Common issues & resolution steps
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      Basic troubleshooting steps for most common issues

      This article covers a step-by-step approach to help you fix most issues related to your haptic seat.

      Before you start

      Please make sure to read the information presented in the documentation:

      If you are using a HEMC:

      		 HEMC documentation

      If you are using a HaptiSync Hub:

      		 HaptiSync Hub documentation

      If you own a D-BOX VIBE chair:

      d-box_vibe

      		 D-BOX VIBE documentation

      Troubleshooting steps 

      Step 1:

      Make sure you system is well connected and powered. 

      To access your connection scheme, open this link in a new window:
      Step 2:

      Check your communication cables for any signs of pinch or damage.

      Make sure you are using CAT5E shielded cable for the connection.
      Step 3:

      Check your electrical connection.

      Try connecting each seat to an independent electrical circuit.

      Avoid GFCI/RCD circuits.
      Step 4:

      Check for a valid subscription and pairing. 

      To access these steps, open this link in a new window:
      Step 5:

      In the HaptiSync App, check if the haptic code library shows up.

      If the library does not show, please open this link in a new window and follow the troubleshooting steps:
      Step 6:

      Troubleshoot the audio going in your motion controller.

      To access these steps, open this link in a new window:

      Step 7:

      In the HaptiSync app, try switching the HaptiSync Mode to Adaptive Audio and then switch back to D-BOX Coded Video.

      Step  8

      Reboot your controller (HEMC or HaptiSync Hub):

      • Press the power button to power off your device
      • Disconnect the power cable from the device
      • Wait 5 seconds
      • Reconnect the power cable
      • Press the power button 
        Step 9:

        Reboot your haptic seat

        • Disconnect the power cables from all your seats
        • Wait 10 seconds
        • Reconnect the power cables
        Step 10:

        Once the system is turned on, check for LED status. LED status will be different depending on your product generation. To check LED status, open the adequate link in a new window:
        Step 11:

        Make sure the content you are watching is coded by D-BOX.

        Find the complete list here!
        Step 12:

        Maximize the recognition process by adjusting the tolerance: