Frequent disconnects, and "firmware update required"

[stewart.greenhill]

Hi,

I'm trying to run the Eyetribe tracker on a Macbook Air (11 inch Mid 2012, Model 5.1, 1.7Ghz Core i5, Mac OSX 10.8.5).

I can calibrate and run the tracker, but after a couple of minutes it stops with the error: "The Eye Tribe Tracker has been disconnected!"
followed by: "The Eye Tribe Tracker is not supported!" and then "The tracker device has been connected but is not working"
The EyeTribe UI shows: "A Firmware updated is required."

While running, the calibration seems good, but it never works for more than about 5 to 10 minutes before disconnecting. Sometimes unplugging and replugging the device causes it to continue, but never for very long.

Is there a fix for this? It seems to be a common problem on all platforms.

Cheers,
Stewart

Error log:

Code: Select all

[16:03:32.523] INF: Initializing environment
[16:03:32.524] INF: Constructing logfile:
  /Users/stewart/eyetribe/logs/20150828160332_17115312327539052603.log

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

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

[16:03:32.538] INF: Initializing the Eye Tribe Server
[16:03:33.827] INF: Eye Tribe Tracker firmware revision is 293
[16:03:33.827] INF: Accessing Tracker device

The Eye Tribe Tracker stands ready!

[16:03:36.183] INF: Default calibration profile loaded!

The Eye Tribe Tracker has been disconnected!
2015-08-28 16:04:42.503 EyeTribe[413:4403] CameraControl Error: Control request failed: 00000000
2015-08-28 16:04:49.505 EyeTribe[413:4403] CameraControl Error: Control request failed: 00000000
2015-08-28 16:04:56.510 EyeTribe[413:4403] CameraControl Error: Control request failed: 00000000
[16:04:56.511] ERR: The Eye Tribe Tracker is not supported!

The tracker device has been connected but is not working


USB Bus status:

Code: Select all

USB 3.0 SuperSpeed Bus:

  Host Controller Location:   Built-in USB
  Host Controller Driver:   AppleUSBXHCI
  PCI Device ID:   0x1e31
  PCI Revision ID:   0x0004
  PCI Vendor ID:   0x8086
  Bus Number:   0x0a

TheEyeTribe:

  Product ID:   0x00fb
  Vendor ID:   0x29ab
  Version:    0.00
  Serial Number:   0000000001
  Speed:   Up to 5 Gb/sec
  Manufacturer:   Leopard Imaging
  Location ID:   0x15200000 / 2
  Current Available (mA):   900
  Current Required (mA):   224


[Martin]

Hi Stewart,

Sounds like the typical device stops issue, we have been battling this issue for some time.

What we know so far:
- Primarily affects systems designed before 2013 (1st generation USB 3.0 support).
- Heavily dependent on USB3.0 controller and driver version.
- Particularly troublesome with Renesas chips.
- Has been observed when using long cables (over 2 meters) or cheap hubs.

Know resolutions:
- Updating USB3.0 drivers resolves 50% of the cases
- Updating OS to newer version helps as the USB stack has been matured
- Flashing new device firmware helps in about 30% of unresolved cases (new watch-guard mechanism). I have sent you a PM with a download link for the flasher tool (currently only runs on Windows)

There seems to be some complaints on USB3.0 and 2012 Air. I am unaware if updating to more recent OS X (e.g. Yosemite) resolves the issue.

Do you have any possibility to test on a different system?

[stewart.greenhill]

Thanks Martin,

The problem was resolved with a firmware upgrade. I tried versions 202-1, and 484 and both worked fine.

During tracking, I observed an increased CPU load with the latest firmware version (484), so for the moment I am using 202. Presumably it is streaming more efficiently so maybe requires that more frames be analysed.

Cheers,
Stewart

[Martin]

Hi Stewart,

Good to hear.

Your assumption is correct. The new firmware has slightly higher throughput, which translates to a slightly larger trackbox (in addition to more precise frame timing and robust streaming).

The modified 203 has the same modes as the original but with the new improved streaming (watchdog).