TrackIR 4 not detected ("faint red light")

[robbiegrimm]

Sorry to start a topic despite other similar issues already posted in this matter.

I purchased the TrackIR 4 by a local dealer. I've been desperatly trying to get the TrackIR 4 running on my (Windows XP) PC but unfortunatly with no any success:

- All troubleshooting infos doesnt work out.
- All forum recommendations doesnt work out.
- All reinstalling / reboots / reconnects / systemrestores doesnt work out.
- All other USB devices (working fine) disconnected / reconnected.
- The "RegFix" from Rick outputs always "No device detected".
- System Logs doesnt say much either.
- Only the (elsewhere mentioned) "Faint red light" is permantly on.

Before I decide do return the device (a.s.a.p.) I'd like to just localize the "real" problem here and ask anybody (just in case NaturalPoint support might be not immediate):

What is this whole issue ANYWAY?

0. (Assuming quite hard that the TrackIR 4 was tested after fabrication and was NOT mechanically damaged by transportation.)
1. Have I, moi, "damaged" the TrackIR 4 in some way (its internal SW or HW)?
2. If NOT, is my PC's USB connection (e.g. power/signal levels) false for the TrackIR 4?
3. If NOT, what else do I have to try on my OS Windows XP and on my TrackIR 4 device detection attempts?

Hope that Natural technical support helps me out or any helpfull informations will be posted here.

If nothing works out I guess there's not much other options than to return this product.

Thanks a bunch for any help or advices.

By the way, here's my setup:

- TrackIR 4:PRO Serial # 044228
- TrackIR SW Version # 4.1.028
- OS Windows XP Professional Version # 5.1.2600
- PC Dell Dimension 8200 (Motherboard t.b.d.) with USB "compliant" ports

[ March 17, 2006, 09:34 AM: Message edited by: Snoopy ]

[MK]

Hi Snoopy
Very frustrating, I know I'm going through the same problem with no success.
Question though, everytime you unplug and plug in to a new port does windows keep regognizing new hardware (trackir4) and keep wanting to load the drivers. It's definately a problem and from reading the forums for the pro and TIR3 with vector seems to me that naturalpoint does not know what the problem is.
I know this does help but your not alone.
Mk

[robbiegrimm]

Thanks MK.

Nice aspect anyhow of this NaturalPoint Forum is to recognize that you're not totally alone with a certain problem.

I'll keep however trying the "official" way by contacting NaturalPoint technical support. - I guess the company must be quite Ok and the originators should have SOME ideas, if my TrackIR 4 device is basically Ok or not.

I just want (have) to know WHERE the origin of the problem is (User, HW, PC, OS, etc.) in order to proceed accordingly in this matter.
Otherwise I'll have to check out (also with the local dealer) how to proceed in this case (?).
- I mean, afterall, we're talking about a 180$ investment, right?

[MK]

Hi again snoppy
Your Right about the investment .
From what I been reading I don,t think that it's the hardware issue but most likely a driver issue. I can not remmber what the file name was but I looked at the install log file for the Track IR and found a couple of errors during the install. I sent an email to Rick to see what he thinks but no reply as of yet.
Hopefully, this gets fixed ASAP.
Another question I have to others who read this post is. Did anyone have the same problems prior to version 4.1.028 or the vector package.

cheers for now.
MK

[robbiegrimm]

By the way, I am now getting support from NaturalPoint. Thank you.

(Offcourse I'll keep trying to post here any informations received to this issue.)

Cheers for now.


[ March 20, 2006, 03:15 PM: Message edited by: Snoopy ]

[robbiegrimm]

So for anybody with similar problems concerning "my" TrackIR 4 case this below might help in some way..

(Unfortunately, I didnt receive yet any replies from support@naturalpoint.com.)

How I'll proceed:

- I'm going to contact my local dealer, form which I purchased the TrackIR 4. (- Yet I do not know if this "specific" case will lead to a simple replacement by the dealer, if the dealer wants this "confirmed" first by NaturalPoint or if only NaturalPoint may do this in the first place.)

Here's a recap:

After receiving/unpacking the TrackIR 4, I plugged in the device and installed the TrackIR setup SW right away. IMPORTANT: Please notice that I was THEN one of the "plug-in-first-install-later" users.

Without "testing" much some client software (e.g. Falcon 4.0 AF) however didnt seem to detect the TrackIR at all. - And as I noticed that the TrackIR 4 driver should have been installed prior, the whole "troubleshooting-rebooting-unplugging-reinstalling-restoring thing" started..

Ahaaa!
So as soon as any USB device is plugged-in, a "default" driver is searched/identified by the OS to be assigned to the USB controller, which seems not to apply here on the TrackIR device.

