HSPARC

Troubleshooting

Solutions to common issues with your HSPARC unit.

Startup Issues

HSPARC won't start

Symptoms: Software doesn't launch, black screen, or immediate crash.

Solutions:

  1. Verify the Study Key is inserted
  2. Try a different USB port for the Study Key
  3. Restart the computer
  4. Check that no other applications are using the webcam

"Study Key not found" error

Symptoms: Error message indicates Study Key isn't detected.

Solutions:

  1. Remove and reinsert the Study Key
  2. Try a different USB port
  3. Check the Study Key works on another computer
  4. Inspect the USB connector for damage

Forgot PIN

Symptoms: Can't access Study Key data.

Unfortunately, there is no PIN recovery option. The PIN encrypts all data on the Study Key, and without it, data cannot be accessed. This is a security feature to protect research data.

Prevention: Store your PIN in a secure location (e.g., password manager, locked file).

Hardware Issues

Controller not detected

Symptoms: Controller doesn't appear in Hardware Test or input isn't registered.

Solutions:

  1. Check USB cable connection
  2. Try a different USB port
  3. Try a different USB cable (if applicable)
  4. Disconnect and reconnect the controller
  5. Restart HSPARC software
  6. For Wii Nunchucks: verify the USB adapter is properly connected

Controller input is erratic

Symptoms: Input jumps around, doesn't return to center, or drifts over time.

Solutions:

  1. Recalibrate the controller in Settings > Hardware Test
  2. Check for physical damage to the joystick
  3. Clean around the joystick base (dust can cause issues)
  4. Try a different controller

Webcam not detected

Symptoms: No video preview, "Camera not found" error.

Solutions:

  1. Check USB connection
  2. Try a different USB port
  3. Verify no other application is using the camera
  4. Check the camera works in another application
  5. Try unplugging other USB devices (power issue)

Webcam image is poor quality

Symptoms: Dark, blurry, or grainy video.

Solutions:

  1. Improve room lighting
  2. Clean the webcam lens
  3. Adjust camera position (avoid backlighting)
  4. Check webcam settings in Settings > Video

Microphone not working

Symptoms: No audio recorded, audio meters don't respond.

Solutions:

  1. Check microphone USB connection
  2. Verify correct input device selected in Settings > Audio
  3. Test in Hardware Test
  4. Check system sound settings recognize the microphone
  5. Try a different USB port

Audio is distorted or quiet

Symptoms: Recording is too quiet, clipping, or has static.

Solutions:

  1. Adjust input gain in Settings > Audio
  2. Reposition microphone (2-3 feet from participants)
  3. Reduce background noise
  4. Check for interference from other electronics

Recording Issues

Recording stops unexpectedly

Symptoms: Recording ends before you stop it.

Solutions:

  1. Check Study Key storage space
  2. Verify USB connections are secure
  3. Check power connection (laptop may have gone to sleep)
  4. Review error log in Settings > Diagnostics

"Low disk space" warning

Symptoms: Warning about insufficient storage.

Solutions:

  1. Export completed sessions to external storage
  2. Delete sessions you no longer need (after backing up)
  3. Use a larger capacity Study Key

Video and input out of sync

Symptoms: Controller input doesn't match what's happening in video.

Solutions:

  1. This may indicate a dropped frame issue during recording
  2. Check CPU usage wasn't maxed during recording
  3. Close other applications before recording
  4. Check Settings > Performance for optimization options

Recording is choppy or laggy

Symptoms: Video skips frames, stuttery playback.

Solutions:

  1. Close unnecessary applications
  2. Lower video quality in Settings > Video
  3. Check CPU temperature (overheating causes throttling)
  4. Ensure adequate ventilation around the computer

Playback Issues

Session won't open in Researcher Mode

Symptoms: Error when trying to open a recorded session.

Solutions:

  1. Verify Study Key is inserted
  2. Check if session appears in file browser
  3. Session may be corrupted — check if partial data can be exported
  4. Try opening on a different HSPARC unit

Video plays without audio

Symptoms: Video displays but no sound.

Solutions:

  1. Check computer volume isn't muted
  2. Verify audio device is selected in system settings
  3. Check if original recording captured audio (view in file details)

Export fails

Symptoms: Error during data export.

Solutions:

  1. Verify destination has sufficient space
  2. Check write permissions on destination
  3. Try exporting to a different location
  4. Try exporting a smaller batch of sessions
  5. Check Study Key for errors (Settings > Study Key > Verify)

Software Issues

Software is slow or unresponsive

Symptoms: Laggy interface, slow to respond to clicks.

Solutions:

  1. Restart the HSPARC software
  2. Restart the computer
  3. Close other running applications
  4. Check available disk space on system drive
  5. Check for software updates

Settings aren't saving

Symptoms: Changes revert after restart.

Solutions:

  1. Verify Study Key has write access
  2. Check Study Key isn't full
  3. Try resetting to defaults, then reconfiguring

Crash or freeze

Symptoms: Software stops responding or closes unexpectedly.

Solutions:

  1. Note what you were doing when it crashed
  2. Restart the software
  3. Check Settings > Diagnostics for crash logs
  4. Contact support with crash details

Network Issues

Can't check for updates

Symptoms: Update check fails or times out.

Solutions:

  1. Verify internet connection
  2. Check firewall isn't blocking HSPARC
  3. Try again later (server may be temporarily unavailable)

Study Key Issues

Study Key is running slowly

Symptoms: Saving takes a long time, sluggish browsing.

Solutions:

  1. The Study Key may be nearly full — free up space
  2. Try a different USB port (USB 3.0 is faster)
  3. Run verification in Settings > Study Key > Verify

"Study Key error" message

Symptoms: Generic error related to Study Key.

Solutions:

  1. Remove and reinsert the Study Key
  2. Try a different USB port
  3. Run Settings > Study Key > Verify to check for errors
  4. If errors found, export any recoverable data immediately

Study Key not recognized by other computers

Symptoms: Study Key works in HSPARC but not when connected directly to another computer.

This is expected. The Study Key is encrypted and formatted specifically for HSPARC. To access data on other computers, export it from Researcher Mode first.

Error Messages

"Encryption error"

Symptoms: Error related to encryption/decryption.

Solutions:

  1. Verify correct PIN entered
  2. Remove and reinsert Study Key
  3. Check Study Key for physical damage
  4. Run diagnostic verification

"Hardware initialization failed"

Symptoms: Error during startup related to hardware.

Solutions:

  1. Check all USB connections
  2. Try disconnecting and reconnecting each device
  3. Restart with only Study Key connected, then add devices one by one
  4. Test each device in Hardware Test individually

"Session data corrupted"

Symptoms: Error when accessing a recorded session.

Solutions:

  1. Try exporting any recoverable data
  2. Check if video file is playable externally
  3. Note session ID for support reference
  4. Recent sessions may be unaffected

Getting More Help

Diagnostic Information

When contacting support, gather this information:

  1. Go to Settings > Diagnostics
  2. Click Generate Report
  3. Save the report file
  4. Include this with your support request

Contact Support

If you can't resolve an issue:

  1. Document the problem (what happened, what you tried)
  2. Note any error messages exactly as displayed
  3. Generate a diagnostic report if possible
  4. Contact us through the website or your research coordinator

Software Updates

Keep your HSPARC software updated:

  1. Go to Settings > Updates
  2. Click Check for Updates
  3. If available, click Install Update
  4. Restart when prompted

Updates include bug fixes, performance improvements, and new features.