I contacted the support team via email as my d-box audio mode was not working properly.
ANGUS K. responded to my email and provided my HEMC serial number and information.
I was told that my case should be handled by the Level 2 team, but there has been no response since September 22nd, so I sent several emails again but have not received any response.
What on earth is going on?
What's going on with the d-box support team??
Hello JOJAEHYUK, can you provide your case number? I will verify the status.
case number CCA-62216.
Thank you for the information. One of our agents will get in contact with you shortly.
I received another email from ANGUS K.
Thank you for helping us get it processed.
After leaving a message on the bulletin board and receiving an email on October 12th, there has been no further contact.
Can’t you solve this problem quickly?
Hello JOJAEHYUK,
After our agent emailed you, he did not hear back from you. We have checked, and unfortunately, your emails were filtered to spam.
We will check the information you provided and will get back to you as soon as possible.
Thank you for your patience!
I still haven’t received any resolution to my problem.
I received another email on October 25th informing me that my email had been sent to spam, but there has been no response to my email to date.
Did it go to spam email again??
Sound mode not working isn’t just my problem.
If you look at the link below, you will see that other people also have sound mode not working.
I hope the d-box support team quickly identifies the problem with the sound mode and resolves it.
Hello Jojaehyuk,
We have reported the issue, and are gathering information from the other clients experiencing this lack of motion with adaptive audio.
Your messages still appear to be filtered by our CRM system, I will email you directly, so we can follow up.
Kind regards,
When will the audio mode update be available?
Are you still editing it??
Hello, Jojaehyuk
The issues with adaptive audio were resolved in the last software update. The Adaptive audio mode should now be working in your device, can you confirm if this is not the case?
I tested the audio mode for several days.
First of all, the audio mode works normally.
However, strange symptoms appeared after the update.
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I am using a total of 4 seats.
Among these, seat number 1 showed an abnormality.
When the d-box is turned on, the actuator makes a sound while testing the system, and if there are no problems, the actuator rises.
However, seat number 1 only checks the right actuator, and the left actuator does not respond at all. This causes the actuator not to rise.
The app naturally says fault in system.
I did a variety of tests to find out what was causing it to not work.
Since I was using 220v, the left actuator did not work even if I disconnected and reconnected the power cable of the ACM that converts 220v to 110v. So, I removed the ACM on the right and connected it to the SRP platform on the left, and the actuator inspection began. Afterwards, if you reconnect the original left ACM to the left SRP, it will operate normally.
At first I thought it was a defective ACM, but after that the SRP on seat 1 worked normally throughout the movie.
But the next day, the left SRP did not work again.
So, if I connect the right ACM to the left SRP in the same way and then connect the left ACM again, it works normally again.
I don’t know what the problem is with this.
Anyway, this is the first phenomenon that has appeared since the software update.
This problem repeats itself every day. A quick solution is needed. -
After normalizing seat 1 using the above method, I turned on the power to seats 2, 3, and 4. The actuators of seats 2, 3, and 4 were all inspected, and after the inspection was completed, all actuators rose. However, only sheet 1 responded to the motion, and the remaining sheets 2, 3, and 4 did not move at all.
I tried turning seats 2, 3, and 4 off and on again to fix this, but it didn’t work. I also tried turning off the HEMC and turning it back on, but it didn’t work. So I changed HAPTISYNC MODE to sound mode and D-BOX motion mode a few times. Then all the seats started working. When this problem occurred, the status of the APP was fault in system, and kai’s green and orange lights were normally on.
When the sound mode was first released, every time the HAPTISYNC MODE was changed, a new SYSTEM check was performed and the actuator went down and up, but this was not the case this time. Is this a changed processor?
This is a bug that suddenly appeared after this software update.
Please tell me a solution for this.
And the results of testing the sound mode for several days are as follows.
When Ignor Central Audio (Voice) is disabled, the effect of the sound mode is very satisfactory. However, you cannot become immersed in the movie because each line of the movie vibrates.
So, I activated Ignor Central Audio (Voice), and the problem of vibration for each line was resolved. However, when it was disabled, all other background sound vibrations that could be felt also disappeared. Even in scenes where extremely large vibrations occur, only subtle vibrations are felt.
With Ignor Central Audio (Voice) enabled, you will barely notice any vibration.
When Ignor Central Audio (Voice) mode is disabled, the sound mode seems to be of satisfactory quality as long as the vibration continues to operate and does not respond only to the actor’s lines.
Please test this part.
And although four seats are connected in order through the 1 to 4 seat ports of the HEMC, the seat numbers are set in the order in which the power is connected first in the APP.
So it is difficult to check which sheet in the APP is the real sheet every time.
Is it not possible to fix the seat number in the APP in the order of ports on HEMC??
I could give more feedback but I can’t access the mail because my mail keeps getting into spam.
Since the seat issue is very serious, please provide quick feedback.
Hello,
It seems like a hardware issue is affecting your platform, this is unrelated to any software bugs. An agent will reach out to assist you with troubleshooting.
Your observations regarding adaptive audio will be passed on to our developers.
Kind regards,
I’m still having the same problem. But no contact has been received yet. How long do I have to wait??
I was having almost the same issue. Recieved an update yesterday and the issue looks fixed. Still testing.
Thank you for your feedback.
I hope this solves your problem.
How was the update done?
Did the d-box support team provide an update? Or can the user do it themselves?
I too only have a problem when I first turn it on, and once the actuator starts working, it works without any problems, so I don’t think it’s a hardware problem.
I’m hoping the d-box support team will resolve this issue quickly.
Has the problem been resolved after testing?
Happy New Year.
Please check my issue again and provide an update.
Hello Jo, Happy new year!
During the holidays, our team was very limited. All our agents will be back next week. I will make sure they follow up with you to troubleshoot your platforms.
Okay, I’ll wait 