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 motion controller. 

      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 motion controller (PC, HaptiSync Hub or HEMC):

      my-devices

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

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

      2- Connect your motion controller (PC, HEMC or HaptiSync Hub) to your network.

      If using an HaptiSync Hub 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 or HEMC.
        • Open the HaptiSync app.
        • The HaptiSync Hub or HEMC should be detected automatically.

      3- Activate your motion controller (HEMC or HaptiSync Hub)

        • In the D-BOX HaptiSync app, press on the HaptiSync Hub 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 15 minutes 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.
          Step 3: 

          Test your HaptiSync System.

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

            • Make sure that all components of your HaptiSync system are powered on
            • Open the HaptiSync app and make sure the select the correct input 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