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In 9 out of 10 times, the problem can be solved in a matter of seconds if you consult our list of ‘frequently asked questions’ for help. You can find the list further bellow on the page.

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Frequently asked questions

The projector will not turn on

The on/off-button has been pressed multiple times. Only press the on/off-button once as the projector takes 30 seconds to start up.

Blue screen

If your floor shows a ‘blue screen’, it is likely that it is because of one of the two following errors:

Wrong HDMI input. Press the HDMI input button on the remote control to choose the correct input.
The computer is turned off. This can be because of a Windows update or because the computer has been turned off manually. You turn on the computer via the on/off-button on the computer. The on/off-button of the computer is located on the bottom of the ActiveFloor installation box.

The touch function on the floor does not work

If the touch on the floor does not work then the floor needs to be calibrated. See how easily you can calibrate your floor right here >>>>

If this does not solve the problem, please call the ActiveFloor support at +45 31 700 729.

Interruptions on the floor (ghosts)

Your ActiveFloor activates buttons on its own or it is having difficulties registering your activity. This can be caused by one of these two main reasons:

The itsy bitsy spider has chosen to pay a visit to the sensory camera of your ActiveFloor. Please clean around the camera carefully.
The sensory camera has been disturbed. This can be caused by hits or vibrations. Please call the ActiveFloor support at +45 31 700 729. Via our remote support, we are going to calibrate your floor, so you can be on your way quickly.

The projector turns off after 15 minutes

Usually, this is because the lamp of the projector has to be changed. Please call the ActiveFloor support at +45 31 700 729, so we can book a time for a lamp change.

How to calibrate my ActiveFloor

Do you need help to calibrate your floor? No worries! It is super easy. We have made a users guide and a video tutorial that will guide you through the calibration – step by step.

There are two different ways to calibrate which depends on the model you have. Find the calibration video and user guide right here >>>

How does the subscription work? Who sets it up?

The license subscription gets crafted from the information we get from invoices created by the person which acquired the sale.

When does my software subscription (license) start?

When the unit has been installed your license gets activated and is ready to use.

Why can I still hear games being played when the projector is off?

While the projector may be OFF, the integrated computer in the ActiveFloor remains on for remote support and regular firmware updates. Remember to lock the floor before turning off the projector which prevents games from being played.

Close any running game with the “X”-menu
Lock the menu with the padlock icon in the “slide-up” on the first page of the menu.
Then turn off the projector with the remote.

Why can’t I move beyond the EULA page? I have accepted the MyFloor license agreement. How do I proceed?

Before MyFloor will allow you to move on from the “first visit” page you must do 2 things.

Accept the EULA.
Create your profile (First name as minimum) you can do this by clicking the “Create my profile” button or the little arrow in the top right corner and then “edit profile”.

I am adding audio to my games. What audio format is required?

We currently support .mp3 and .wav files for all templates except Sakura which only supports wav. We recommend that you use your favorite audio converter for any other formats.

My ActiveFloor is not responding to my feet. How do I re-calibrate?

See CALIBRATION TUTORIAL >>>

How much space is needed around the vinyl floor to calibrate the Mobile Cart?

Remove all objects and people from the floor and make sure you have at least 1 m / 3 ft free space around the floor image.

Is it necessary to use the vinyl floor mat?

That depends on the existing flooring. The vinyl floor we provide gives you a clean surface for proper projection and designates a play area. If the existing flooring is a solid, light colored surface, projected images may be easily seen on the floor without the added vinyl floor mat.

How are software updates handled?

Regarding updates to ActiveFloor software.

This will update automatically when the menu-program is running. No user interaction required.

There is a single exception to this which is the menu-program itself, this will require a restart of the program(not the computer) to be applied.

The menu program restarts automatically everyday between 24:00 and 01:00 (around midnight). This means that updates to the menu-program will automatically work the next day after we release.

Note: for the mobile units, this will result in the menu software risking to lag a bit behind because it will usually be offline and off when not in use.

What is the ideal ceiling height?

The ideal ceiling height varies by model and there are different mounting options for ceiling installations. Generally speaking, the ideal ceiling height is 2.4m (8ft) to 3.2m (10.5ft).

Our Information Security department has asked for security documentation around Active Floor Pro2 system including any penetration test results. Can you please contact Active Floor and request this information for us?

The system comes pre-installed with windows 10 and windows defender. The customer is free to install and run any security-software that they wish to.

Will SPORTsWall work on cinder block walls?

It will work on cinder block. The lines will be visible on the image but should not be too disruptive. The touch function will work fine on either surface. Of course, best overall performance will be on a matte white wall.

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