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Wild Divine Help Desk

Steve Robertson November 11, 2014 Wild Divine - General / Iom Driver and Iom Pro Hardware

iom Driver and Sensor Troubleshooting Guide

 

If you are having issues with the iom Driver or getting any message indicating your sensors are not connecting to your Wild Divine software please follow these steps. Sensor connection error messages in the programs can be a result of a few different things:

  • Your fingers are not making a solid connection with the sensors.

  • The USB port the sensors are plugged into is not operating properly.

  • The sensors are plugged into a USB hub and not directly into the USB port of your computer.

  • You do not have all the required software components installed on your computer, i.e. Adobe Flash Player

  • You do not have the iom Driver installed or it is not running.

  • You have multiple iom Driver processes running on your computer (PC only)

  • Your system configuration or security software is blocking the connection between the iom Driver program and the Wild Divine software (firewall).

  • You have multiple programs running on your computer that are contending for the same networking resources required for the iom Driver and Wild Divine software to communicate properly.

  • The sensors themselves have a fault or are not operating properly (hardware issues).

In most cases, the error message regarding sensor connection is a result of system configuration issues or missing or misconfigured software components. Since replacing the finger sensors costs both time and money (if out of warranty), we want to make sure that is the core issue before replacing them and discovering the issues persists.

Please follow the steps below to best determine the root cause of the issue.

STEP 1 - BASIC HARDWARE CHECK

STEP 2 - iom DRIVER INSTALLATION

STEP 3 - ADOBE© FLASH PLAYER REQUIRED

STEP 4 - CHECK FIREWALL SETTINGS

STEP 5 - iom DEVICE STATUS CHECK

STEP 6 - STILL NOT WORKING

 

STEP 1 - BASIC HARDWARE CHECK

  1. Ensure all cable connections in the iom are seated tightly.

    1. Ensure that the cable with the USB connection is seated firmly in main unit of the iom hardware.

    2. Ensure that the cable with the three finger sensors is seated firmly in the main unit of the iom hardware.

    3. Ensure that the USB cable is plugged firmly and directly into your computer’s USB port. NOTE: Do not plug into a USB hub as the iom will not work properly in this configuration.

  2. Make sure you have the sensors on properly. Please see picture below. The sensors are intended to be worn so that the heartrate/middle sensor (marked with a golden dot) is worn on your middle/index finger and the other two sensors (skin conductivity) are worn on either finger adjacent to your index finger.

iom-hand.jpg

 

If these steps are completed, go ahead and check your sensors with your Wild Divine software. If issues persist proceed to “STEP 2 - iom DRIVER INSTALLATION”.

 

STEP 2  - iom DRIVER INSTALLATION

The iom Driver program is used to allow the iom or Lightstone sensors to connect with the Wild Divine software. If the iom Driver is NOT installed on your system or if you are not sure if the iom Driver is installed on your system, simply install/reinstall again using the appropriate link below:

PC USERS - http://wd-web.s3.amazonaws.com/iomDriverSetup.msi

Mac USERS - http://wd-web.s3.amazonaws.com/iomDriver.zip

IDicon.jpg

When iom Driver is installed on your computer, it is also configured to start-up automatically each time you power on or restart your computer. When the program is not in use by the Wild Divine software it uses almost zero resources of your computer and has will not impact or slow down the processing of any of your other programs.

This program MUST be running in order for any Wild Divine software title to properly communicate with the sensors.

PC USERS

When the iom Driver is running on your computer you will see a small green butterfly icon in the right lower portion of your desktop in the “Notifications Area”. It will not show up in your Taskbar as a running program.

Mac USERS

When the iom Driver is running on your computer you will see a small green butterfly icon in the top “Status Menu” in the upper right portion of your desktop. It will also show up in your “Dock”.

 

IMPORTANT! USERS OF MAC OS X 10.9 or ABOVE

A new setting was introduced in OS X 10.9 called App Nap. This needs to be turned off on the iom Driver for it to operate properly.

1.  if the iom Driver is running, close the application by selecting Quit  on the pull down menu of the IOM Driver (green butterfly) up in the menu bar.

2.  Go to the Applications folder

3.  Select the IOM Driver application and press command + i on your keyboard for Get Info or control-click to get the contextual menu where you can select Get Info.  You should see this picture below on the left hand side of your screen.

getinfo.png

4.  Select Prevent App Nap, and close the window.

5. Start the iom Driver. At this point it should function as expected.

 

STEP 3 - ADOBE© FLASH PLAYER REQUIRED

The iom Driver requires that Adobe © Flash Player be installed on your computer in order for it to communicate with the Wild Divine software. This is available from Adobe © FREE of charge and easily downloadable from any PC or Mac computer browser. We strongly suggest you go ahead and follow the directions below (based upon your computer platform) and download and install the browser even if you believe it to be installed.

Downloading and overwriting any existing Flash Player will have NO negative consequences and will ensure that you have the most current and proper version on your computer.

PC USERS

1. Open your computer’s Internet browser.

2. Navigate to http://get.adobe.com/flashplayer/otherversions

3. Once there please select your operating system from the Step 1 drop down box and then select "FP 15 for Firefox - NPAPI" in Step 2.

4. Select “DOWNLOAD NOW” to download the Flash Player installer.

5. Follow the onscreen instructions to complete the installation process. This may include some prompts or questions from your security software.

 

Mac USERS

1. Open your computer’s Internet browser.

2. Navigate to http://get.adobe.com/flashplayer/otherversions

3. Once there please select your operating system from the Step 1 drop down box and then select "FP 15 Mac for Safari and Firefox - NPAPI" in Step 2.

