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Purple SmartVP Troubleshooting

How to fix common issues with your Purple SmartVP.

Unstable Mount

Your SmartVP is unstable or falls off of your computer.

SmartVP not properly mounted

The mount has an inch-long plastic flap on the side. Open the flap away from the mount to allow the mount to slide forward and backwards. Place the mount on your monitor with the plastic lip hooked over the front of your monitor. Slide the rubber portion of the mount towards the monitor until it is pressed snugly against the monitor and close the plastic side flap to lock the mount in place.

Faulty Lighting

The light(s) on the side of the SmartVP do not turn on.

The top section is not plugged in

Check to make sure that the USB cord that connects the top section to the device is properly plugged in. If it is not plug it in and check to see if the lights and LED display flash when connected.

Defective USB Flashers

Remove the screws on the back of the device holding the top section and pull back to remove the unit containing the lights and LED display. Try plugging the top part of your SmartVP into a computer via USB. If the light(s) does not flash but the LED display comes on then it may be because of defective flashers. Inspect the lights by removing the clear plastic cover over the lights by pushing on the tab underneath them and pulling up on it. If the lights look like they are damaged in any way they will need to be replaced. Please refer to this guide on how to replace the flasher lights.

Speakers not Producing any Sound

The device’s speaker(s) does not produce any sound.

The SmartVP is muted

Check to make sure your SmartVP is not muted and that the device is properly plugged in. Try using the remote to mute and unmute the device and increase the volume.

The Audio Drivers are corrupted

Every now and then audio drivers and other similar files can be corrupted in electrical devices. Try factory resetting your SmartVP and rebooting the device. This should reinstall the audio drivers. Try using the device now and test to see if the speakers produce any sound.

The Speakers wiring is frayed or disconnected

Remove the top section of the device and unscrew the 4 screws holding the main section together. Gently pull apart the device from the middle and inspect the wiring that runs from the speakers (it should appear as a series of 2 black and white wires twisted together) to the 12 pin connected on the circuit board. If the wires are not connected or they are damaged please refer to this guide on how to replace your speakers wiring.

The Camera will not take Pictures/ Video

The device’s camera will not take pictures or record videos.

The Camera is Disconnected

Remove the screws on the back of the bottom section of the device. Carefully examine the ribbon on the underside of the motherboard connecting to the camera and make sure it is firmly connected to the motherboard.

The Camera shutter will not open

Remove the screws on the back of the bottom section of the device. Take out the plastic shutter unit in front of the camera. If this piece is dirty, clean it with soap and water but be sure to let it dry completely before replacing it in your device.

The LED displays will not turn on

The LED light(s) on the top front of the SmartVP do not turn on.

The top section is not plugged in

Check to make sure that the USB cord that connects the top section to the device is properly plugged in. If it is not plug it in and check to see if the lights and LED display flash when connected.

Defective LED lights

Remove the screws on the back of the device holding the top section and pull back to remove the unit containing the lights and LED display. Try plugging the top part of your SmartVP into a computer via USB. If the flasher lights flash but the LED display does not come on then it may be because of defective LED lights. Inspect the LED lights by removing the small phillips head screws underneath the device. Then remove the bottom part and inspect the LED lights. If If the lights look like they are damaged in any way they will need to be replaced. Please refer to this guide on how to replace the LED lights.

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