USER MANUAL

TROUBLESHOOTING

V. 1.7.1
This user guide contains detailed information about all the software and hardware troubleshooting and how
to deal with any problems.

This guide assumes you have a basic working knowledge of your operating system, including using your
mouse, selecting items in menus and dialog boxes and opening and closing files. For information about
these and other basic techniques refer to your operating system manual.

DMX512

Light shows designed with the software are fully DMX512 compatible for use with all DMX professional
lighting. Traditionally, in order to design a DMX light show you needed to have a lighting control console
and highly specialized knowledge of the DMX512 protocol. Now however, you can use the software’s intui-
tive, optimized drag and drop interface to design professional quality, DMX compatible shows directly on
your computer.

SYSTEM REQUIREMENTS

Windows, MAC OS X, LINUX

XP, Vista 32/64, Seven, 8, 10

Mac OSX 10.4 (Tiger) or higher

2 Ghz CPU

2 Ghz RAM

450 MB free disk space

1 CD Rom drive

1 or more USB 2.0 port

Vidéo 1024 x 768 screen definition or higher

Required configuration for 3D : graphic card with 2Ghz ram

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Green USB Interface LED

The green LED is for the USB.

The green USB Led is constantly on when the interface is connected to the computer and the software is
closed.
The green USB Led flashes slowly when communication is operating effectively between the software and
the device. It indicates the software has detected the hardware and has started reading it.

Red DMX Interface Led

The red LED(s) are for the DMX.

The red DMX LED(s) are off when the interface is connected to the computer and the software is closed.
The red DMX LED(s) is on when the software is has been opened, has detected the device and is communi-
cating with it.
The set speed of the DMX affects the red DMX LED and at a slow speed the LED will start flashing.

The Green USB LED is on and the Red DMX LED is off when the software is running.

Your interface has not been detected by the software. Close the software, reconnect the interface and restart
the software. The interface must be connected to the
computer before starting the software.
Check if the latest driver has been correctly installed
and the system has detected the connected device.
If the interface has not been detected, check the Turn off your anti-virus and other applications than
driver installation and if the system recognizes the could be using the same system resources as the soft-
DMX512 device. ware.
If the interface is not still detected, verify the drivers’ Read the installation and update driver procedure
installation and see if the system recognizes the (MAC + PC).
DMX512 device.
If the drivers are fine and devices detected. Check if the hardware is compatible with the software
and refer to your dealer or manufacturer’s web site for
compatibility instructions.

The green USB LED and Red DMX LED are flashing quickly when the interface is connected.

Your interface has a problem and is not working You need to return the hardware to your dealer or to
properly. the manufacturer for repair.

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The Green USB LED and Red DMX LED are off when the interface is connected.

Your interface has a problem and is not working Check the USB cable and the power.
properly. You need to return the hardware to your dealer or to
the manufacturer for repair.

The Green USB LED is flashing slowly and Red DMX LED is on but there is no DMX signal when the
device is connected and detected by the software.

The lights do not respond to DMX commands. Check if the Patch matches the light itself including
universe and start address…
Check the DMX universe assignment from the
TOOL/OPTIONS/DEVICE menu of the software.
The lights do not respond to the DMX commands. Check your DMX cable.
Check the XLR connector to make sure it is connected
properly.
The light do not respond to the DMX commands. A DMX line cannot support more than 25 fixtures per
line and 200 meter of cable without losing the DMX
signal.
We recommended using a DMX amplifier, DMX
booster or DMX splitter to extend your DMX line and
increase the DMX signal level.
The light do not respond to the DMX Open the interface and check the fuses that protect
commands. the DMX line located on F1, F2, F3 and F4.
You may need to replace them.
The light do not respond to the DMX commands. Check your fixture using another controller to see if it
working correctly.

The Green USB LED is flashing slowly and the Red DMX LED is off when the device is connected and
detected by the software.

