Troubleshooting

Below is a list of the most common issues encountered with the Spotline Practical.

Issue	Solution
Machine is running, but line doesn’t move	Confirm the lifting line is not fouled internally. Not enough tension on the lifting line. Ensure the lifting line’s path is clear, the cable is wrapped snugly on the drum, and there is at least a 5 pound load on the lifting line
Fault messages: ULT LIMIT	Ensure there is tension on the lift line Check that the bell housing is not retracted inside of the hoist Confirm that the slack line limit switch is tucked in front of the lifting line.
Fault messages: FWD or REV LIMIT	Set limit switches outside you normal operating range
Fault messages: DRIVE FAULT	Reset drive from Spikemark or by power cycling the Spotline Practical
Fault messages: BRAKE FAULT	Reset drive from Spikemark or by power cycling the Spotline Practical
Fault messages: EMERGENCY STOP	Confirm the Showstopper cable is connected Confirm the e-stop is released Check polarity on the Showstopper cable
Spotline Practical is powered on but the display is showing DISCONNECTED	Confirm Network cable is connected Confirm Spikemark is running Confirm matching IP addresses on machine and in Spikemark
Spotline Practical is connected and powered on but will not connect in Spikemark	Confirm matching IP addresses on machine and in Spikemark Confirm Stagehand is not displaying SET IP
Unit will not power on	Confirm left breaker labeled “Main Power” is in the ON position (UP) Confirm main power is connected to a live outlet
LX Power not working	Confirm left breaker labeled “LX POWER” is in the ON position (UP)

Technical Support

Despite our best efforts and intentions to provide reliable equipment and clear instructions, there may come a time that you need more direct, personal help. We are happy to do that too. Please get in touch in whatever way is most convenient:

Email

[e-mail]

Email can be really convenient for tech support - even if you have a time-critical issue. If you are having trouble with a specific cue in a show, please email us your show file and log file from Spikemark with a description of the issue. We respond within 24 hours, but usually it’s just a matter of minutes.

Phone

401-289-2942

We’re open weekdays 8:30am – 5:00pm EST. If you call outside of normal business hours (like during tech, or pre-show check, or intermission), please leave a message on the support voicemail. We monitor it off-hours and then draw straws to figure out which support tech calls you back and who gets to eat dinner.

Fax

401-289-0259

Honestly, I don’t think anyone uses the fax for tech support, but you are free to be the first. It may take us a while to find the fax machine, so you may encounter an increased response time with this method of communication.