Troubleshooting & appendix
Common faults, technical support information, the training checklist, and the quick checklist.
Latest documentation
Troubleshooting & appendix
Status and troubleshooting
| Symptom | Possible cause | Suggested action |
|---|---|---|
| Cannot sign in | Wrong account/password, network unavailable, account not authorized | Check the input and the network; contact the account administrator |
| No device is currently connected | Device not powered on, loose cable, system did not recognize it | Check power and cabling, then detect again |
| Device not detected | Receiver fault, port occupied | Replug the device; close other glove applications |
| Activation failed | Network, account permission, or device state anomaly | Keep the connection, check permissions, and reactivate |
| Confirm connection unavailable | No device selected, or the selection combination is invalid | Select at least one device; at most one per side |
| Calibration cannot continue | Device disconnected, unstable motion, wrong hand | Exit, restore the connection, and repeat the full calibration |
| Model cannot be selected | Algorithm package missing or account lacks permission | Check the algorithm package page and the delivery authorization |
| Model does not follow | Wrong input source, connection interrupted, or task not started | Check the card input source and restart |
| Obvious motion deviation | Calibration or wearing inconsistency | Wear the glove again and complete the 8-step calibration |
| The view stutters | Too many models, high host load, too-dense Debug | Reduce the number of models; use Summary and increase the sampling interval |
| Log file too large | Raw/Full with a high sampling rate | Switch to Summary and turn recording off afterwards |
| Update stalls | Network or service anomaly | Keep the software running, record the state, and contact support |
Technical support information
- Software version, operating system, and time of occurrence.
- Account environment (never send the password), device name, complete SN, and hand.
- Selected model, algorithm package version, and input source.
- The shortest reproduction steps starting from sign-in, the expected result, and the actual result.
- Interface screenshots, the Debug files for the corresponding period, and whether the issue reproduces reliably.
Management and maintenance recommendations
Calibration management
- Build records on "device SN + hand + user/project" so that several people do not share one calibration without differentiation.
- Re-calibrate when the glove is replaced, the wearing position changes noticeably, or the software/algorithm package requires migration.
- Perform a two-person check before overwriting or deleting, and keep a recoverable verified version before a production demonstration.
Version management
- Record the desktop application, firmware, and each model algorithm package version, and keep test and demonstration environments as consistent as possible.
- Keep the release notes and a rollback path before updating; after updating, complete smoke tests for devices, calibration, models, and logs.
- Do not use the example version numbers in this manual's screenshots as the delivered version number.
Logs and disk
- Set a dedicated save directory for Debug and make sure the current account has write permission.
- Review history file sizes and retention periods regularly; before deleting, confirm that the ticket or issue has been closed.
- Keep Raw data only for a short time and restrict its access and transfer scope.
Training checklist
| Capability | Done |
|---|---|
| Can sign in independently and identify account issues | ☐ |
| Can select devices by SN and hand and handle activation failures | ☐ |
| Can complete the 8-step calibration for both hands correctly | ☐ |
| Can select models, set input sources, and verify the simulation | ☐ |
| Can configure Summary Debug and download history files | ☐ |
| Understands the risks of overwriting calibrations, deleting files, and updating | ☐ |
| Can collect complete technical support information | ☐ |
Appendix
Quick checklist
| Before startup | During operation | After finishing |
|---|---|---|
| Device power and connection are normal | Input sources are correct | Stop the simulation |
| Account and network are available | Models respond in sync | Export the necessary logs |
| SN/hand have been verified | No abnormal prompts or obvious stutter | Confirm that no update is running |
| Calibration is valid | Debug is enabled only as needed | Disconnect the device after closing the software |
Interface differences
The software may differ from this manual's screenshots because of product iteration, account permissions, device model, or project customization. When differences appear, follow the delivered version's interface prompts and release notes first; for operations that delete data, overwrite calibrations, or upgrade the system or firmware, stop and contact technical support if you are unsure.
Support information format
Problem title: [device SN / hand / model] plus a brief description of the symptom, for example: [7539…9201 / left hand / Sharpa HA4] the model does not respond when the fist is clenched.
| Field | Content to provide |
|---|---|
| Time of occurrence | Year-month-day hour:minute:second, stating the time zone |
| Environment | Desktop application version, operating system, firmware version, algorithm package version |
| Device | Device name, complete SN, left/right hand, battery level/connection method |
| Reproduction steps | Numbered steps starting from sign-in or connection |
| Expected/actual | Describe separately; do not use vague wording such as "there is a problem" |
| Attachments | Screenshots, videos, and Debug files for the corresponding period |