Driver not recognized by Windows 7 x64

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dim1309
Posts: 2
Joined: Mon Nov 28, 2016 12:51 pm

Driver not recognized by Windows 7 x64

Post by dim1309 »

I recently purchased Trackir5 Pro from a German dealer through the Internet. My Windows 7 x64 cannot recognize the Natural Point x64 driver. I have installed the device following your guidance to the letter, I have tried every possible solution described in this forum and still nothing.

My system:

Motherboard: Asrock X99 Extreme 11
CPU: Intel i7 5930K
RAM: Corsair Dom D4 3300 16 GB
GFX: Gigabyte GTX 1080 G1

Please provide me with a solution before I ask my money back.
MikeWitham
Posts: 1477
Joined: Mon Nov 04, 2013 10:19 am

Re: Driver not recognized by Windows 7 x64

Post by MikeWitham »

dim1309,

When you installed the TrackIR, did you use the 5.4.2 package or did you install the package and the driver download?

Regards,
Mike Witham
TrackIR Product Manager
dim1309
Posts: 2
Joined: Mon Nov 28, 2016 12:51 pm

Re: Driver not recognized by Windows 7 x64

Post by dim1309 »

I installed the x64 driver for Windows 7 first. Rebooted. Plugged in the camera usb in a usb2 port. The device was not recognized. I disconnected the usb cable, rebooted and installed the 5.4.2 package, in case there was an embedded driver in it. Of course there wasn't. I unistalled both the driver and the application. I cleaned all temp files. I cleaned the registry. All these actions were followed by reboots. I repeated the procedure after I logged in Windows 7 with Signature Inforcement disabled. No results. I have three questions : Why do you provide an installer in order for the driver package to just be placed somewhere in the hard disk? In other words why don't you just zip a folder with the driver files and distribute it? I can't find the meaning of your uploading this installer and then ...guiding your clients to manually load the driver through the Device Manager! Second question: Why don't you develop a serious driver package, one that a typical Windows 7 installation would accept immidiately instead of insisting on distributing a problematic piece of code to your customers? Third question: Why do you offer your support in this forum mostly through private messages? Is there something wrong with the desperate rest of us (customers of yours, I repeat) trying to find a solution regarding your badly written driver code? I paid 300 Euros for your product and am still spending time trying to put it to work and waiting for your support (you answered after ...2 days).
MikeWitham
Posts: 1477
Joined: Mon Nov 04, 2013 10:19 am

Re: Driver not recognized by Windows 7 x64

Post by MikeWitham »

dim1309,

All of the drivers are included in the software installation. You don't need to individually install the drivers, they are available to download for troubleshooting purposes. The instructions read:

"Download the latest TrackIR installer
from <http://trackir.com/download>.
Run the installer and follow its
prompts."

The reason you aren't seeing the embedded driver installation is because the drivers are already installed through their standalone installer.

I want you to unplug the camera, uninstall the software, uninstall the drivers, delete the installer and then reboot. Once rebooted, I want you to download just the installer (5.4.2) and then right-click it and select "Run as administrator". Let me know if that fixes the problem.

Regards,
Mike Witham
TrackIR Product Manager
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