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Typically, system issues can be boiled down to issues with the network. Below are some general steps to take when troubleshooting your network and isolating the cause of the issue.
When working with network hardware, it's always a good rule to start with an easy fix and work your way up.
First and foremost, you'll want to verify that your network can communicate with Motive.
We always firmly suggest that you disable the firewall on your camera network and disable or allow Motive on your Antivirus software.
You'll want to make sure that there isn't any other hardware hooked up to your camera network outside of provided sync devices or other OptiTrack approved hardware.
i.e. eSync 2, BaseStations, some biomechanics hardware, etc., are all acceptable to live on your camera network.
Make sure that you are using a designated NIC on an available PCI/e slot on your computer's motherboard as opposed to the NIC that is soldered onto your computer's motherboard. This will insure isolation from things like Wi-Fi or hardwired Internet.
If you're noticing a camera is either not receiving power or not showing up in Motive, try testing with a new Ethernet cable.
You can also try a cable that you're using for another camera that is powered and showing up in Motive to guarantee that it is indeed a cable issue.
If you've determined that you have a bad cable, remove the cable from the system and replace it with another available cable.
Be sure to test the new cable before it lands at it's final position within your setup.
Verify that the port is receiving PoE and a data transfer signal. For most switches, this is indicated by a green light associated with the port.
Try another available port, preferably one that is working with a different camera.
If you've determined a bad port or multiple bad ports, please contact support@optitrack.com for a potential replacement.
Following the Motive 3.0.2 release, users will no longer need to authenticate their cameras. Since this is no longer required, users can authenticate their license without the need of an internet connection. If you are currently using Motive 3.0.1 or below, please install this new release from our Software webpage. Please note that an internet connection is still required to download Motive.exe from the OptiTrack website.
If cameras are powered, but are unable to be seen in Motive you may need to verify that your cameras have been authenticated.
If you have gone through the above network troubleshooting steps, please reach out to our Support team for more advanced troubleshooting.
When running Motive on displays with high pixel density, (e.g. 4K resolution displays) the software UI may not be scaled properly and some of the buttons may appear to be very small on the screen. In these cases, you can simply adjust the windows configuration to prevent the scaling on high-resolution displays. Follow the below steps for configuring this.
Right click on the Motive Icon > Select Properties
Navigate to the Compatibility tab
Under Settings section, click Change high DPI settings. This will bring up the properties window.
On the new pop-up window, click and check the box next to Override high DPI scaling behavior. Scaling performed by: setting.
Lastly, make sure “System” option is selected in the drop-down menu as shown in the image below.
Click OK to apply. This will override any incorrect scaling behavior when using Motive on high DPI displays.
When setting up your motion capture system, it is recommended that all Windows firewalls to be disabled from your Ethernet camera network. This ensures camera data is transported from the camera switches to the Motive computer or streamed from Motive to another application without dropped frames or lost data.
Basic firewall settings are simple to implement, and any typical user can do so. Advanced firewall settings are less intuitive and should be performed with caution and under the guidance of an OptiTrack Support Engineer or by an IT personnel within your company.
To access basic Windows firewall settings in Windows 10:
You can select the Windows icon from the taskbar then select the Settings cog.
From the Settings window you can then select Network and Internet
This will open the Status window, and from here you can scroll to the bottom to find 'Windows Firewall'
Alternatively, you can either select the Windows icon from taskbar or press the Windows key on your keyboard and search for 'firewall' and select 'Windows Defender Firewall' (be sure to not select 'Windows Defender Firewall with Advanced Security')
A: Ensure that the appropriate channel type is selected. If your signal increases or decreases, with a steady baseline, your ground is not set correctly. See the section on for more information.
A: Crosstalk or ghosting is a normal occurrence in a digital acquisition device, and can be caused by a variety of sources. For detailed information on crosstalk, and steps you can take to minimize it, please refer to your NI-DAQ documentation. National Instrument also provides some steps on reducing unwanted voltages here:
Following the Motive 3.0.2 release, an internet connection is no longer required for initial use of Motive. If you are currently using Motive 3.0.1 or older, please install this new release from our Software webpage. Please note that an internet connection is still required to download Motive.exe from the OptiTrack website.
For some particular setups, you may have a computer that will not have access to the Internet. In this case, there is a workaround to get your computer that is intended for the camera network up and running.
Although this isn't a perfect workaround, it can still help keep your machine isolated from anything other than a camera network.
Luckily, cameras will only ever need to be authenticated to your Security Key once. So if you're able, you can authenticate cameras on a separate machine that is able to access the Internet.
You will also need to create a License .dat file on this machine that you can transfer to your other computer via a USB thumb drive along with a version of Motive installer.
Once you have opened Motive, created the license, and authenticated cameras on your separate computer, you can begin to move everything over to your intended computer.
This includes:
Security Key
License .dat File
Motive 3.x installer (can be downloaded from our website here)
Connecting your uplink switch cable to the intended computer for use
After all of the above has been moved over to the intended machine, you should be able to use your camera network and Motive without issue.
If you're having issues with the above workaround, please reach out to our Support team.