Detailed Information
Optical Wands
Issue: Dead Wand Battery and/or Wand Won't Charge
While the Optical Wand does have a user-removable battery, the most common cause of a Optical wand that won't power on or charge is usually the result of the wand being dropped or otherwise suffering an impact that has damaged the internals. Please contact Oblong Client Support and we'll be happy to issue a forward deployed replacement as part of standard Mezzanine Maintenance.
Issue: No Wand Cursor Visible on Screens
If your Optical wand is not showing a cursor on your displays, please follow these guidelines.
- With the wand powered on and in the room, log in to your Mezzanine Admin Panel and navigate to the 'Wands' tab. For any wands that are powered on, you should see live telemetry displayed here. If both wand slots are empty, and your wand LED is showing red, this likely indicates the wand needs to be re-paired with its Wireless Access Point.
- Also on the Wands tab, you should see a button on each slot labeled Pair or Unpair. If you do not see these buttons, please attempt reseating your Wireless Access Point's USB cables from the Perception Appliance or Mezzanine Server. If the buttons are still not visible, please contact Oblong Client Support as this may indicate a hardware issue with your Wand or WAP.
- If the Unpair/Pair buttons are visible, simply click 'Unpair' to clear out the old saved configuration, then click 'Pair' to put the WAP into Pairing mode. Once this is ready, press and hold the MENU button on the wand that needs to be paired. This can sometimes take several attempts depending on Bluetooth traffic in your space. If the wand will not pair successfully, or you still do not see a cursor after re-pairing, please contact Oblong Client Support for further investigation.
Issue: Poor Tracking Quality
For the Optical Mezzanine tracking system, tracking quality is dependent on two factors: the wand is able to communicate with the Wireless Access Point without radio interference, and the wand itself is able to see the infrared markers mounted on your displays. As Infrared interference can result from a number of environmental factors, we recommend contacting Oblong Client Support to investigate these issues with you. That said, a good first step that can be done is to check if the Infrared Markers are all functioning properly, via the follow steps.
- Using an Android phone or other camera that shows Infrared light as a pink color, check the Infrared emitters mounted to your Mezzanine display surfaces.
- Each infrared LED should be powered and visible(unobstructed by bezel) when viewed from a location in the room where the wand will be used.
- If there are entire corners/displays where all the IR LEDs are not functioning, this likely indicates a failure with either the power cabling or the power-hub for the emitters itself. Please contact Oblong Client Support with this information and we can assist further.