The tracker device has been connected but is not working

[stefan.wolf]

Hello,
I use Windows 7 (64). I tried this on two computer with the same result.
I can see in the console-window the start and then
ERR: Could not initialize The Eye Tribe Tracker!
The tracker device has been connected but is not working


There are no red lights in the tracker


Here is one of the logfiles (they allways look similar):
2014-12-17 14:17:23.544|99777324|I|Creating new log file
2014-12-17 14:17:23.545|99777324|I|Initializing environment
2014-12-17 14:17:23.545|99777324|I|Detecting primary screen
2014-12-17 14:17:23.547|99777324|I|Register control handler
2014-12-17 14:17:23.547|99777324|I|Initializing config system
2014-12-17 14:17:23.548|99777324|I|TCP port: 6555
2014-12-17 14:17:23.548|99777324|I|Connections: local only
2014-12-17 14:17:23.548|99777324|I|Framerate: 30
2014-12-17 14:17:23.554|99777324|I|Initializing the Eye Tribe Server (v0.9.49)
2014-12-17 14:17:23.555|99777324|I|Initializing network
2014-12-17 14:17:23.559|99777324|I|Initializing dispatcher
2014-12-17 14:17:23.559|99777324|I|Initializing Network
2014-12-17 14:17:23.559|99777324|I|Setting network connection port
2014-12-17 14:17:23.559|99777324|I|Setting max network connections
2014-12-17 14:17:23.559|99777324|I|Setting connection timeout
2014-12-17 14:17:23.559|99777324|I|Starting Network
2014-12-17 14:17:23.559|99777324|I|Checking for running instances
2014-12-17 14:17:23.561|99777324|I|Creating Tracker Manager
2014-12-17 14:17:23.561|99777324|I|Creating Camera Manager
2014-12-17 14:17:23.561|99777324|I|Initializing COM library
2014-12-17 14:17:23.562|99777324|I|Initialized COM library
2014-12-17 14:17:23.562|99777324|I|Starting Device Monitor
2014-12-17 14:17:23.578|1365020789|I|Video capturing device Found: QuickCam Communicate Deluxe
2014-12-17 14:17:23.578|1365020789|I|Video capturing device Found: TheEyeTribe
2014-12-17 14:17:23.669|1365020789|I|Registering the device
2014-12-17 14:17:23.669|1365020789|I|Device registered
2014-12-17 14:17:23.669|1365020789|I|Validating camera device
2014-12-17 14:17:23.669|1365020789|I|Initializing tracker device
2014-12-17 14:17:23.669|1365020789|I|Starting Direct Show device
2014-12-17 14:17:23.760|1365020789|I|Building Direct Show render graph
2014-12-17 14:17:24.025|1365020789|I|Setting up device properties
2014-12-17 14:17:24.027|1365020789|E|Could not initialize The Eye Tribe Tracker
2014-12-17 14:17:24.029|1365020789|E|The tracker device has been connected but is not working
2014-12-17 14:17:24.561|99777324|I|Creating Detection Manager
2014-12-17 14:17:24.573|99777324|I|Creating Calibration Manager
2014-12-17 14:17:24.573|99777324|I|Validating number of camera devices
2014-12-17 14:17:24.573|99777324|I|Validating config chosen device
2014-12-17 14:17:28.421|1595805843|I|New connection detected [176093691904]
2014-12-17 14:17:28.566|1365020789|I|Starting Direct Show device
2014-12-17 14:17:28.568|1365020789|I|Building Direct Show render graph
2014-12-17 14:17:28.647|1365020789|E|Direct Show [-2147024809] (tetcode:2219)
2014-12-17 14:17:28.647|1365020789|I|Stopping Direct Show device
2014-12-17 14:17:28.747|1595805843|E|Could not start tracker
2014-12-17 14:17:28.747|1595805843|I|Creating new connection [176093691904]

[Martin]

Hi Stefan,

Most likely related to the drivers for the USB 3.0 controller on Windows 7, it has been our #1 issue.
Windows 8 with a native USB3.0 driver appears to works well in most cases.

