Unable to optain a live image

A customer using Image-Pro Premier ver. 2  with Win 10 - 64 bit  and Leica  MC170HD camera which is installed with  Las Ez 3.4.0 as instructed (https://www.mediacy.com/support/hardware?p=p3&v=p_p_v_12&o=p_os_9&m=6  is unable to obtain a live image ( see attached "SnipImage.JPG).  Could you please let me know how this issue can be solved.