Troubleshooting

(Windows) Audio device disconnects or stops working after inactivity within Smaart

Audio device disconnects or stops working after inactivity within Smaart ------------------------- We have been noticing issues on Windows (mainly 11, but can apply to 10) where the audio interface connected to Smaart disconnects or stops working after inactivity. We've attributed this behavior to a hidden power management feature for USB ports that may not be affected by Power Settings. Click here to learn more on optimizing your device's power settings when using Smaart over long periods o...

How to identify DirectX Feature Level on your computer system

How to identify DirectX Feature Level on your computer system ------------------------- Before installing Smaart, it's best to confirm what level of DirectX your system supports. If you computer does not meet the minimum system requirements (https://support.rationalacoustics.com/161033-What-are-the-system-requirements-for-Smaart), you may end up with an error message like this: Otherwise, Smaart may experience rendering issues or not even open at all and crash when opening the program fo...

Smaart won't open/crashes at startup

Smaart won't open/crashes at startup ------------------------- There are a couple reasons why Smaart would fail to open. Licensing problems produce specific Error Codes (523, 509, etc) and usually say "Please Contact Customer Support". Please visit this support knowledgebase section (https://support.rationalacoustics.com/531996-Errors-Error-XXX) for more information. The main reason we have seen Smaart crash immediately after installation is that the device does not meet the minimum sy...

Smaart not opening or functioning properly on macOS

Smaart not opening or functioning properly on macOS ------------------------- Please note: This following issues have been seen mainly on macOS Mojave (10.14) and Catalina (10.15) but can occur on Big Sur (11) and Monterey (12). For permission issues regarding Windows devices, please email us at support@rationalacoustics.com (mailto:support@rationalacoustics.com) for further assistance. If Smaart is asking for activation after updating/upgrading, and you are receiving an error message (such ...

Tips for using Smaart continuously

Tips for using Smaart continuously ------------------------- *This article affects all versions and editions of Smaart* If you're using Smaart for an extended period of time without interacting with it, such as SPL monitoring an area over the course of a few days, it is important that the computer stays on and active. We have noticed various issue and crashes that can occur with Smaart whenever the device goes to a sleep or "hibernate" state. In general, please make sure that your device do...

"Subscription Grace Period In Progress" Message

"Subscription Grace Period" Message ------------------------- Note: This error only occurs with subscription-based licenses When Smaart cannot connect to the licensing server to verify if the subscription is active or not, it will go into a 5-day "grace period". Smaart will remain active for these 5 days, however it will become suspended if it cannot connect to the internet after the "grace period" ends. To resolve this, simply connect your device to the internet and restart Sma...

Smaart won't recognize my audio device

Smaart won't recognize my audio device (For Smaart Suite, RT, LE, and SPL only) ------------------------- This article is for troubleshooting audio devices with Smaart. This extends to all editions of the Smaart 9 platform (Suite, RT, LE, and SPL), however some visuals and features may vary.*1 When having audio device issues with Smaart, is it incredibly important to start at the source and work your way to Smaart, as 99% of the time it's not even an issue with Smaart to begin with! The f...

(Windows Only) Cannot drag Smaart window to second monitor

Cannot drag Smaart window to second monitor ------------------------- Windows has a feature called "Snap" (https://support.microsoft.com/en-us/windows/snap-your-windows-885a9b1e-a983-a3b1-16cd-c531795e6241) that allows users to drag a program window to a specific spot on the screen, causing it to resize relative to where it was dragged. This can be an issue when trying to move the Smaart window from one monitor to another as Snap functions on the border of the screen. To disable Snap, ri...

On-Screen keyboard keeps appearing

On-Screen keyboard keeps appearing ------------------------- If Smaart keeps displaying a keyboard on-screen every time you click a text field, it is due to the tablet keyboard service on some Windows computers. In order to stop this from happening automatically, you will need to disable the Touch Keyboard and Handwriting service: - To get to this dialog, click "Start"->"Windows Administrative Tools"->"Services", or press "Windows Key"+"R" and type "services.msc" - In th...

What to do when Smaart keeps crashing

What to do when Smaart keeps crashing ------------------------- Crashes can be difficult to track down unless we can reproduce the crash here at Rational, or we have a dump/report generated by your operating system. If you’re willing to take a few extra steps (especially if you’re a Windows user) to help us identify a crash, please follow the instructions below to find the dump/report that we need. Important: Due to the higher system requirements of the new Smaart 9 Platform, please make su...

Blue screen of death (BSOD)

Blue screen of death (BSOD) ------------------------- The Windows "stop error", more commonly known as the Blue Screen of Death (BSOD), is caused by serious problems with the software or hardware of your computer. Computers running Smaart are just as susceptible to hardware problems as any other computer, but BSODs encountered while running Smaart are almost always caused by faulty or corrupt audio device drivers. Smaart never interacts with the system at the kernel level, so it is extreme...