Basic troubleshooting steps for haptic systems

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

Step 1:

Reset all the global settings in Control Panel. Use the rounded arrows to set them back to default.


Step 2: 

Reset the specific motion code settings for the game you are playing.

From the Game Center, right click on the game line and choose Motion Code settings. In the new window, you will find the Global Settings and the Motion Profile Editor. Please reset all the settings.

Step 3: 

Verify that the Haptic System, KCU-1P (if using one) and computer are powered on. If using a KCU, check the KCU LED Status and perform corrective actions if needed.

Step 4:

The G3 haptic system does not have a universal voltage input. Haptic systems can be ordered 120V or 230V. Make sure your haptic system suits the country's voltage.

The G5 Haptic System has a switch to select the voltage.  Ensure to select the proper country voltage.

Step 5:

Make sure your G5 haptic system or (G2/G3 haptic system with KCU-1P Controller) is connected to a grounded electrical outlet. Do not use adapter plugs or remove the grounding prong from cables. If you must use an extension cable, use a 3-wire cable with properly grounded plugs. Don’t connect to a circuit with a GFI breaker.

Step 6: 

If you have a G2/G3 haptic system, check your haptic system’s connection and make sure you are connected on the right ports. Then, verify that all termination loops are closed when applicable. The last ACM Main and ACM Secondary must be terminated with a CAT.5e or 6 shielded cable. Please refer to the G2 or G3 Installation Guide for more details.

Step 7:

Verify that all cables (power & network) are firmly plugged in.

If you have a G3 haptic system, always use the original USB cable supplied with the KCU-1P. Other USB cable might not be compatible.

All network cables must be CAT5e or 6 Shielded. We strongly suggest using the network cables supplied with your haptic system.

Step 8:

Do a visual inspection of your system to make sure nothing prevents the actuators from moving properly. Power cord(s) and network cable(s) must be secured and away from the actuators path.

Step 9:

Make sure that any D-BOX equipment is connected to the PC via a USB 2.0 port like the one shown below (Black connector).

Erratic behavior could be found when connecting some of the D-BOX equipment on ports USB 3.0 (Blue connector).

Step 10:

Reset the entire system:

  1. Reboot your computer
  2. Power off the haptic system (and the KCU-1P Haptic Controller if applicable) by unplugging the power cords. Wait for at least 60 seconds then restore the power to the equipment. The platform should do its homing sequence by going up, down then middle position. If the system does not go through its homing sequence, open System Monitor and check if there are some alarms. Then, refer to the ‘’System faults and alarms’’ section.

Note : If the actuators move up and down continuously, there might be a cable or a foreign object preventing the actuators from functioning properly.

Step 11:

Proceed with a motion & communication test using the D-BOX Control Panel application. Select your haptic device (on the left) then press the ‘’Test’’ button:


If the haptic system is moving following the test pattern, it means the computer can communicate with the haptic system correctly. Your can now perform a full test using your D-BOX compatible software.

If the haptic system can’t perform the communication test, open System Monitor and check if there are some alarms. Then, refer to the ‘’Systems Faults & Alarms’’ section. If there are no alarms, you may need to update the firmware of the system by following the instructions in this article.

Step 12:

Download and install the latest version of Motion Core.

Step 13:

Verify your D-BOX equipment firmware and configuration (refer to the System Configurator articles).