[Resolved] Connection issues

[mschoenfeldt]

Hi,

yesterday i tried the eyetribe device. It was working very well on my USB 3 connection. Today it is no longer working. But iam using the same usb 3 controller. the error message is similiar like this: "this device can be faster with usb 3.0" .
So , i tried some other Usb 3 . 0 devices. There are working very well on thsi usb 3.0 ports. (means in "superspeed mode".

I also updated my mainboard drivers...
I also checked usb connection with "USB Device tree viewer" and usbdeview. Nothing special.

the eyetribe is still not working...Do you have any ideas about this ?

Thanks in advance

Mario

[mschoenfeldt]

Ok, the device seems to be "damaged". It looses usb contact from time to time. I have to "jiggle" the connector and then it works for some seconds. Yesterday it was working very well , without problems.

Cheers,

MArio

[Martin]

Hi Mario,

That's a bit odd, could it be the cable that is bad? Do you have another cable to try with?

Did something happen to the device between yesterday and today? E.g. went outdoors, installed on a new computer, dropped, new cable etc. ?

[mschoenfeldt]

Hi Martin,

i tested it with another cable. Same results.
The only thing what happens (during night) is that the device was unplugged in the morning. (for showing it some people ) later i reconnected the device ...and it was no longer working.
It is also possible that the device was running during the whole night (because at least the eyetribe server was running in the morning, but the leds were disabled)

Anyway, we would like to change the device . Can we simply retour the device to get a new one ?

[Martin]

Hi Mario,

The device is designed for being connected many times and running overnight is not a problem. The LEDs automatically go off when there is no applications connected to the server so that is perfectly normal. Perhaps the soldering for the USB connected has been damaged or a pin has gone bad. I would like to investigate it. Please send an email to "support@theeyetribe.com" to get mailing instructions to have your device sent back and we'll replace it with a new one.