forums.naturalpoint.com

Just bought my trackir 5 few days and its does not work after window 10 update last night. I try to plug it to every usb port from my pc, trackir 5 just light in red but haven't got ant response also trackir software show cannot detect any hardware, please help..

I am having the same issue , I had a big Windows 10 update a couple of days ago. I just tried to use it and camera & track Clip Pro = dead (no diode illumination at all)

Software is TrackIR 5.4.2??? It was working fine just a couple of days ago, any ideas .....Please Help!?!?!?!?!?!

Willie

I am having the same issue. just did the update as well.

We are waiting for some kind of reply from Natural Point .....4-5 days now and not a peep from anyone at Natural Point.

I feel this is now going to be my departure from using TrackIR 5/Natural Point, I had to wait 2 days for my post to be approved to be posted to forum, what ever.

Now days later nothing and I'm sure this will not be approved to be posted. Whoever from your company is supposed the read and help customers is doing a really bad job.

What gives here I have uninstalled and re-installed your product/software and it is not working with the latest updates from Windows 10....Do something for us!?!?!?!?!?!?!?!?!?!?

Hello,

I am sorry about the delay in my response. Our auto notification system we had in place has clearly failed. I will be manually reviewing the forums from this point forward. From this point on I will be checking these twice daily during business hours and once daily on the weekends.

Now, to the issue. Windows 10 Anniversary edition has a habit of over riding our drivers. Below are the basic steps I've used to fix it, if you can not locate the driver files located in the directory listed below, please start a ticket with me at help.naturalpoint.com.

1. Switch the TrackIR to a different USB port (sometimes this resolves the issue by itself)
2. Open Device Manager
3. Locate the unknown device
4. Right click and select "Update driver software"
5. Select "Browse my computer for driver software"
6. Locate the correct file. (Default install location is: C:\Program Files (x86)\NaturalPoint\USB Drivers x64\npusbio_x64)
7. Click Next and follow instructions to finish the process.

Windows 10 Anniversary update has caused several problems with many devices and we are working hard to find the best solution for our products impacted by the update. I apologize for the inconvenience.

Regards,

I have tried this but to no avail, the software still will not open/launch.
i hope this can be resolved soon.

ChurchillCat,

Do you have any antivirus software running? If you go into the event viewer can you see any application failures? When you plug in the device does the PC make the noise as if it recognized the USB device? I've been chasing this issue down and cannot find one singular cause.

One thing we can try is doing a full removal of the software and drivers. Going into the registry and removing the "NaturalPoint" and "TrackIR" entries manually. Rebooting the system and then re-installing. It is possible that something is corrupted in the registry and is causing this issue.

Regards,

Thanks for the reply,
I had a look at the event view but saw nothing. I uninstalled software and hardware and then reinstalled. It seems to have worked, my guess is that something was corrupted.