Support | D-BOX

SUPPORT INQUIRIES

D-BOX Headquarters
2172 Rue de la Province
Longueuil, Québec, Canada
J4G 1R7

1-450-442-3003

1-888-442-3269

Support Hours

(Eastern time)

Monday

8:00 a.m. to 5:00 p.m.

Tuesday

8:00 a.m. to 5:00 p.m.

Wednesday

8:00 a.m. to 5:00 p.m.

Thursday

8:00 a.m. to 5:00 p.m.

Friday

8:00 a.m. to 5:00 p.m.

Saturday

Closed

Sunday

Closed

‏‏‎ ‎

‏‏‎ ‎

*For any emergency outside of these hours, a call service will allow you to try to reach an agent.

Contact form

FAQ – OEM

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:

Actuator
ACM

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:

G1
G2
G2
G3

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.

FAQ – THEATRICAL

In any case, D-BOX can assist in positioning any type of seat in your auditorium by simple calculation or drawing.

For more information, you can also refer to the documentation included in the documentation section (Recliner Clearance Procedure).

 

D-BOX provides recommendations for clearance between each seat and any given static or moving objects. Those recommendations are defined per seat type.

The seat layout is calculated following few easy steps:

 

1)      Find the recommended distances from the seat to any static object. Consider the back riser and the row side stairs or wall.

 

2)      Also validate the front clearance with building local code regulations (exhibitor’s responsibility).

 

3)      Determines the distance at which the seats will be placed at the row extremities.

 

4)      Calculate the seat capacity using the D-BOX recommended clearance information.

This calculation will ensure consistent and safe clearances between each seat.

1)      When a D-BOX movie is presented in a theatre, the auditorium projector sends the image to the screen and the audio to the sound processor.

 

2)      The audio feed is sent to the D-BOX processor.

For each movie that D-BOX has previously encoded with motion, the Motion Code is retrieved.

 

3)      The synchronized movements & vibrations are sent to the D-BOX server to the D-BOX MFX transmitter, which redirects them to

the D-BOX architecture embedded inside the D-BOX seats.

 

4)      The D-BOX architecture is composed of a communication module, an actuator control module (ACM) and some actuators.

 

5)      The D-BOX architecture communicates is chained with the following seat, relegating the motion information instantaneously.

D-BOX and the exhibitor are both responsible to working together to ensure the success of the installation process.

They both work in pair with the seat manufacturer to get the seat CAD and make sure the measurements are valid.

 

D-BOX will make sure the seat is ready for D-BOX and provide the exhibitor with the motion specifications and seat clearance recommendation.

 

The exhibitor is responsible to provide D-BOX with the auditorium layout following the D-BOX clearance recommendations. If D-BOX provides the auditorium, the customer remains responsible to provide the original auditorium plans, local code building regulations and final validation of the layout.

You need to refer to the precise seat installation guide.

It is good practice to validate that both DCP and ACR mode are active and functional.

D-BOX provides 2 clips for testing DCP and ACR functionality individually:

 

·         DCP testing: Polar Express DCP

·         ACR testing: Star Trek ACR

 

They are already on the D-BOX server.

You can extract them using a USB key and ingest in the auditorium server.

Once the clips are playing, just make sure the D-BOX seats are moving.

You need to refer to the precise seat installation guide.

FAQ – HOME ENTERTAINMENT

Please validate you have a valid subscription in https://jukebox.d-box.com/ and use the same credentials to log in on the HEMC app using an Android or IOS device.

 

Once the HEMC detects the account will synchronize the motion codes to the library.

 

The HEMC works with a down stereo mix analog signal which should contains (Left, Right and Center) to be able to recognize the films.

In case the movie is not recognized all the time you can increase the recognition tolerance value to allow the HEMC communicate with the seat for a longer period.