on a network with mapped drives or desktop, they have to store the job files locally. Also, they may have to change their browser security settings to view active content and video.

      6.) Once they have unzipped the folder, they can open the HTML report and view it in any Flash-enabled browser. 

    10. How can I email jobs containing just still photos and text? (No Video)

      From the Report tab, click on the email icon. In order to utilize the email functionality in HQ, you must first set up your email account through HQ.

      1. Verify you have internet access and in HQ Click on Tools > Settings > Email Setup.
      2. Input the necessary information to get your email account setup.
      3. Send HQ reports via email by clicking on the email icon in the Report tab.
      4. This will send an email with pictures and text only in PDF format.
    11. DVD or Job Exporting Issues

      Typically when there is a DVD or Job Exporting problem it caused by one or more of the following:

      1. A hardware issue with the DVD burner on your computer.  We recommend installing SeeSnake HQ on a different computer and try to burn a job onto a DVD to determine if it is a DVD burner hardware issue.

      2. A media issue. Confirm that you are using compatible blank DVD's for your DVD burner. Also USB Thumb drives can malfunction over time, so reformat and replace them at regular intervals.

      3. A file issue. Confirm that your job or video files are not too large for the DVD disc's capacity. In addition, make sure proper shutdown procedures are used on your equipment so all media is saved correctly.

      4. A virus scanner, different DVD burning software, or other resource intensive application is running at the same time as SeeSnake HQ. Please temporarily shut down any of these programs the next time you try to burn a DVD in SeeSnake HQ.

      5. Certain AMD Vision Computer Processors cause issues with video transcoding. We recommend computers equipped with Intel processors.

      • If you wish to use a different program to copy your job reports and videos (in MP4 or AVI format) with, the jobs are kept in this directory by default: C:\ProgramData\SeeSnake\SeeSnakeHQ\Jobs - That folder may be hidden, so you might have to make it visible within Microsoft Windows.

      • You can also export jobs to a USB thumb drive instead of a DVD. This can be plugged into any computer and the report can be viewed as a webpage based report, including videos and pictures.

      • Another option is to simply drag and drop (Or copy and paste) the videos and pictures in HQ from the left hand column of an open job to your windows desktop or other location on your computer so that you may burn them to disk using other software or put them on a USB thumb drive. Also, you may have created a different job space in HQ and relocated these job files from the default location.The reports are in HTML format and the videos are usually im MP4 orAVI format. 
    SeeSnake HQ General Questions
    1. What is HQ compatible with?

      Due to the image and video processing nature of SeeSnake HQ, these system requirements are designed to allow the user uninterrupted and seamless usability of the SeeSnake HQ software.

      System Requirements:

      • Windows 7, Windows 8, Windows 8.1
      • Intel Corei5® or AMD equivalent 1.84 GHz or higher (2.4 GHz recommended)
      • 2 GB system memory or higher (4 GB recommended)
      • DirectX 9/10/11 compatible graphics integrated/dedicated with 256MB or higher (512 MB dedicated graphics card recommended)
      • DirectX 9 or higher compatible sound card
      • 30 GB of disk space
      • 1 USB 2.0 port (USB 3.0 Optional)
      • Screen resolution of 1024×768 or higher (1280×800 recommended)

      Optional:

      • DVD burner for creating DVD reports
      • Internet connection for emailing reports, uploading reports to Ridgid Connect, and downloading software updates.
    2. I updated HQ and it looks different. What are it's new features?

