CONTACT SUPPORT

Each motion system is equipped with a single serial number that identifies all the components.

The D-BOX motion system is covered with many SN which are not all significant for our support team.

Here is what you need to know:

·        The D-BOX SN is composed of a 3-2-5-digit code (e.g. XXX-XX-XXXXX).

·        You can find the serial number on each actuator and on the ACM. Exact location will depend on the motion system generation. But here are a few pictures to help you find it:

The main component that will help you recognise your motion system’s generation is the ACM.

They are very different generation from generation.

Here are a few pictures to help you find it:

Your ACM is programmed to dispatch the motion information in a certain way, depending on where it is in your architecture.

In G1 systems, there is only one type of ACM. There is therefore no Master nor Slave.

In G2 and G3 systems, there are two type of ACM: ACM-Master and ACM-Slave.

In G3, you can change the ACM order (Master/Slave) using the Motion System Configurator.

Your ACM is programmed to dispatch the motion information in a certain way, depending on where it is in your architecture and the port to which each actuator is connected in the ACM.

NOTE : If the configuration changes, it effects the actuator/ACM port.

The configuration refers specifically to the assignment of the actuator position.

The connection of your ACM is dependent of your product generation.

Here is shown the basic connection scheme of all generations, for a 4-actuator system.

There are different ways to enhance the native payload of the D-BOX system.

For more information, we recommend speaking with our project department.

Please contact us at simulation@d-box.com.

Since our G2 motion systems, all actuators can now be integrated vertically and horizontally, opening yaw, surge and sway capacities.

As all designs are unique, we recommend speaking with our project department.

Please contact us at simulation@d-box.com.

First, please note there is a complete Troubleshooting Guide available in the documentation section.

But if you are looking for a quick fix to this precise problem, here are common troubleshooting steps:

1)      Make sure your ACM is powered. Some LED may be on even if the ACM is not powered so make sure you are connected to the right power

source.

2)     In each system, the Master ACM and the last Slave ACM must be terminated by a shielded Cat5 cable.

Check the connection scheme to make sure they are well connected.

3)     The ACM is maybe not programmed for this architecture.

Connect your system to the Motion System Configurator to update firmware, reorder ACM or change the configuration.

If D-BOX system monitor is not recognizing your platform but is able to recognize the KAI or KCU please validate the ACM has electricity and that the status led light is on.

Please validate you have the latest Motion Core version available on our webpage installed.

If you have a Gen II or Gen III system be sure to update the firmware version of the KCU using the System Configurator.

If the motion system is still not operating after updating the firmware and the D-BOX Motion Core software, proceed to exporting the logs from D-BOX System Monitor software.

The logs are required by the D-BOX Support team to make a proper diagnostic of the potential failure sources.

To export the logs, please follow the steps below:

1)      Open the D-BOX System Monitor – let it run in the background.

2)      With the system monitor running, the game/simulation which produces the error can be started.

3)      After the error is reproduced with the game/simulation, click the Export Status button by choosing “Export-> Record (Max:20MB)”

in the D-BOX System Monitor

Send the generated file to D-BOX Support team when opening the case.

Please contact our support team providing the System logs and providing TeamViewer credentials to the affected computer.