Just purchased w/ win 10 was working now cann't recognize

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Zooog
Posts: 3
Joined: Wed May 11, 2016 6:49 pm

Just purchased w/ win 10 was working now cann't recognize

Post by Zooog » Wed May 11, 2016 6:59 pm

Hello,

Just got my Smartnav yesterday, installed it on my new machine running windows 10, and everything was great! For about an hour. Then it just stopped. The lights on the device went out, but the software (and windows) claimed everything was still working fine.

Today, when I boot up, it claims the camera is not connected. But it is, directly to a USB port on the machine. I've tried switching ports, keyboard and mouse work fine in that port, but no matter which port I plug the camera into, windows reports: Unknown USB Deivce (Device Descriptor Request Failed). I unplugged it, powered machine down, rebooted, plugged in camera, same result. No response from camera when machine boots. Before, the lights came on. Now, nothing.

Did it somehow Die??? :(

Help! I want my naturalpoint!

MikeWitham
NaturalPoint Employee
NaturalPoint Employee
Posts: 1477
Joined: Mon Nov 04, 2013 10:19 am

Re: Just purchased w/ win 10 was working now cann't recogniz

Post by MikeWitham » Thu May 12, 2016 2:08 pm

Zooog,

It could be a power or driver issue. If you create a ticket with me at help.naturalpoint.com we can look into this more in-depth. I can send you the driver package and if that doesn't help we can schedule a remote session so we can get to the bottom of this.

Regards,
Mike Witham
TrackIR Product Manager

Zooog
Posts: 3
Joined: Wed May 11, 2016 6:49 pm

Re: Just purchased w/ win 10 was working now cann't recogniz

Post by Zooog » Sat May 14, 2016 10:15 am

Spoke to someone at the tech support line on Thursday. He tried a few things, updating the drivers for USB controllers, the AMD USB 3.0 eXtensible Host Controller, finally decided that it had to the power cable. Got the new cable today, plugged it all in.

Sadly, same thing. It worked for about 5 minutes, then just stopped. All lights went off on the camera, software does not respond, although windows seems to think everything is still OK.

I'll call back Monday evening I guess. :(

MikeWitham
NaturalPoint Employee
NaturalPoint Employee
Posts: 1477
Joined: Mon Nov 04, 2013 10:19 am

Re: Just purchased w/ win 10 was working now cann't recogniz

Post by MikeWitham » Mon May 16, 2016 1:18 pm

Zooog,

Do you have the ability to shut off the USB 3.0 support in your BIOS? I'd be interested to know what effect if any it has on the functionality.

Regards,
Mike Witham
TrackIR Product Manager

Zooog
Posts: 3
Joined: Wed May 11, 2016 6:49 pm

Re: Just purchased w/ win 10 was working now cann't recogniz

Post by Zooog » Thu May 19, 2016 7:44 pm

Well, looks like it was hardware problem with the camera.

Nothing else Support tried worked.

Naturalpoint sent me a replacement device, and after about 6 hrs of use over two days, no problems.

Sending original, damaged one back as a return.

MikeWitham
NaturalPoint Employee
NaturalPoint Employee
Posts: 1477
Joined: Mon Nov 04, 2013 10:19 am

Re: Just purchased w/ win 10 was working now cann't recogniz

Post by MikeWitham » Fri May 20, 2016 10:10 am

Zooog,

Glad to hear that resolved the problem. Thank you for updating us on the issue.

Regards,
Mike Witham
TrackIR Product Manager

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