ResponseLink and ResponsePad Troubleshooting

Background

If there is any issue with the ResponseLink and ResponsePads please follow these steps to troubleshoot the problem.

Test 1: Run a Poll Test

  1. Plug in your ResponseLink.
  2. Launch OMBEA Response.
  3. Click the ResponsePad button on the OMBEA Response ribbon.
  4. Select Poll Test at the bottom of the panel that opens up, then click Start.
  5. Press any numeric button on the ResponsePad. You should see the corresponding vote appear in the Poll Test panel. If you do not, check the items in the rest of this article.

Test 2: Channels

It’s possible that your ResponsePads are on a different channel to your receiver. This is easily fixed by synchronising the ResponsePads to the receiver’s channel, as follows:

  1. Ensure your ResponseLink is plugged in.
  2. Launch OMBEA Response.
  3. Click the ResponsePad button on the OMBEA Response ribbon.
  4. Select Synchronization at the bottom of the panel and click Start.
    1. ResponsePad Users: Hold down yellow button for approximately 5 seconds until the yellow LED on the ResponsePad starts flashing rapidly. It will then flash green to indicate a successful synchronization. Repeat for any other ResponsePads that need it.
    2. ResponsePad-X Users: Press the channel button on the ResponsePad-X (two arrows making a circle), scroll to AUTO mode, and press the blue tick. The ResponsePad-X will start scanning for the right channel and will confirm once it has synchronized successfully. Repeat for any other ResponsePads that need it.
  5. Double-check all is working as expected by running a Poll Test (described at the top of this article).

Test 3: USB Port and Cable

  1. You may have a faulty USB port or USB cable. First, plug the ResponseLink in to a different USB port from the one you first tried.
  2. Double-check all is working as expected by running a Poll Test (described at the top of this article).
  3. If this did not fix it, try a different USB cable.
  4. Double-check all is working as expected by running a Poll Test (described at the top of this article).
  5. If, during this test, you find the green light on the ResponseLink remains unlit, despite a different USB port or USB cable, please contact us as your ResponseLink may have developed a fault.
  6. If, however, the green light is lit and the problem is still there, move on to Test 4.

This step may require Administrator rights.

  1. Close OMBEA Response and open the Windows Device Manager from the Windows Control Panel.
  2. Expand the Universal Serial Bus Controllers Device Manager folder.
  3. If the ResponseLink driver is properly installed the ResponseLink connected to the USB port is listed as two devices, OMBEA USB Device A and OMBEA USB Device B. If both devices are listed, skip past this test.
  4. If none or only one of the two above devices are listed, the missing device(s) may be listed in the Device Manager Other devices folder as Unknown device. A yellow question mark is also displayed next to the device.
    1. Manually install the driver by right-clicking on the Unknown ResponseLink device in the Device Manager, click Update Driver in the context menu and then manually specify the folder of the ResponseLink driver package by browsing to it.
    2. The ResponseLink driver package folder name is “CDM20814_WHQL_Certified_OMBEA” and is located in the OMBEA Response installation folder (E.g, C:\Program Files\OMBEA\OMBEA Response\CDM20814_WHQL_Certified_OMBEA).
    3. If both devices were listed as “Unknown” make sure this is done for both devices.
  5. Double-check all is working as expected by running a Poll Test (described at the top of this article).

If you are still having problems

If you have reached this stage and are still having trouble, please try the ResponseLink and ResponsePads on a different computer.

If you still cannot get them to work, please contact us and we will help you from there.