Difference between revisions of "The FAQ"

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'''Our TOP TEN most asked simple questions.'''
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Do you have questions about PocketWizard radios in general? Check out these Frequently Asked Questions, compiled by [https://pocketwizard.com/contact/ PocketWizard tech support].
  
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It’s understandable you might get into a situation while working with the [[MiniTT1_and_FlexTT5|MiniTT1® and FlexTT5®]] and today’s complex camera systems where you’re not sure why something isn’t working as you would expect it. Most of the time, there is a simple solution. We asked our tech support crew to give us the “Top Ten” questions consumers asked to keep their system working properly. Here they are:
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====Nothing is working! What should I do?====
  
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__TOC__
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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 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 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.
 +
* Be sure to power on your equipment top down: flashes first, then radios, then cameras. This is more important for ControlTL radios.
 +
* 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.
 +
* 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.
  
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====Nothing is working! What should I do?====
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====My PocketWizards aren't working on my new camera!====
  
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A: Try these steps:
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A transmitting PocketWizard radio needs the sync pulse trigger through the hot shoe so it knows to send a signal to your remote PocketWizard. Camera manufacturers are always trying to improve options for photographers but especially with mirrorless cameras, some of these "new improved" features will automatically disable the hot shoe. If your hot shoe is turned off, your transmitting radio won't get a signal to fire the remote. Any time you take a photo, the LED on the transmitting PocketWizard should go red. If it's not doing that, there's a communication error between the radio and camera, most likely that your hot shoe is disabled. Here are some things to check:
 +
*Check to see if the camera is set to Silent Shooting mode. For most cameras, this disables the hot shoe.
 +
*Check to see if the flash is turned off. This disables the hot shoe.
 +
*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.
 +
*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 [[batteries]]: weak batteries can cause strange behavior.
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====I just upgraded my firmware and it doesn't work! What do I do?====
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Make sure all radios (and cameras and speedlights) are updated to the latest [[PocketWizard Utility|firmware]]. Try our [[Beta Lab|beta firmware]] as it often has new fixes ready to be tried.
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[[Factory Reset]] the radios.
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Take your first shot at 1/160th or 1/200th so the system can properly calibrate timing.
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Wait about 3 seconds after turning on your radio before taking your first picture.
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Take your time! Whenever possible, compose the image with the shutter release half-pressed before taking the picture.
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If still having issues after trying the above, save your camera’s custom functions, reset the camera, then start adding them back in one at a time.
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 +
After updating your firmware, always perform a factory reset with the radio: See RESET B [[Factory Reset#Reset B - Factory_Defaults|here]], or simply hold TEST before you power on your radio and continue to hold TEST for 15 seconds until you see 4 green blinks. While the PocketWizard Utility performs a factory reset automatically when you upgrade the firmware, and has a Factory Reset button on the Update tab, Reset B remains the recommended method after a firmware upgrade.
  
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====In what order should I turn things on?====
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====What cable do I need?====
  
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A: Top down: Flash, then radio, then camera. Wait 2-3 seconds between each step. Older Quick Guides may have this slightly different, but top down works for all current radios and firmware.
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You can use the [https://pocketwizard.com/cable-finder/ Cable Finder] at [http://www.pocketwizard.com/ PocketWizard.com] to find the right cable for lots of different cameras and flashes.
  
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Contact [https://pocketwizard.com/contact/ PocketWizard tech support] if you still have questions.
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====My Nikon camera won’t let me choose a shutter speed faster than x-sync. How can I shoot at faster shutter speeds?====
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A: Nikon cameras require that FP-sync is enabled to shoot faster than x-sync if they detect a TTL-capable device in their hot shoe. Enabling FP-sync is done in the Custom Settings menu. Set “e1 flash sync speed” to 1/250s (Auto FP).
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====How many radios do I need?====
  
 +
You will need at least 2 PocketWizards, one to work as a transmitter and one for each remote to work as a receiver. For example, if you are triggering one flash from your camera, you would need one for the camera and one for the flash, a total of 2. If you have 3 remote flashes, you would need 4 total radios. If you are triggering 2 remote cameras, you would need 3 radios - one in your hand to send the signal and one for each remote camera.
  
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====The ISO on my remote Nikon Speedlight is stuck at 200. What’s wrong?====
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====Is my camera or flash compatible with your radios?====
  
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A: It isn’t required for TTL operation on the remote flash and has no effect on exposure, so the radios do not transmit camera setting information like ISO to remote flashes. The remote FlexTT5 simply gives the flash a default value on power-up, which is ISO 200.
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Virtually all cameras and flashes with a standard size hot-shoe, PC socket, or sync port are compatible with Standard Channel radios like the [[Plus II]], [[Plus III]], [[PlusX]], and [[MultiMAX]].
  
 +
Visit our [[Canon Compatibility]] or [[Nikon Compatibility]] pages to see if your camera or flash is compatible with our [[ControlTL]] radios like the [[MiniTT1 and FlexTT5]].
  
