Golf Simulator Support

SO THAT WE MAY BETTER ASSIST YOU, PLEASE CHECK THE FOLLOWING BEFORE CONTACTING CUSTOMER SUPPORT.

Do you have all the latest Windows Updates?

Do you have the latest version of E6Golf?

Having most recent version of E6Golf can fix issues you may be having. The latest E6Golf Update can be downloaded from the E6Golf Support Page.

Does your tracking system work independent of E6Golf?

Update any firmware, drivers or software for your tracking device. Contact the manufacture for more details.

Using your device’s software, test to see if shots are registering outside of the E6Golf software.

Is your green USB software protection dongle plugged into the PC?

software protection dongle (commonly known as a dongle or key) is an electronic copy protection and content protection device which, when attached to a computer, unlocks software functionality or decodes content. This is required to run E6Golf.

Do you need a Golf Simulator Installation manual?

Vista Setup Manuals

VISTA 12 & 10

VISTA 8

PRESTIGE

PRO/PERSONAL

Golf Simulator Setup Videos

Vista Golf Simulator Setup Videos

For Vista Setup Videos visit: https://trugolf.com/vista-setup

Prestige Golf Simulator Setup Videos

Video 1 Covers: Turf Placement, Prestige Frame Assembly, Skinning the Frame, Wiring the Acoustic Sensors, Brim and Valence, Acoustic Sensor Placement, Side Netting Assembly, Setting up the screen,Hitting Mat and Stance Area Set-Up, and Additional Cabling

Video 2 Covers: Hitting Mat Power,HDMI to Projector wiring, Power to Projector wiring, Hitting Mat Power wiring, Hitting Mat Serial Cable wiring, and Hitting Mat Acoustic Sensors wiring.

Video 3 Covers: Adjusting the Projector, Installing the Projector Plate, and Duplicating the Desktop to the Projector.

Video 4 Covers: Computer and Monitor cabling, Don’t forget the Security Dongle, and Adjusting the Overhead Light.

Personal & Pro Golf Simulator Setup Videos

FlightScope Setup Video

Trackman Setup Video

Troubleshooting

Golf Simulator Maintenance

How do I trim the turf from around the club sensors?

To trim matted down turf, simply use a sharp pair of scissors and cut away matted turf at an angle as shown below. Once holes are trimmed, clear any remaining debris using a vacuum.

Golf SImulator Maintenance

DO NOT TRIM MAT if you have a Fiberbuilt Hitting Mat. This comes most commonly with the TruTrack 2 and TruFlight Tracking Systems by TruGolf.

What light bulb should I get for the overhead light on my simulator?

All our Golf Simulators require the same type of light bulb or equivalent: United States & Canada (120v) Philips EcoVantage 53-Watt PAR30L Dimmable Spot light light bulb.

This light bulb can be purchased at your local home improvement store or here on our website:

https://trugolf.com/shop/product/replacement-light-bulb/

International (240v) Sylvania Hi Spot 95 75w Spot 10° Can be purchased locally or at these online retailers.

Lightbulbs2u

Amazon UK

IMPORTANT – Lightbulbs must be SPOT light and not a flood light.

PAR30 Light Bulb

What is the spray bottle of green liquid?

The spray bottle of green liquid is ElectraSolve. It stops static and the problems it can cause with it’s long lasting high performance proprietary antistatic additives.

Static Spray

When to use the ElectraSolve Static Spray

If you have flickering sensors, or notice that your simulator will work after you let it sit for about 10 minutes.  This is a sign of the presence of static electricity.  Static will cause the microphones to “pop” and/or flickering sensors, causing shots not to register.  On some occasions the microphones may need to be replaced.

To fix static related issues we recommend:

  1. Disconnecting the microphones from the green circuit board. This allows static to dissipate. Leave disconnected for at least 30 minutes.
  2. Spray anti-static spray (ElectraSolve) on the hitting mat and on surrounding turf until slightly moist.
  3. Spray around all the microphones, avoiding direct contact. (Avoid touching the microphones with your fingers or with metal clubs, as they may have an electric charge that can cause damage to the microphone.)
  4. Allow to dry before walking or hitting balls.
  5. Reapply as needed.

Caution! May cause eye or skin irritation.

Tracking System Troubleshooting

No TruTrac system was found.

No TruTrac System was found. Please make sure the system is plugged in and restart E6Golf.

no trutrac system found

Step 1 – Disconnect the USB to Serial adapter from the PC
(USB to Serial adapter connects the TruTrac Sensors to the PC).

