# Troubleshooting

For any issue, here are some easy first troubleshooting steps:

1. Turn off auto-connect, and then Disconnect and Reconnect Spikemark Console through the Console Configuration window.
2. Turn off auto-connect, and then close and re-open Spikemark. Manually connect to Spikemark Console through the Console Configuration window.
3. Restart the Spikemark Console computer.
4. Power cycle the entire Console.
   1. Shut down the Spikemark Console computer.
   2. Remove power from the Accessory Power Input
   3. Remove power from the PC Power Input.
   4. Wait 1 minute
   5. Restore power to the PC Power Input
   6. Restore power to the Accessory Power Input
   7. Start up the Spikemark Console computer
5. On the PC, check the ‘Device Manager’ application to make sure that all components of the Console are correctly connected. Look for the ‘Ports’ section. The following COM ports should be displayed. If any of these COM ports are missing, contact Creative Conners support team for assistance.
   1. COM100 - Playback 1
   2. COM101 - Playback 2
   3. COM102 - Playback 3
   4. COM103 - Playback 4
   5. COM104 - Console-wide Controls (next/prev, HTR button, jogging controls, E-stop Status Reporting)

<figure><img src="/files/zDnG9LuyhXkIgKsxJ3l8" alt="Spikemark Console Device Manager ports"><figcaption></figcaption></figure>

## Common Challenges

| PROBLEM                                                                                                      | SOLUTION                                                                                                                                                                                                                                                                                   |
| ------------------------------------------------------------------------------------------------------------ | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ |
| Can’t connect to Spikemark                                                                                   | Ensure no other applications are open that use serial-port communication. Restart the computer.                                                                                                                                                                                            |
| The Emergency Stop indicator lights are off.                                                                 | Make sure the Accessory cable is plugged into the Console and Showstopper Base. Check that the Showstopper Base is powered up. Confirm the e-stop system is in a ready state                                                                                                               |
| I want to change the HTR button to Soft Stop so I don’t have to hold down the HTR button while running cues. | The HTR/Soft Stop functionality is selected in Spikemark. See [*Connecting the Console to Spikemark*](#connecting-the-console-to-spikemark)*.*                                                                                                                                             |
| One Playback is not connecting, but the rest are.                                                            | Occasionally, a playback may get ‘frozen’ in its disconnected state. If this happens, restarting the Spikemark Console computer and then re-opening Spikemark should restart the playback.                                                                                                 |
| The Console is on, but both the Ready light and the Engaged light are off. Spikemark shows an E-Stop fault.  | Another E-Stop button is pressed on stage. Check the Showstopper Base and any Showstopper Remotes. If you are using Showstopper 4 components, check the status in Spikemark to see what e-stop is engaged.                                                                                 |
| Joystick calibration                                                                                         | If a motor moves when jogging and not touching the joystick you will need to recalibrate. Save the showfile and close Spikemark. Ensure nothing is pressing on the Joystick and launch Spikemark (this is when it runs the calibration). If the issue persists, restart Spikemark Console. |

## Technical Support

If you get stuck, we’re here to help. The best way to get in touch with a tech expert is via email - even during normal business hours - because most days we are spread around the shop and may not be near the phone. There’s someone in the office from 8:30am-5pm EST Monday - Friday and will return an email or phone call quickly. After hours, (honestly when most tech support issues arise) we have a crack team monitoring email and voicemail who will respond quickly to help get you moving.

* Online: [www.creativeconners.com](http://www.creativeconners.com)
* Email: <support@creativeconners.com>
* Phone: 401-289-2942 x2


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