Cameras not found

[ozzyonfire]

I have been having a lot of trouble getting the cameras to show up/initialize in Motive.

I have 4 V100:R2s and my Hardware Key connected to the Optihub (which is connected to my computer). Sometimes motive opens and everything works fine, sometimes it opens and says the hardware key could not be found, and sometimes it opens fine but no cameras are detected.

If I only have 1 camera connected to the Optihub it will usually connect that camera, but slowly adding more cameras produces a lot of errors in motive and they usually fail to initialize.

This is a very annoying and inconsistent error. Restarting and reinstalling drivers does not help. Has anyone else encountered this issue before?

Matt

[Cameron]

One of our clients had a USB extension cable that was faulty and would cause the hub connection to the PC to intermittently work. Are you using the USB extension between the hub and PC? If so, try seeing if you can connect the hub directly and see if that helps.

[MikeWitham]

Ozzyonfire,

Are you using USB 2.0 or 3.0? Does the problem persist if you use a different USB port? What if you use a different computer to test it? Cameron brings up a good point as well. Have you tried swapping the cables out?

Thanks for the help Cameron!

[ozzyonfire]

Hey guys,

Thanks for the response. I am connected to the hub directly, without using the USB extension. My computer only has USB 3.0 slots, and the problem persists over all of them. I've tried swapping them out and nothing. I know one of my USB ports provides more power than the other, but it has worked before on the low powered ports.

I will look around to see if we have another cable I could try.

FYI here is a sample of the log I am getting from motive:

504.91 1 Sync Device: Partial Frame Group Delivered
504.91 1 Synchronization: Dropped Frame
504.34 1 Camera 1: Dropped Frame
503.62 1 Camera 1: Packet Header CRC Fail
503.62 1 Camera 1: Invalid Packet Received
499.24 1 Synchronization: Packet Header CRC Fail
499.24 1 Synchronization: Invalid Packet Received
504.91 27 Sync Device: Partial Frame Group Delivered
504.91 11 Synchronization: Dropped Frame
504.34 33 Synchronization: Not Receiving Frame Data
504.33 33 Camera 1: Not Receiving Frame Data
504.34 12 Camera 1: Dropped Frame
503.62 17 Camera 1: Packet Header CRC Fail
503.62 17 Camera 1: Invalid Packet Received
499.24 10 Synchronization: Packet Header CRC Fail
499.24 10 Synchronization: Invalid Packet Received
497.92 1 Synchronization: Packet Length Fail
477.95 1 2D: Out Of Band FrameID
452.07 1 Camera 1: Packet Length Fail
332.75 17 Sync Device: Packet Length Fail
309.71 5 Sync Device: Packet Header CRC Fail
309.71 5 Sync Device: Invalid Packet Received

Thanks,

Matt

[MikeWitham]

Hello Ozzyonfire,

I am sorry to tell you that the issue is that you have only USB 3.0. For compatibility reasons we advise that you use USB 2.0. You can find what we know about USB 3.0 compatibility issues here:

http://help.naturalpoint.com/kb/article ... 3-0-issues

[ozzyonfire]

This is very disappointing to us. Will USB 3.0 eventually be supported with a firmware update or something? USB 2.0 is becoming obsolete and we just purchased an entire Optitrack system. Does this mean that new cameras are going to be released which are USB 3.0 compatible (meaning we will be forced to repurchase everything)? It's hard to find computers now that even ship with USB 2.0.

[MikeWitham]

Hello ozzyonfire,

Sorry about the delay in my response. I have been talking with the engineers and there may be a fix for the issue. Please create a ticket with me on help.naturalpoint.com. That way we can attempt a few solutions.

Regards,

[manphib]

Was there ever a resolution found that would allow you to use USB 3.0?

[manphib]

Has there been a solution found to support USB 3.0?

[steven.andrews]

Hi manphib,

Unfortunately, we still do not fully support USB3.0 at this time. People who use USB3 tend to have mixed results, so we still recommend against using it to connect your system.

Cheers,
Steven
--
Steven Andrews
OptiTrack | Customer Support Engineer