Common issues & resolution steps
      Back to home
      1. Knowledge Base
      2. Home Entertainment
      3. Common issues & resolution steps

      Troubleshooting Audio

      Audio issues can be caused by insufficient sound level from the source, poor source quality (noise) muting the audio signal from the source or incomplete signal (bad stereo mix).

      This article is valid for issues such as:

      • Problem with stereo downmix
      • HaptiSync device not recognizing audio

      Note that the audio input for our system must be a proper downmix. If you are using the HaptiSync Hub or the D-BOX VIBE, it can read ambient sound as well.


      Step 1:

      If you are using the HaptiSync Hub or the D-BOX VIBE,  make sure the audio on your HaptiSync app is properly configured. You may choose between:

      • Microphone
      • Audio Line-in
      Step 2:

      Test the audio input using the test clip.

      You can check the audio input by connecting another device with a proper downmix (iPhone, tablet computer, etc) with an auxiliary (aux) cable and play the test clip. The haptic seat should move accordingly.

      If it does move accordingly, the issue points toward the audio input of your sound configuration.
      Step 3:

      Check the audio input by connecting the stereo downmix to headphones. 

      • Disconnect the cable connecting the source and the HaptiSync device.
      • Plug headphones into the source (rather than being plugged into the HaptiSync device).
      • Play the movie and listen to the sound through the headphones to determine if the signal is good.

      The sound should respect the following criteria:

      • The sound level should be good
      • The audio signal should not cut
      • There is no noise
      • All the audio tracks are present
      This last point is important as the controller requires hearing all the channels - not just left and right - to recognize the haptic track. This problem is usually easy to identify in a scene with dialogue. If the dialogue is not present, or is very weak, this indicates that the stereo downmix is invalid (the center channel is missing). 
      Step 4:

      Adjust the Recognition Tolerance setting.

      Audio recognition tolerance can be set between 0 and 100 seconds. If a recognition failure occurs during the specified delay (foreign languages, ambient noise, etc.), the synchronization will be maintained and the haptic will not be interrupted. When pausing or stopping playback, the haptic will continue for the same number of seconds.