Who is this article relevant to?
This article is for customers who have successfully applied the Wifi settings for their Smartsuit Pro I or Smartsuit Pro II and cannot see their device in the Studio viewport despite the LED colour of the power button on the HUB being stable green
Which versions is this article relevant for?
Smartsuit Pro Smartsuit Pro II Smartgloves
After applying the Wifi settings you may not:
- see your avatar appear in the scene of Rokoko Studio.
- see a Smartsuit Pro appear in the list of "Live inputs" on the left side panel in Rokoko Studio.
This can happen due to the following:
- The IP of your computer changed. This happens on the router's side every couple of weeks. It can also happen if you reset the router or make certain changes to it. You can check here (Windows Solution 2) on how to set a static IP on your network adapter so that the IP does not change when you are using your dedicated router.
- The Smartsuit Pro lost its wifi settings. It can happen after a firmware update/reinstallation.
- A Firewall or Antivirus is blocking communication. Disabling it and restarting your Smartsuit Pro may solve this issue if the wifi settings are correct.
Things to try:
- Make sure the USB-C to A cable is properly connected to the Hub (you should hear a 'clicking' sound once connected) and to your computer. Additionally, try changing to another port of your computer.
- Make sure you have correctly disabled your Windows Firewall and anti-virus software like MacAffee. If that was this issue, you can create an exception rule in your anti-virus software or check below on how to disable Windows Firewall(Windows or Mac) and create an exception rule.
- Make sure your computer is directly connected to the router you want to use. For example, if you want to use a router called "ROKOKO_MOCAP_5G", make sure you are selecting it in Rokoko Studio and that it is also connected to your computer directly.
- Make sure you entered the correct Receiver's IP ( that is your computer's IP running Studio). Please use DHCP Auto mode instead of manual mode.
- Test a (different) dedicated router (or even a smartphone Wifi hotspot), as shared office or university networks can be hard to connect to.
- Make sure you have connected a charged battery/power bank to the usb power cable of the Smartsuit Pro (note: this is not the same cable as the USB-C cable (Anker) used to apply the wifi settings), with a minimum output of 2A for Standalone edition or 3A for Glove-Ready edition.
Click the "Windows" key and search for Windows Defender Firewall with Advanced Security.
To make this Exception Rule actually work, you will need to enable the following default Exception Rules in the Windows Defender Firewall with Advanced Security.
Now your firewall should allow communication between the Smartsuit and Rokoko Studio for this computer.
Stealth mode is a new addition to the Mac Firewall. It can block communication to Rokoko Studio after applying your Rokoko gears' wifi settings. This guide can help disable it
Company Security programs or common Antivirus programs can handle security instead of the normal Windows Firewall or Mac Firewall.
In those cases, the strict rules will not allow the communication between the Smartsuit Pro and Rokoko Studio.
- For Antivirus programs, disabling the option "Smart Firewall" or another similar option should allow communication.
- For the rest of the 3rd party security programs, we simply recommend using another computer with the basic security options that comes with it as we understand that corporate security is important and cannot be disabled in most cases. .
If you are still having connection issues, please contact support@rokoko.com and provide the following information:
Please open Studio and provide us with the following:
Open Rokoko Studio and connect the Smartsuit to a battery and to a computer with the external USB-C provided by us.
- Click on "Configure" on Device Manager.
- Click the "Diagnostics " Tab and "Generate log file"
- We will gather them during the next step (USB folder in the next step).
Please click on the question mark on the top and then select "Open log files folder", in order to locate them.
Please select the files in red, zip them, and send them to us via email.