Just purchased w/ win 10 was working now cann't recognize

[Zooog]

Hello,

Just got my Smartnav yesterday, installed it on my new machine running windows 10, and everything was great! For about an hour. Then it just stopped. The lights on the device went out, but the software (and windows) claimed everything was still working fine.

Today, when I boot up, it claims the camera is not connected. But it is, directly to a USB port on the machine. I've tried switching ports, keyboard and mouse work fine in that port, but no matter which port I plug the camera into, windows reports: Unknown USB Deivce (Device Descriptor Request Failed). I unplugged it, powered machine down, rebooted, plugged in camera, same result. No response from camera when machine boots. Before, the lights came on. Now, nothing.

Did it somehow Die???

Help! I want my naturalpoint!

[MikeWitham]

Zooog,

It could be a power or driver issue. If you create a ticket with me at help.naturalpoint.com we can look into this more in-depth. I can send you the driver package and if that doesn't help we can schedule a remote session so we can get to the bottom of this.

Regards,

[Zooog]

Spoke to someone at the tech support line on Thursday. He tried a few things, updating the drivers for USB controllers, the AMD USB 3.0 eXtensible Host Controller, finally decided that it had to the power cable. Got the new cable today, plugged it all in.

Sadly, same thing. It worked for about 5 minutes, then just stopped. All lights went off on the camera, software does not respond, although windows seems to think everything is still OK.

I'll call back Monday evening I guess.

[MikeWitham]

Zooog,

Do you have the ability to shut off the USB 3.0 support in your BIOS? I'd be interested to know what effect if any it has on the functionality.

Regards,

[Zooog]

Well, looks like it was hardware problem with the camera.

Nothing else Support tried worked.

Naturalpoint sent me a replacement device, and after about 6 hrs of use over two days, no problems.

Sending original, damaged one back as a return.

[MikeWitham]

Zooog,

Glad to hear that resolved the problem. Thank you for updating us on the issue.

Regards,