About TrackMan Golf

Trackman Support

Peace of mind starts here.

Do you have questions about your TrackMan? Do you need to talk to a specialist, or do you just want to know how to set-up your new TrackMan unit? Below you'll a find lot of answers. From how-to tutorials and Frequently Asked Questions, to subscription renewals and system requirements. 

Explore and learn more about your TrackMan.

Tutorials

Subscriptions

FAQ

Tech Specs

Downloads

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Software Subscription & Hardware Maintenance

TRACKMAN SOFTWARE

Stay current, remain efficient!

When you purchased your TrackMan radar, a current 1-year software subscription came along with it. Some of the features in your TPS or iOS are permanent, others are subject to a yearly subscription.

Being current means you have unlimited access to all the latest software features, as well as the essential communication tools. Being current means you can share your screen casts, videos and reports with your clients. Being current means you have access the amazing Tour Swing Library, containing swings  from the world's best players.

Finally, being current means you have unlimited phone support at no additional cost. 

TRACKMAN HARDWARE

Protect your investment!

While the TrackMan system has proven highly reliable, it's still a very sophisticated system. It includes electronics, mircowave component, battery, camera and motors.

At some point, your system might experience a hardware failure. Some of these components are very expensive to repair. This may impact your business operations and budget.

TrackMan's Hardware Maintenance Program removes this concern and offers peace of mind. Prioritized Repairs service puts your system first in line.

Protect your investment with TrackMan's Hardware Plan.

 1 year 3 years 
Software subscription$1000 €700 $2000 €1400 
     
 1 year 3 years 
Hardware Maintenance$1000 €700 $2000 €1400 
     
 1 year 3 years 
Software & Hardware$2000 €1400 $4000 €2800 
     

Renewing by paypal/Credit card

1. Select which subscription package you would like to renew.

2. Enter your serial number (This is found in the renewal email or on the silver sticker located on the back or bottom of your TrackMan).

3. Click Pay Now and Follow the PayPal instructions.

Once TrackMan receives confirmation of payment, your TrackMan license will be updated appropriately. The license will then be automatically updated on your radar the next time your TrackMan is connected to your computer or iOS device and internet is available (requires 3G/4G connection on iOS device).

Please note

# You may expect up to 48 hours delay from payment till update is effective.

# Purchase of additional software and hardware year(s) are added to the current expiration dates.

PAY IN EUR (€):

Pay in USD ($)


Renewing by wire transfer

Customers in Europe, Asia and Middle East

Please enter your serial no. in the transfer information.

 

Nordea Bank Denmark
PO Box 850, Dk-0900 Copenhagen
Denmark

Branch 2150, Account no. 6266574906 
IBAN DK5420006266574906
SWIFT: NDEADKKK


Checks to "TrackMan A/S" should be mailed to:


TrackMan A/S

Stubbeled 2

DK-2950 Vedbaek, Denmark

Customers in United States

Please enter your serial no. in the transfer information.

 

Bank Of America
One Atlantic St.
Stamford, CT 06901

Acct no. 3850073779998
Routing no. 011900571
SWIFT: BOFAUSN3


Checks to "TrackMan Inc" should be mailed to:


TrackMan Inc

16445 North 91st Street Suite 104

Scottsdale, Arizona 85260, USA

Frequently Asked Questions

Solutions to the most common issues experienced by our customers.

Always make sure you have the lastest TPS installed (it's free)

Download available here

Why is there a delay for the data to show on the screen? 

The Windows defender or Microsoft Security Essentials can be set to scan the log files of your radar and create a big delay in showing the numbers.

Where can I find a quick start guide for the TrackMan 4?

The quick start guide for the TrackMan 4 is available below. Click on the image to open the pdf.

What is the password to connect to the TrackMan unit over WiFi?

All TrackMan units has the same default password.

The password is: password

All with small letters.

Why can I not start Shot Analysis when the TM4 is connected over USB?

The radar cannot be detected in TPS if it's connected over USB.

