Need any help?

#3

Hello Marc!

First thing to try would be to perform a power reset on the whole platform, doing one after extending periods of times (once a year for example) is always a good idea to reset the system. If the error persists, is is possible that over a period that long the encodeurs have become slightly misaligned. I would then recommend you reach out to our support team here https://www.d-box.com/en/customer-support/contact-us so that they can validate the exact situation!

Thanks for your comment!

#4

Marc, is could be a problem of overweight… its great for up to 250lbs, do you have the new haptisync app, it has a status per actuator, lets talk or maybe contact support

#5

Yes I have the new APP, but I found the problem.
One of my actuators seized at the extended position.
They are actuators of the older generation (2011).
I replaced one in 2019, so I need to replace the faulty one. I will replace the other two. I contacted D-Box support and I’m waiting for them to call me back.

#6

I received a response from technical support and they referred me to the sales department for the purchase of actuators. It’s been 3 days now, and still no news from the sales department. I left 2 messages in their voicemail box, because no one answered and I fell directly into the voicemail box. What’s going on at D-Box.

#7

Hi @marc.girardeau, we are sorry for the inconvenience. We will pass your comment to our support team.

#8

Hello, everyone,

Unfortunately, since yesterday I also have a problem with my 2-actuator D-Box seat.

When I connect the power to my seat, the system usually calibrates itself. but now it is the case that the left actuator no longer stops clicking. The day before yesterday I watched a movie without any problems. according to the app there are two errors, see pictures.

an overload can be ruled out because it worked for almost 2 years without any problems and the weight specifications were observed.

can someone please help me here? :frowning:

Thanks in Advance , Matthias :slight_smile:

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#9

Hi Matthias,
I would recommend you reach out to our support team here https://www.d-box.com/en/customer-support/contact-us so that they help you with this issue. Thanks and sorry about that.
Emma

#10

Hi Emma! Thanks for your Feedback, ok i will get in contact with the Support. Bye Matthias

#11

Hi Emma, just want to let you know , that i fixed it by myself. It was just a Broken Locking Ring.

You urgently need a repair Center here in Germany :wink:

By
Matthias

#12

:speak_no_evil:

#13

Hi Emmanuelle,

I’ve noticed a glitch in the d-box implementation for one of the racing sims - Automobilista 2. Problem is I’ve no idea whether it’s the d-box profile, or the game side data output (I’ve already mentioned it to the developers). Please could you suggest who I reach out to at d-box, or I could just post the details here if you prefer.

Many thanks!
Simon

#14

Hi Simon! Chimming in since Emmanuelle is currently out of the office. I suggest contacting support@d-box.com. If there’s any issue with the game, they will be able to open a ticket with the developpers to fix it.

#15

Can you please help me ? What is a error code 301? Server content not ready. I just got this chair three days ago worked great on the first day , went to move my hub to a better location , turned it on and got this error code . The seat is in “ok status” and movies work and play and sync with D-BOX

#16

I have the same issue on Error 301. It seems to be on thre server. Should be revolve Monday I hope. All my movies works with my seats.

#17

Hello Jason,

Error 301 means content not ready.

It can appear after new Motion Codes are added to our library, as some time is required to process this new content. The error is temporary, it should not affect your experience and normally won’t stay for long. If it lasts longer than a few minutes, you can let us know and we will take care of it on our side.

The incidence you reported was resolved. Let us know if the error did not clear on your app.

1 Like
#18

I badly need some help with my Dbox seat, its showing up in the new iOS app with Fault on the seat, it was working fine for many years and now is showing this error and the seat is not moving at all. My other seat is working fine still. Both are connected to the HEMC box via KAI devices, these devices are showing a green light, I have tried restarting the KAI and HEMC box but still no joy.

Once, even the faulty seat completely disappeared from the app. I got it back by switching the KAI device LAN cables around, now both are showing up again, but that faulty seat is still showing faulty but now in seat position 1 in the app instead of 2.

I have contacted support also and its been more then a week, still no one is able to solve this issue and its very frustrating as usually the support team is fast to solve issues (in 1-2 days). I don’t know why it’s taking them so long for this one. I was thinking it might have been the network cable has gone faulty, but the KAI device is showing green light, also its a bit hard to get to the network cable as they are under the floorboards and carpet. I don’t really know what else I can try.

Really wish you had a support center in UK.

#19

Hi Nadim I sent you a private message, please respond it providing a phone number

#20

I have the same 301 error showing on both of my hubs and they did not go away after a few minutes. I waited a couple of hours and it did not go away. I restarted both hubs and I still have the error code on both hubs. My last update was on 3/31 … I have been away on vacation a couple of weeks. This error is preventing updates to my system so I’m missing all movie/series updates after 3/31. Please advice.

#21

Looks like it took hours instead of minutes but both hubs are 301 error free with up to date download. Thx!

1 Like
#22

Hello, I need help setting up my d-box g5 haptic bridge/system.
All the wired connections are correct.

*Overview Unrecognized Motion Platform.

*Connections
-Motion Player: D-Box Haptic bridge (00001141), Type: Haptic Bridge
-Platform Index: 0
-Platform Undefined
-Interface Index: 0, Type: Haptic Bridge, Serial 00001141
-Undefined Configuration Fault

*Details
Motion Player
-Overall State Fault

Platform
-Overall State Fault

Interfaces
-Overall State Fault
-Undefined Configuration Fault ON

Please help.

-Mark