If you don't have a DMX signal. Check the red LED and the DMX drivers located on U2
and U3 position on the PCB. You may need to replace
them.

If you have a DMX signal. Check the red LED of the interface.

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There is no DMX Output Signal on the line and the fixtures are not responding.

The green LED is flashing slowly and the red LED are Check your USB cable and make sure that it is a
on. The interface is connected and detected. Drivers shielded cable and that it is in line with all USB 2.0
are fine. specifications. We recommend using the cable sup-
plied with the package.
It is possible that one of your DMX cables is faulty.
Double check each cable and test them one by one if
necessary. Some DMX cables have the Pin 2 and 3 in-
verted, make sure that the Data – is connected to Pin
2 of the XLR, the Data + is connected to Pin 3 and the
Ground to Pin 1 of the XLR. One faulty cable can dis-
turb the entire DMX line. Make sure that your cable
has the Ground, Data + and Data – connected sepa-
rately on each Pin of the XLR and make sure that the
housing (ground/earth) of the XLR cable is not con-
nected to Pin 1 of the XLR.
Add a DMX booster, Splitter or amplifier.

The Interface cannot output more than 10 DMX channels.

Only the 10 first channels are active. Update the software and contact your dealer or the
manufacturer.

I've got a bad DMX signal without a constant signal and my fixture is frequently losing the DMX sig-
nal.

Light loses the DMX signal for a short time. You need to check your firmware version in the
TOOLS/OPTIONS menu and then in the DEVICE sec-
tion.
Check your computer’s minimum requirement.

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How do I update the Firmware of the interface?

A Firmware is a kind of small software embedded in the hardware interface. It can be updated to improve
general functions or offer additional functions. The update procedure is only possible on Windows systems
and allows you to update the firmware easily.
You must connect the interface to your computer and make sure the drivers are installed correctly. Select
OPTIONS in the TOOLS menu of the software and go to the Device board. If the interface is detected
properly the features will appear in the window.
Check the current firmware version and update it with the new version if necessary.
To get the latest firmware version you must install the latest software version.

My device is detected by the software but disconnects frequently and loses the USB communication
after a short time.

After a short time the USB communication may stop You need to return the hardware to your dealer or to
and the GREEN LED will not flash anymore and remain the manufacturer for repair or exchange.
ON constantly.

The software will not start.

Windows : MAC OSX :

Check if the driver is installed correctly. Check if the driver is installed correctly with the Ter-
Check if the same application is already running in the minal.
task or application manager of your system. Application won't start without the driver installed.
Check the software and drivers installation manual.
Reinstall the software completely.

User Manual - Troubleshooting 6

The software starts but cannot detect the interfaces.

Software cannot detect the interface. Check if the latest driver has been correctly installed
and the system has detected the connected device.
Turn off your anti-virus and other applications than
could be using the same system resources as the soft-
ware.
Check if the hardware is compatible with the software
and refer to your dealer or manufacturer’s web site for
compatibility instructions.

How do I update the drivers?

Windows : MAC OS X :
You must update the driver manually and refer to the The installation package (file .PKG) will automatically
user manual “How to install software and drivers”. install or reinstall the new driver for you. You must use
Also refer to your operating system manual to learn the ROOT or ADMIN password to complete the soft-
how to update a driver. You have the “Driver” folder ware and driver installation correctly.
in the installation directory.

How do I update the software?

Update by clicking File and Software Update having backed up your show files and custom profiles first.
You can also carry out a fresh install. Uninstall your current version. We recommend saving all your shows
and profiles in a different folder beforehand. Then download the latest version from the web site and pro-
ceed to a normal installation. The new installation will replace the principal and system files only.

What do I need to do before contacting my reseller or the manufacturer?

Note the serial number of the device, the version of the firmware, the version of the software, the system
used and the version of your system.
Read the entire troubleshooting manual and attempt all of the solutions listed.

If you have a problem not listed above simply contact your official dealer or the manufacturer directly to
report your problems and receive a solution.

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