Step 2 -Reboot the PC

Step 3 – Once PC has rebooted reconnect the USB to Serial adapter.

Step 4 – Wait until the PC has finished installing the “New found device” and launch E6Golf.

Alternate Solution

Step 1 – Click START MENU Button in Windows > Right Click COMPUTER > Select MANAGE. Select DEVICE MANAGER (Top of Left Column) Select PORTS (COM & LPT) >

Step 2 – Right click the USB to Serial Adapter > Select UNINSTALL.

Step 3 – Disconnect the USB to Serial adapter from the PC
(USB to Serial adapter connects the TruTrac Sensors to the PC).

Step 4 – Reboot the PC

Step 5 – Once PC has rebooted reconnect the USB to Serial adapter.

Step 6 – Wait until the PC has finished installing the “New found device” and launch E6Golf.

How do I resolve the COM3 Port conflict?

Error: Error opening device” The port “COM3” does not exist. Initializing FormDiagnosticOptical couldn’t set diagnostics processor RTS enable. Initializing FormDiagnosticOptical could not write to Diagnostics Processor Port COM3.

Click START MENU Button in Windows > Right Click COMPUTER > Select MANAGE Com3_Error04

Select DEVICE MANAGER (Top of Left Column) Select PORTS (COM & LPT) > Double Click ATEN USB to Serial Bridge (COM#) Com3_Error05

Select PORT SETTINGS TAB > Click ADVANCED Com3_Error07

Set COM Port Number = COM3 > Click OK. Ignore any warnings and make the change. Com3_Error08

Close the open windows to return to the DEVICE MANAGER, verify your changes under PORTS. If the problems persists, reboot yor computer and verify the PORT SETTING you have made, then contact Customer Support to set up a remote session to further assist you.

What do I do when the simulator stops registering shots?

Step 1 – Make sure overhead light is on and shining over the sensors.
Step 2 – If E6Golf is running Exit and Restart E6Golf. In the process of Exiting  or after Launching E6Golf if a TruTrac Dialogue window appears (“TruTrac golf club sensors are completely covered or the overhead light is not turned on. Please refer to the manual for more information.”) Select OK. Check for any sensors that are being blocked these will be highlighted in red.

optical_sensor

Step 3 – Clear any debris from sensors. Over time turf may become matted down, trim turf around the affected sensors (see Trimming Turf section). Adjust overhead light until all sensors are working correctly.
Step 4 – If all sensors are clear and working, Launch Practice Area and then select DRIVING RANGE to hit a few test shots. If still not registering shots continue to the next step.
Step 5 – Exit E6Golf. Double Click the SIM ACOUSTIC shortcut on the Desktop. Test each microphone by clapping about 1 foot away from each microphone. If one or more microphone sensors are non-responsive check the connections on the microphone and then on the sensor board to make sure they are all tightly connected. Each connection should be joined together and then tightened with a half twist.
Step 6 – Power cycle the sensor board: (usb) unplugging the usb from the board and plug it back in or (serial) unplug the power supply from the board and then plug it back in.
Step 7 – Launch E6Golf and then Launch the Practice Area > select DRIVING RANGE to hit a few test shots. If still not registering shots contact Customer Support.

Why do some putts read as a chip?

Step 1-  Putter club head must pass over all three rows of sensors

Step 2- Make sure you are NOT casting a shadow over the sensors except by your putter, if so check that your overhead light is positioned properly.

Step 3- Room lights can cause issues with the tracking system. Dimming or turning off lights may help with putting issues.

What video ports do I use?

Most computers come with motherboards equipped with on-board video ports. These video ports work great for everyday application use, however, they are not powerful enough to run E6Golf.  NVIDIA® graphic cards are incorporated into each of our computer systems.

The image below will help you connect the monitor and projector to the correct video ports. This will also allow you to properly clone the video output to both monitor and projector.

Display Troubleshooting

How to duplicate the displays.

  1. Right click on the windows desktop and then click on screen resolution
  2. In the new window under multiple displays, if using win 7 select duplicate these displays or if using win XP select clone these displays.
  3. The screen will refresh and show a preview of the new settings. Click on keep changes and then ok.

duplicate-displays

For more assistance view the Prestige Golf Simulator Setup Video #3 below.