Connect the TM4 via WiFi or through an Ethernet cable. Please note that the USB cable is for debugging/support only.

Where can I get the information about my login for TPS or MyTrackman.com?

When logging in to TPS it is asking for your MYTRACKMAN.com username and password, which is different from your support log in information.

How to find your username:
1. Go to mytrackman.com
2. Log in
3. Click on your name in the top right corner
4. Click "My profile"
5. Above the big profile picture, you'll see your username.

Reset password:
If you do not know it, go to mytrackman.com and click on 'log-in', then 'forgot username/password'. Check your email inbox for an email to reset your password. If you don's find it, check your spam folder.

How can I fix the error in TPS that I have with my Casio EX-F1?

Please go through the below steps to make sure all things are set up correctly.

1) Have you successfully used this camera with TPS before?
* If yes, great. Please proceed to number 2. 
* If not, please make sure the firmware on the camera is updated to 2.0. Instructions on how to do this is on your computer, in the folder C:\Program Files (x86)\TrackMan Performance Studio\Casio


2) Make sure the camera is set to PC control in the USB settings on the camera. If you don't have the PC Control option, please update the firmware in the Casio by reading the pdf located in C:\Program Files (x86)\TrackMan Performance Studio\Casio

Still not working?

3) Remove all files on the memory card and the internal memory. 
1. Set the camera to Mass Storage in the USB settings on the camera
2. Connect it to the computer
3. Remove all files
4. Disconnect from the computer
5. Remove the memory card
6. Connect to computer again
7. Remove all files
8. Disconnect from computer
9. Put the memory card back in
10. Change the USB settings on the camera back to PC Control
11. Open TPS and try the camera again.

How do I turn the TM4 on/off?

The backleg (flap) of the TM4 will turn the unit on or off. Do not use the power button unless you intend to leave the TM4 standing on the floor with its smaller legs extended.

Open the rear flap to turn the power on/off. Make sure to give it a little extra downward push until you hear a sounding click. See the legs in action here: Video


How can I tell if I have the latest version of software, apps and firmware?

Here are the current versions;

 

Firmware

TrackMan 3e: 2.5.10

TrackMan 4: 1.4.2

 

Software

TrackMan Performance Studio: 5.0.239

iOS TrackMan App: 2.16

iOS TrackMan Camera App: 2.3.4

TrackMan Event Software: 1.3.42

  

Click on the version number in order to open the download link.

*Updating your software requires you to be current with Software subscription. If you are not current, you can renew on this page in the section above.

What do I do if I get a USB 3.0 Error when installing TPS?

Copy and use the link below to download and save the file.

Once the file is complete, please right click on the file and select extract all. Click next. Once extracted, open the file and run the setup (or setup.exe). This will take you through how to install the latest Intel USB driver. Click yes to make changes on the hardware configuration. Once complete, restart your computer and re-install TPS.

Download link:
http://downloadmirror.intel.com/21129/eng/Intel(R)_USB_3.0_eXtensible_Host_Controller_Driver.zip

My radar is having leveling issues. How can I fix it?

Please make sure you've updated to latest firmware in the radar and latest software.

Fix for TM4 & TM3e (wireless radars) 

  • Pull the legs out
  • Power the radar ON and wait until it's ready. (Do not have the radar armed in Shot Analysis when doing the next steps steps.)
  • Hold it vertically, in mid-air (not tilted – legs pointing down). That should make the legs extend. Allow a minute or two for full extension.
  • Turn Power off, and put the legs back in again.
  • Restart as usual.

If it doesn't work or the legs are stuck, try this:

  • Try to pull the legs out
  • Hold power button down for 10 seconds
  • This boots it into safe mode and will allow the unit to level (top light will blink green/red)
  • Leave it on the ground for a minute
  • Once level, turn power off
  • Wait 10 seconds and push the power button normally to restart as usual

 

Fix for TM2 & TM3 (with USB cable)

  • Connect the TrackMan to your PC as normal (legs pulled out, etc.)
  • Lift it in the air and tilt it forth and back. Listen for any mechanical sound. Replace it on the ground

Still not working?

  • Open the Software
  • Navigate to the LIVE or Hitting page
  • Place the TrackMan face down on the ground (orange part facing the ground)
  • This will make the legs come forward (out)
  • Allow the legs to get longer than 3", which can take up to 5 minutes
  • Once both legs are longer than 3", flip it back to upright position where it will level out properly
  • Should this not work, please try another USB cable, as this is the first sign that the USB cable is broken
  • It's a very generic cable, often used between a pc and a printer. Can easily be replaced.  
  • The TrackMan USB cable has a screw cap, but that cap is NOT mandatory for use. It just protects against water.

Still not working?

  • Try another USB port on the pc and repeat the above steps.

Still not working?

  • Open the Software
  • Navigate to the LIVE or Hitting page
  • Place the TrackMan face down on the ground (orange part facing the ground)
  • As the mechanic sounds, try to help the leg out with a very gentle pull (Please be careful!).

If none of this helps your radar to level, please contact support.

Is TPS compatible with Windows 10?

TPS version 3.2 and 4.0 are compatible with Windows 10. Please note, before upgrading to Windows 10, make sure to have the latest TPS installed.

The latest version (available at http://mytrackman.com/support/software) is fully compatible with Windows 10.

How can I create a Facility on the TrackMan Locator?

To create a Facilty on the TM locator, click on the link below.

To create a site on our locator, please use this link: http://mytrackman.com/create-facility

F-Secure is removing my TPS - how can I fix it?

F-Secure is removing the TPS.exe file in quarantine, and blocking it from being used.

In order to fix the issue, you will have to do the following;

  1. Open F-Secure settings - Quarantine - Remove the files in the list
  2. In F-Secure settings - Exclude the following folders:
  • C:\Program Files (x86)\TrackMan Performance Studio
  • C:\ProgramData\TrackMan
  • C:\Users\*USERNAME*\AppData\Local\TrackMan
  • C:\Users\*USERNAME*\AppData\Roaming\TrackMan


Why is club data missing on some shots?

The main reason for not showing club data at some shots is that if not 100% of the data is captured on a given shot, all data on that shot is rejected automatically. As the saying goes; no club data is better than inaccurate club data.

1. Setup of radar not optimal: Make sure the ball is hit from within the blue box and the distance from radar to ball is within our requirements.
2. Impact is too close or too far away from the TrackMan (Optimal distance is 7-9')
3. Impact is too far right or left of the TrackMan. Watch the video on radar placement in the Tutorial section, if you have doubt about this.
4. You are hitting off turf and the divot is causing excess radar noise. Try hitting of a golf mat instead (it's very common to do so)
5. Swing direction far left (right handed player)
6. The club is a short iron. When hitting short irons, the smash factor becomes closer to 1.0, which means the club and ball are traveling away from the radar at similar speeds, which makes it harder to capture (pure) club numbers.
7. The shot was a mishit, producing a low smash factor
8. For indoor usage only: Metallic dot not used correctly

Contact us at support if you need further assistance.

How do I setup E6 up with the TM4?

Step 1: Make sure that E6 1.6 is fully installed on the PC. Download of latest version is available at TruGolf's website: https://trugolf.com/support/

Step 2: Load the latest version of TM4 firmware, which enables putting capabilities. Update will be available in TPS once the computer is online and TPS is open. Follow the on-screen instructions. The firmware is avialable in the software, and also as a link below on this page.  

Step 3: Download a TM configuration file from this link: 
- Download TM4 Configuration (called tm3e.xml) 

Step 4: Copy the newly downloaded Tm3e.xml file to this location on your PC —> C:\TruGolf\E6 Golf 1.6 

This reestablishes the strike and putting position to 8 ft, which should allow capture at most all distances indoors.

We have also created a separate list of steps if it is easier to follow (Setup document available for download here), and it goes through the above steps as well. 

Contact support if you need assistance.

How can I install TPS if the installer is failing?

This is most likely failing if a Windows Update is either pending, or needs to be applied.

Restart your PC and try again. If that doesn't work then check for Windows updates and restart the PC until it is up to date. Now you should be able to install TPS.

Why is the target selection stuck on "Updating Target Image"?

Most likely due to corrupt settings files.

Try and reset the TPS to factory defaults

Exit tps
Go to windows, start menu
Type: Diagnostics (open the software called Diagnostics)
Click reset to factory defaults
Click no to the popup
Close this and open TPS

If this is not helping, make sure to renew the WiFi connection or change the cable and/or port for the connection.

Why is the TM3e radar showing a red light in the middle when I start it?

The radar has lost the internal time and the license is then not synced with the time that is valid in the license. The red light is simply an indication stating an error state. 

1. Using the latest firmware, even though the unit has a red light on boot, the time will be updated by the built-in GPS. Or syncing the time with your device, as soon as your start shot analysis. This will only work outdoors with the iPad, but can work both indoors and outdoors with the computer software.


2. You can update the time manually on the unit by doing the following (will make the radar work fine in all scenarios): 

Open a web browser (and go to the following page: 

- If you are connected to the radar via wifi: http://172.30.20.1
- If you are connected to the radar via usb: http://169.254.0.1

Click Log In
Click Administration
Click Reboot
Put a checkmark in UPDATE SYSTEM TIME
Click OK
Now the red light should be gone


3. The permanent fix is to send the unit to our HQ in Denmark for a repair.

Please contact support@trackman.com for more information.

Systems Requirements for TPS

Computer specifications for running Trackman Performance Studio

RECOMMENDED

Windows 8.1 or 10

8 GB RAM

i5 / i7 2.5Ghz Processor

128GB+ (TPS used without video recording)

500GB+ (TPS used with video recording)

*TPS data and videos can only be installed and saved on the C: drive

*Increased specification may be needede depending on number of external cameras

Note: TrackMan 2 only works with USB 2.0 controllers, and not compatible with USB 3.0.

Mac user?  To use the TPS software on a Mac, you can either run Microsoft Windows on a BootCamp parted disk, or as a virtual machine. See the Apple instructions here for how to install BootCamp.
The Virtual Machine instructions are available here. 

Cameras for TPS

The Current List of Compatible Cameras for use with TrackMan TPS

WIRELESS CAMERA

(Compatible with wireless TM4/TM3e radars only)

iPhone X - 240 fps

iPhone 8/8 Plus - 240 fps

iphon 7/7 Plus - 240 fps

iPhone 6s/6s Plus - 240fps

iPhone 6/6 Plus - 240fps

iPhone SE - 240fps

iPhone 5s - 120fps

iPod 6th Gen. - 120fps

iPad Pro - 120 fps

iPad Air 2 - 120fps

USB CAMERA

UI-3130LE (USB 3.0) *

UI-3160CP (USB 3.0) *

Ximea MQ022 (USB 3.0) **

Ximea MQ003 (USB 3.0) **

Microsoft LifeCam Studio webcam


Live video feature available for iOS cameras and all wired cameras (except for Casio)

You will need USB3 cables from IDS and a specific USB-interface card as per IDS recommendations (link) 

** Please contact support@trackmangolf.com before purchasing any Ximea camera.

Contact a TrackMan Specialist

Get help from a specialist.

Please make sure to have your radar's serial number ready (S/N), and an active internet connection (if possible).

ASIA, MIDDLE EAST AND EUROPE

Monday to Friday 08.30 - 19.30 (CET/CEST)

*Note: 16.30-19.30 is covered by the US team

Phone: +45 45 74 47 42

Email: support@trackmangolf.com

USA

Monday to Friday 7 AM - 4 PM

Saturday 8 AM - 2 PM

All time based off Scottsdale, Arizona

Phone: +1 (810) 225-9855

Email: support@trackmangolf.com

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