Troubleshooting
In the “Troubleshooting & Diagnostics" section, users can find tools and tips for identifying and resolving common issues—such as a single fixture not following correctly. Resources include the Anchor Validation Tool, Diagnostic PDF Reports, system and alignment error indicators, FAQs, and LED pattern feedback to support efficient problem-solving.
Successful tracking operation in zactrack is the result of a fully working signal chain: Tracking - Network - Console - Fixtures. This signal chain demands a clear understanding of how each component shapes, conditions, and passes the signal along its path. This page provides information on built-in troubleshooting tools as well as a collection of common situations and how to resolve them, helping users isolate faults efficiently and restore optimal system performance.
The system offers multiple built-in tools for efficient troubleshooting.
Detect (unintended) Anchor position changes. This tool is available in the zactrack App.
MINI and SMART systems offer the creation of a PDF report for analyzing raw ranging data from the tracking system. This tool is available in both the zactrack App as well as the Web Monitor.
Identify issues with reception and radio disturbances. This tool is available in both the zactrack App as well as the Web Monitor.
Create a support package containing show file(s), settings and log files for in-depth analysis by zactrack experts. This tool is available in both the zactrack App as well as the Web Monitor.
General information on LED colors and blink patterns can be found here.
Note
Ensure a stable and continuous power supply for the server and all connected networking equipment. Voltage fluctuations and electrical interference can damage hardware and lead to system failures. To maintain reliable operation, use an uninterruptible power supply (UPS) and/or a power conditioner. For SMART and PRO systems, implement a backup server to guarantee fail-safe performance and uninterrupted service.
Issue | System | Possible root cause | Solution |
|---|---|---|---|
Server not powering up | MINI | Low/dead battery | Charge with USB-C adapter. |
Server not powering up with USB attached | MINI | Broken electronics | Long press on the power button multiple times. If this does not help please contact your local distributor. |
Server not powering up | SMART, PRO | Broken cable No power | Check cable and power outlet. If this does not help please contact your local distributor. |
Server powering up but no WiFi | MINI | Wrongly configured WiFi | Connect via wired network to the main IP (printed on the back) and reconfigure network. |
Server powering up but display red, showing "Recovery" Web interface accessible | SMART | System configuration error (e.g. corrupt software containers) | Go to web interface (default 172.x.x.x IP), switch to Maintenance, reinstall maintenance+system updates from https://www.zactrack.com/downloads. |
Server powering up but display red, showing "Recovery" Web interface inaccessible | SMART | System configuration error or corrupt/disconnected internal USB drive | Please contact your local distributor. |
Display showing Error 1 or 2 | SMART | Internal USB drive not recognized | Reboot the server. If the problem persists after multiple attempts, please contact your local distributor. |
Display showing Error 3 or 5 | SMART | Services not found (no maintenance and main package installed) | Install maintenance and main packages, see Update the System. |
Display showing Error 4 | SMART | Internal service management startup error, e.g. due to networking issues | Ensure proper networking configuration (e.g. no IP conflicts) and reboot the server. If the problem persists after multiple attempts, please contact your local distributor. |
Network switch shows no connection when connected to LIGHT port | SMART | Broken cable Broken Neutrik plug Internal hardware issue | Ensure that the cables and connectors are intact. If the problem persists, please contact your local distributor. |
Server is having frequent performance/networking issues | PRO | Networking issues Internal hardware issue | Ensure proper network configuration and that the cables and connectors are intact. If the problem persists, please contact your local distributor. |
Server has connection issues to the internal tracking server | PRO | Networking issues Internal configuration issue | Ensure proper network configuration. If the problem persists, please contact your local distributor. |
Core service is not running (no connection to app, web monitor showing grey icon) | MINI, SMART, PRO | Issue with internal USB licensing dongle | Please contact your local distributor. |
Issue | System | Possible root cause | Solution |
|---|---|---|---|
Anchor not powering up | MINI | Low/dead battery | Charge with USB-C adapter. |
Anchor not powering up | SMART, PRO | No ethernet connection Not attached to a PoE switch Wrong PoE standard PoE switch broken Cable broken Neutrik plug broken | Check cables and switches and that network requirements are met, see Network Design. If the problem persists, please contact your local distributor. |
Anchor not powering up after being charged | MINI | Dead battery Broken charging electronics | Long press on the power button multiple times. If the problem persists, please contact your local distributor. |
Anchor not powering up with USB attached | MINI | Broken charging electronics | Long press on the power button multiple times. If the problem persists, please contact your local distributor. |
Issue | System | Possible root cause | Solution |
|---|---|---|---|
