"Connected but not working" and "must be connected to USB 3"

[anton.berg]

I have the same issue and the eyetribe server keeps requesting for firmware update.

Can someone please send the firmware update tool..

[Martin]

Anton,

Check your PM inbox for the link.

[deyman]

It looks like we're having the same problem; please send along the firmware upgrade - thanks!

[Martin]

Deyman,

I've sent you a PM with the link. Please let me know how it goes.

[haitham.elhussieny]

I have the same problem. Could I have the firmware updater ?

Thanks

[Martin]

Sure thing Haitham. You'll find a link in your inbox.

[JeffKang]

I just had a scare.

A few months back, I used the following to test the "connected but not working" and
"device not connected" that would occasionally occur.

SanDisk Ultra Fit™ CZ43 16GB USB 3.0 Low-Profile Flash Drive Up To 130MB/s Read- SDCZ43-016G-G46
http://www.amazon.com/SanDisk-Ultra-Low ... B00LLEN5FQ

Kingston Digital 32GB 100 G3 USB 3.0 DataTraveler (DT100G3/32GB)
http://www.amazon.com/Kingston-Digital- ... B00C5K8E1A

USBDeview can see how your computer is viewing the computer connections.
http://www.nirsoft.net/utils/usb_devices_view.html

I ordered a Cable Matters SuperSpeed USB 3.0 Type A to Micro-B Cable.
http://www.amazon.com/Cable-Matters%C2% ... B00C7SPM4M
(The cable shows up in USBDeview as WestBridge Cypress USB BootLoader).

Rasmus graciously offered to send me a replacement in September.

The replacement tracker worked flawlessly for a couple months until just tonight, where I got the error again.

I did the same tests with my USB drives, and they all showed up fine except for the tracker.

I then noticed that I was not using my bought Cable Matters USB 3.0 Cable that has a little sticker tag on it.
I used that cable, and the Eye Tribe tracker worked again.

I’m not sure what that means.

Was the cable the problem the first time, and my Cable Matters cable should have fixed it?
Although a loose USB connector "connected but not working" problem has been documented in earlier batches, I didn’t to need to send the tracker back?

But then again, I think I was called on to send everything back with the tracker, including the original cable.
That is, the replacement came with a new cable.
Did the replacement cable also fail?

Summary:
Old cable.
Try Cable Matters.
Tracker still doesn’t work.
Problem with tracker?

Replacement tracker comes with new cable.
Tracker doesn’t work.
Switching to Cable Matters fixes it.
Problem with cable?

I think that the extra take away from today is that if you come across this problem, you might want to try more than just one alternative USB 3.0 Cable, or make sure you test the cable thoroughly.

[standa.popelka]

Dear all,

I have the same problem... The device runs normally, but sometimes the Connected but not working appears.

Unplugging the cable helps sometimes...but very often it is necessary to do it many times.

Martin, could you please send me the update?

Best,
Standa

[Martin]

Hi Standa,

I've sent you a download link for the firmware updater. It does help in some situations but trying a different cable/port is recommended. Our main source of grief is USB3.0 drivers on Windows 7 for non-Intel controllers. It has improved a lot with Windows 10 which has native support for USB3.0.

[standa.popelka]

Dear Martin,

thanks for the updater...

Actually, the problem was in the cable...it seems as broken - it works for about six months...and then it works only as usb 2.0.
So I have changed it and also perform the update (which was not possible with old cable - because the device was not connected).

May I have an offtopic question? We are using the device in the science center - kids are playing simple games using curson control. The device works six days a week, each day about 12 hours.
Does it have any limits - in terms of hours of operating?

Thanks again.