# 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                                        | <p>Confirm the lifting line is not fouled internally.<br>Not enough tension on the lifting line.</p><p>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</p> |
| Fault messages: ULT LIMIT                                                        | <p>Ensure there is tension on the lift line</p><p>Check that the bell housing is not retracted inside of the hoist</p><p>Confirm that the slack line limit switch is tucked in front of the lifting line.</p>                                         |
| 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                                                   | <p>Confirm the Showstopper cable is connected<br>Confirm the e-stop is released</p><p>Check polarity on the Showstopper cable</p>                                                                                                                     |
| Spotline Practical is powered on but the display is showing DISCONNECTED         | <p>Confirm Network cable is connected</p><p>Confirm Spikemark is running</p><p>Confirm matching IP addresses on machine and in Spikemark</p>                                                                                                          |
| Spotline Practical is connected and powered on but will not connect in Spikemark | <p>Confirm matching IP addresses on machine and in Spikemark</p><p>Confirm Stagehand is not displaying SET IP</p>                                                                                                                                     |
| Unit will not power on                                                           | <p>Confirm left breaker labeled “Main Power” is in the ON position (UP)</p><p>Confirm main power is connected to a live outlet</p>                                                                                                                    |
| LX Power not working                                                             | Confirm left breaker labeled “LX POWER” is in the ON position (UP)                                                                                                                                                                                    |

### Technical Support <a href="#h.jvc29pz5hdrr" id="h.jvc29pz5hdrr"></a>

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 <a href="#h.6z7eppwmx6hj" id="h.6z7eppwmx6hj"></a>

<support@creativeconners.com>

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 <a href="#h.b4e2kbao33dl" id="h.b4e2kbao33dl"></a>

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 <a href="#h.46yk1ncz30ri" id="h.46yk1ncz30ri"></a>

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.