"The tracker device has been connected but is not working"

[md12]

Hi all,

I am using Macbook pro with 2 usb3.0 ports. However, when I connect Eyetribe, it gets connected under usb3.0 High-speed Bus (which is essentially usb2.0), and I get the following error:

2015-09-10 21:30:20.549|8594856936455172034|I|Creating new log file
2015-09-10 21:30:20.549|8594856936455172034|I|Initializing environment
2015-09-10 21:30:20.549|8594856936455172034|I|OS X version 10.10.5
2015-09-10 21:30:20.549|8594856936455172034|I|Detecting primary screen
2015-09-10 21:30:20.563|8594856936455172034|I|Initializing config system
2015-09-10 21:30:20.563|8594856936455172034|I|TCP port: 6555
2015-09-10 21:30:20.563|8594856936455172034|I|Connections: local only
2015-09-10 21:30:20.563|8594856936455172034|I|Framerate: 30
2015-09-10 21:30:20.563|8594856936455172034|I|Initializing the Eye Tribe Server (v0.9.56)
2015-09-10 21:30:20.563|8594856936455172034|I|Initializing network
2015-09-10 21:30:20.564|8594856936455172034|I|Initializing dispatcher
2015-09-10 21:30:20.564|8594856936455172034|I|Initializing Network
2015-09-10 21:30:20.564|8594856936455172034|I|Setting network connection port
2015-09-10 21:30:20.564|8594856936455172034|I|Setting max network connections
2015-09-10 21:30:20.564|8594856936455172034|I|Setting connection timeout
2015-09-10 21:30:20.564|8594856936455172034|I|Starting Network
2015-09-10 21:30:20.564|8594856936455172034|I|Checking for running instances
2015-09-10 21:30:20.564|8594856936455172034|I|Creating Tracker Manager
2015-09-10 21:30:20.564|8594856936455172034|I|Creating Camera Manager
2015-09-10 21:30:20.673|8594856936455172034|I|Starting Device Monitor
2015-09-10 21:30:20.787|16283314551191193828|I|Video capturing device Found: TheEyeTribe
2015-09-10 21:30:20.787|16283314551191193828|I|Registering the device
2015-09-10 21:30:20.787|16283314551191193828|I|Device registered
2015-09-10 21:30:20.787|16283314551191193828|I|Video capturing device Found: FaceTime HD Camera
2015-09-10 21:30:20.787|16283314551191193828|I|Validating camera device
2015-09-10 21:30:20.787|16283314551191193828|I|Initializing tracker device
2015-09-10 21:30:20.798|16283314551191193828|I|Setting up device properties
2015-09-10 21:30:20.801|16283314551191193828|E|Could not initialize The Eye Tribe Tracker
2015-09-10 21:30:20.801|16283314551191193828|E|The tracker device has been connected but is not working


I even tried to install bootcamp and run EyeTribe there, but that didn't work out either. Anyone have any idea? Helps would be greatly appreciated!

-YS

[md12]

It turns out it was a cable problem!

[Martin]

Thanks for letting me know. Were you using the cable that comes with the kit? If so, is it round or flat?

[tania_spiteri]

I am having the same issue with the error message displaying "the tracker device has been connected but is not working", however I am getting a different error message to the one posted above:

Version: 0.9.56

Settings applied:
TCP port: 6555
Connections: local only
Framerate: 30

[11:19:30.919] INF: Initializing the Eye Tribe Server
2015-11-05 11:19:31.146 EyeTribe[14628:1766390] Error loading /Library/Audio/Plug-Ins/HAL/SeratoVirtualAudioPlugIn.plugin/Contents/MacOS/SeratoVirtualAudioPlugIn: dlopen(/Library/Audio/Plug-Ins/HAL/SeratoVirtualAudioPlugIn.plugin/Contents/MacOS/SeratoVirtualAudioPlugIn, 262): no suitable image found. Did find:
/Library/Audio/Plug-Ins/HAL/SeratoVirtualAudioPlugIn.plugin/Contents/MacOS/SeratoVirtualAudioPlugIn: mach-o, but wrong architecture
2015-11-05 11:19:31.146 EyeTribe[14628:1766390] Cannot find function pointer New_SHP_PlugIn for factory 834FC054-C1CC-11D6-BD01-00039315CD46 in CFBundle/CFPlugIn 0x7fe271706930 </Library/Audio/Plug-Ins/HAL/SeratoVirtualAudioPlugIn.plugin> (bundle, not loaded)
[11:19:31.394] ERR: Could not initialize The Eye Tribe Tracker!
The tracker device has been connected but is not working

Has anybody had a similar issue to this before or have ideas for trouble shooting?

Thanks!!

[Martin]

Hi Tania,

Seems there's an irrelevant plugin causing issues with detecting the device. It's the first time we've seen that error.

I found a thread on the Apple forum, it states:

Code: Select all

Basically you're being told that you need an update to the plugin. That message normally indicates that it's a 32-bit plugin with 64-bit software (or vice-versa), and the only fix is an update by the developer.

[sunfish7]

I'm experiencing the same error message (log below).

MacBook Air mid-2012, running ./EyeTribe and then connecting my device to one of the inbuilt USB ports using the shorter of the cables that came with the kit.

If I restart the machine with the device still connected, and then do ./EyeTribe it works.

I purchased my unit in May 2014 (I have only just taken it out of the box). Is updating the firmware likely to fix it?

