If you're having trouble connecting your GemCam to your computer, there may be several causes. Please follow the steps below to resolve the issue.
If your GemCam is not connecting, start by checking the USB-C cable and port, confirming the power indicator light is on, and making sure you are using the supplied cable. You should update your GemIQ application.
Have the USB-C cable that came in the box with your GemCam.
Know whether you are using a Mac or a Windows computer.
Confirm the GemCam is powered on — there should be a green indicator light at the back of the device.
Ensure the USB-C cable is firmly connected to both the GemCam and your computer
Unplug and reconnect the cable to rule out a loose connection
Confirm the USB-C port on your computer is working properly
Try a different USB-C port if available
Press the power button on the GemCam to turn it on
Look for the green indicator light at the back of the device, which confirms it is powered on and ready
Use only the cable provided in the box
Some third-party cables support charging only and not data transfer
Go to GemIQ and use the Help button on the top left
Click on Troubleshooting > Clear Cache
This will relaunch GemIQ and clear any cached activity
Restart your computer fully
Reconnect the GemCam after reboot and check if it is detected
Open the App Store or Windows Store and search for GemIQ
Install any available updates
Enable automatic updates in App Store settings if needed
Restart the app and reconnect the GemCam
Open Google Chrome and ensure it is updated
Clear browser cache in settings under privacy and security
Refresh the page
Reconnect the GemCam
Open Google Chrome.
Go to Settings > Privacy and Security > Site Settings > Camera.
Make sure the website is allowed to access the camera.
If access is blocked, change the setting to Allow.
The GemCam is recognized by your computer or browser.
If the green indicator light is not lit, the GemCam may not be receiving power, try a different USB-C cable or port.
Try connecting the GemCam to a different computer to determine whether the issue is with the device or your setup.
If the problem persists, contact GemIQ Support with the details listed below.
Using a third-party USB-C cable that only supports charging, not data transfer.
Forgetting to press the power button on the GemCam before connecting.
Camera access blocked in Chrome browser settings — this is a common cause of connection failure on Windows.
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