HM | DC Troubleshooting Guide
HM | DC – Troubleshooting
Having trouble with HM | DC?
Occasionally, you may face some issues with your new system. Please see below discussions on how to fix certain problems.
Hornby will continue to improve upon the current system and have the ability to provide app and firmware updates to fix noticeable problems, please continue to support the new system by alerting Hornby to any issues faced.
My HM unit does not appear to be turned ‘ON’?
- Please check that the ‘Power LED’ is solid ‘RED’ on the HM6000 or HM6010.
- Please check that the correct power supply is used (P9100, P9101, P9102, P9603, P9300, P9301, P9302, P9303).
- Please check that the power supply is plugged in to the mains, plugged into the HM6000 or HM6010 and switched on at the wall.
...For further information, please follow the Quick Start Guides found here
My system does not appear to be ‘Connected’ and my locomotives or accessories do not function?
- Please check the ‘Bluetooth LED’ is on and either solid ‘BLUE’ or strobing ‘BLUE’.
- Please switch to ‘Standard BLE’ Bluetooth Mode within the ‘App Settings’ and test the HM | DC app connects to the HM6000 or HM6010.
...For further information, please follow ‘Connecting’ (Page 8) in the HM | DC - Instruction Manual found here
...For further information, please follow the ‘Provisioning’ (Page 7) or ‘Connecting’ (Page 8) in the HM | DC - Instruction Manual found here
...If trouble persists, please visit the Hornby YouTube channel to find tutorial videos, found here
- Please ensure that your HM6000 and HM6010 units are updated to the latest firmware.
...For further information, please follow ‘Firmware’ (Page 28) in the HM | DC - Instruction Manual found here
My HM | DC application is not responsive?
- Please ensure that all other apps are closed on your phone or tablet when starting the HM | DC app up.
- Please ensure that HM | DC is up to date and your phone or tablet is up to date with the latest version.
- Please ensure that your device has enough storage as this can reduce your phone or tablet’s performance.
- Please ensure that you are downloading HM | DC onto a phone or tablet that is no more than 5 years old.
- It is always advised to have a newer phone or tablet as this will boost performance of the HM | DC app, HM6000 and HM6010.
- Please ensure that your phone or tablet supports Bluetooth 4.0.
- Please ensure that your phone or tablet is updated to at least IOS 10 (Apple) or Version 8.0: Oreo (Android).
- Please ensure that your phone or tablet has at least 2GB RAM.
- It is advised to have a phone or tablet with at least 3GB RAM.
- Please close the application on your phone and tablet and reopen it. Please retest to see if application becomes responsive.
…If trouble persists, please uninstall the application and reinstall. (Please note that if any HM6000 or HM6010 devices are ‘Provisioned’ to your device, they will need to be deleted using the ‘Force Delete’ in the ‘Device Settings’). HM6000 and HM6010 units will need to be ‘Factory Reset’ using the ‘RESET’ button on the underside of the unit(s).
My HM | DC application stalls on the splash screen and won’t load?
- Please ensure that all other apps are closed on your phone or tablet when starting the HM | DC app up.
- Please ensure that HM | DC is up to date and your phone or tablet is up to date with the latest version.
- Please ensure that your device has enough storage as this can reduce your phone or tablet’s performance.
- Please ensure that you are downloading HM | DC onto a phone or tablet that is no more than 5 years old.
- It is always advised to have a newer phone or tablet as this will boost performance of the HM | DC app, HM6000 and HM6010.
- Please ensure that your phone or tablet supports Bluetooth 4.0.
- Please ensure that your phone or tablet is updated to at least IOS 10 (Apple) or Version 8.0: Oreo (Android).
- Please ensure that your phone or tablet has at least 2GB RAM.
- It is advised to have a phone or tablet with at least 3GB RAM.
My HM | DC Tutorial videos won’t load?
- Please ensure that your WIFI or phone/tablet internet is connected.
- Please ensure that HM | DC is up to date and your phone or tablet is up to date with the latest version.
- Please ensure that you have allowed for the videos to load onto the screen (10 seconds max).
...If trouble persists, please visit the Hornby Youtube channel to find tutorial videos, found here
My HM | DC application won’t connect to the HM6000 or HM6010?
- Please switch to ‘Standard BLE’ Bluetooth Mode within the ‘App Settings’ and test the HM | DC app connects to the HM6000 or HM6010.
...For further information, please follow ‘Connecting’ (Page 8) in the HM | DC - Instruction Manual found here
- Please ensure that HM | DC is up to date and your phone or tablet is up to date with the latest version.
- Please ensure that you are downloading HM | DC onto a phone or tablet that is no more than 5 years old.
- It is always advised to have a newer phone or tablet as this will boost performance of the HM | DC app, HM6000 and HM6010.
- Please ensure that your phone or tablet supports Bluetooth 4.0.
- Please ensure that your phone or tablet is updated to at least IOS 10 (Apple) or Version 8.0: Oreo (Android).
- Please ensure that your phone or tablet has at least 2GB RAM.
- It is advised to have a phone or tablet with at least 3GB RAM.
- Please ensure that Bluetooth is turned ‘ON’ on your phone or tablet. Please seek your phone or tablets instructions on how to do this:
- Please ensure that you have allowed access/permission for HM | DC to use Bluetooth.
- Please ensure that your HM6000 or HM6010 is turned ON and the ‘Power LED’ is solid ‘RED’.
- Please ensure that no other phones or tablets are provisioned or connected to the HM6000 or HM6010.
- Please ensure that your HM6000 or HM6010 is in range of your phone or tablet.
- It is advised to be within 10M; HM | DC has been tested up to 45M.
- …If trouble persists, please uninstall the application and reinstall. (Please note that if any HM6000 or HM6010 devices are ‘Provisioned’ to your device, they will need to be deleted using the ‘Force Delete’ in the ‘Device Settings’). HM6000 and HM6010 units will need to be ‘Factory Reset’ using the ‘RESET’ button on the underside of the unit(s).
- ...For further information, please follow the ‘Provisioning’ (Page 7) or ‘Connecting’ (Page 8) in the HM | DC - Instruction Manual found here
- Please ensure that your HM6000 and HM6010 units are updated to the latest firmware.
...For further information, please follow ‘Firmware’ (Page 28) in the HM | DC - Instruction Manual found here
HM | DC – Known Bugs
Having trouble with a bug in HM | DC?
Occasionally, you may face some bugs with your new system. Please see below discussions on known bugs that we are currently working hard to fix.
Hornby will continue to improve upon the current system and have the ability to provide app and firmware updates to fix noticeable problems, please continue to support the new system by alerting Hornby to any issues faced and not listed in the HM | DC – Known Bugs section. Screen recordings & videos of the issues you face are invaluable to helping get any bugs fixed as quickly as possible.
If you notice a bug on your system it is advised to try the following:
- Close and restart HM | DC.
- Uninstall and reinstall HM | DC.
- Factory Reset and re-setup any HM units. (HM6000 / HM6010).
- Please try another phone or tablet and see if the bug reoccurs.
- Contact our customer service team to notify them of the bug and if possible, screen record evidence of the bug and send them to customerservices.uk@hornby.com
Bug known as of (19/4/2021):
- Currently a bug is known that users with a Samsung Galaxy phone may be experiencing that we are currently producing a fix for. Please note that this bug has no affect on circuit or accessory control when using HM | DC.
- When users touch on the ‘Resize Board’ icon in the ‘Track Builder’ section of the app, the app crashes and restarts.
- When users touch on one of the ‘Pre-Built’ layouts in the ‘Track Builder’ section of the app, the app crashes and restarts.