Troubleshooting step-by-step
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      3. Troubleshooting step-by-step

      How to validate subscription and pairing?

      This article will allow you to resolve issues such as : Pairing issues, connection issues, Subscription issues, account issues.

      The best way to start is to review the instructions exposed in either one of these documents:

      For Home Theater chair owners:

       

      Step 1:

      From the D-BOX Connect website, go to tab Subscriptions and make sure you have a valid subscription:

      active-subscriptionIf you don't see a valid subscription, click on ADD SUBSCRIPTION and follow the online instructions to purchase a subscription. 
      Step 2:

      Pair your subscription with your HaptiSync device/haptic controller (PC, HaptiSync Hub, HEMC, or D-BOX VIBE). 

      Still on the D-BOX Connect website, go to tab My devices and make sure you have a valid pairing between your subscription and your haptic controller:

      my-devices

      If you don't see a valid pairing between your subscription and your haptic controller:

      1- Install the D-BOX HaptiSync app on your mobile device or PC.

      2- Connect your haptic controller to your network.

      If using an HaptiSync Hub, D-BOX VIBE or HEMC:

      If using a wireless Wi-Fi network:

        • Open the D-BOX HaptiSync app.
        • Press the Add button and follow the on-screen instructions.
          • Your mobile device needs to be connected to your Wi-Fi network.
          • You will need to know your Wi-Fi password.

      If using your wired Ethernet network:

        • Connect a network cable to the ETHERNET port of your HaptiSync Hub, D-BOX VIBE or HEMC.
        • Open the HaptiSync app.
        • The HaptiSync Hub, D-BOX VIBE or HEMC should be detected automatically.

      3- Activate your haptic controller

        • In the D-BOX HaptiSync app, click on the HaptiSync Hub, D-BOX VIBE or HEMC icon showing Activation Required
        • Follow the on-screen instructions to complete your activation.
          • You will need to enter your D-BOX Connect account email and password in the app.

      4- Wait for your system to update

        • The database update requires about 1-2 hours after a successful activation.
        • Once ready, the Last Updated field will be updated in the app.
      If using a PC
        From the HaptiSync App, follow the instructions described in this article.

        From the Game Center, follow the instructions described in this article.

        From the HaptiSync Center, follow the instructions described in this article.
          Step 3: 

          Test your system.

          If step 1 and 2 are completed, this means you have a valid subscription and a valid pairing with your haptic controller. 

            • Make sure that all components of your Haptic System are powered on
            • Open the HaptiSync app or the HaptiSync Center and make sure the select D-BOX Coded Video mode
            • Play the HaptiSync Test video from the YouTube D-BOX Haptic Experiences channel
            • Within 30 seconds, your system should move in sync with the test video