[Resolved] Err USB3.0

[kenji]

Hi,

The EYE TRIBE TRACKER was functioning till yesterday.
I installed SDK Version 0.9.33 today.
Then, "EyeTribe.exe" displayed the following error.
The EYE TRIBE TRACKER Server stopped functioning.

I checked operation by two PCs （Windows8.1 and Windows7）.
They are supporting USB3.0.

Please advice for me.

Thank you.

//--- Error message
**************************************
** The EYE TRIBE TRACKER Server **
**************************************
Version: 0.9.33

INFO: Initializing environment
INFO: Constructing logfile:
C:\Users\****\AppData\Local\EyeTribe\Logs\20140412092724_1845796062.log

Settings applied:
TCP port: 6555
Framerate: 30

INFO: Initializing Eye Tribe Server
WARNING: Framerate not available, using default mode!
INFO: Eye Tribe Tracker firmware revision is 203
ERROR: The Eye Tribe Tracker must be connected to a USB 3 host!
//--- Error message

[Martin]

Hi kenji,

Sorry to hear about your issue with 0.9.33, we are looking into this.

Just to make sure that this is related to the new release, could you re-install 0.9.28 and verify that the device is working properly? I've sent you a download link to the old version in case you didn't keep it.

[kenji]

Hello,

Thank you for the advice.
However, a situation does not improve.
It stopped functioning, when using ”version0.9.28" from the "version 0.9.33.

At the time of Version ”version 0.9.21" and ”version0.9.28" , it was functioning normally as USB3.0.
This was functioning by two PCs（Windows8.1/7）.
Moreover, other peripheral equipment is functioning by two PCs as USB3.0.

Although the present firmware is "revision is 203", I do not know a firmware revision when functioning correctly.
Do you have any method of returning firmware?

Thank you.

//--- Error message
**************************************
** The EYE TRIBE TRACKER Server **
**************************************
Version: 0.9.28

INFO: Initializing environment
INFO: Constructing logfile:
C:\Users\hiken\AppData\Local\EyeTribe\Logs\20140413155435_2930908233.log
INFO: Initializing Eye Tribe Server
WARNING: Framerate not available, using default mode!
INFO: Eye Tribe Tracker firmware revision is 203
ERROR: The Eye Tribe Tracker must be connected to a USB 3 host!

[Martin]

Hi Kenji,

I think we should replace your device as it appears to have issues with the USB connection. Please contact support (at) theeyetribe.com to have a new one sent to you.

[kenji]

Hi,

Please contact support (at) theeyetribe.com to have a new one sent to you.

Please give me exchange of The EYE TRIBE urgently.
Where should I connect?

Thank you.

[Martin]

Please send an email to support@theeyetribe.com with a link to this thread and your postal address and we will ship a replacement device to you as soon as possible.