The FAQ - Revision history

Heathers: /* My PocketWizards aren't working on my new camera! */

2025-11-05T15:32:55Z

‎My PocketWizards aren't working on my new camera!

Heathers: added section about old and new PWs working together

2025-04-29T19:16:07Z

added section about old and new PWs working together

Heathers: /* Nothing is working! What should I do? */ added link for specific FAQ pages

2023-02-02T18:32:45Z

‎Nothing is working! What should I do?: added link for specific FAQ pages

Heathers: /* Nothing is working! What should I do? */ fixed broken links

2023-02-02T18:27:36Z

‎Nothing is working! What should I do?: fixed broken links

Heathers: /* Nothing is working! What should I do? */ moved lines around in order of importance, added link to YouTube video

2023-02-02T18:26:37Z

‎Nothing is working! What should I do?: moved lines around in order of importance, added link to YouTube video

Heathers: /* The hot-shoe on my radio broke off! How do I get it fixed? */ reworked everything

2023-02-02T18:20:53Z

‎The hot-shoe on my radio broke off! How do I get it fixed?: reworked everything

Heathers: /* Can I start and stop video recording with my PocketWizards? */ tweaked wording

2023-02-02T18:14:39Z

‎Can I start and stop video recording with my PocketWizards?: tweaked wording

Heathers: /* Why is my remote flash not firing on the first shot? */ added note about Mini

2023-02-02T18:12:39Z

‎Why is my remote flash not firing on the first shot?: added note about Mini

Heathers: /* I can’t update my firmware. Why won’t the Utility recognize my radios? */ added link to PW Utility FAQ page

2023-02-02T18:10:18Z

‎I can’t update my firmware. Why won’t the Utility recognize my radios?: added link to PW Utility FAQ page

Heathers: /* My PocketWizards aren't working on my new camera! */ added more detail to last sentence and linked compatibility pages

2022-09-29T21:25:11Z

‎My PocketWizards aren't working on my new camera!: added more detail to last sentence and linked compatibility pages

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 *Check your drive speed. With some cameras, when you put it in the highest FPS setting (like 20 FPS), it disables the hot shoe.
 *If your camera is set to electronic shutter, try switching to mechanical shutter. For some cameras, electronic shutter disables the hot shoe.
-*Nikon users: check your custom setting for "Apply Changes to Live View" (usually setting d8 or d9). This mode needs to be turned off.
+*Nikon users: check your custom setting for "Apply Changes to Live View" (usually setting d8 or d9). This mode needs to be turned off. We have also heard that "Starlight Mode" (d10 on some models) may need to be turned on.
 *If you have radios with TTL, like the MiniTT1, FlexTT5, and/or FlexTT6, please make sure your new camera is TTL compatible with your existing equipment. If you do not see your camera listed on either the [[Nikon Compatibility | Nikon]] or [[Canon Compatibility | Canon]] compatibility page, it may not be able to communicate with the radios in TTL mode. You should be able to always use them in [[Misc Tab | Basic Trigger]] mode, for manual triggering up to X-sync if TTL is not yet available for your new camera.

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 * Check the [[The FAQ#Questions about your specific radio|FAQ pages]] for your specific PocketWizard radios for detailed troubleshooting.
 * Contact [https://pocketwizard.com/contact/ PocketWizard tech support] for troubleshooting help.
 ====My PocketWizards aren't working on my new camera!====

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 * Take your first shot at 1/160th or 1/200th so the system can properly calibrate timing.
 * Take a look at the [https://www.youtube.com/watch?v=wHu4IF3BIHo troubleshooting video] on YouTube. The video is designed for Plus radios but there is helpful information about all PocketWizard radios.
 * Contact [https://pocketwizard.com/contact/ PocketWizard tech support] for troubleshooting help.

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 Try the following steps:
-* If you have a radio with TTL communication, make sure your cameras and flashes are compatible. Please check the [[Canon]] and [[Nikon}} Wiki pages for details.
+* If you have a radio with TTL communication, make sure your cameras and flashes are compatible. Please check the [[Canon Compatibility]] and [[Nikon Compatibility]] Wiki pages for details.
 * Check your [[batteries]] - sometimes low batteries can affect radio performance.
 * Check your camera's flash settings and make sure you did not turn the camera's flash off in the menu, as that disables the hot shoe.
-* Make sure all of your radios have been updated to the latest firmware. Connect your radio to the [[PocketWizard Utility]] and navigate to the "[[Update Tab]]." Click the “[[Update Tab#Check for Updates Button|Check for Updates Button]].”
+* Make sure all of your radios have been updated to the latest firmware and are using the same version. Connect your radio to the [[PocketWizard Utility]] and navigate to the "[[Update Tab]]." Click the “[[Update Tab#Check for Updates Button|Check for Updates Button]].”
 * Make sure your camera and flashes are using the latest firmware, too!
 * Perform a [[Factory Reset]] on all of your radios.

