1. Rokoko
  2. Smartsuit Pro
  3. Troubleshooting

Some or all of the sensors on the Smartsuit Pro do not work

You managed to connect the Smartsuit Pro in Rokoko Studio, but you notice that some, or all of the sensors of your Smartsuit Pro don't work. Sensors can fail for one of two reasons:
  • During a firmware update, some or all the sensors got stuck in bootloader mode.
  • Sensors are physically damaged.
  • A cable connecting a sensor is physically damaged
Note: For Glove - Ready edition, please disconnect the Smartgloves from the Smartsuit!
Sometimes during a Firmware update sensors can get stuck in the bootloader mode. This can for example be caused by unplugging the USB-C cable before the update has finished successfully, or if the hub was underpowered during the update. This results in not fully functioning sensors that are constantly blinking green or lighting blue (physically, not in Studio) and are displayed grey or white in the Rokoko Studio diagnostics panel.
Below is an example of grey sensors not responding :

Studio Legacy

mceclip0.png

Studio 

2022-02-08_15_20_42-Rokoko_Studio.png
Below is an example of Smartsuit Pro when all the sensors have stuck in bootloader mode : 
image
In this case please contact support@rokoko.com and provide the following information:

Hub Log from Studio Legacy or Hub Log from Studio

Hub Log from Studio Legacy
  • Open Rokoko Studio Legacy. (if you had Studio open, unplug/replug the battery from Smartsuit)
  • Connect the Smartsuit with the external USB-C provided by us. ​(if you have Smartsuit Pro II, connect both USB-C to A cable from HUB to computer and USB-A to battery)

If you have the Smartgloves connected to Smarsuit, unplug them and unplug/replug the battery and USB-C to A cable.

Note: If you get the following output even if the Smartsuit is connected to computer via USB-C to A cable then the Hub Log files can be generated from Studio .

mceclip1.png
  • Hold "CTRL" and double-tap "SHIFT".
  • A window should now open.
  • Search for "Read Hub Log".
  • Click "Execute".
  • It should now open a file explorer window with the log files (rkk_USB_Logger_Date.log and usb_hub_Date-Time.log). Please zip them and send zip file to support@rokoko.com 

It would help greatly if we could also have an image of the diagnostics panel in Studio(by clicking on the actor), like the one below:

​​

Please do not use any previous files or/and methods. Additionally, identify which sensor(s) may have issues(should show white/red) and then provide us the LED color of these sensor(s), physically.

mceclip0.png

Hub Log from Studio 

  • Open Rokoko Studio. (if you had Studio Legacy open, unplug/replug the battery from Smartsuit)
  • Connect the Smartsuit with the external USB-C provided by us. ​(if you have Smartsuit Pro II, connect both USB-C to A cable from HUB to the computer and USB-A to the battery)

If you have the Smartgloves connected to Smarsuit, unplug them and unplug/replug the battery and USB-C to A cable.

  • Click on Configure or Device Manager.

​

  • Double-click on your SmartSuit Pro II
    ​
     
  • Click the "Diagnostics " Tab and "Generate log file"
    mceclip2.png
  • It should now open a file explorer window with the log files (rkk_USB_Logger_Date.log and usb_hub_Date-Time.log). Please zip them and send zip file to support@rokoko.com.
         ​​

It would help greatly if we could also have an image of the diagnostics panel in Studio(by clicking on the actor), like the one below:

​​mceclip3.png

 
Please do not use any previous files or/and methods. Additionally, identify which sensor(s) may have issues(should show grey instead of green) and then provide us the LED color of these sensor(s), physically.

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