Narrowing Down Device Connection Issues

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NaturalPoint.Kai
NaturalPoint Employee
NaturalPoint Employee
Posts: 29
Joined: Wed Sep 09, 2020 5:02 pm

Narrowing Down Device Connection Issues

Post by NaturalPoint.Kai » Wed Sep 16, 2020 3:52 pm

For device connection issues, the first thing to check is the Windows Device Manager and see whether TrackIR is getting listed under NaturalPoint devices. You can find Windows Device Manager by searching Device Manager in the taskbar search or Control Panel -> Hardware and Sound -> Device Manager.

1) If everything is working fine, TrackIR will be listed under NaturalPoint devices as shown in the below image.
Device TrackIR5 Manager.png
Device TrackIR5 Manager.png (19.17 KiB) Viewed 125 times
2) If the device is not properly loading up the driver, it will show up as an Unknown device:
Device Manager Unknown Device.png
Device Manager Unknown Device.png (69.74 KiB) Viewed 125 times
In this case, try pointing to the device driver manually:
  • Unplug and plug the device back in while monitoring the list to check which unknown device in the list is TrackIR.
  • Right-click on the unknown device -> Update Driver -> Browse my computer.
  • Find the USB driver and select to install. The USB driver should be found in the following directory:
    C:\Program Files (x86)\NaturalPoint\USB Drivers x64\npusbio_x64.sys
3) If the computer doesn't recognize the device at all, it will not be listed in the Device Manager, and you will not hear the "ring" sound when you connect/disconnect the device. In this case, try testing this device against another computer.

If the same problem is encountered, please contact us.

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