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

[JeffKang]

I got some sort of error which can happen from time to time.
I forgot to copy from the Eyetribe server command line, but here's the log.

Code: Select all

2015-05-31 14:08:27.808|1859240167|I|Device registered
2015-05-31 14:08:27.808|1859240167|I|Validating camera device
2015-05-31 14:08:27.808|1859240167|I|Initializing tracker device
2015-05-31 14:08:27.808|1859240167|I|Starting Direct Show device
2015-05-31 14:08:27.893|1859240167|I|Building Direct Show render graph
2015-05-31 14:08:27.919|1859240167|I|Setting up device properties
2015-05-31 14:08:27.936|1859240167|I|Setting chosen video format
2015-05-31 14:08:27.945|1859240167|I|Validate camera firmware
2015-05-31 14:08:27.947|1859240167|I|Eye Tribe Tracker firmware revision is 203
2015-05-31 14:08:27.949|1859240167|I|Validate USB3 host
2015-05-31 14:08:27.949|1859240167|I|Validate camera device stream
2015-05-31 14:08:29.061|1859240167|E|The Eye Tribe Tracker cannot stream data
2015-05-31 14:08:29.065|1859240167|E|The Eye Tribe Tracker is not working
2015-05-31 14:08:29.065|1859240167|E|The tracker device has been connected but is not working
2015-05-31 14:08:29.067|651073930|I|Creating Detection Manager
2015-05-31 14:08:29.075|651073930|I|Creating Calibration Manager
2015-05-31 14:08:29.093|651073930|I|Default calibration profile loaded!
2015-05-31 14:08:29.095|651073930|I|Validating number of camera devices
2015-05-31 14:08:29.095|651073930|I|Validating config chosen device
2015-05-31 14:08:44.913|3638284184|I|New connection detected [176093691904]
2015-05-31 14:08:45.374|1859240167|I|The device stream has started
2015-05-31 14:08:45.374|3638284184|I|Tracker started
2015-05-31 14:08:45.374|3638284184|I|Creating new connection [176093691904]

I don't know if it's related to the “The Eye Tribe Tracker must be connected to a USB 3 host” USB error that I mentioned in this post, and which I also sometimes get:

viewtopic.php?f=9&t=398&p=1732&sid=9d7121289c809555b9e5eb5d149b34cd#p1732

Whether it's "connected but not working", or "must be connected to a USB 3 host", a replug of the cable will usually fix it.

Another thread:

Re: The tracker device has been connected but is not working

viewtopic.php?f=9&t=387

Hi Parkin,

Most likely missing drivers for the embedded Intel USB 3.0 controller. You can download them from HP here.

I don't think my "connected but not working" is related to the "connected but not working" in the thread about drivers.
My Eye Tribe tracker almost always works.

[Martin]

Hi Jeff,

First I'd like to make sure this issue isn't related to version 0.9.56, I've sent you the links for downloading previous versions (uninstall current version first).

If this doesn't help I would like to update the firmware to the latest version which in some cases resolves streaming issues (link in the PM).

If the problem remains we can replace the unit, not sure it will help, it's difficult to tell if this is software/hardware/OS related.

[JeffKang]

Cool.
I'll try the older versions.

No sure if that it's related to 0.9.56, as I first posted about issues back on June 2014:
Cannot stream data – verify that the USB host is working
viewtopic.php?f=9&t=227&p=988&sid=1f896109da347b57776dd0e7bdf39fdf#p988
Eye Tracker USB error
viewtopic.php?f=9&t=221&p=961&sid=1f896109da347b57776dd0e7bdf39fdf#p961

(Think the 3 types of issues that required a USB replug are "Connected but not working", "must be connected to USB 3", and “Cannot stream data”).

I'll check out the firmware update though.
Thanks.

[ganesh.nagesh]

I too am facing a similar issue where the error message says " The tracker device has been connected but not working".
I have been trying on Window 7 64 bit machine. The SDK version is 0.9.56-x86.
Please let me know how to download older version or if any firmware update needs to be done
Thanks
Ganesh

[ganesh.nagesh]

Resolved after updating the drivers on my PC

[JeffKang]

Resolved after updating the drivers on my PC

I think that my problem is different.
"Connected but not working" only happens occasionally.
I have to unplug and replug to fix it.
Lately, I've had to try replugging it a couple times.

A search for "USB 3 functioning as USB 2" turns up a thread about drivers:
>USB 3.0 ports function as USB 2.0 ports on Windows 7 with an Intel USB 3.0 xHCI Controller
http://superuser.com/questions/719079/u ... b-3-0-xhci
However the “iusb3hcs” (Intel(R) USB 3.0 Host Controller Switch Driver) mentioned in the answer appears for me in Device Managers, so I think that I have the driver.

I'm using the USBviewer freeware to monitor the status of the USB ports.



USBviewer shows that Eye Tribe is sometimes recognized as USB 2.
On the other hand, my SanDisk Ultra Fit™ CZ43 16GB USB 3.0 and Kingston Digital 32GB 100 G3 USB 3.0 DataTraveler from Amazon are recognized as USB 3 all the time.

I’m ordering a Cable Matters SuperSpeed USB 3.0 Type A to Micro-B Cable to see if changing the cable will make a difference.

[Björn]

Hello,

we have the same problem here. The tracker says it is only connected to a USB 2.0 host. It worked a week ago on the same computer and we did not change anything system related. Tested it on three others (2 mac, one Windows) same problem everywhere. My Mac here uses the current 0.9.56 firmware.

It might be a cable problem (right now we are using the flat cable that came with the tracker). I have to ask around and see if we have another spare cable lying around somewhere.

Maybe updating the firmware might also help?

[Martin]

Hej Björn,

I've sent you a download link for the firmware flasher tool (see PM). It has proven to help with some devices, worth trying.

Trying a different cable is a good idea. We have replaced the flat cable that was shipped with the first batch, caused some issues with certain USB3.0 controllers.

[ad0038]

I have the same issue and the eyetribe server keeps requesting for firmware update. Martin , can you please send me the update too.

[Martin]

ad0038, check your PM inbox for the link.