@@ Line 4: / Line 4: @@
 Try the following steps:
 * Check your [[batteries]] - sometimes low batteries can affect radio performance.
-* Make sure you did not turn the camera's flash off in the menu, as that disables the hot shoe.
+* Check your camera's flash settings and make sure you did not turn the camera's flash off in the menu, as that disables the hot shoe.
 * Make sure all of your radios have been updated to the latest firmware. Connect your radio to the [[PocketWizard Utility]] and navigate to the "[[Update Tab]]." Click the “[[Update Tab#Check for Updates Button|Check for Updates Button]].”
 * Make sure your camera and flashes are using the latest firmware, too!
 * Perform a [[Factory Reset]] on all of your radios.
 * Take your first shot at 1/160th or 1/200th so the system can properly calibrate timing.
 * Contact [https://pocketwizard.com/contact/ PocketWizard tech support] for troubleshooting help.
 ====My PocketWizards aren't working on my new camera!====

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 Yes! You can buy PocketWizard products directly through the PocketWizard online store if you live in the US or Canada: https://shop.pocketwizard.com/. Or if you prefer, check with your local camera shop to see if they carry our products.
 ====The hot-shoe on my radio broke off! How do I get it fixed?====
-Contact [https://pocketwizard.com/contact/ PocketWizard tech support]. Warranty and repair inquiries are handled by the distributor in the region in which the radios are purchased, so please include this information in your message. You can either send your radio in for repair or request a replacement hot-shoe to do the repair yourself.
+Our radios are made from a glass-reinforced resin material, and shouldn’t break with normal usage. However, if gear gets dropped or knocked over, there is a high risk that some piece of gear will get damaged. A plastic foot allows for a less expensive (and user-serviceable) part to need replacement over a more expensive part like a camera or flash repair. In general, photography equipment like cameras and flashes and radios are not designed to be dropped or knocked over. We’re no exception. We provide a simpler, less expensive, and more accessible repair.
-If your radio is out of warranty, you can purchase a hot shoe directly from https://shop.pocketwizard.com and do the repair yourself or you can send it into us and we will do the repair for you. Please contact [https://pocketwizard.com/contact/ PocketWizard tech support] for details.
+If you feel comfortable with minor repairs and are in the US or Canada, you can purchase a hot shoe directly from https://shop.pocketwizard.com and do the repair yourself or you can send it into us and we will do the repair for you. There are videos on each page so you can see the process before ordering the part. Please contact [https://pocketwizard.com/contact/ PocketWizard tech support] for details.
-Our radios are made from a glass-reinforced resin material, and shouldn't break with normal usage. However, the hot-shoe mounts are designed to break on serious impact. We found replacing an inexpensive hot-shoe preferable to a lengthy and potentially costly camera or speedlight repair.
+If you are outside North America, you can contact your local distributor, they should be able to help you. If you need help finding your local distributor, you can contact [https://pocketwizard.com/contact/ PocketWizard tech support] for information.
 ====Why is my remote flash not firing on the first shot?====

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 ====Can I start and stop video recording with my PocketWizards?====
-While every combination might not work, the video can be controlled by your PocketWizard! In some cameras, you will need to make a menu change so the camera knows you want to use the shutter for starting and stopping video. For best results, we recommend using the Plus IIIe radios.
+This is not a setting we test but we have found that for most cameras, video mode can be controlled by your PocketWizard. In some cameras, you will need to make a menu change so the camera knows you want to use the shutter for starting and stopping video. For best results, we recommend using the Plus IIIe radios.
 ====Questions about your specific radio?====

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 ====Why is my remote flash not firing on the first shot?====
-While our FlexTT5 and Standard Channel radios don’t go to sleep, your flash does! Please be sure to set the sleep timer on your flash to either a fairly long period of time or just plain “off”. In Nikon, this setting is called STBY mode in the menu, for Canon it is in the Custom Functions. (note: if you are using ControlTL radios for Canon, the first shot is a calibration shot and will NOT fire the flashes. The second shot will.)
+While our FlexTT5, FlexTT6, and Standard Channel radios don’t go to sleep, your flash does! Please be sure to set the sleep timer on your flash to either a fairly long period of time or just plain “off”. In Nikon, this setting is called STBY mode in the menu, for Canon it is in the Custom Functions. The MiniTT1 does go to sleep when the camera's meter sleeps so we always suggest doing a half press when you are ready to shoot again.
 ====I'm trying to remotely trigger my camera and flash but they don't seem to sync!====

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 * Attempt to update the radios using another user account.
 * Attempt the update while running your computer in Safe Mode.
 * Contact [https://pocketwizard.com/contact/ PocketWizard tech support] for troubleshooting help.