Software and/or interface do not work
1. Check the USB interface
Connect the interface to the computer. You should see 3 LEDs turn on, green, yellow, and red. Green should be blinking slowly. Yellow should be completely on. Red should be blinking fast.
If none of the LEDs are on, check the back of the interface, there is a small switch that turns power ON/OFF. If only the yellow LED is on, then your interface is broken, please contact your retailer to have it replaced.
2. Check software/interface communication
Connect the interface to the computer BEFORE you start the software. After you open the software, the green LED should start blinking fast. If you go to the “?” menu, then “About”, a popup window will appear with our logo in it. You should be able to read software name and a release date for the software. If there is good communication between the software and the interface, you should see a description of your interface inside this box as well.
If the green LED is not blinking fast, or you do not see the red letter description, there is no communication between the software and the interface. You probably did not install the drivers correctly.
3. Check the interface drivers
If you are using Windows XP, reconnect your interface to any USB port (a different one, if possible). Windows will tell you whether the hardware found is new or already installed in your computer.
If it is new, the NEW HARDWARE WIZARD window will appear. Insert the installation CD in your computer, and select Automatic Search (if you do not have the installation CD, go to the Support/Downloads section in our website). Click “Continue Anyway” when Windows asks you about verification.
After this, Windows should tell you that your device is ready to be used. Restart the software and check communication (previous step).
4. Double-check interface drivers
If during the installation of the drivers, when asked about Windows verification and compatibility, you selected "Stop installation" instead of "Continue anyway", the drivers will not be installed correctly.
To check if the drivers were installed correctly, you should go into
- Windows Control Panel - System - Hardware - Device Manager
You will see a list that includes all USB devices. If the interface is connected and the drivers are installed correctly, the name of the device will be "Intelligent Usb Dmx Interface". If, on the contrary, you read "Unknown device" with a yellow exclamation point next to it, the drivers are not installed correctly.
To fix this:
- Uninstall unknown device
- Disconnect USB interface, wait a couple seconds, and reconnect
- The "Add New Hardware Wizard" will appear, just follow the instructions (previous step)
- Make sure you select "Continue anyway" when asked about Windows verification and compatibility
5. Test on a different computer
If nothing seems to work, please try testing on a different PC before contacting your retailer to get an exchange. Typically, you should only ask for an exchange if:
- No LEDs turn on, even when you have moved the power switch in the back of the interface
- Only the yellow LED turns on
- The drivers seem to be installed correctly, but the interface/software does not work, and the Device Manager name for the USB device is "SUIDI-OUT" instead of "Intelligent Usb Dmx Interface"
Scenes/Switches do not work
If you find problems using your scene and switch buttons, check for the following common solutions:
1. Deactivate all buttons
Double-click on the [INIT] scene in each page, all buttons should be deactivated. Then start using your buttons from zero and find which button brings the problem at hand. 2. Disable LIVE mode If you are using the LIVE mode in the FIXTURES-GROUP tool to control fixtures individually within each page, you will not be able to deactivate switches. This could seem like the actual Switches are not working. All you need to do is make sure the LIVE mode feature is disabled, then everything will be back to normal. 3. [AUTO] DMX output window At the bottom of your screen, you can see the DMX output for the controller. You can force a channel to have a particular output from this window, apart from the signal coming from your scenes and switches. If your buttons don't seem to work, make sure all channels have the AUTO property assigned (right-click at the base of the channel to change this property).
I cannot find my pages
If some of your page windows "disappeared" from your screen, simply go to
- Windows menu - Reset Positions - Reset to tabs
You can also read "Windows Positioning" under the General Settings chapter for more information.
Fixtures going crazy
1. DMX addresses
Make sure the addresses for your lighting fixtures are the same as those defined within the software controller. You can check the addresses from the control software.
2. Fixture profiles/libraries Sometimes fixtures have different "modes" that increase the number of channels or swap them around. Make sure you are using the right profile for your fixtures.
3. DMX cable If you are still having problems, try using a different cable (make sure it is a good one).