A problem with TrackIR2 and hibernating in XP

[Reima]

This is not a big issue, but would be nice if it was fixed in the next software version (or is this hw related maybe?). The problem is that when I wake my computer up from hibernate all other USB -devices are immediately ready to use, but to use TrackIR I have to plug it out and plug it back. TrackIR is shown in the USB device list, but the software says it couldn't find TrackIR.

No big deal, but a bit annoying as I use hibernating instead of shutting Windows down normally.

[ November 30, 2003, 06:43 AM: Message edited by: Reima ]

[jfai]

Same here. TrackIR2 works as advertised in all other aspects, but after the system comes out of hibernation, the USB cable needs to be unplugged. If the software is already started, it just displays "No Data" (even if reflective dots are in view). If the software is restarted it displays a dialog "Is the device plugged in?" -"The software could not connect with the Trackir device! The program will start but there will be no mouse control."

TrackIR2 software version 3.03, Win XP SP1a with all updates, ASUS P4G8X main-board, yada yada ... there are other USB devices connected to the other 5 USB ports and none of them has a problem with hibernation.

Please advise.

Thanks,

[ December 24, 2003, 04:53 PM: Message edited by: Duster ]

[609IAP_Recon]

I have this same issue, quite irritating

[jfai]

Got the following e-mail answer from NaturalPoint support.

quote:Hello Jurgen

Thank you for your e-mail. My understanding of the problem is that this is an operating system problem that utilizes the USB bus.
From looking at the forums at Microsoft this is not an un-common issue. I do know that they are aware of hardware not being recognized when coming out of hibernation.

Hope this helps

Regards

Wayne

Wayne Oakes
NaturalPoint
Technical Support
541-753-6645 ext.10
FAX 541-753-6689
support@naturalpoint.com
www.naturalpoint.com
OK, could we get a pointer to the Microsoft forum threads that are referenced here? Did NaturalPoint submit a defect report? Can they forward a MS Knowledge Base reference number?

Thanks for your help.

Cheers,

[sim69]

hello
Forgive my english i wanted to add that Np are correct there is problems with a number of divices in windows coming out of hibernation.
this also depends on the mobo that you have and many other factors.
I rate NP support first class and they have just got me up and running with a problem that was not theres.
great product and on checking my hibernation works great.

[Donald]

Hello Everyone,

My name is Donald Forbes and I am the Technical Support Manager for NaturalPoint. I have been following your posts and emails to Wayne about the hibernation problem and at this time I would just like to say that this is a known problem on some systems and on other systems, hibernation works fine. This is why we along with MS have not yet been able to figure out how to fix this problem.

You can try shutting down the software first then unplugging the TIR2 unit before letting the system go into hibernation, then upon wake up, plug the unit back in. This method works for some systems.

If you are one of the lucky few that even this procedure doesn't work on, then the only other piece of advice I can recommend is that you do not use the hibernation mode. Turn off hibernation and don't let your systems go to sleep. Run a screensaver if you have to, otherwise either log off or just shut your computer down if you're going to be away from it for a long time.

To get a better idea from MS go to the knowledge base area of www.microsoft.com and search for "hibernation usb". There are 19 different entries here and one of the most relevant is the Microsoft Knowledge Base Article - 812946.

If you have any further questions, please feel free to email us at support@naturalpoint.com

Thank you,

Donald

[jfai]

Thank you for the response, Donald.

KB article 812946 only applies to Windows 2000 Server and Windows 2000 Advanced Server. I'm using Win XP Pro SP1 + all critical and recommended updates. Intel 7205 chipset, P4 3.06 HT.

I am running the SP2 versions of the relevant USB 2.0 drivers: 5.1.2600.1243
- usbehci.sys
- usbhub.sys
- usbport.sys
- hccoin.dll

None of the other KB articles found for searching "hibernation usb" is applicable:
- TrackIR does still show up as working ok in the list of USB devices after hibernation.
- There are no problem devices in System Information
- There are no problems indicated with any of the USB components in device manager
- TrackIR has a USB id
- Every device except TrackIR works just fine
- The system works just fine.

I have 4 other USB devices connected for a total of 5, including TrackIR2: Logitech USB wireless keyboard/mouse, HP printer, Canon scanner, Thrustmaster Cougar HOTAS. Sometimes I have a Canon camera connected additionally. None of the other devices has any trouble with hibernation - ever.

The current workaround that works everytime is:
- wake system up from hibernation
- unplug TrackIR2
- wait 5 seconds
- plug TrackIR2 back into USB port
- start TrackIR software.

It doesn't make a difference whether or not the TrackIR software is running when the system enters hibernation. Also, there is no problem going into and out of standby mode, only hibernation isn't handled correctly by TrackIR.

OK, it's only a moderately annoying issue. However, I have to crawl under the desk to reach the USB ports at the back of the system. Now, if the TrackIR cable was 3 feet longer, I could plug it into one of the USB ports in the front... hint, hint, ...

Have you guys looked into this issue enough to be able to tell if this can ever get fixed by a TrackIR software update? I'm not a USB expert, but from the looks of it, the device does not reset correctly when power returns after hibernation.

I like the device, and I would like to help making it even better. If you want me to provide more information or perform certain tests to help getting this issue resolved, please don't hesitate to ask. I can reproduce the problem at will.

Thank you,

[jfai]

Update: after installation of version 3.10 this problem still exists exactly as before.

[jfai]

The exact same issue exists with the 3.11 version. My guess is this issue has been dropped?

It has been 6 months since I heard from support. Quite disappointing, actually.

[nubelius]

Mabye they have a very nice and long vaccation...