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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 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: