Known issues
Posted: 23 Jun 2014, 17:58This post will contain known issues with the Eye Tribe software and updated as we learn more.
[*]Device stops working after a while
The tracker works fine for a while but then it stops with the LEDs on. Server output typically "stream stopped".
This issue has been somewhat difficult to specifically locate. The severity varies greatly, on some machines it happens after a few minutes on others it takes hours. We have seen it more frequently on weaker/older systems, often with a USB PCI-Express card.
Update: We have confirmed issues with USB3.0 controllers based on the NEC Renasas USB 3.0 Chipset (µPD720200). This is used in several PCIe add-on cards (D-Link DUB-1310, ASUS U3S6).
Customer feedback:
"I have a D-Link DUB-1310 Rev. A PCIe USB 3.0 Card. The card have the NEC Renasas USB 3.0 Chipset, the µPD720200 version (supposed to be purchased before 10/16/2012, but a lot of PCIe cards still have this version). With the official D-Link driver, version 2.0.4.0, everything is ok (both first and second batches units works fine). However, with most recent drivers from Renasas (version 2.1.39), the second (2014 04) batch unit with firmware 293 do not work whereas the first (2013 12) batch unit with firmware 203 works perfectly.
- NEC Renesas D720200 with driver version 2.1.39.0 (on D-Link DUB-1310 PCIe): a real nightmare, lots of issues, to avoid absolutely!
- NEC Renesas D720202 with driver version 3.0.23.0 (on Transcend TS-PDU3 PCIe with SATA power connector) : no problem detected
- Fresco Logic FL1000 with driver version 3.6.2.0 (on LogiLink PC0056 ExpressCard 34) : no problem detected
- Fresco Logic FL1100 with driver 3.6.2.0 (on Inateck KTU3FR-4P PCIe) : no problem detected" (thanks Francis J.)
Solution: Try different version of the driver/firmware for the USB3.0 controller. Try different USB3.0 port as sometimes there is more than one USB 3.0 controllers on the motherboard.
[*]Device not working when connected through a USB hub
Device works fine when connected to a USB port on the computer but fails to initialize when connected through an USB hub.
Using USB hubs may introduce problems as often the total cable length exceeds the 2M maximum. Alternatively, the hub is not able to provide enough power for the device to work properly. This can also be a problem with monitors that have built-in USB hubs.
Solution: Connect the device directly to the USB port on the computer.
[*]Fails to install on Windows 8
The installer exits with the message that the .Net 3.5 framework is missing. Microsoft decided to disabled this by default.
Solution: Follow this guide to enable .Net 3.5
[*]Server reports device being connected on a USB2.0
The device must be connected on a working USB3.0 Superspeed port to work. It is essential that the vendor drivers for the USB3.0 controller are installed. We have seen a couple of cases where default drivers are installed on Windows 7 that does not work.
Solution: Figure out which brand/model the USB controller is using the Device Manager -> Universal Serial Bus controllers and Google-search for the specific drivers for this model. You should uninstall the existing drivers before installing the new ones as they might not be automatically replaced (seen this with Windows 7 on MacBooks/Bootcamp drivers).
[*]USB device not recognized
Windows displays a message saying that the device is not recognized but it was working before.
Solution: Open up the Device Manager, under Imaging Devices, right click on TheEyeTribe and select Uninstall. Then reconnect the device and let Windows install the device automatically. In some cases this message is displayed when the USB connector on the device has come loose and needs rework, please contact support@theeyetribe.com if you had a functional device and suddenly it no longer works (when there has been no changes to the computer).
[*]Device stops working after a while
The tracker works fine for a while but then it stops with the LEDs on. Server output typically "stream stopped".
This issue has been somewhat difficult to specifically locate. The severity varies greatly, on some machines it happens after a few minutes on others it takes hours. We have seen it more frequently on weaker/older systems, often with a USB PCI-Express card.
Update: We have confirmed issues with USB3.0 controllers based on the NEC Renasas USB 3.0 Chipset (µPD720200). This is used in several PCIe add-on cards (D-Link DUB-1310, ASUS U3S6).
Customer feedback:
"I have a D-Link DUB-1310 Rev. A PCIe USB 3.0 Card. The card have the NEC Renasas USB 3.0 Chipset, the µPD720200 version (supposed to be purchased before 10/16/2012, but a lot of PCIe cards still have this version). With the official D-Link driver, version 2.0.4.0, everything is ok (both first and second batches units works fine). However, with most recent drivers from Renasas (version 2.1.39), the second (2014 04) batch unit with firmware 293 do not work whereas the first (2013 12) batch unit with firmware 203 works perfectly.
- NEC Renesas D720200 with driver version 2.1.39.0 (on D-Link DUB-1310 PCIe): a real nightmare, lots of issues, to avoid absolutely!
- NEC Renesas D720202 with driver version 3.0.23.0 (on Transcend TS-PDU3 PCIe with SATA power connector) : no problem detected
- Fresco Logic FL1000 with driver version 3.6.2.0 (on LogiLink PC0056 ExpressCard 34) : no problem detected
- Fresco Logic FL1100 with driver 3.6.2.0 (on Inateck KTU3FR-4P PCIe) : no problem detected" (thanks Francis J.)
Solution: Try different version of the driver/firmware for the USB3.0 controller. Try different USB3.0 port as sometimes there is more than one USB 3.0 controllers on the motherboard.
[*]Device not working when connected through a USB hub
Device works fine when connected to a USB port on the computer but fails to initialize when connected through an USB hub.
Using USB hubs may introduce problems as often the total cable length exceeds the 2M maximum. Alternatively, the hub is not able to provide enough power for the device to work properly. This can also be a problem with monitors that have built-in USB hubs.
Solution: Connect the device directly to the USB port on the computer.
[*]Fails to install on Windows 8
The installer exits with the message that the .Net 3.5 framework is missing. Microsoft decided to disabled this by default.
Solution: Follow this guide to enable .Net 3.5
[*]Server reports device being connected on a USB2.0
The device must be connected on a working USB3.0 Superspeed port to work. It is essential that the vendor drivers for the USB3.0 controller are installed. We have seen a couple of cases where default drivers are installed on Windows 7 that does not work.
Solution: Figure out which brand/model the USB controller is using the Device Manager -> Universal Serial Bus controllers and Google-search for the specific drivers for this model. You should uninstall the existing drivers before installing the new ones as they might not be automatically replaced (seen this with Windows 7 on MacBooks/Bootcamp drivers).
[*]USB device not recognized
Windows displays a message saying that the device is not recognized but it was working before.
Solution: Open up the Device Manager, under Imaging Devices, right click on TheEyeTribe and select Uninstall. Then reconnect the device and let Windows install the device automatically. In some cases this message is displayed when the USB connector on the device has come loose and needs rework, please contact support@theeyetribe.com if you had a functional device and suddenly it no longer works (when there has been no changes to the computer).