k-Space Associates, Inc.

Support

We take pride in giving our customers excellent technical support: no queues, no hassles – just a friendly, knowledgeable person on the line. We realize that the best products are developed with the customer’s input, so we’re good listeners. From general information to help installing software upgrades, to technical support on any of our products, we look forward to helping you solve your thin-film characterization and surface science needs.

k-Space engineers are available to assist you, free of charge, during normal business hours:  8:30am – 5:30pm EST, Monday through Friday. Please feel welcome to:

Known Solutions

Video Problem with Firewire Cameras running Google Chrome (1/15)

Solution: When Google Chrome is launched during video acquisition through the kSA software, the firewire camera’s video will become corrupt and will not display correctly. The cameras affected are k30FW and IMB-3145FT. This problem can be corrected by unregistering a file within the camera’s device driver folder. Click here for step by step instructions.

AVT Camera Timeout Error (2/14)

Solution: In 2013 kSA began supporting the AVT line of cameras for our kSA 400, kSA MOS, and kSA ICE products. We have identified a camera timeout error that can inadvertently occur during acquisition. If you experience this problem (would only occur on systems shipped in the 2nd half of 2013), please contact us for a software upgrade to alleviate this problem.

Upgrading Your Operating System? (10/09)

Solution: Please contact technical support if you are planning to upgrade your computer operating system. Specific data and system parameters need to be properly saved before any operating system changes are made to ensure that your kSA system will continue to function correctly. Please be advised that you could lose important system information if the correct data is not saved.

Exporting to *.tiff or *.png (4/10)

Solution: If you are experiencing problems exporting *.tiff or *.png image and chart files, download tiff_png_export.zip found on our FTP site. Once you have downloaded the file, unzip it to the following directory: C:Program fileskSA_____Program, where _____ is the kSA product.

ImiTech Camera Open Live Video Error (1/10)

Solution: When opening the live video window for Imi-Tech IMB cameras the following pop up window error appears:

Imi-Tech IMB

Please follow the steps below and if you have any problems, please contact technical support and we would be happy to step through the process with you.

  1. Please download ImCam_Install_4.0.2.1.exe.
  2. Go to Control Panel select Add or Remove Programs.
  3. Select ImCam install and press remove button.
  4. After ImCam uninstall has completed, go to MyComputer and right click “Manage”, and the following dialog will display:
    MyComputer
  5. On left panel under Computer Management, select “Device Manager.” On right panel select Imaging devices and then IMI-Tech 1394 Digital Camera.
  6. Right click on IMI-Tech 1394 Digital Camera and select “Uninstall.”
  7. After IMI-Tech 1394 Digital Camera driver has uninstalled run ImCam_Install_4.0.2.1.exe to install new ImCam software.
  8. After ImCam_Install_4.0.2.1 install completes, in Device Manager on right panel right click on Computer and select “Scan for hardware changes”.
  9. Found New Hardware Wizard will startup.
  10. The following dialog will display:
    New Wizard Found
  11. Select No, not this time. and press Next button.
  12. The following dialog will display:
    Install Software
  13. Select Install the software automatically (recommended), and press Next button.
  14. The following two dialogs will display:
    Wait Wil software installsHardware Installation
  15. Press Continue Anyway button
  16. The following dialog will display:
    Completing Wizard
  17. Press Finish button.
  18. Reboot computer.

BandiT Cal Files

Download the latest BandiT Calibration files

The kSA BandiT system relies on calibration files to compensate for substrates of different material composition, thickness, polish, dopant level, and manufacturer. You can ensure that you have the most up-to-date calibration files on your system by downloading the files from this page on a regular basis.

We recommend the following procedure for updating your existing calibration files:

  1. The downloadable calibration files are provided as a service to our existing kSA BandiT customers only, and are password-protected. If you are an existing kSA BandiT customer, please contact us at requestinfo@k-space.com for a username and password. 

    Download the latest BandiT Calibration files

  2. Locate the existing kSA BandiT Calibration folder – the default location is:  C:Program Files (x86)kSA/kSA BandiTPROGRAM/Calibration
  3. Rename this folder “Calibration-Backup”
  4. Extract the contents of the “Calibration.zip” folder and copy to a new “Calibration” folder in: C:Program Files (x86)/kSA/kSA BandiTPROGRAM
  5. Restart the kSA BandiT application. The new calibration files should now appear in the substrate material selection dialog.

Known Solutions

Upgrading Your Operating System?   (10/09)

Solution: Please contact technical support if you are planning to upgrade your computer operating system. Specific data and system parameters need to be properly saved before any operating system changes are made to ensure that your kSA system will continue to function correctly. Please be advised that you could lose important system information if the correct data is not saved.

Exporting to *.tiff or *.png   (4/10)

Solution: If you are experiencing problems exporting *.tiff or *.png image and chart files, download tiff_png_export.zip found on our FTP site. Once you have downloaded the file, unzip it to the following directory:
C:Program fileskSA_____Program, where _____ is the kSA product.