π

Code: Select all

pi@piBookAir.local ~ /Users/pi/:
 ⤐  cd /Applications/EyeTribe/ ; ./EyeTribe
[13:40:04.828] INF: Initializing environment
[13:40:04.830] INF: Constructing logfile:
  /Users/pi/eyetribe/logs/20151201134004_2087169119121285586.log

**************************************
**   The EYE TRIBE TRACKER Server   **
**************************************
Version: 0.9.56

Settings applied:
TCP port: 6555
Connections: local only
Framerate: 30

[13:40:04.859] INF: Initializing the Eye Tribe Server

The Eye Tribe Tracker is waiting to be connected!
[13:40:15.010] ERR: Could not initialize The Eye Tribe Tracker!
The tracker device has been connected but is not working

The Eye Tribe Tracker has been disconnected!
^C
 ✘

pi@piBookAir.local ~ /Applications/EyeTribe:
 ⤐  cat /Users/pi/eyetribe/logs/20151201134004_2087169119121285586.log
2015-12-01 13:40:04.831|2087169119121285586|I|Creating new log file
2015-12-01 13:40:04.831|2087169119121285586|I|Initializing environment
2015-12-01 13:40:04.832|2087169119121285586|I|OS X version 10.11.1
2015-12-01 13:40:04.832|2087169119121285586|I|Detecting primary screen
2015-12-01 13:40:04.859|2087169119121285586|I|Initializing config system
2015-12-01 13:40:04.859|2087169119121285586|I|TCP port: 6555
2015-12-01 13:40:04.859|2087169119121285586|I|Connections: local only
2015-12-01 13:40:04.859|2087169119121285586|I|Framerate: 30
2015-12-01 13:40:04.859|2087169119121285586|I|Initializing the Eye Tribe Server (v0.9.56)
2015-12-01 13:40:04.860|2087169119121285586|I|Initializing network
2015-12-01 13:40:04.862|2087169119121285586|I|Initializing dispatcher
2015-12-01 13:40:04.862|2087169119121285586|I|Initializing Network
2015-12-01 13:40:04.862|2087169119121285586|I|Setting network connection port
2015-12-01 13:40:04.862|2087169119121285586|I|Setting max network connections
2015-12-01 13:40:04.862|2087169119121285586|I|Setting connection timeout
2015-12-01 13:40:04.862|2087169119121285586|I|Starting Network
2015-12-01 13:40:04.862|2087169119121285586|I|Checking for running instances
2015-12-01 13:40:04.863|2087169119121285586|I|Creating Tracker Manager
2015-12-01 13:40:04.863|2087169119121285586|I|Creating Camera Manager
2015-12-01 13:40:04.968|2087169119121285586|I|Starting Device Monitor
2015-12-01 13:40:05.102|2939271098554524081|I|Video capturing device Found: FaceTime HD Camera (Built-in)
2015-12-01 13:40:05.974|2087169119121285586|I|Creating Detection Manager
2015-12-01 13:40:05.985|2087169119121285586|I|Creating Calibration Manager
2015-12-01 13:40:05.987|2087169119121285586|I|Validating number of camera devices
2015-12-01 13:40:05.987|2087169119121285586|W|Waiting for the tracker device to be connected
2015-12-01 13:40:14.984|2939271098554524081|I|Video capturing device Found: TheEyeTribe
2015-12-01 13:40:14.984|2939271098554524081|I|Registering the device
2015-12-01 13:40:14.985|2939271098554524081|I|Device registered
2015-12-01 13:40:14.985|2939271098554524081|I|Validating camera device
2015-12-01 13:40:14.985|2939271098554524081|I|Initializing tracker device
2015-12-01 13:40:15.003|2939271098554524081|I|Setting up device properties
2015-12-01 13:40:15.010|2939271098554524081|E|Could not initialize The Eye Tribe Tracker
2015-12-01 13:40:15.010|2939271098554524081|E|The tracker device has been connected but is not working
2015-12-01 13:40:42.997|2939271098554524081|W|The Eye Tribe Tracker has been disconnected, waiting for connection
 ✔

[sunfish7]

Ok, I have it behaving correctly!

I still had my wired keyboard connected into my MacBook Air's other USB port.

If I remove it, the EyeTribe now registers correctly when I plug it in.
If I insert a powered hub between the other port and the keyboard, it continues to work correctly.

So I believe it is a power issue; I'm a little disappointed with the MacBook design (i.e. that the USB ports share current in this way).

Can I recommend updating the FAQ to say:

"Warning: EyeTribe consumes close to the maximum current USB hubs typically provide. If your device is not being recognised, it is likely that it cannot get enough power due to some other USB device connected to the same hub (i.e. one of your other USB ports). Consider using a powered hub!"

[Martin]

Ok, thanks for posting back. I've posted earlier that we've seen the known issue with unpowered hubs (but on Windows).

I've forwarded your message to support to have it included in the FAQ.

[sunfish7]

Thanks, I've purchased a Sabrent USB3 powered hub and I am waiting for the power cord (which I had to purchase separately) to arrive.

I am hoping that routing my EyeTribe through this may resolve the issue.

If that does solve the problem, I wonder whether this may be a good solution for people in general. Clearly not ideal, but it would be a convenient hack if we found one particular powered USB hub that is known to accept the EyeTribe.

i.e. It might create a worst-case scenario safety-net.

π

[Martin]

Ok, let me know how the Sabrent hub turns out.

Please remember to keep the total cable length shorter than 3 meters (In general, longer distance requires better cables). Any longer than that and you will need an active repeater.