Track IR 4 is not recognised

madfreddy
Posts: 6
Joined: Thu Apr 18, 2013 6:07 am

Re: Track IR 4 is not recognised

Post by madfreddy » Thu Apr 18, 2013 11:30 pm

Hi Dustin,

the device is bought 2008 - so no warrenty left, I guess.
But it workt perfekt on the same computer prior reinstalling xp.
Tried severall times, also on other computers. No detection, so lights at all at the d�vice. Is there a possible function check, prior getting a new one?

Tried to sent a mail to your support, but the mail did not get out for some reason. Would like to sent a picture with my dirver-setup.

Thanks and BR

Manni

NaturalPoint-Dustin
Posts: 612
Joined: Tue Mar 19, 2013 5:03 pm

Re: Track IR 4 is not recognised

Post by NaturalPoint-Dustin » Fri Apr 19, 2013 9:14 am

Hi Manni,

Is it not detecting in Device Manager? Have you tried plugging this into a different USB port? The lights of the device will not come on unless it is Tracking, are you wearing the TrackClip PRO and the lights will still not come on? What version of the TrackIR software are you installing?

I would also like to know what problems you were having with submitting a ticket at help.naturalpoint.com

Best Regards,
Dustin
Technical Support Engineer
OptiTrack | TrackIR | SmartNav

madfreddy
Posts: 6
Joined: Thu Apr 18, 2013 6:07 am

Re: Track IR 4 is not recognised

Post by madfreddy » Fri Apr 26, 2013 1:18 am

Hi Dustin,

Well, I tried different USB ports. I deistalled the drivers and did the istallation from the beginning. But my xp is not starting the automatic recognition to ask for driver installation. so should/ could I install the drivers manually??

The ticket just was not sent - no indication, no site-change.

Best Regards

Manni

NaturalPoint-Dustin
Posts: 612
Joined: Tue Mar 19, 2013 5:03 pm

Re: Track IR 4 is not recognised

Post by NaturalPoint-Dustin » Fri Apr 26, 2013 4:25 pm

Hi Manni,

It should still be recognized as some kind of device when you plug it in. It sounds like a dead unit. Is it possible for you to try submitting another ticket:

help.naturalpoint.com
Dustin
Technical Support Engineer
OptiTrack | TrackIR | SmartNav

madfreddy
Posts: 6
Joined: Thu Apr 18, 2013 6:07 am

Re: Track IR 4 is not recognised

Post by madfreddy » Wed May 01, 2013 4:17 am

High dustin,

first of all: I sent an email to support - this time the mail went out.

Second: After installing the software from the original cd-rom (version 4.1), the device was not recognized. No further action from me. Yesterday I started the computer and windows automated hardware recognition came up and installed the drivers.
The divece is still not working, but showing a flashing blue light.
So it seems, that the device is not dead yet??

BR

Manni

madfreddy
Posts: 6
Joined: Thu Apr 18, 2013 6:07 am

Re: Track IR 4 is not recognised

Post by madfreddy » Wed May 01, 2013 8:03 am

Another hint for Dustin,

the hardware manager shows good rivers and good hardware (no questionmarks). And it showes the device activ and ready.

When I start the trackIR software, it shows "No device detected".
Still flashing blue light.

I tried the usb extension cable (the device workt since 2008 till 4 weeks ago without problems on the extension.
I also tried direct connection the computer usb and vie usb hub.

Device No: 85710.

BR Manni

NaturalPoint-Dustin
Posts: 612
Joined: Tue Mar 19, 2013 5:03 pm

Re: Track IR 4 is not recognised

Post by NaturalPoint-Dustin » Wed May 01, 2013 10:41 am

Manni,

Could I possibly have your system specs? I am mainly looking for your operating system, graphics card, and driver version for graphics card.
Dustin
Technical Support Engineer
OptiTrack | TrackIR | SmartNav

madfreddy
Posts: 6
Joined: Thu Apr 18, 2013 6:07 am

Re: Track IR 4 is not recognised

Post by madfreddy » Wed May 01, 2013 11:21 am

High Dustin,

I'm working with windows xp SP 3
Graphics card: ATI Radeon HD 5700
Driver Date 27.05.2010
Driver version: 8.741.0.
Graphics driver sounds pretty old - I'm looking for an up to date version right now - but will not change the setup, until your next message.
But anyway, the trackIR device worked under this "old" setup until complete new installation of windows xp and of course all the framework versions are also installed.

BR Manni

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