Troubleshooting Guide
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Last updated
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When powered on in Standby and connected via USB-C, the camera should mount as an external storage drive with the name "EMBER A000" or similar. The recorded clips are in the root directory of this drive.
Reverse polarity protection of the camera's power input is not effective when the camera is connected to a USB host. To avoid potential damage, do not plug or unplug the camera power connector while USB is connected. Always double-check the polarity of D-Tap connectors before plugging them in.
If the drive doesn't mount when USB is connected, try the following troubleshooting steps:
If CODEX Device Manager is also installed on macOS, make sure the is v2.2.50 or newer. Older camera firmware is not compatible with the CODEX System Extensions.
Unplug and reconnect the USB cable.
Try a different USB port on the host or USB dock.
Try a different USB cable. Make sure the cable is rated for at least 5Gbps.
Unplug the USB cable, power cycle the camera, then reconnect.
Unplug the USB cable, power cycle the host, then reconnect.
Confirm that the USB connection is indicated properly on the camera's HDMI on-screen display. In FW v2.x.x, look for "USB 3.0" in the bottom status bar. In FW v1.x.x., look for "USB3" in a pop-up. If this indication isn't present, or if "USB 2.0" is indicated instead, there may be a problem with the cable or the camera's USB-C port.
For further guidance, contact and provide the following information:
Camera type (S5K, S2.5K) and serial number.
Camera firmware version.
Camera SSD size (4TB or 2.56TB) and condition (e.g. empty, half-full, full).
Host details (e.g. MacBook Pro 14", M1, macOS Sonoma 14.5). If you tried multiple hosts, let us know which worked and which didn't.
If on macOS, a screenshot of the USB panel in System Information, with the Ember camera selected to show its details if it's present in the list of USB devices.
Which of the above steps you tried and if they worked or changed the behavior at all.