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====I set my speedlight to MASTER and stuck it on a remote FlexTT5. Why won’t it control other flashes when I have a MiniTT1 or FlexTT5 on my camera?====
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Contact [https://pocketwizard.com/contact/ PocketWizard tech support] if you still have questions.
  
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A: The ControlTL® system, just like Nikon and Canon native systems, expects the MASTER speedlight to be only at the camera position so “Remote MASTER” operation is not supported. Setting a remote flash to MASTER mode will result in an [[Status LED#Error Condition|Error Condition]] You need a receiving FlexTT5 for each remote speedlight.
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====I can’t update my firmware. Why won’t the Utility recognize my radios?====
  
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Try the following steps:
 +
* Start by making sure you're connecting your radios directly to your computer, rather than through a USB hub.
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* Try disconnecting all additional USB devices from your computer.
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* Uninstall the [[PocketWizard Utility]] and reinstall the latest version, available for download on this website, https://wiki.pocketwizard.com/index.php?title=Getting_Started.
 +
* Attempt to update the radios using another user account.
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* Attempt the update while running your computer in Safe Mode.
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* See more options in our [[PocketWizard Utility FAQ]] page.
 +
* Contact [https://pocketwizard.com/contact/ PocketWizard tech support] for troubleshooting help.
  
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====My remote speedlights don’t change their zoom when I zoom the lens on my camera. What’s wrong?====
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====I think my radio needs to be repaired. What do I do?====
  
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A: Zoom tracking is a feature for on-camera flash and would cause some lighting issues if done on remotes. Nikon and Canon native systems do not have zoom tracking for remote or slave flashes either.
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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.
  
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====Why does PocketWizard make radios in two different frequencies?====
  
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====How can I trigger a FlexTT5 from a PocketWizard module-equipped Sekonic meter?====
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Our radios are sold in [[Frequency|two different versions]] to comply with radio laws in different countries. In the United States, the FCC reserves the 344-354 MHz frequency for PocketWizard systems. In Europe, regulations assign 433-434 MHz. A PocketWizard sold in the USA bears the letters “FCC” on the outer shell; a European version will have the letters “CE.”
  
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A: This PW TV episode explains it all: <div align=center><videoflash>zOOq3sX6Ki4&autohide=1|425|240</videoflash></div>
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====Can I buy my radios directly through PocketWizard?====
  
 +
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?====
  
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====Will you ever have ControlTL in a Sekonic meter?====
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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.
  
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A: A module with the ControlTL channels is being developed. We do not have a release date for it at this time.
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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.
  
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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.
  
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====What cable do I need?====
+
====Why is my remote flash not firing on the first shot?====
 +
 
 +
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.
 +
 
 +
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.
 +
 
 +
====I'm trying to remotely trigger my camera and flash but they don't seem to sync!====
 +
 
 +
This setup is called relay mode. The trick is that you need to set the radio with your remote flash to receive on a different Channel. Here's how it works:
 +
* The radio in your hand sends signal on Channel 1 (for example) to the radio attached to the camera. That radio triggers the camera through the remote port.
 +
* When the shutter fires, the radio gets a signal through its hot shoe. The radio knows it needs to relay a signal one Channel higher than the one it received, so it will send a trigger on Channel 2. (or whatever is one higher than the one you chose).
 +
* The receiving radio (attached to the flash) receives the signal on the higher Channel and fires the flash.
 +
If you set all the radios to the same Channel, the flash will fire before the camera opens its shutter. The flash just needs the radio to tell it to fire and it does. The camera gets the signal and then needs to confirm focus and exposure before firing, even if everything is set to manual, so there is a slight delay. Relay solves that problem.
 +
 
 +
====Can I start and stop video recording with my PocketWizards?====
 +
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?====
 +
 
 +
Check out our other FAQ pages for more information on your PocketWizard system:
  
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A: You can use the Cable Finder at PocketWizard.com to find the right cable for lots of different cameras and flashes.
+
:[[PocketWizard_E_Release#E_Release_FAQs | PocketWizard E Release FAQ]]
  
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+
:[[PocketWizard Utility FAQ]]
  
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====Can I combine radio and optical so I don’t have to buy as many FlexTT5s? Can I connect more than one speedlight to a single FlexTT5?====
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:[[MiniTT1 and FlexTT5 FAQ]]
  
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A: Currently you need to have one FlexTT5 for each speedlight you want to control via radio.
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:[[Plus III FAQ]]
  
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:[[PlusX FAQ]]
  
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====Is “xxxxxxx” brand/model flash compatible with your radios?====
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:[[MultiMAX FAQ]]
  
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A: Some third party flashes are compatible with our radios – you can read more about our radios compatibility on their respective product pages (FlexTT5 for Canon, FlexTT5 for Nikon). Also, almost any flash can be used in Basic Trigger Mode for simple triggering operation.
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:[[PowerMC2 FAQ]]
  
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Still have a question? See a list of our worldwide distributors, contact us by email, or visit the PocketWizard Wiki.
+
:[[PowerST4 FAQ]]

Latest revision as of 11:32, 2 February 2023

Do you have questions about PocketWizard radios in general? Check out these Frequently Asked Questions, compiled by PocketWizard tech support.

