Hardware failing? Increasing disconnects (lights on)

[greg]

I use the tracker at my desk, and no damage has been done to it, cable, or USB 3 port (I've tried combinations).

It has been working fine all the time for the last year. And since it was released, I have been using the latest server version with calibration profile saving.

Suddenly since May 17 2015 tracking will stop and I see :

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The Eye Tribe Tracker has been disconnected

The LEDs are still active, and after a few seconds I see:

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[21:26:14.261] INF: Eye Tribe Tracker firmware revision is 293
[21:26:14.263] INF: Accessing Tracker device

The Eye Tribe Tracker stands ready!

and tracking resumes. After a while, the server window looks like: http://i.imgur.com/5m65Flf.png

No physical changes (jostling, bumping, loose connection, vibration). And the computer is not idle or otherwise power saving. And the system is not "busy" or otherwise resource starved. The device is warm as usual but not over-hot. I am using the original short cable that came with the tracker, and have tried both the laptop's USB3 ports with the same result.

During one of these burps, the log file looks like:

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2015-05-20 11:11:39.499|1246608237|W|The device stream has paused
2015-05-20 11:11:40.498|1246608237|E|The device stream has stopped
2015-05-20 11:11:45.066|703075805|I|Connection removed [158980931584]
2015-05-20 11:11:50.499|1246608237|E|UVC Extensions (tetcode:2254)
2015-05-20 11:11:52.631|1246608237|I|The device stream has stopped
2015-05-20 11:11:52.631|1246608237|I|Resetting the device!
2015-05-20 11:11:52.635|1246608237|I|Stopping Direct Show device
2015-05-20 11:11:52.742|1246608237|W|The Eye Tribe Tracker has been disconnected, waiting for connection
2015-05-20 11:11:52.744|703075805|I|Tracker stopped
2015-05-20 11:11:52.744|703075805|I|New connection detected [163275898880]
2015-05-20 11:11:52.744|703075805|E|Could not start tracker
2015-05-20 11:11:52.744|703075805|I|Creating new connection [163275898880]
2015-05-20 11:11:52.744|703075805|I|Server has awoken from sleep, connections are spared from expiration!
2015-05-20 11:11:52.751|1246608237|I|Validating camera device
2015-05-20 11:11:52.751|1246608237|I|Initializing tracker device
2015-05-20 11:11:52.751|1246608237|I|Starting Direct Show device
2015-05-20 11:11:52.753|1246608237|I|Building Direct Show render graph
2015-05-20 11:11:52.892|1246608237|I|Setting up device properties
2015-05-20 11:11:52.909|1246608237|I|Setting chosen video format
2015-05-20 11:11:52.918|1246608237|I|Validate camera firmware
2015-05-20 11:11:52.920|1246608237|I|Eye Tribe Tracker firmware revision is 293
2015-05-20 11:11:52.922|1246608237|I|Validate USB3 host
2015-05-20 11:11:52.922|1246608237|I|Validate camera device stream
2015-05-20 11:11:53.342|1246608237|I|The Eye Tribe Tracker stands ready


I saw in "Known issues" that there is incompatibility with some USB hardware, but that should not be the case for me because I have been using the same built-in USB3 hardware in the laptop (directly plugged in). My USB devices: http://i.imgur.com/ZvjhIge.png

This seems to be some kind of hardware rot, although I am not ruling out that some other software was installed on 5/17 that interfered. However I have removed the updates that were installed at that time and it doesn't seem to make any difference.

I would be interested if there is any way to further narrow down what is going on.

[Martin]

Hi Greg,

Thanks for posting the logs.

Lets make sure it's not the latest version causing this.
I've sent you download links for v49 & v51 to your PM inbox.

Uninstall the current version first and let me know if the problem is still there with 49 or 51.
If that's the case we will arrange for RMA with Rasmus. If not we will open a ticket and investigate the device handling for v56.

Whats the brand/model of the computer? Version of Windows?

[greg]

Tried with 51 and 49, looks like identical problem.

It is an HP win7x64. Here is the sys info: http://i.imgur.com/IpeEL9k.png
and here is the USB info: http://i.imgur.com/DprFXb4.png

Once again, this has been happily working for about 1 year, until 11 days ago.

I would appreciate receiving a new unit. I don't want to give up my current one during the exchange (too useful) so I will be happy to pay for an additional unit if necessary to ensure I am not just stealing a unit from you Please direct me whether to fill an RMA, place an order, etc. I have simultaneously ordered a new (short) USB3 cable from Amazon, because "always test the cables".

[Martin]

Ok, seems to be HW issue, could be that the USB connector has gone bad. We've seen this on 5-10% of the first batch, the design was then revised for subsequent batches.

Please contact Rasmus at support@theeyetribe.com and he will arrange for a replacement.