Hardware

Firmware updates / Button behaviours / Battery life

Device doesn't´t turn on

Make sure the device is loaded. Press the ON/OFF button for at least 5 seconds, until you see the LED turning on. 

Device doesn't charge when plugged to the USB cable

Make sure the cable is plugged in correctly and that the device is receiving enough current. You can plug DigitAize to your computer or use a 5V smartphone adapter. Note that the charging indication led (orange light) turns off once the battery is fully charged. 

Device doesn't turn off

Turn the device OFF by pressing for 2 seconds. When you release the LED should turn off. When the device is charging the orange LED is always on. If you cannot turn OFF the device, check if it connects to the computer. Try making the device run off power, then charge fully and try again. If the problem persists, contact support. 

I don't get any data from the sensor

Make sure that the connector of the sensor is plugged correctly. 

Check the flap of the connector, to see if it is damaged. If so, replace the sensor and try again. You can also try plugging a new sensor to the device before attaching it to the fingerboard. 

I don't get any data from the device
  1. Make sure the USB Hub is connected to the computer and that DigitAize device is turned on and is in reach. 
  2. Try restarting the computer, starting DigitAize Connect again.
  3. Try reinstalling the DigitAize Connect App. 
  4. If above hints won’t help, try installing the usb-drivers for the DigitAize Hub directly from the developer Website (VCP DRIVERS):     DOWNLOAD DRIVERS

If the problem persists, contact support. Please attach a LOG-File to your message (find out here how to send LOG Files)

My computer doesn't recognise DigitAize

If you did not experience any issue while installing DigitAize Connect, try restarting the computer. 

If the problem persists, contact support. Please attach a LOG-File to your message (find out here how to send LOG Files)

DigitAize stops responding

Did DigitAize device freeze? Find out weather you run out of battery.

Try charging DigitAIze for at least 5 hours and check again for this issue. 

Try monitoring (via Activity Monitor on Mac or System Preferences on Windows) the software activity on your computer. It might be that some software or MIDI devices send interfering messages that interfere with DigitAize.

Battery life Infos

DigitAize Connect shows you informations about the battery status. 

DigitAize has a battery life in full operation of about 5 hours. If you experience issues with short battery life, try formatting the battery. To do so, fully discharge the battery (until the device won’t turn on anymore), then charge it for at least 7hours without turning on the device. Repeat the procedure 3 times. 

If the problem persists, contact support.

Button behaviours Infos

To turn device on, press on the ON/OFF button for about 4-5 seconds. 

To turn the device off, press on the ON/OFF button for about2 seconds.

Reset device procedure

Resetting the device itself is not needed, as all the user-based data is being stored directly on the computer. If you won’t to restore the registered device on your computer, go to the App Menu (menubar on the top of the screen) -> Support -> Remove All known devices.  

The device doesn't charge

Make sure the cable is plugged correctly and that you are getting power from the source. Try using a different microUSB cable.

If the problem persists, contact support.

Software

DigitAize Connect / DigitAize Sound / Integration with DAW / MaxMSP / OSC / MIDI

I don't receive data from DigitAize Connect
  1. Make sure the USB Hub is connected to the computer and that DigitAize device is turned on and is in reach. 
  2. Try restarting the computer, starting DigitAize Connect again.
  3. Try reinstalling the DigitAize Connect App. 
  4. If above hints won’t help, try installing the usb-drivers for the DigitAize Hub directly from the developer Website (VCP DRIVERS):     DOWNLOAD DRIVERS

If the problem persists, contact support. Please attach a LOG-File to your message (find out here how to send LOG Files)

I don't receive any MIDI data in my DAW

Make sure that:

  1. DigitAizeConnect App is running.
  2. DigitAize Hub is connected to the working USB port in your computer
  3. DigitAize Unit is mounted onto instrument and turned of (green led fading)
  4. In your DAW the “from DigitaizeConnect 1” midi device is activated 
  5. Check for the midi channels routing in the DigitaizeConnect App
DigitAize Connect freezes
  1. Try restarting the DigitAize Connect App
  2. Unplug the Digitaize Hub, turn off the Digitaize Unit
  3. Restart the computer 
  4. Make sure the Digitaize Unit is in a range of the Hub (not more than 3meters distance is recommended)

Mounting

Sensor attachment / Hardware placement / Maintenance

The sensor is not glued properly
  • The sensor is not centered on the fingerboard

Glueing the sensor to the fingerboard can be a delicate procedure. We highly recommend to use some water to make the fingerboard 

  • The glue doesn’t stick to the fingerboard

The adhesive layer used to manufacture the sensors is quite strong. If it does not stick properly, it might be, that the fingerboard has a particular repellent coating.

Consider visiting your luthier to ask for his advice. 

 

The sensor is shorter than the fingerboard

No problem. When glueing the sensor always align it to the end of the fingerboard. 

 

The sensor is longer than my fingerboard

You can cut the sensor if it is longer than your fingerboard. Please follow the instructions in the “Mount Sensor” part of the Setup Wizard to find out how to cut the sensor correctly. You can user regular scissors to cut the sensors. 

Please measure the sensor before glueing it on your instrument. 

The sensor is wider than my fingerboard

We use standard measures of fingerboards for the design of our sensors. However, especially in the case of double bass, there is not really a standard.

If the sensor provided is significantly wider than the fingerboard, please contact us through the Support area. 

The sensor doesn't close properly

Make sure you removed the protective strips before trying to seal the sensor. 

Use the palm of the hand to stretch the sensor over the curvature of the fingerboard. 

If the upper layer was not sealed correctly it can be because: 

  • the ground strip was not placed back in place before sealing
  • the upper layer was not correctly closed, possibly resulting in an un-even surface. 

If this is the case, you need to remove the sensor and start the procedure again with a new layer. 

The adhesive layers used to seal the sensor are very fragile. 

The clam doesn't fit to my fingerboard

Take the clamp and place it on top of the fingerboard approximately there, where you would need to have it placed. 

Look from above and see if the clamp has the correct width.

  • The clamp is slightly larger

Take some cork (shipped in the box), cut out a part and apply it to the clamp

  • The clamp is slightly smaller

Consider removing parts of the cork or make it thinner with a razor blade. 

You can also carefully bend the clamp to adjust its fit.

DigitAize hardware doesn't hold on the fingerboard

Make sure that the clamp is correctly placed. 

The DigitAize Unit was designed to fit under any fingerboard. Sometimes however, the distance between fingerboard and violin case is thinner. This might result in the unit bending weirdly. Try adjust the angle of the clamp slightly to correct the placement. 

I cannot place the sensor inside the unit

When fitting the sensors connector inside the DigitAize Unit, you need to apply a very precise amount of force, but being careful to not bend and break the sensor, while doing it. 

The sensor has a slightly thicker end part. You need to hold this part while inserting it into the unit. Consider using a tweezer to make this easier.

The sensors connector is consumed

Plugging the sensor in and out often, can consume the sensors connector. This doesn’t result immediately in failure of the sensor, but in a decreasing accuracy of data. 

To avoid the consumption:

  • apply some lubricant or protective oil (such as WD-40 or similar water-displacing sprays) on the connector flap
  • Don´t unplug the unit so often. 

Once the sensor is consumed, it needs to be changed

I want to remove the sensor from the fingerboard

We use a special adhesive strip designed to last for a long time. 

In order to easily remove the sensor from the fingerboard:

  • remove the strings
  • place the instrument on an even surface
  • take a hair-dryer and slightly warm up the fingerboard. In this way the glue will come off more easily. 
  • Take the strip from one edge and slowly remove it from the fingerboard.