Funny thing here is that (acc. to SETUPAPI.LOG) the device WAS first very much DETECTED..
---------------------------------

- Plug in TrackIR 4 (?):
---
[2006/03/16 18:08:34 604.3 Driver Install]
#-019 Searching for hardware ID(s): usb\vid_131d&pid_0156&rev_0000,usb\vid_131d&pid_0156
#-018 Searching for compatible ID(s): usb\class_00&subclass_00&prot_00,usb\class_00&subclass_00,usb\class_00
#-198 Command line processed: C:\WINDOWS\system32\services.exe
#I393 Modified INF cache "C:\WINDOWS\inf\INFCACHE.1".
#-166 Device install function: DIF_SELECTBESTCOMPATDRV.
#W059 Selecting best compatible driver failed. Error 0xe0000228: There are no compatible drivers for this device.
#W157 Default installer failed. Error 0xe0000228: There are no compatible drivers for this device.

- Then install TrackIR setup:
---
[2006/03/16 18:10:44 2596.268]
#-198 Command line processed: C:\PROGRA~1\COMMON~1\INSTAL~1\engine\6\INTEL3~1\IKernel.exe -Embedding
#I060 Set selected driver.
#-019 Searching for hardware ID(s): usb\vid_131d&pid_0156&rev_0000,usb\vid_131d&pid_0156
#-018 Searching for compatible ID(s): usb\class_00&subclass_00&prot_00,usb\class_00&subclass_00,usb\class_00
#I022 Found "USB\VID_131D&PID_0156" in c:\program files\naturalpoint\trackir4\drivers\npusb3.inf; Device: "NaturalPoint trackIR 4"; Driver: "NaturalPoint trackIR 4"; Provider: "NaturalPoint"; Mfg: "NaturalPoint"; Section name: "NPUSB".
.
.
#I121 Device install of "USB\VID_131D&PID_0156\5&384F3D3&0&2" finished successfully.
---------------------------------

-> Does'nt look that bad, or? And this is interesting: No matter what I've done on my recommended "install-first-plug-in-later" attempts (with system restores) the device was never ever detected again. - Also I slowly start to notice the permanent "faint red light".

And how can I be that certain that this is a device issue?

I simply tested it on 2 OTHER "virginal" PCs (Windows XP, other PC type but USB complient, and this time offcourse set up with the "install-first-plug-in-later" approach): The device is generally never detected / probed (anymore) from the OS (can't see in device manager, also no USB power indications, not detected by Ricks RegFix). USB device detections on ALL systems in general works for other devices well. (The OHCI DisableSelectiveSuspend and similar stuff by the way also tried additionally (not initially!) on each system.)

Conclusion:

Even the OS seems to have detected the TrackIR 4 device (but couldnt assign proper driver) on my first "plug-in-first-install-later" attempt, now however, I simply can not get my TrackIR 4 running on ANY (3!) PC's at all, - and even with the advised "install-first-plug-in-later" installation.

As I was not able to "test" the TrackIR device if it ever worked "perfectly" at the beginning (only that its detection was logged by the OS), I am not certain if this case is a "typical" customer - induced - defect afterall, and also WHAT caused this defect exactly ("plug-in-first-install-later" attempt ?!) and if it is possible to somehow "toast" (!) the TrackIR HW/Firmware in the first place... Plug, cables and TrackIR device itself does not indicate (visually) any damage.

Nevertheless, - fact is - , I simply can not use my TrackIR 4 (tried on 3 PC's) at the moment.

My focus now however is to get a (detectable and) working TrackIR 4 asap.
And IF I get my TrackIR 4 replaced (even it might cost but hopefully not another 180$ then perhaps by then I get some infos from NaturalPoint in order to avoid to going through all this again (!).

Hope, this might inform some people concerning the "faint red light" (even this may not be generalized to a common device failure).

Cheers.

PS:
Thanks also to MK.
Thanks in advance to Rick and other guys at NaturalPoint for any information or insight on this issue.

[ March 20, 2006, 02:46 PM: Message edited by: Snoopy ]

[MK]

Hi Snoopy
Well said, I'm glad your finally getting some support form Natural point. I also tried the hardware onto another computer with no sucess.
From the post I've read through this form it seems that it is up to the customer to figure out. Any advise from the support here always seems to refer to the registry fix which in most cases is not the problem. Support from the dealers are also NIL.
I purchase my track IR from E-dimensional, sent a email to their support team with the understabding that I would get some type of information or confirmation to return or exchange the TIR4with in the max time of 48 to 72 hours. Today is the fifth day with no reply even after two phone calls directly to their support.

As far as i'm concerned, there is no support from either Natural point or E-dimensional. (I take that back, there is support and it comes from the patrons.

MK

[robbiegrimm]

Hi there

Actually, I didnt even think of getting support from the local reseller according to my general experiences in the past also with other resellers.
And actually, I got support from NP. They confirmed it prompt and gave the RMA to send it, which I've done, and to get a replacement a.s.a.p. This is to me however not as a matter of course regarding other companies.

So right now, what I can only do is to wait here (in Switzerland) for my TrackIR 4 replaced.

Thanks and cheers.

[ March 23, 2006, 12:37 AM: Message edited by: Snoopy ]

[rodom]

There is support. There just isn't always a magical fix. Sometimes it takes a bit of troubleshooting to determine the cause of the issue. NaturalPoint has no problems in regards to doing warranty replacements if it's determined to be a hardware issue.

[Zero2121]

I have the EXACT same problem as Snoopy! How long do you expect to have to wait for your new TrackIR to be shipped?