Something Not Working?
It comes straight to me, the person who wrote the software. Before you write, the four fixes below take care of most of what comes in.
Try These First
The Program Cannot See My Microscope
Close anything else that might be using it, because Windows hands a camera to one program at a time - a video call left running in a browser tab is the usual culprit. Then check Windows Settings, Privacy, Camera, and confirm desktop apps are allowed to use it. The program has a requirements check built in that reports what it can actually see.
A Tool Says There Is No Image
Tools work on either a live camera or a photograph on the bench. Open a coin from your collection, or select a photograph in the strip under the live view, then run the tool again.
My Grade Looks Far Too Low
Check the strike sharpness figure. A soft photograph depresses the relief measurement and drags the grade down with it, which is why the program warns you below a threshold. Refocus and run it again before believing the number.
Nothing Is Detected on a Coin I Can Plainly See Is Doubled
Frame a single letter or digit tightly rather than the whole coin. Detection is blind below about six pixels of separation, so magnification decides it. Avoid a crop dominated by the rim, because concentric arcs at constant spacing look locally like a second image.
More Answers in the FAQ Hardware Guide
Open a Ticket
Sign in to raise a ticket. Ticketing is for customers, so that it stays answerable by one person. Your tickets then sit in your account with your licenses and downloads.
Not a customer, or still on the trial? The contact form reaches me just the same.
What to Tell Me
Three things turn a slow back-and-forth into one reply: what you did, what you expected, and what happened instead. If a tool gave a result that looks off, tell me which tool and which coin, and attach the photo if you can. A description of a coin is no substitute for the coin.
Support covers the software. For grading, attribution, authentication or what a coin is worth, a grading service is your friend.