Icons and/or tabs are not functioning properly

This is a common issue and is caused by a screen resolution change after Windows Update is run. Simply set the screen resolution to the correct setting.

  • Technique Personal – 1024×768
  • Technique Professional – 1024×768
  • Technique Prestige – 1400×1050
  • Newport – 1024×768

Step 1- Right click on the desktop
Step 2- Select SCREEN RESOLUTION
Step 3- Use the RESOLUTION drop down menu to select the appropriate setting. (See below)

Other Troubleshooting

Error "Hardware dongle not found. E6Golf will now Exit."

Step 1 – Click the START Menu > DEVICES and PRINTER. Select “USB Dongle – Software Protection Device”.

Step 2 – If there is a Yellow Error indicator Icon Right Click and Select TROUBLESHOOT. If USB Dongle – Software Protection Device is not present or Troubleshoot didn’t work remove dongle. Step 3 – Run Driver Installation by following the below instructions. *Do not have dongle plugged in at this point*

  1. RIGHT CLICK on the E6Golf Icon and choose properties.
  2. Select  “OPEN FILE LOCATION” or “FIND TARGET” this will take you to C:\Program Files\TruGolf\E6 Golf
  3. Double click on the DONGLEINSTALL.EXE
  4. User Account Control > CLICK YES
  5. Check the box next to KEYLOK 2 (USB w/Driver) > click BEGIN INSTALL.
  6. Insert the USB Dongle into any of the available USB slots. When the Found New Hardware Wizard Dialog window opens select “Install the software automatically (Recommended).” Click NEXT.
  7. Once Installation is complete click FINISH.

Boot Device not found

If you are prompted to select a proper boot device from this window, scroll down to “Enter Set up” and skip to step 3.

  1. press F12 repeatedly as the computer restarts
  2. Scroll over to bios features using arrow keys and press enter.
  3. Arrow down to Boot Option #1 and press enter.
  4. Arrow down to select Windows, C: drive, or Asus as boot manager, press enter to select.
  5. Arrow to the right to select Save and Exit.

Warranty

Limited Warranty

 TRUGOLF LIMITED WARRANTY

The Limited Warranty offered by TRUGOLF Inc. covers defects in materials or workmanship in new TRUGOLF products. This warranty is non-transferable and extends to the original purchaser only. Only consumers purchasing TRUGOLF products from authorized TRUGOLF retailers or through TRUGOLF Inc. may obtain coverage under our limited warranty.

 What is Covered?

TRUGOLF Inc. warrants the hardware products and accessories (contained within the original purchase) against defects in materials and workmanship when used normally in accordance with the published guidelines. TRUGOLF’s published guidelines include but are not limited to information contained in technical specifications, user manuals and service communications. TRUGOLF will replace at no charge for parts only or, at its option, replace any product or part of the product that proves defective due to improper workmanship and/or material, under normal installation, use, service, and maintenance.

How Long Does Warranty Coverage Last?

Our warranty is for a period of ONE (1) YEAR from the documented date of purchase.

What is Not covered?

This Warranty does not apply to any non-TRUGOLF hardware products or software. TRUGOLF does not warrant that the operation of the TRUGOLF Product will be uninterrupted or error-free. TRUGOLF is not responsible for damage arising from failure to follow instructions relating to the product’s use.

This Warranty does not apply: (a) to consumable parts, such as high-impact projection screens, hitting mats, light bulbs or projector bulbs, unless failure has occurred due to a defect in materials or workmanship; (b) to cosmetic damage, including but not limited to scratches, dents and ball marks; (c) to damage caused by use with another product; (d) to damage caused by accident, abuse, misuse, liquid contact, fire, earthquake or other external cause; (e) to damage caused by operating the TRUGOLF Product outside TRUGOLF’s published guidelines; (f) to damage caused by service (including upgrades and expansions) performed by anyone who is not a representative of TRUGOLF or a TRUGOLF Authorized Service Provider; (g) to a TRUGOLF Product that has been modified to alter functionality or capability without the written permission of TRUGOLF; (h) to defects caused by normal wear and tear or otherwise due to the normal aging of the TRUGOLF Products. (i) TRUGOLF accepts no responsibility for any software programs, data or information stored on any media or any parts of any products returned for repair to TRUGOLF Inc. (j) All pre-installed software programs are licensed to customers under non-TRUGOLF software vendor’s terms and conditions provided with the packages. (k) This warranty does not cover any third party software or computer virus related problems. (l) TRUGOLF makes no warranty either expressed or implied regarding third-party (non-TRUGOLF) software.

