HELP - TrackIR5 Stopped Working. Software Freezes and Cannot be Shut Down

[Chief_Biv]

Help Please.
TrackIR has been working normally since I purchased it almost two years ago - until now. I have seen identical symptoms described in a number of other threads. What has just started happening is that when the software starts, its window opens but the camera is not recognised. I try and close the TrackIR software and its window goes into a white shaded state with "TrackIR 5.4 (Not Responding)" appearing in the header of the window. Windows Task Manager cannot shut the software down. Windows cannot shutdown normally either and I have to force a shutdown with the PC's power button. This experience has been described by others in other threads on this forum. I have not found a consistent and successful fix for this problem other than the suggestions by Jillian Smythe to uninstall TrackIR and the drivers and reinstall them from the website as follows:

1. Unplug the TrackIR from your computer.
2. Remove TrackIR from add/remove programs.
3. Remove NaturalPoint Drivers from add/remove programs.
4. Delete NaturalPoint folder from Program Files x86.
5. Delete NaturalPoint folder from %APPDATA% location. (AppData is a hidden folder)
-C:\Users\[Your.User.Name]\AppData\Roaming\NaturalPoint.
6. Reboot PC.
7. Download the latest installer from our website.
-The latest download will also have our latest USB Drivers.
8. Right-click and install as an administrator.
9. Locate the Track IR 5 Icon on your desktop, Right-click on it and select 'Run as Administrator'.


I have followed these steps to the letter. I have also updated my NVIDIA drivers too. None of these had made any change to the situation. The only thing that has worked intermittently is to get it started is to start the software with the TrackIR unconnected to the PC and then connect it after the software has started. This is inconsistent and it still freezes if I try and close TracKIR5 with it the camera connected. Therefore, like others I can confirm it is not a hardware issue. This is an issue with the TrackIR 5 software. The only change on my PC I suspect may have triggered this is there was a normal Windows 11 update done in the last week. Please note that I cannot wind back to an earlier restore point (previous Windows update). What's going on?

[jillian.smythe]

Hello Chief_Biv,

The TrackIR software has not changed in several years. If it was working before the Windows update, it is likely an issue caused by some change that Windows made to the configuration of your computer. In addition to the instructions on reinstalling Windows and updating the graphics card drivers, some users have also had success with reinstalling the Visual C++ Redistributable Packages for Visual Studio 2013: https://www.microsoft.com/en-us/downloa ... x?id=40784. You might also try deleting the Settings.xml and ProfileMap.dat files from this folder, and then restarting the software:
C:\Users\[yourusername]\AppData\Roaming\NaturalPoint\TrackIR 5.

Let me know if this helps you as it has helped other users.

Kind Regards,
Jillian Smythe

[pwarr]

Hello Chief_Biv,

The TrackIR software has not changed in several years. If it was working before the Windows update, it is likely an issue caused by some change that Windows made to the configuration of your computer. In addition to the instructions on reinstalling Windows and updating the graphics card drivers, some users have also had success with reinstalling the Visual C++ Redistributable Packages for Visual Studio 2013: https://www.microsoft.com/en-us/downloa ... x?id=40784. You might also try deleting the Settings.xml and ProfileMap.dat files from this folder, and then restarting the software:
C:\Users\[yourusername]\AppData\Roaming\NaturalPoint\TrackIR 5.

Let me know if this helps you as it has helped other users.

Kind Regards,
Jillian Smythe

I have also done these instructions as well as re-installed/updated C++ packages and the ONLY thing that has worked is starting software with camera and clip unplugged and then plugging it back in. The software then freezes and prevents windows from being shut down upon closure. regardless that the software has not changed in several years something is definitely going on between Windows and Track ir.

[jillian.smythe]

Hello pwarr,

I've asked our developers to look into this further. In the meantime, would you please confirm that you have tried the following?

1.    Update .NET
2.    Windows update.
3.    GPU graphics drivers update
4.    Uninstall TrackIR and USB drivers (listed as NaturalPoint USB Drivers x64), then reinstall TrackIR 5.4.2. 
5.    Download and install this Redistributable - https://www.microsoft.com/en-us/Downloa ... x?id=48145
6.    Reinstall DirectX9: Download

Kind Regards,

[RobE]

Hello

I'd just like to add that I have been having the same issues as above. I purchased a new TrackIR 5: Optical head tracking system and PRO clip and it arrived yesterday. I installed the software TO THE LETTER but when I plugged the camera in, when i click on the software, it shows 'device not detected' the camera does not turn on and then the software freezes. I cannot 'End Task' and the only way to stop it is to physically hold down my pc power button, which is not ideal at all.

I have tried uninstalling it and deleting all traces before reinstalling it and trying again but nothing seems to be working.

As I typed this, I used the above suggestion to start the program and then plug it in - I can confirm that this works for me - however, you MUST unplug the camera before turning off the software, otherwise it will crash.

Please could somebody provide an update on this as I don't believe it should be behaving in this way.

Thank you

Rob

[CBRadi0_89]

Just weighing in, I am so sick of this that I am ready to throw the trackIR out. The amount of times it has bugged out my PC is ridiculous and is the only software to my knowledge that isn't able to be closed or forceclosed by the task manager when unresponsive.

The amount of money spent on this is infuriating for the amount of issues it has.

For clarity I have done all steps mentioned and get about 2 weeks worth of function before needing to do it again. Please identify the issue and patch as the issue has been around long enough with too many documented complaints.

[jillian.smythe]

Hello CBRadi0_89,

The most common reason I've seen for the behavior you describe is that you are also running Citrix Workspace and have the Citrix Indirect Display Adapter listed in Device Manager. The conflict between the software was identified last October, and there are several other forum posts that describe the issue and the solution:

viewtopic.php?p=80534&hilit=citrix#p80534
viewtopic.php?p=81252&hilit=citrix#p81252
viewtopic.php?p=81702&hilit=citrix#p81702

If you do not have Citrix Workspace installed, you may have another program that has created a virtual display. I recommend looking in Device Manager under Display Adapters to see what is listed.

Kind Regards,

[RazorD]

track IR stops working when i try to recenter i get a message on a white field (another instance of the Track IR is already running) then i have to restart my computer to recenter and then it is a short lived adventure till it freezes up again

[jillian.smythe]

Hello RazorD,

Do you have any other programs that are using the same hotkey?

Kind Regards,