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Cue Lights Issues
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Speaker Timer Issues
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Common Cue Light Issues

USB Connectivity: No drivers are necessary

Our cue lights are designed to "appear" to a PC or MAC as a standard Human Interface Device (HID) of class "USB Keyboard". Drivers for this type of device are integrated into the Windows and Mac operating systems.

When a cue light - or any other USB device - is connected to a computer, the computer polls the device for its USB class type, loads the appropriate drivers and assigns to the device an identifying number.

If our cue light is not being recongized or is not connecting, please test it on other computers. There is always a possibility that the computer's HID driver file has become corrupted, or the USB port itself has developed an electrical fault or may be degraded by other attached USB devices. USB is a high-speed connection and is sensitive to out-of-range voltage on the bus or resistance in the jack. Test the connection using the cue light's external power supply. Use a shorter, good-quality USB cable. (Maximum USB cable length is 15-feet. This is reduced if you are using a thin or poor quality cable.)

Known issue:

Cue lights manufactured prior to 2011 have demonstrated occasional failures of the USB "B" port. If this is the case with your device, please contact DSan to learn about our replacement options.

Cue lights not working with OS X "El Capitan"

They do indeed work. But there is an issue with identifying them as a USB keyboard.

When plugging a PerfectCue into the new Mac computer running OS X “El Capitan” a dialog pops up that asks you to identify what type of USB keypad is attached. The identification is done by responding to prompts first to press “the key to the right of the left Shift key” (z) and then “the key to the left of the right shift key” (/).

Unfotunately, our cue lights don’t have those keys, and you probably don’t have a USB keypad handy. And the Mac knows if you're pressing its own keyboard - not the "USB keyboard".


Update January 2016:We have tried ignoring the dialog box prompts and simply closed the pop-up. Then when we plugged the PerfectCue back into the Mac, it was recognized and worked as intended. If your cue light is not working, please contact us and tell us the serial number. You may have an issue with devices older than 3-years when we made some changes on the "B" port.

Right now, we suggest that you go find yourself a Windows machine. Download the cue light programmer application (Cue Light Programmer). Sorry, at this time, we don't have a Mac version of the programmer.

Program the “A” port Forward keystroke with "z" and the Back keystroke with "/". (See Mac-OS-Configure.pdf)

Connect the cue light to the Mac and follow the prompts. The Mac now knows what kind of keyboard PerfectCue is.

Re-program the cue light with Right Arrow and Left Arrow. You are good to go.

Ughhh! Yea. We know, this is kind of cumbersome.

Fortunaely, some other devices are experiencing similar problems. (See https://forums.developer.apple.com/thread/20842?q=USB Keyboard.) We hope that this would encourage Apple to address the issues in the next release of the OS.

We are looking to see if there is some way to directly access this configuration. If you send us your name and email address, we'll keep you up to date with the solution. (Contact Form or sales@dsan.com).

Updated: January 2016

RF Communication

Transmitters operate on an unlicensed radio band of 433.92 MHz. This is the same frequency that is sometimes used for wireless doorbells, garage-door openers or remote car key fops. The transmitters send short serial data commands to the base cue light together with a security code that is set by the DIP switches. The communication between the transmitter and the cue light is exceptionally reliable, and unless another transmitter with the same security code is operating in proximity, or the cue lights are operating in an RF-saturated room where hundreds of people are talking on their cell phones, the link between the tranmitter and the cue light remains solid.

If the cue light is not responding to the transmitter, please verify:

  • Transmitter batteries are not exhausted
  • 8-position DIP switch settings are the same on both transmitter and base cue light. (See Old-NewPairing.pdf if you have a transmitter and a cue light with a different number of swith positions.)
  • Base cue light is set to "Master" not "Slave". In slave mode, the receiver is turned off because the cue light is to be activated by a hard-wire connection to another cue light.
  • Base cue light is powered by its external power supply or is connected via USB to a computer that is turned on. We have seen instances where the connected computer was not supplying power on the USB bus. Test that the cue light is powered by using the local actuators.

If there is still no communication, the problem is almost certainly with the base cue light receiver. We are aware that prior to 2011 some of the RF receiver modules have failed if the cue light was dropped or experienced a severe jolt. New modules installed after 2011 have had no reported failures.

Please contact DSan. If you are handy with a soldering iron, we can send you a new RF receiver module and you can install per our instructions. If your skills are limited to the use of a screwdriver, we can send you a new RF circuit board. Otherwise, we can repair or upgrade your cue light.



Broken, or misplaced parts? Lost transmitter?

Not to worry. We can get you a replacement quickly, sometimes without cost. Just contact us. For faster service, or if you wish to stock up in quantity, please consider placing an online order. See our shopping cart for all products.
Antenna Power Supply (US) Power Supply (Int) Transmitters
Ant-433 WP-1 WP-Int PC-ASx
$5.00 $20.00 $20.00 $135
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Common Speaker Timer Issues

Bluetooth Communications

The effective wireless operating distance between the timer and the signal light is about 35 meters. However, when the timer and signal lights are turned on for the first time, the Bluetooth radios must first "find" each other. This process - called "pairing" - happens with all Bluetooth devices. We advise that the devices be kept close together for a faster pairing operation. It is possible, that in a noisy RF environment, the timer and signal light won't "find" one another when separated by more than 35 meters. Once the timer and signal light(s) have paired, subsequent connecting times should be much shorter.

No time received on signal light

Make sure that DIP switches 1-4 on the signal light are set to "On" so that it will receive any of the four possible timer programs on the timer console. Make sure that signal light switch 10 is "On" so that the time digits are displayed. The default settings of the DIP switches are all "On." Make sure that Switch 1 on the timer is set to "On". This designates the timer as a master. A slave timer (Switch 1 OFF) is intended to provide additional start/stop control but does not produce time data.

Repairs
Repairs

We will be happy to examine any non-working devices. Simple repairs are made at no cost. For older products, we will provide a quotation for replacement circuit boards or firmware upgrades. Most A-V technicians will have no trouble replacing circuit boards in the devices. Please ask us for instructions. Currently firmware upgrades are not available via USB.

Please securely attach a name label to each and every product and product part that you send back to us.

Ship to:

DSan Corporation
142 Mineola Avenue
Roslyn Heights, NY 11577
Tel: 516 625-5608

@ 2017 DSan Corporation Tel 516-625-5608 Email: sales@dsan..com
142 Mineola Avenue Roslyn Heights, New York 11577