Incorrectly claims being connected to a USB2 port

[mlv]

Hello,

For about two weeks the eye tracker has worked fine for us.
We were in the middle of implementing a test client when it suddenly stop working and has not worked since.
The device ceased working after it had been unplugged and replugged. The EyeTribe client claims it is connected
to a USB2 port which is incorrect:



This happens every time.

I tried reinstalling USB3 drivers. It did not help.
I tried reinstalling the SDK. It did not help.
I tried using different ports and different PCs (6 different USB3 ports on 3 different PCs). It did not help.

I have noticed that the plug into the device seems unstable. When I touch it lightly (hardly at all), sometime the
EyeTribe server reports that I disconnected it and connected it again.

All in all I think this points to a problem with the hardware.

We are using Windows 7 Enterprise, service pack 1.
The SDK used is 0.9.27.

Mikael

[Martin]

Hi Mikael,

It seems that the USB connector on the device has gone bad. The probable cause it's recognized as a USB2.0 device instead of 3.0 is that one or more solder points for the connector has come loose. We've seen this problem on a few of devices (about 5-6) and we're taking steps to resolve this issue.

Please contact support@theeyetribe.com to have your device replaced.

[doogo]

I am experiencing the same issue, only now I can't even get the unit to register as connected at all. If I wiggle the cord I can get it register, with the same error as above, but only sometimes. I have sent an email to the support address but in the hopes of expediting the request (I am using the device on a time sensitive project) I am posting here as well. I would really like to get a replacement unit as soon as possible.

Thanks,
Cameron

[Martin]

Hi Cameron,

I hear you. We're replacing them as soon as possible.

[alperstein]

Hi Martin,
Looking forward to new version. I can't use Eyetribe anymore.
Thanks

[DrJuliusDeutsch]

Hi, I'm experiencing something similiar, but it seems that in my case it's a problem of the USB 3.0 ports. I have two USB 3.0 ports on my notebook. No matter which one I use: from time to time I get the server message that the device is connected to an USB 2.0 port. After disconnecting and reconnecting the server works fine.
When using my desktop up to now both USB 3.0 ports have been recognized as USB 2.0 (other devices work fine on the same ports).
I feel is that there is (also?) a problem with the USB 3.0 ports and the corresponding plugs. I have observed that with all USB 3.0 ports I have used up to now it was mechanically difficult to plug a device into; especially in the beginning I had to use force to get the plug into the port. Do USB 3.0 ports need some grinding-in?
I don't know if this helps, I just wanted to share my experience.
Regards
Julius

[john]

I have seen this error when leaving the unit plugged in, shutting down the computer, turning it back on, and then starting the server (for instance, when shutting down overnight and returning the next day). Once I unplug the cable at the device and plug it back in, the issue is resolved and it connects like normal.

[Martin]

DrJuliusDeutsch, looking into the issue of having to reconnect the USB cable for the initial start up sequence. How often does this occur for you? Also, on the desktop pc, did it work before and now it suddenly doesn't?

John, I've filed a report to the dev. team, just for clarification, do you hibernate/sleep the system or force a complete shut-down?

[maurice.debras]

Hi

I'm facing similar problem. After I encountered some issues with a PC ASUS with a faulty USB3, I got my new Surface PRO 2 and I'm having a similar message. EyeTribe does not recog USB2 And Im' having same error reported by MLV, should I contact also support for a potential soultion ?

Thanks again
Maurice

[maurice.debras]

I have to had that in "playing" a bit with the cable connected to the device, it works time to time, but as soon as I released it , it either disconnect or says should be USB3