Ensure you are using the original data-sync cable. Charging-only cables will not transfer thermal data.
Who is the specific listed on your camera's label?
IIT LC-AD11 thermal imaging camera for PCB repair - Multi-COM
IIT LC-AD11 thermal imaging camera for PCB repair - Multi-COM
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Viewing the board in real-time, displaying precise temperatures.
If the software does not recognize the camera or fails to load, consider these tips: