Spark is now live on Indiegogo!

Having trouble with your Spark? See below for some quick fixes to common hangups. 

My package has not arrived yet
  1. USA shipping is 2-4 days.
  2. International shipping is 4-6 days, though times may vary with customs.
  3. If your package has been stuck in the same location for longer than the above stated times, please contact us. 
  4. Tracking: If you have not received a tracking number for your shipment please contact us.
Camera is not taking photos
  1. Is the camera in manual focus? Sometimes the autofocus takes too long and the shutter will not release.
  2. Increase the Hold Time in your settings. The "Hold Time" is the same thing as holding the shutter button down for longer with your finger. 
  3. Is your Spark app connected to Spark? If no, see Connection Problems in this list.
  4. Is your camera cable broken? You can test this by unplugging your camera cable from Spark and touching it to the Metal hot shoe on your camera. If a photo is triggered, your cable is working fine. If a photo is not triggered, then something may be wrong with your Spark. Please contact us. 
IR Triggering
  1. Make sure that your camera is set to remote triggering mode. You can make this change by adjusting the drive mode of your camera.
  2. If you don't know how to change the drive mode on your camera, search on Youtube for a camera specific tutorial like this: "Nikon D5500 Drive Mode". The top result will usually do the trick.
  3. The last thing to test is proximity. If you are unable to trigger your camera you may need to move closer to it. Line of sight with the sensor is crucial and the IR range is up to 30 feet but shorter for some cameras.
Proper Setup For Troubleshooting

The First things to try or know that will most likely solve your issue or will help our team better support you via email:

  1. Make sure your camera and lens are both set to 'M-Manual'. Turn remote control on in your camera settings (if applicable).
  2. If you are having Bluetooth problems it helps to reset the bluetooth data cache if there are connection issues. Best 3 ways to do this: 1: fully close and restart the app and power toggle your Spark/camera. 2: Turn your bluetooth on/off. 3: 'Forget' Pulse in your phone's Bluetooth settings. Spark pairs automatically in the app. For more information on this last tip, see below under 'Connection Issues.'
Submit a Bug Report in the App

The Spark App has a bug reporting feature that allows you to run through the issue you're having in the App, and submit the resulting code directly to our Engineers! Follow the directions below to submit a report so our Engineers can fix the issue.

    1. Recreate whatever issue you were having in the app.
    2. Open Settings in the Main Menu.
    3. Click Submit a Bug.
    4. Enter your information so we can contact you for follow up. Our engineers will take a look at the resulting code. 

    Connection Issues
    • First, make sure your phone's Bluetooth is turned on.
    • Then fully close the Spark App. Android: do this in your phone's settings. iOS: double tap the home button and swipe up on the Pulse App.
    • Unplug your Spark from your camera
    • Now reopen the app and connect your Spark to your camera
    • If Spark is still not connecting, go to the 'Devices' page in the Spark App. With your finger, swipe down to refresh and search for your Spark. 
    • Check to see if there are any other Bluetooth devices nearby interrupting connection with Spark and your camera. You may be connected to another device which is blocking your connection to Spark.

    Camera Triggering
    • Enable your camera for 'Remote Control'
    • Set your camera and lens to 'M-Manual'
    • Make sure your camera is connected securely to Spark with the trigger cable
    • Make sure you have a Bluetooth connection in the Spark App (you'll also see the BT icon highlighted in white on the top menu of your smartphone)
    • Make sure you are within 100 feet of Spark and your camera
    Long Exposure
    • Make sure your trigger cable is secure between Spark and your camera. Spark is holding your shutter open, and needs to maintain a reliable connection.
    • Give your camera time to save the image between long exposures. You may experience delays if you attempt to trigger long exposures before your camera has saved the previous image.
    Bulb Ramping Time Lapse
    • Your Spark does not need to maintain connection to the App to carry out the uploaded Bulb Ramp time lapse. Once started you can close your phone and Spark will continue until the time lapse is finished.
    • Shutter speed is limited by the speed of your camera. While there is some variation (more expensive cameras are often faster) most cameras cannot handle shutter speeds shorter than 1/10 second while in Bulb Mode. 
    • Consider your shutter speed when deciding your timelapse interval. If your finishing exposure is 30 seconds long, a 20 second interval will not work. When deciding your interval, we recommend adding 5 seconds to your longest shutter speed to give your camera time to save.
    Battery
    • Spark's battery will last for over 2000 hours of use, which for most users will be 5-10 years.
    • If your battery stops working within the first 3 years of use, we'll replace it for free. Just shoot us an email and we'll get it taken care of.

     

     

    Still stuck? Shoot us an email. We're here to help.