Tracker is not charging/losing charge quickly | MINI, SMART, PRO | Faulty charging IC (gauge) Faulty charging bay Faulty battery | Completely discharge and recharge multiple times and check the charging bay. If the problem persists, please contact your local distributor. |
Tracker is showing 0% or very low battery % on the UI | MINI, SMART | Charging IC (gauge) lost calibration Low battery | Completely discharge and recharge multiple times. If the problem persists, please contact your local distributor. |
Puck lighting sensor not detecting light | MINI, SMART, PRO | Light source coming in at too sharp angle Broken plastic light guide Broken sensor or electronics | Orientate the puck towards the light source. Open the puck by unscrewing the top and check if light guide is mounted correctly. If the problem persists, please contact your local distributor. |
Issue | System | Possible root cause | Solution |
|---|---|---|---|
Weak Anchor Link | MINI, SMART, PRO | Bad Anchor distribution Insufficient transmission power | Position Anchors with respect to the maximum tracking area limits listed in Hardware Overview Mount in an upright position, roughly facing the stage center. If still encountering issues, increase transmission power offset step by step, see General Settings. On SMART systems, Anchors may need a power cycle when running 24/7 for more than 5 weeks. |
Weak Tracker Link | MINI, SMART, PRO | Bad Tracker placement Insufficient transmission power | Reposition Trackers (upper body, shoulders, head). Reposition Anchors to cover weak areas. Increase transmission power offset, see General Settings. |
Issue | Possible root cause | Solution |
|---|---|---|
No universe data received or sent | Nothing is sent on that universe sACN or Art-Net not enabled or misconfigured | Use the I/O Monitoring to check for incoming and outgoing data. Check if zactrack and connected device(s) have compatible universe settings. Enable sACN/ArtNet input in the System Settings. Select the right network interface. Select the right input port number. Define a proper IP in the Network Settings. |
Fixtures are flickering | DMX collision due to multiple sources sending on the same universe | In case of Art-Net, ensure that there is only one sender for that particular universe. In case of sACN, ensure that there is either only one sender or zactrack is sending with a higher priority. |
No OSC/PSN data received | Nothing is sent OSC/PSN not enabled or misconfigured Wrong ethernet port used | Use the I/O Monitoring to check for incoming and outgoing data. Enable OSC/PSN in the System Settings. Select the right network interface and configure with a compatible IP. |
Issue | Possible root cause | Solution |
|---|---|---|
Cannot assign Fixtures in the Actor Live dialog | No Fixtures in the showfile Fixture's assignment control is set to Console | Add fixtures to the showfile. Select "Manual Override" checkbox in the Fixture's Live dialog. |
Target position of Fixture is not precise, but tracking position is | Bad Alignment Wrong Pan/Tilt physical ranges Actor Height offset is non-zero Fixture XYZ offset is non-zero Fixture Crossfade is non-zero Fixture is still in transition | Check Alignment points and redo Alignment. Check Pan/Tilt physical ranges in the Fixture Type dialog and repeat alignment. Check Actor height in the Actor Live dialog. Check Fixture XYZ offset in the Fixture Live dialog. Check Fixture crossfade in the Fixture Live dialog. Check transition time in the Fixture Live dialog. |
Target position of Fixture is too slow/irregular wrt. to the tracking position | Fixture Crossfade is non-zero Actor Freeze filter is active Bad Precalc/Smoothing values in Fixture Type Actor has multiple trackers merged, but some are located elsewhere | Check Fixture crossfade in the Fixture Live dialog. Check and reconfigure Freeze filter in the Actor Live dialog. Adjust Precalc/Smoothing values of the Fixture Type for the selected preset. Check if all Trackers are present on the target, i.e. carried by the person. |
Fixture is not reacting to console/OSC input | Control input is not defined DMX/OSC data is not received. Console patching does not match zactrack patching | Check control input settings in the Fixture detail dialog. Check universe configuration in the Universe detail dialog. Check patching. Check signal flow with I/O Monitoring. |
This page contains some questions regarding the zactrack system.
What is a zactrack Tracking System?
zactrack is an Ultra Wide Band Radio Tracking System. Accuracy is around 10cm. It is not necessary to have a visible connection between an Actor and the Receiver (Anchor). See System Overview for more information.
What systems out of the 3 is the right system for me?
Depending on the size of the venue and the trackers that are being used at the same time, a system can be picked out of the 3. See Hardware Overview for more information.
Are special lighting fixtures needed for zactrack?
No, zactrack can work with every lighting fixture. Be careful, a big heavy fixture cannot move as fast as a small light one.
Which console is necessary to operate a zactrack system?
zactrack doesn't need a special console, the integration is done over a network protocol. (sACN, ArtNet for Lighting, OSC, PSN for Audio and Video). The complete control during a show including all settings is done on your own desk. Just for setup and monitoring zactrack provides an App for a Tablet.
What is the used frequency of the UWB system?
Depending on the system UWB channels 1, 2, 3 and 5 are used. See Frequency Range for more information.
How complex is the system?
Radio Tracking is a real complex system. zactrack has a lot of tools and wizards that help set up the system in an easy way.