4. Select “DOWNLOAD NOW” to download the Flash Player installer.

5. Follow the onscreen instructions to complete the installation process. This may include some prompts or questions from your security software.

 

Once these steps have been completed, please reopen your Wild Divine software and see if it is able to properly connect to the sensors. If all OK, you have resolved you iom connection issues.

PC USERS - If issues still persist and your iom is not connecting to the Wild Divine software, please do the following steps to ensure that there are not multiple iOM Driver processes running on your computer.

  • Check the system tray/notification area in bottom right corner of Windows desktop for the iOM Driver (GREEN BUTTERFLY)

  • If it is not showing then select “Show hidden icons” (an upward pointing triangle) in your system tray/notification.

  • If there are multiple iOM Driver icons you will need to stop all but one of them.

  • Right-Click the extra IOM Driver icon(s) and select “Quit” to stop them.

  • When this is complete please try connecting to the Wild Divine software again.

  • If issues persists in connecting iom sensors to Wild Divine Software, proceed to “STEP 4 - CHECK FIREWALL SETTINGS”

Mac USERS - If issues persists in connecting iom sensors to Wild Divine Software, proceed to “STEP 4 - CHECK FIREWALL SETTINGS”

 

STEP 4 - CHECK FIREWALL SETTINGS

Check to make sure that your firewall software on your computer is NOT blocking access to ports 8888 and 8887. To change your firewall settings, choose your platform/OS from the list below.

  • Click HERE for Windows 8 information

  • Click HERE for Windows 7 information

  • Click HERE for Windows Vista information

  • Click HERE for Windows XP information

  • Click HERE for Mac OS X information

  • If you also use a Third-Party firewall or security package on your computer please refer to your manufacturer's website for further information.

If these changes have been made or your computer’s firewall is off and the iom connection issues persist, please proceed to “Step 5 - iom DEVICE STATUS CHECK”.

STEP 5 - iom DEVICE STATUS CHECK

The iom Driver has a built in diagnostic tool called “Device Status”. This feature allows you to check the sensor connection and their operability directly to the iom Driver without running any other Wild Divine software. The primary use of this is to determine if the iom sensors themselves are functioning and connecting properly to the system.

A. Choose your platform below and follow the steps to use the Device Status function:

PC USERS

  1. Check the system tray/notification area in bottom right corner of Windows desktop for the iOM Driver (GREEN BUTTERFLY)

  2. If it is not showing then select “Show hidden icons” (an upward pointing triangle) in your system tray/notification.

  3. If NO iom Driver is running please start one (and only one) by clicking on the iom Driver icon on your Desktop or from your programs list.

  4. When the iom Driver (green butterfly icon) is located in the Notifications area, right-click on it to reveal a drop-down context menu.

  5. Select “Device Status” from this drop down menu.

  6. This will open an new window on your Desktop labeled “Device Status”.

Mac USERS

  1. When the iom Driver is running on your computer you will see a small green butterfly icon in the “Status Menu” in the upper right portion of your desktop. It will also show up in your “Dock”.

  2. If no iom Driver is running go to Applications and double-click on the iom Driver application to start the program.

  3. Click on the green butterfly icon in the “Status Menu” in the upper right portion of your desktop.

  4. Select “Show Device Status” from the drop down menu.

  5. This will open an new window on your Desktop labeled “Device Status”.

 

B. Once you have the Device status window open, make sure your sensors are plugged in properly and on your fingers properly and press “START”. See the picture below for examples of possible device status displays both good and bad.

 

Important Troubleshooting Values

  • HB (Heartbeat) - Shows consistent rate and normal values for you. Indicates HR sensor working properly.

  • SF (Skin Conductivity Level) -  Good values are 1.0 and above. You may require lotion on your fingers or warming your hands up if <1.0.

  • Red waveform - indicates HR activity.

 

Ex. 1 - Sensors Working Properly

ds-good.jpg

All values (HR, SF and Re Waveform) indicate sensors functioning properly.

 

Ex. 2 - No SCL Reading

ds-no-scl.jpg

SF value is zero or near zero all the time.This is an indicator that the SCL sensors are no longer functioning properly and finger sensors need to be replaced.

 

Ex. 3 - No Heart Rate Reading

ds-no-hr.jpg

HB value is zero or negative number. SF reading is within normal readings. This is an indicator that the HR sensor is no longer functioning properly and finger sensors need to be replaced.

 

Ex. 4 0 No SCL or HR Reading

ds-no-hr-no-scl-2.jpg

HR and SF are either 0 or you see crazy spikes or false readings occasionally. This indicates finger sensors need to be replaced.

 

Ex. 5 - Sensors not connecting or plugged in properly

device-status-1.jpg

When you press START and no readings occur at all this indicates one of the following:

a. Sensors are either not connected properly (see “BASIC HARDWARE CHECK”).

b. Your computer firewall settings are blocking the TCP/IP ports required to communicate with the iom Driver.

c. Another program is running on your computer that is blocking the TCP/IP ports required to communicate with the iom Driver. One known cause of this the Carbonite backup program.

d. Sensors have failed and need to be replaced/repaired.


STEP 6 - STILL NOT WORKING

If you have done all proceeding steps in this Troubleshooting guide and errors are occurring while running the Device Status test or you are still having issues getting the iom to connect while using the Wild Divine software, please contact us at helpdesk@wilddivine.com so that we may discuss next best options for resolving the issue with you.

 

NOTE: Wild Divine offers replacement finger sensors for the iom hardware (just the cable and three finger sensors part of the iom). We no longer stock replacement parts for Lightstone but do offer a discount to Lightstone owners if they would like to upgrade or have an un-working Lightstone.

 

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