      Please see our Online HQ Manual here: http://hq.ridgid.com/viewArticle?id=26

    3. Is SeeSnakeHQ available in language(s) other than English?


      SeeSnake HQ is currently available in the following languages:

      • English - US
      • German
      • Spanish
      • French
      • Italian
      • Dutch
      • Japanese
      • Portuguese
      • Brazilian Portuguese

       

    4. How do I create a backup for my files/data?

      The best way to backup your files/data is to physically move the files onto a drive or server for safekeeping. To do this:

      1. Navigate to (Windows 7/Vista) Local Disk (C:) > ProgramData > SeeSnake > SeeSnakeHQ OR (Windows XP) Local Disk (C:) > Documents and Settings > All Users > Application Data > SeeSnake > SeeSnakeHQ.
      2. This folder is where the various Jobs and Media files, including Archived files, are stored. From here, copy the desired data onto your drive or server to create a backup.
      3. * The ProgramData folder may be hidden in your browser. To change your Windows settings, try the advice from Windows help: http://windows.microsoft.com/en-US/windows7/Change-folder-options

    5. Where does SeeSnakeHQ store its data files?

      SeeSnake HQ stores its data files in the following locations:


      Windows 7/8/Vista:

      •  Local Disk (C:) > ProgramData > SeeSnake > SeeSnakeHQ

      Windows XP:

      • Local Disk (C:) > Documents and Settings > All Users > Application Data > SeeSnake > SeeSnakeHQ.
    6. Do I need a dedicated server to run/work with SeeSnakeHQ?

      No. SeeSnake HQ can run locally off of your computer. If you wish to distribute your reports via email or by uploading to Ridgid Connect, then you must have an active internet connection.
    7. What does it mean to archive a job? How is archiving useful?

      Archiving a Job means to store it safely for future use or reference. In SeeSnake HQ, you can archive your files in the Job Archive folder on the left side of the Home screen. To do so:

      1. Drag the desired Job from the Jobs folder to the Job Archive folder.
      2. Storing Jobs here allows you to separate current and older Jobs, making it easier for you to find and access specific Jobs you have previously completed.

    8. How do I manage the files in the system?

      Managing files in the system works very similarly to managing data in the Windows environment. In SeeSnake HQ:

      1. Click on the File System bar on the left side of the Home screen.
      2. From here, you will see a familiar drop-down that will display the various drives and folders available to you. This allows you to maintain your files on-the-fly and to access flash or backup drives easily.

    9. How do I rename a Job?

      There are two ways to rename a Job:

      1. If on the Home screen, simply right-click the desired Job and select Rename.
      2. If you are already working within the Job, click on the Job Data box in the media selector. Replace the Name field in the Job Information box.

    10. Does renaming a Job also rename the actual file associated with it?

      No, it does not. Renaming a Job within HQ provides an easier way to organize and manage your data. The raw files, however, are labeled by date and time and remain as such, even if you rename the Job.
    11. How can I sort/organize my Jobs?

      • You can organize/sort your Jobs by clicking on a column header, e.g. Date and Start Time, in the Home screen.
      • This allows you to sort your Jobs by that information type. 
      • Clicking the header will switch between ascending and descending sorting orders. 
      • To edit the available column headers, right-click the headers area and select Show/Hide Column Headers.
    12. How do I copy my Jobs/files to a computer or other storage memory device?

      1. From the SeeSnake HQ Home screen, click on the File Systems header on the left side of the screen. The drop-down will display the various drives and folders available to you.
      2. To move a Job to your storage device, ensure that your device is plugged-in and recognized, then simply drag the desired Job into the drive.
      3. On the storage drive, the copied Job will appear as a folder, labeled with the appropriate Job date.
    13. How do I know when updates are available for SeeSnake HQ?

      SeeSnake HQ will check for updates automatically and let you know if there are any new updates to install. If you would like to check for updates manually, go to the Home screen, then click Help > Check for Update.
    14. How do I save a customer as a contact in my contact database?

      When using SeeSnake HQ, any customer information you input automatically gets saved into your contacts list. To access this information:

      1. Go to Tools > Contacts. Here, you can see the various Customers you have saved and their corresponding information.
      2. You can also add new Contacts, delete Contacts and edit the information for your Contacts at this screen.

    15. How do I access and apply a past customer's information to a new Job?

      • Navigate to the Contacts settings pane.
      • Access the list of all current and past customers. 
      • If the customer has been saved as a Contact, by simply typing the first letter of the customer into the appropriate field, HQ will automatically provide a list of matched contacts from you to choose from.
      • Select the desired contact and the rest of the information for that contact will automatically be populated.
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