Common issues & resolution steps
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      FAQ - D-BOX Coded Video Mode (using a PC)

      FAQ on how to set-up and troubleshoot the D-BOX Coded Video Mode using a PC

      Question Answer
       I do not see my PC in the list of devices in the HaptiSync app 
      • You have not selected the mode “D-BOX Coded Video” in the Game Center
      • Select the D-BOX Coded Gaming Mode, and select back the D-BOX Coded Video Mode

      Message “No Seat Detected” showing in the HaptiSync app

      A screenshot of no seat detected

       
      • Reboot your computer
      • Restart the “DboxMotionPlayerMonitor” service 
      • Ensure your seat is connected to your computer

      Message “Audio Feed Lost” showing in the HaptiSync app

      A screenshot of audio lost
      • Select the D-BOX Coded Gaming Mode, and select back the D-BOX Coded Video Mode
      • Verify your Audio Capture Settings in Windows

      Message “Activation Required” in the HaptiSync app

      A screenshot indicating action is required
      • Click on the laptop icon and follow the activation process 
      Haptic not working when watching a movie coded by D-BOX 

      There could be a few reasons. Here are the most common:

      • Ensure you have an active HaptiSync subscription and that you are logged in in the HaptiSync app
      • Ensure you chose the HaptiSync Mode “D-BOX Coded Video” in the Game Center r the HaptiSync app
      • Open the HaptiSync app and ensure the system recognized the movie. It might take a few seconds after the movie starts
      • Ensure the haptic is not muted in the HaptiSync app
      • Ensure the HaptiSync app is capturing audio on the right audio device (Audio Input)
      • Ensure your seat is detected by the HaptiSync app
      • Ensure the content has been all updated and the movie you are watching is coded by D-BOX

      Content is not updating in the HaptiSync app (error 200 or 300)

      A screenshot with two D-BOX error messages

       
      • Select the D-BOX Coded Gaming Mode, and select back the D-BOX Coded Video Mode
      • Brief explanation of all error codes: 
        • 200: Error checking for update (internet connection issue or other)
        • 201: Error exchanging with D-BOX Connect
        • 300: Error while downloading
        • 301: Server content not ready (this should be temporary)
      Why do I need a D-BOX Connect account?

       

      		 D-BOX Connect will gradually become the central point to manage everything related to your D-BOX products, such as your user profile, your content subscriptions and more eventually. It also allows us to provide better content distribution reliability.