Slightly off topic but what follows shows how lucky the OP was to get any support from the cameras OEM.
Case1.
I bought an AMBER Radiance 1 camera a while back. The company changed owners a couple or three times over the years. Raytheon put me onto L-3 for support so I asked L-3 whether any documentation was still held by them for the camera.
The response from L-3 ? ....... Nothing, Nada, not even a "sorry can't help"
Case 2.
I bought some compact industrial thermal cameras recently and, like the L-Wave, they are completely remote controlled. I contacted the OEM a few days ago asking for any information that they could share with me. Specifically, the user manual, connector pin-out and any control software (RS232)
The initial response was sort of promising..... i.e. they responded ! That is a start
I was asked for serial numbers, previous owner details etc and that is to be expected. I provided such as the cameras are totally legitimate.
Today I received another response. Apparently the pin-out for the connector appears in the "Enhanced Information" package that comes with the SDK. I was asked if the original seller has purchased said SDK. If I cannot prove the purchase of such, or buy the SDK myself, they will not not provide me with any information !
Wow! That is customer service for you. Basically, if you have not spent $10K on the SDK we will not even supply a copy of the user manual or connector pin-out.
I should state that the OEM is a European company. Unhelpful but at least they responded to my RFI.
I am now on my own but what the companies CS rep did not know is that I have some suitable software already. I also found the user manual for the camera series on the internet. It took some time but was worth the effort. Just the pin-out to reverse engineer. It will not be difficult to do as the connections are only power-in, video out, S-Video, simple RS232 and Firewire. Not too challenging
The software is already running fine in 'no camera present' mode so only the power and data cables needed now.
So be warned, the companies that built these thermal cameras can be unhelpful, or even outright mercinary when it comes to providing even the most basic support. This is not unusual in industry though. They have to pay the support staff salaries after all.
The OP got lucky, very Lucky !
Fraser