Known Solutions

Video Problem with Firewire Cameras running Google Chrome   (1/15)

Solution: When Google Chrome is launched during video acquisition through the kSA software, the firewire camera’s video will become corrupt and will not display correctly.  The cameras affected are k30FW and IMB-3145FT. This problem can be corrected by unregistering a file within the cameras device driver folder.  Click here for step by step instructions.

AVT Camera Timeout Error   (2/14)

Solution: In 2013 kSA began supporting the AVT line of cameras for our kSA 400, kSA MOS, and kSA ICE products. We have identified a camera timeout error that can inadvertently occur during acquisition. If you experience this problem (would only occur on systems shipped in the 2nd half of 2013), please contact us for a software upgrade to alleviate this problem.

Upgrading Your Operating System?   (10/09)

Solution: Please contact technical support if you are planning to upgrade your computer operating system. Specific data and system parameters need to be properly saved before any operating system changes are made to ensure that your kSA system will continue to function correctly. Please be advised that you could lose important system information if the correct data is not saved.

Exporting to *.tiff or *.png   (4/10)

Solution: If you are experiencing problems exporting *.tiff or *.png image and chart files, download tiff_png_export.zip found on our FTP site. Once you have downloaded the file, unzip it to the following directory:
C:Program fileskSA_____Program
where _____ is the kSA product.

ImiTech Camera Open Live Video Error   (1/10)

Solution:

When opening the live video window for Imi-Tech IMB cameras the following pop up window error appears:
Imi-Tech IMB

Please follow the steps below and if you have any problems, pleasecontact technical support and we would be happy to step through the process with you.

  1. Please download ImCam_Install_4.0.2.1.exe.
  2. Go to Control Panel select Add or Remove Programs.
  3. Select ImCam install and press remove button.
  4. After ImCam uninstall has completed, go to MyComputer and right click “Manage”, and the following dialog will display:MyComputer
  5. On left panel under Computer Management, select “Device Manager.” On right panel select Imaging devices and then IMI-Tech 1394 Digital Camera.
  6. Right click on IMI-Tech 1394 Digital Camera and select “Uninstall.”
  7. After IMI-Tech 1394 Digital Camera driver has uninstalled run ImCam_Install_4.0.2.1.exe to install new ImCam software.
  8. After ImCam_Install_4.0.2.1 install completes, in Device Manager on right panel right click on Computer and select “Scan for hardware changes”.
  9. Found New Hardware Wizard will startup.
    New Wizard Found
  10. The following dialog will display:
  11. Select No, not this time. and press Next button.
    Install Software
  12. The following dialog will display:
  13. Select Install the software automatically (recommended), and press Next button.
  14. The following two dialogs will display:
  15. Press Continue Anyway button.
  16. The following dialog will display:
    Hardware Installation
  17. Press Finish button.
  18. Reboot computer.

Please contact us at requestinfo@k-space.com for help with any kSA MOS UltraScan or ThermalScan technical support questions.

Known Solutions

ImiTech Camera Open Live Video Error   (1/10)

Solution:

When opening the live video window for Imi-Tech IMB cameras the following pop up window error appears:
Imi-Tech IMB
Please follow the steps below and if you have any problems, please contact technical support and we would be happy to step through the process with you.

  1. Please download ImCam_Install_4.0.2.1.exe.
  2. Go to Control Panel select Add or Remove Programs.
  3. Select ImCam install and press remove button.
  4. After ImCam uninstall has completed, go to MyComputer and right click “Manage”, and the following dialog will display:MyComputer
  5. On left panel under Computer Management, select “Device Manager.” On right panel select Imaging devices and then IMI-Tech 1394 Digital Camera.
  6. Right click on IMI-Tech 1394 Digital Camera and select “Uninstall.”
  7. After IMI-Tech 1394 Digital Camera driver has uninstalled run ImCam_Install_4.0.2.1.exe to install new ImCam software.
  8. After ImCam_Install_4.0.2.1 install completes, in Device Manager on right panel right click on Computer and select “Scan for hardware changes”.
  9. Found New Hardware Wizard will startup.
  10. The following dialog will display:
    New Wizard Found
  11. Select No, not this time. and press Next button.
  12. The following dialog will display:
  13. Select Install the software automatically (recommended), and press Next button.
  14. The following two dialogs will display:
  15. Press Continue Anyway button.
  16. The following dialog will display:
  17. Press Finish button.
  18. Reboot computer.

Known Solutions

Upgrading Your Operating System?   (10/09)

Solution: Please contact technical support if you are planning to upgrade your computer operating system. Specific data and system parameters need to be properly saved before any operating system changes are made to ensure that your kSA system will continue to function correctly. Please be advised that you could lose important system information if the correct data is not saved.

Exporting to *.tiff or *.png   (4/10)

Solution: If you are experiencing problems exporting *.tiff or *.png image and chart files, download tiff_png_export.zip found on our FTP site. Once you have downloaded the file, unzip it to the following directory:
C:Program fileskSA_____Program
where _____ is the kSA product.