Basic troubleshooting steps for D-BOX Haptic Systems

If using the Game Center/Control Panel: Reset all the global settings in Control Panel. Use the rounded arrows to set them back to default.

If using the HaptiSync Center, go the Haptic Output Tab to validate that all settings are set appropriately.

A) Make sure your system is in the ON position (the switch is at the top-left corner).

B) Ensure your system is not muted and the Intensity Level is correct. 

C) Review all other setting to ensure they do not affect your haptic experience:

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

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

From the HaptiSync Center, select your game and click "Haptic Settings & Profile Selection".

In the Motion Profile Editor, reset all settings.

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.

• Troubleshooting using the KCU-1P LED status

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 and G3 FLEX Haptic Systems have a switch to select the voltage.  Ensure to select the proper country voltage.

Make sure your haptic system 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.

If you have a G2/G3 haptic system, check your haptic system’s connection and make sure you are connected on the right ports. 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.

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.

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.

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).

Reset the entire system:

1. Reboot your computer
2. Power off the haptic system (and the KCU-1P 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.

Proceed with a motion & communication test.

If using the Game Center/Control Panel: Open the D-BOX Control Panel application. Select your haptic device (on the left) then press the ‘’Test’’ button:

If using the HaptiSync Center: click Start Haptic System Test in the Haptic Output section of the HaptiSync Center. 

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 and refer to the ‘’Systems Faults & Alarms’’ section. If there is no alarm, you may need to update the firmware of the system by following the instructions in this article.

Download and install the latest version of Motion Core or the HaptiSync Center.

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