Below you can find troubleshooting FAQ in order to help you to solve your current problem. Don't panic and keep reading ;-)
➤ Problem:
We got no internet connection and the mouse did not work. Several times rebooting did not help. Shutting down took forever so we pressed the on button for a while. We don’t know what else to do.
➤ How to solve:
Normally when you have problem with the system, the restart should works fine to solve major hardware problem.
One thing I can suggest, when you think if the shutdown takes forever, just do the hard reset by pressing the power button (normally 5 seconds) and let the system off. plug out the power cable of the laptop (power cable only) and wait for at least 10-15 seconds. the next step is plug in the power button and press the power button on the laptop to start the windows.
First, you will face the option from windows, 3-4 options normally:
1. Safe Mode
2. Safe Mode with network (I didnt quite the exact text)
3. Blabla
4. Resume normally blabla...
Select the first option, the Safe Mode.
wait until it finish booting and show you the welcome and password screen. dont be surprise because the resolution is crappy, thats normal and dont do anything about it. enter your password and you will enter the desktop windows in Safe Mode. Here you can test your Mouse, USB ports or related hardware problem. try to plugin the USB drive to the USB port, if its recognized then everything seem to be okay. after that just shutdown the computer normally but clicking the shutdown menu. after shutdown wait for around 10 seconds. the next step is press power button and you will enter the Windows in Normal Mode and can continue to use the MEMPHIS system.
➤ Problem:
Mouse cursor is disappear when the SUD score pop up is active.
➤ How to solve:
The trick is quite simple; when you see that the SUD score pop up in the HMD, we set that the mouse is near by the SUD score pop up. so please SLOWLY drag/ move your mouse pointer inside the SUD score pop up area. its simple but quite tricky because when you move the mouse really fast then it will fall out of the SUD score pop up area and really difficult to get back (like you said the mouse is doesnt work, technically it's work but you can see the pointer).
➤ Problem:
The heart rate device did work in the first exposure world, but probably not in the 2th (maybe also not in the 3th). Because the client let me know he didn't see any data of the heartrate after the 2th exposure. I just remembered I can check myself and I don't have any data from the 2th exposure, there are just 2 exposures to see. Probably because of the next point.
➤ How to solve:
The heart rate issue is bit difficult to analyze if i did not see the log file by myself. did they check it at the first time and make sure the battery is in the 100% charged capacity. it can be that the battery is gone after 30 minutes if its not fully charged.
➤ Problem:
The microphone probably didn't work. patient couldn't react to the avatar in the exposure world, so patient got stuck in the world.
➤ How to solve:
First, check the microphone port connection, is the microphone connected properly?
Second, adjust the microphone volume level. Since we use very sensitive microphone, please adjust the microphone level volume around 10%.
Lastly, In the latest MEMPHIS version, if the microphone stop working you can still continue the treatment. Just go back to the exposure control panel, click "exit VR" button. the next step is click "start manual VR" button. wait view second until it finish loading the system. when everything is correct, you will see the "Welcome to MEMPHIS VR system" on your HMD.
The next step is click the "start oefening" button to go to VR world. Now the VR world is running without speech recognition and use the manual input to interact with the avatar. To continue the dialogue please press the "spacebar" keyboard after you have finished your answer.
➤ Problem:
A client had problems with the HMD at the session last friday. After the neutral world went fine, he had problems with the exposure. He didn't see anything in the HMD, just heard the voice of the avatars. He tried several things, like turning off and on of the HMD, resarted MEMPHIS and restarted the computer.
➤ How to solve:
Turn off the laptop and plug-out everything (HDMI cable, congle, USB stick etc.) and wait for around 30 seconds. After that attach everything again and turn on the laptop.
After the laptop is ready, dont go to the MEMPHIS application, go to the Try Neutral World application instead. (you already install this update application in the client desktop right?). From there we can check if the problem is in the HMD connection or really random glitch.