Nothing is working! What should I do?

Try the following steps:

  • 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 and are using the same version. Connect your radio to the PocketWizard Utility and navigate to the "Update Tab." Click the “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.
  • Be sure to power on your equipment top down: flashes first, then radios, then cameras. This is more important for ControlTL radios.
  • Take your first shot at 1/160th or 1/200th so the system can properly calibrate timing.
  • Take a look at the troubleshooting video on YouTube. The video is designed for Plus radios but there is helpful information about all PocketWizard radios.
  • Check the FAQ pages for your specific PocketWizard radios for detailed troubleshooting.
  • Contact PocketWizard tech support for troubleshooting help.

My PocketWizards aren't working on my new camera!

A transmitting PocketWizard radio needs the sync pulse trigger through the hot shoe so it knows to send a signal to your remote PocketWizard. Camera manufacturers are always trying to improve options for photographers but especially with mirrorless cameras, some of these "new improved" features will automatically disable the hot shoe. If your hot shoe is turned off, your transmitting radio won't get a signal to fire the remote. Any time you take a photo, the LED on the transmitting PocketWizard should go red. If it's not doing that, there's a communication error between the radio and camera, most likely that your hot shoe is disabled. Here are some things to check:

  • Check to see if the camera is set to Silent Shooting mode. For most cameras, this disables the hot shoe.
  • Check to see if the flash is turned off. This disables the hot shoe.
  • 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.
  • 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 or 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 Basic Trigger mode, for manual triggering up to X-sync if TTL is not yet available for your new camera.

I just upgraded my firmware and it doesn't work! What do I do?

After updating your firmware, always perform a factory reset with the radio: See RESET B here, or simply hold TEST before you power on your radio and continue to hold TEST for 15 seconds until you see 4 green blinks. While the PocketWizard Utility performs a factory reset automatically when you upgrade the firmware, and has a Factory Reset button on the Update tab, Reset B remains the recommended method after a firmware upgrade.

What cable do I need?

You can use the Cable Finder at PocketWizard.com to find the right cable for lots of different cameras and flashes.

Contact PocketWizard tech support if you still have questions.

How many radios do I need?

You will need at least 2 PocketWizards, one to work as a transmitter and one for each remote to work as a receiver. For example, if you are triggering one flash from your camera, you would need one for the camera and one for the flash, a total of 2. If you have 3 remote flashes, you would need 4 total radios. If you are triggering 2 remote cameras, you would need 3 radios - one in your hand to send the signal and one for each remote camera.

Is my camera or flash compatible with your radios?

Virtually all cameras and flashes with a standard size hot-shoe, PC socket, or sync port are compatible with Standard Channel radios like the Plus II, Plus III, PlusX, and MultiMAX.

Visit our Canon Compatibility or Nikon Compatibility pages to see if your camera or flash is compatible with our ControlTL radios like the MiniTT1 and FlexTT5.

Contact PocketWizard tech support if you still have questions.

I can’t update my firmware. Why won’t the Utility recognize my radios?

Try the following steps:

I think my radio needs to be repaired. What do I do?

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.

Why does PocketWizard make radios in two different frequencies?

Our radios are sold in two different versions to comply with radio laws in different countries. In the United States, the FCC reserves the 344-354 MHz frequency for PocketWizard systems. In Europe, regulations assign 433-434 MHz. A PocketWizard sold in the USA bears the letters “FCC” on the outer shell; a European version will have the letters “CE.”

Can I buy my radios directly through PocketWizard?

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?

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 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 PocketWizard tech support for details.

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 PocketWizard tech support for information.

Why is my remote flash not firing on the first shot?

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.

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.

I'm trying to remotely trigger my camera and flash but they don't seem to sync!

This setup is called relay mode. The trick is that you need to set the radio with your remote flash to receive on a different Channel. Here's how it works:

  • The radio in your hand sends signal on Channel 1 (for example) to the radio attached to the camera. That radio triggers the camera through the remote port.
  • When the shutter fires, the radio gets a signal through its hot shoe. The radio knows it needs to relay a signal one Channel higher than the one it received, so it will send a trigger on Channel 2. (or whatever is one higher than the one you chose).
  • The receiving radio (attached to the flash) receives the signal on the higher Channel and fires the flash.

If you set all the radios to the same Channel, the flash will fire before the camera opens its shutter. The flash just needs the radio to tell it to fire and it does. The camera gets the signal and then needs to confirm focus and exposure before firing, even if everything is set to manual, so there is a slight delay. Relay solves that problem.

Can I start and stop video recording with my PocketWizards?

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?

Check out our other FAQ pages for more information on your PocketWizard system:

PocketWizard E Release FAQ
PocketWizard Utility FAQ
MiniTT1 and FlexTT5 FAQ
Plus III FAQ
PlusX FAQ
MultiMAX FAQ
PowerMC2 FAQ
PowerST4 FAQ
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