How to Obtain Warranty Service?

To return a defective product, please contact our Customer Service Department for a Return Merchandise Authorization (RMA) Number and follow the Return of Products Instructions below. The RMA is valid for 10 days from date of issuance. Returns will not be accepted without an RMA Number.

RMA (Returning Merchandise Authorization) Policy:

If repairs are required, the customer must obtain a RMA number and provide proof of purchase. RMA and services are rendered by TRUGOLF only. Any shipping costs after 30 days (starting from the original date of purchase) on any item returned for repair is the customers’ responsibility. All returned parts must have a RMA Number written clearly on the outside of the package along with a letter detailing the problems and a copy of the original proof of purchase. No COD packages will be accepted. No package will be accepted without a RMA Number written on the outside of the package. RMA Numbers are only valid for 30 days from the date of issue.

Before receiving warranty service, TRUGOLF or its agents may require that you furnish proof of purchase details, respond to questions designed to assist with diagnosing potential issues, and follow TRUGOLF’s procedures for obtaining warranty service. If your computer needs to be serviced for warranty service you should maintain a separate backup copy of the contents of its storage media, remove all personal information that you want to protect, and disable all security passwords. TRUGOLF will not be responsible for lost software or data contained on any computer that needs service.

Please access and review the warranty resources described below before seeking warranty service. If the TRUGOLF Product is still not functioning properly after making use of these resources, please contact a TRUGOLF customer support representative. A TRUGOLF representative will help determine whether your TRUGOLF Product requires service and, if it does, will inform you how TRUGOLF will provide requisite services.

 Detailed information on obtaining warranty service is provided below:

(1)   Mail-In Service.

If TRUGOLF determines that your product is eligible for mail-in service, you will be required to pay for shipping the product to TRUGOLF. If all instructions are followed, TRUGOLF will pay for shipping back to your location via ground service. If you need the product shipped faster than the provided shipping method you will be required to pay the additional services.

(2)   Do-It-Yourself (DIY) Parts Service.

DIY parts service allows you to service your own TRUGOLF Product. If DIY parts service is available in the circumstances, the following process will apply.

(a)   Service in which TRUGOLF requires return of the replaced product or part. TRUGOLF may require a credit card authorization as security for the retail price of the replacement product or part and all applicable shipping costs. If you are unable to provide credit card authorization, DIY parts service may not be available to you and TRUGOLF will offer alternate arrangements for service. TRUGOLF will ship a replacement product or part to you with installation instructions (if applicable), and any requirements for the return of the replaced product or part. If all instructions are followed, TRUGOLF will cancel the credit card authorization, so you will not be charged for the product, part, and shipping to and from your location. If you fail to return the replaced product or part as instructed within a 30 day time frame or return a replaced product or part that is ineligible for service, we will charge your credit card for the authorized amount.

(b)   Service in which TRUGOLF does not require return of the replaced product or part. TRUGOLF will ship to you (free of charge) a replacement TRUGOLF Product or part accompanied by instructions on installation, if applicable, and any requirements for the disposal of the replaced TRUGOLF Product or part.

(c)   TRUGOLF is not responsible for any labor costs you incur relating to DIY parts service. Should you require further assistance, contact TRUGOLF at the telephone number listed below.

No Liability for Damages

TO THE MAIXMUM EXTENT PERMITTED BY APPLICABLE LAW, IN NO EVENT SHALL TRUGOLF OR ITS SUPPLIERS’ BE LIABLE FOR ANY DAMAGES WHATSOEVER (INCLUDING WITHOUT LIMITAITON, SPECIAL, INCIDENTAL, CONSEQUENTIAL, OR INDIRECT DAMAGES FOR PERSONAL INJURY, LOSS OF BUSINESS PROFITS, BUSINESS INTERRUPTION, LOSS OF BUSINESS INFORMATION, OR ANY OTHER PECUNIARY LOSS) ARISING OUT OF THE USE OF, OR INABILITY TO USE, THIS PRODUCT, EVEN IF THE COMPANY HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

Contact Customer Support

Live Support

Monday – Friday
9:00am – 5:00pm MST
Toll Free: 877-711-6691
Direct Line: 801-677-1123

ALL FIELDS REQUIRED

Your Name

Your Email

Phone Number

Location

Simulator Type

Simulator ID(Need Help?)

Software

Issue Description

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