Tech Support FAQs

Grid 3 is not starting or it's freezing & crashing.

If Grid 3 isn't behaving normally, then you may need to repair your Grid 3 installation. You will need to run the Grid 3 installer and run through the steps as if you were installing Grid 3 again. However, since Grid 3 is already there, the installer will act as a repair tool. You can get the Grid 3 installer here.

Grid 3 license key suddenly stopped working.

If Grid 3 is running in demo mode even though it was licensed previously, it may be an issue with the License Manager files. This can ocassionally be caused by Windows Updates. Your license key is still on the machine but Grid 3 is most likely having issues reading it. To resolve this, you need to repair your Grid 3 installation. This can be done by running the Grid 3 installer again, which you can download from here.

Moving a license key to a new computer or device.

If you are moving Smartbox software such as Grid 3 to a new device, you will need the license key reset before you can use it again. Please contact us using this contact form with your license key and we will get it reset for you.

How to find your Smartbox license keys.

If you have licensed Smartbox software on your computer and need to find the key(s), you can find it by running the Smartbox Diagnostics tool. This will generate a text file with the codes and other important information.The Smartbox Diagnostics tool can be found in this location on your computer: C:\Program Files (x86)\Sensory Software\ssUtils\SensoryDiagnostics.exe.

  1. Run the tool and click the Next button on the first page (you do not need to fill in any information)
  2. Click Next on the second page
  3. On the third page, wait until the Close button becomes clickable.
  4. The file will have been generated and saved on your Desktop
  5. Open the Sensory Diagnostics text file that is now on your Desktop
  6. You can now search the text file using CTRL + F for "GENCA"
  7. The first result should be your Grid 3 license key (for example, GENCA1234567890). You will also see license keys for any other licensed Smartbox products you own.

Smartbox warranty policy

Smartbox products come with a 2 Year Warranty from the date of purchase. You can read the full warranty policy here.

Operating system compatibility of Learning Curve programs.

Choosing and Learning, Exploring and Playing, and Attention and Looking are all compatible with Windows 7, 8 and 10.

Irisbond Duo camera isn't working correctly in Grid 3.

If your Irisbond Duo camera isn't working correctly in Grid 3, please try re-installing the drivers by following the steps below:

  1. Uninstall Irisbond Duo API Libraries from the computer.
  2. Unplug the camera and restart the computer.
  3. Re-install Irisbond Duo API Libraries using the installer from here.
  4. Once it has been installed, restart the computer again.
  5. Plug the camera into a USB port and wait for the drivers to install.

MyGaze camera isn't connecting or working correctly.

If your MyGaze camera isn't working correctly, please try re-installing the drivers by following the steps below:

  1. Uninstall EyeMouse Play from the computer.
  2. Unplug the camera and restart the computer.
  3. Re-install EyeMouse Play using the installer from here.
  4. Once it has been installed, restart the computer again.
  5. Plug the camera into a supported USB port and wait for the drivers to install.

Please see the correct USB port for the MyGaze cameras below:

  • myGaze Assistive 2 - USB 2.0 (Windows 7 and up), USB 3.0 (Windows 8 and up)
  • myGaze Assistive 3 - USB 3.0 (Windows 7 and up)

All-Turn-It Spinner not turning on or working properly.

  1. Please put a fresh set of alkaline batteries (Duracell and Energizer recommended by manufacturer) in the device.
  2. The bottom (inside) overlay is not seated properly below the arrow. Please push down on the overlay to make sure that it is all the way down.
  3. The Plexi-Glass cover has not engaged the safety switch. Once the Plexi-Glass is aligned, rotate Plexi-Glass cover ΒΌ turn clockwise, to engage the internal safety switch.

QuickTalker not turning on or working properly.

  1. Please put a fresh set of alkaline batteries (Duracell and Energizer recommended by manufacturer) in the device.
  2. Please perform a master clear/reset of the device by holding down the record button for 30 seconds whle the device is on.

Step by Step not turning on or working properly.

  1. Please put a fresh set of alkaline batteries (Duracell and Energizer recommended by manufacturer) in the device.
  2. Please perform a master clear/reset of the device by holding down the record button for 15-20 seconds whle the device is on.

SuperTalker not turning on or working properly.

  1. Please put a fresh set of alkaline batteries (Duracell and Energizer recommended by manufacturer) in the device.
  2. Please perform a master clear/reset of the device by holding down the record button for 20 seconds whle the device is on.

TalkTrac message playback is distorted or incomplete.

Please fill out the repair form.