[joaquin]

I was experiencing troubles with WIFI and before adding my situation to this post I wanted to test it a little bit more.

But in the meanwhile I received this error.


I did use the TET for 1 week wthout any problems before this happend.

I 'solved' it reinstalling the same SDK (TheEyeTribeSDK-0.9.49-x86), but after a second the error comes back.
In the UI I gett the message "A firmware update is required", where can I get the last firmware? and if it possible to update it, how this is done?

________________________________________________
Running on a:
Notebook Lenovo G510
Core i7-4700MQ, 12GHz RAM
Windows 7 Ultimate (64-bits) SP1
Intel(R) USB3.0 2.5.0.19 (iusb3drv.20130329-0534)

[Martin]

I would be curious to know what would happen if you re-flashed or updated the firmware. I have sent you a PM with beta version of our flasher tool. Seems to do wonders on stream-stopped issues on Windows (on the limited set we've tested so far).

It's beta - so not without hiccups, computer skills helps (i.e windows device manager).

Let me know on this thread.

[rob.wright]

Hello Martin, I'm new to the eyetracker and have been having problems with connecting - I'm getting exactly the same issues as the first post.

I'm running on a MacBook Air using Parallel's on Win 7 64 bit - one of the issues was the USB 3 set up but I've completed that and infact had the device running for a short period of time.

The device runs perfectly on my MacBook Air every time! However, the key to using windows was to get to use the Beta EyeProof software - which is brilliant by the way. (no Mac version yet?)

Any suggestions for getting my eyetracker up and running in the Win 7 64 bit environment.


SOLVED - http://theeyetribe.com/forum/viewtopic.php?f=28&t=432&sid=bd61f42a30d8a2393dae5e40ce628037

[the.three]

I just got my Eye Tribe yesterday, and am currently trying to get it set up, but I'm having the exact same problem.

When it connects, there are no obvious driver errors, and "TheEyeTribe" shows up under "Devices and Printers." But when I start the server, I get the 'connected but not working' message.

Strangely, I get a tooltip from Windows popping up with the standard message that the device could perform faster if it were connected via USB 3.0. However, I'm fairly certain USB 3.0 is working fine (I know my hardware supports it, and I have verified that it is turned on in my BIOS), so this message seems pretty strange. From what I understand, and please correct me if I'm wrong, shouldn't the server's readout display a different error message if it detects that the connection is not USB 3.0? Not just the generic "The tracker device has been connected but is not working"? And if so, it is extremely odd that Windows would be implying a USB version mismatch, but the software itself would think the connection was good.

Any advice on how to troubleshoot this?

[joaquin]

I definitely doesn't have an answer, but... I had re-install the SDK and it start working again but not so good. Afterwards I have one port that always throw me that error and the other doesn't (both identical USB 3). I found that closing the Server prior to unplugging the device prevent that error in next connection (in this regard, I believe there are no official recomendation on how to proceed, since the device is not 'ejectable').
If I remember I will check if the upgrade of the firmware or SDK (that I did on monday) have correct this error.
Which USB driver do you have? And PC?

[the.three]

My computer is a custom desktop build, but the motherboard is a Sabertooth Z77.

As for the drivers, that is admittedly where I get a little more uncertain. In my Device Manager, under "Universal Serial Bus controllers," there are a ton of entries, so I don't actually know which controller or driver is most relevant. Per a suggestion I found elsewhere, I made sure to update my ASMedia drivers, but that didn't seem to fix the problem. I also seem to have Intel USB 3.0 drivers, but it says those are up to date as well.

[y.rivilis]

Same problem. My accaunt page dost have link to instol softwaer. Anybody, please help. I bout it for my wife, she got ALS, cant talk
Yakov, my email y.rivilis@yahoo.com

[joaquin]

I can confirm that updating, both firmware and SDK, didn't resolve the problem.