device is not recognized

[legokichi]

my EyeTribe device is not recognized when I attach it.
In the Imaging device of the device manager I cannot find "TheEyeTribe" device.

However, another one my friend has, it works in spite of using same usb cable.

I think my device is broken.
What can I do?

Code: Select all

2014-06-15 12:14:11.192|2591044076|I|Creating new log file
2014-06-15 12:14:11.192|2591044076|I|Initializing environment
2014-06-15 12:14:11.192|2591044076|I|Detecting primary screen
2014-06-15 12:14:11.195|2591044076|I|Register control handler
2014-06-15 12:14:11.195|2591044076|I|Initializing config system
2014-06-15 12:14:11.195|2591044076|I|Trying to load obsolete config file
2014-06-15 12:14:11.195|2591044076|I|Config file loaded and applied
2014-06-15 12:14:11.195|2591044076|I|TCP port: 6555
2014-06-15 12:14:11.195|2591044076|I|Connections: local only
2014-06-15 12:14:11.195|2591044076|I|Framerate: 30
2014-06-15 12:14:11.199|2591044076|I|Initializing Eye Tribe Server (v0.9.36)
2014-06-15 12:14:11.202|2591044076|I|Creating Tracker Manager
2014-06-15 12:14:11.202|2591044076|I|Creating Camera Manager
2014-06-15 12:14:11.202|2591044076|I|Initializing COM library
2014-06-15 12:14:11.202|2591044076|I|Initialized COM library
2014-06-15 12:14:11.218|2591044076|I|Video capturing device Found: USB2.0 UVC VGA WebCam
2014-06-15 12:14:11.218|2591044076|I|Starting Device Monitor
2014-06-15 12:14:11.218|2591044076|I|Creating Detection Manager
2014-06-15 12:14:11.229|2591044076|I|Creating Calibration Manager
2014-06-15 12:14:11.229|2591044076|I|Initializing dispatcher
2014-06-15 12:14:11.229|2591044076|I|Initializing Network
2014-06-15 12:14:11.229|2591044076|I|Setting network connection port
2014-06-15 12:14:11.229|2591044076|I|Setting max network connections
2014-06-15 12:14:11.229|2591044076|I|Setting connection timeout
2014-06-15 12:14:11.229|2591044076|I|Starting Network
2014-06-15 12:14:11.229|2591044076|I|Checking for running instances
2014-06-15 12:14:11.563|2591044076|I|Validating number of camera devices
2014-06-15 12:14:11.563|2591044076|W|Waiting for the tracker device to be connected


[Martin]

Ok, just a couple of questions to make sure I understand correctly:

1. Has it been working before, and now it does't anymore?
2. Your friends device is working ok on your computer with the same cable?
3. What happens when you plug in your device?
4. What version of Windows are you using?
5. Did you install the drivers for the USB3.0 controller?

[legokichi]

> 1. Has it been working before, and now it does't anymore?
Yes it has never worked. So I borrow my friend's theeyetribe device and check it.

> 2. Your friends device is working ok on your computer with the same cable?
Yes I use same cable.

> 3. What happens when you plug in your device?
Nothing happened on windows7.
"USB Device Not Recognized" pop-up message on windows8.

> 4. What version of Windows are you using?
Windows7 Home Premium SP1 64bit, ASUS U24E
Windows8 Pro 64bit, Panasonic CF-AX2
and I checked some other pc but it not works.

> 5. Did you install the drivers for the USB3.0 controller?
Yes it is installed.

[Martin]

Ok. Might be that the device has been damaged during transport. We test the devices twice, first at the factory and a second time when it arrives here before going out to the fulfillment center. Please contact support@theeeyetribe.com to have it replaced.