Golf Smart System - Troubleshooting

Error 

Solutions

Login issues

• Keep in mind which login option (email, socials login) you selected when setting up your account.
• Email login: Register with an existing email address, in case you need to reset your password later.
• If you come across the register screen after logging in, you probably created a duplicate account.
• Contact us if you need help with
  • changing your email address
  • finding your account with an active license and capture history

License code issues

License codes can only be added once. You cannot add a license code multiple times, or to multiple accounts.

If you encounter an error when adding your license code for the first time:

• Check if it contains a "0" (zero) or "O" (capital o). Make sure to enter the correct alphanumeric character.
• Contact us if the issue is not resolved.

You can't connect to the 3D Smart Shirt

• Check if the shirt is fully charged and turned on.
• Check if Bluetooth is enabled on your device.
• Check if you gave the 4DMotion app access to use Bluetooth during registration:
  • Open the iOS Settings app
  • Find the 4DMotion app in your app list.
  • Turn on the Bluetooth toggle in case it is not already on.
  • If the steps above do not help: reboot your iPhone.
• Reboot the Gateway, especially if you encounter this error after having removed and reattached the sensor.
• Check the hardware: there's no internal damage, rattling, the cables attach correctly. If you notice any issues, please email us at support@4dmotionsports.com.

You are not getting heart rate readings, or you cannot capture with the Apple Watch app

During your first Analysis capture with the 4DMotion Watch app, you need to give the app access to your health data.

In case this access was not granted,

• Open the iOS Settings app
• Find the Health settings
• Open Data Access & Devices
• Select 4DMotion
• Turn on the toggle for Workouts and Heart Rate

You are not getting location data

During your first Analysis capture with the 4DMotion Watch app, you need to give the app access to your location data.

In case this access was not granted,

• Open the iOS Settings app
• Find the 4DMotion app in Apps
• Select 4DMotion from the list
• Select Location
• Enable location access while using the App
• Turn on Precise Location

Charging issues

• Check the Garment for any physical damage. If you find any, contact us.
• Confirm that your charging block is working.
• Confirm that your charging cable is working.
• Charge the garment for at least 2 hours.
• Confirm that the Garment turns on after charging. If not, contact us at support@4dmotionsports.com.

The results seem incorrect 

E.g. body parts are moving in the wrong direction, or the orientation of the avatar is not right.

• Check if the 3DM Smart shirt is worn inside out. The right side is where you can see the 4DMotion logo.
• If the capture avatar is not moving correctly, make sure the sensors are connected correctly to the chest and the hip. 
• Adjust the 3D Smart Shirt on your body, and repeat the User Pose Calibration. 
• If these don’t resolve the issue, you may be in a magnetic environment that confuses the magnetometer in the sensors. Strong magnetic interference can cause the sensors to ‘drift.’ This can result in incorrect visualization, e.g. the body parts are not aligned correctly. You can repeat the on-body calibration to stop the drift. 

The sensor was inserted incorrectly

The app notifies you when one of the sensors were inserted incorrectly. 

Turn off the gateway and reattach the sensor as per the instructions. Make sure that the label side faces away from the body. Turn on the gateway and calibrate the garment again before use.

The Watch is upside down

When using the Apple Watch, it must be worn on the lead wrist. The lead wrist depends on the dexterity you selected when setting up your profile. It can be adjusted later (Home > Pencil icon > Dexterity).

The Apple Watch serves as a third sensor, and its placement determines which position you are in (P0-P6). Make sure you wear the watch on your lead wrist.

Body Calibration issues

• The calibration doesn’t move on from one step to another:
  • Body calibration is not a stretching exercise. Feel free to bend your knee when performing the calibration.
  • Make sure to bend in full range of motion. If needed, bend backwards first, then bend forward in full ROM.
  • If you cannot calibrate the garment at all while wearing it, take it off, hold the two sensors sewn in the back in your hands, and keep the hip sensor steady while you move the chest sensor forward to mimic bending over. Make sure to hold the sensors in the same positions as they are while worn.
  • Tuck in the hip sensor under your waistband. Make sure that you insert it without twisting, otherwise the avatar movement will be distorted.

Sensor error during firmware update

• Please press “Restart” and try again. 
• After several failed attempts, remove and re-pair the garment:
  1. On the Sensor screen, tap REMOVE.
  2. Put the garment on the charger for a few seconds.
  3. Tap the Bluetooth icon on the Sensor screen.
  4. On the … menu, select Firmware Update and start over.

The Gateway isn’t blinking

Turn on the Gateway. If it doesn’t start blinking, put it on the charger. 

Contact us if the garment doesn't turn on after charging it overnight.

Reporting errors and bugs

In the app: go to Settings '⚙', and tap 'send diagnostic info'. This works only when you’re connected to the Internet.

Via email: support@4dmotionsports.com. When reporting errors via email, please always write down what you did step by step, and attach a screenshot or screen recording of the error.