APOGEE Ball Snap (How to Troubleshoot)
Issue: The laser stays on even though the ball is in the proper location after the APOGEE has been calibrated.
Ball Snap: Is a term to describe the the relationship between the laser disappearing when a ball is placed within the laser target on the turf.
Symptoms: The laser does not turn off when the ball is placed down. We might see reports where in E6Connect the ball is down but the yellow "not ready" is displayed (shots may or may not register). Other symptoms can include no ball detected but shots are registered or laser (ball snap was working) but suddenly stops.
Causes: This maybe caused with high gray scale values for the offset camera, the APOGEE is mounted too high or other external factors.
How to Troubleshoot:
Note: Always send in logs for issues, TruGolf uses these regularly to make improvements and to identify issues that cannot be resolved immediately through calibration.
- Identify the type of turf being used (Our Turf is PL307 country club elite).
- If the Turf is not ours, gather this information so we can add that to logs collected and report to developers.
- Make sure the hitting area is clean from debris.
- Identify the Mounting Height (it should be within the 9-10 ft.)
- Make sure when the calibration grid is placed on the turf that it is square to the screen.
- Identify any external lighting issues (Bright lights, Sunlight, etc.) dim or turn off as needed and test.
INTERNAL USE ONLY - Troubleshooting
If you have followed the steps above with the customer and are continuing to see the symptoms report, please:
- Recalibrate; but manually set Gain values (Trugolf Hardware Technicians only) and then test.
- Downgrade Apogee Firmware up to 2 version prior and test.
- If available, offer the opportunity to be a beta tester and test the latest QA build and Firmware.
You can find more information on how to locate the logs by checking out: Apogee How to Submit Logs to TruGolf
For more questions on how to identify the mounting height check out: How to Install/Mount APOGEE (Resellers/Self Installer)
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