Controller not showing as connected with new Orion VR beta installed

[sdemar]

Hey guys,

We have two LeapMotion devices and have been developing against them for a few months now with the release version of the SDK and driver. Today we saw the announcement for the Orion beta, and loaded it up on some of our non-critical dev boxes to test your beta. Both boxes are running the latest Windows 10 system and Unity 5.3, Visual Studio 2015. Neither box shows the LeapMotion controller as connected in the troubleshooting system tray tool.

We have tried the controller into both USB 2.0 and USB 3.0 with no success as of the beta software. The device IR projectors are lighting up but the system does not see the devices. Any chance the wrong bits were posted to the public beta, or something is missing from the beta?

Is anyone else experiencing this with the new Orion beta software on the legacy hardware?

[jhung]

Sorry to hear that you're running into issues with the new Orion release. This is the first reported issue of this kind so I'd like to do some quick troubleshooting to see if we can either resolve the issue or get more information.

Could you open up the Leap Motion Control Panel and the Troubleshooting tab to see if the Service Status shows connected?

If the service status shows disconnected, you can find instructions on how to manually restart them here: https://support.leapmotion.com/entries/39980446-How-to-Manually-Restart-Leap-Core-Services

If you haven't done so already, could you also try reinstalling the Orion software and rebooting the machine to see if the issue persists?

[sdemar]

Service Status shows as connected.

[sdemar]

Did a little more investigating to help. Here are some other symptoms I observed that may help narrow things.

• Trying to use the "Report Software Issue" brings up its dialog for reporting issue, but all controls and input on dialog are disabled. So it seems you can't report software issues if troubleshooting reports Device as Disconnected.
  • Visualizer UI opens but shows no hands. Reports correct version of software installed (Leap Motion 3.0.0+39171). Note, the very first time I tried to open the visualizer after installing the beta I instead got a splash screen showing an illustration of the controller disconnected from its cable, and instructions to connect the device (device was connected and showing the red lights from the IR projectors though).
  • Tried the controller in both USB 2.0 and USB 3.0 neither corrects the problem.
  • Checked the Device Manager and I don't see Imaging Device node, where I would expect to see the Leap Motion Controller listed (which is how we see it on the legacy driver setup).
  • Does not show up in Device Manager under USB node.

[jhung]

Could you try stopping the leap service from Services.msc and try manually running the leap service from a command prompt to see if you get the same results?

The command should be the following:
"C:\Program Files (x86)\Leap Motion\Core Services\LeapSvc64.exe" --run

If --run does not work, please give --run --ignore a try.

[sdemar]

Needed to run it with elevated Administration permissions via command prompt and successfully launched service. But device still shows as disconnected in Leap Motion control panel Troubleshooting tab.

[swoo]

While running in command prompt, do you see any output in the command window when you disconnect/reconnect the Leap Controller?

[Baesik]

Having the same issue here aswell. Running windows 10. The leap motion service has to be started manually after reboot. I have the leap motion and the hp leap motion keyboard. The leap motion doesn't show as connected. Removed drivers and reinstalled. Changed usb cables and ports but nothing works. With the keyboard, whenever I start the device with fn+space, everything turns green in the control panel for a second then the leap motion service just shuts down.

[sdemar]

Shaun,

Sorry, running between meetings a lot today. I'm back.

When launching from cmd line the service seems to start fine, but the command line won't return (won't give me back control of the command line tool), so it seems hung in some state waiting for the service to release the command line. I see the following output..

[Info] WebSocket server started
[Info] Secure WebSockect server started

I don't see a command to stop the service from the LeapSvc.exe. I see --run and --usermode to start the service, but nothing that looks like a stop service command.

[sdemar]

Shaun,

Think I misread your question. So repeated the startup of service from command line and then once the service was up and running I disconnected the controller from USB, then reconnected. No output related to that. Note again, the command line won't release from the service run command, command line is hung.

[swoo]

Having the same issue here aswell. Running windows 10. The leap motion service has to be started manually after reboot. I have the leap motion and the hp leap motion keyboard. The leap motion doesn't show as connected. Removed drivers and reinstalled. Changed usb cables and ports but nothing works. With the keyboard, whenever I start the device with fn+space, everything turns green in the control panel for a second then the leap motion service just shuts down.

If you are using the HP keyboard, it is not designed to be used with Head Mounted Tracking. If it sees your hands in the wrong orientation, it crashes the service.

[swoo]

You need to stop the service in services.msc. Once you've done that, running it through the command prompt will leave it running in that command window until it is terminated (Ctrl+C or closing the window will do that).

[sdemar]

Ok, so normally that's the way to close. Just wanted to make sure that wasn't a symptom you need to know about. Yes, it releases if I Ctrl+C. But no, no output about the controller being physically connected/disconnected. Only seeing the normal service startup output.

[Baesik]

Got it detected on my end. Seems windows wasn't installing the proper driver. I installed (Right click-install)both inf files from C:\Program Files (x86)\Leap Motion\Core Services\Drivers and seems to be working now.

[sdemar]

Shaun,

Tried Baesik's approach (manually install both cyfx3.inf and ov580.inf) but did not fix us. Afterwards tried stopping/restarting service. Control panel still reports Service Status: Connected ; Device Status: Disconnected.

Anything else you want me to try?

[swoo]

We're unable to reproduce your issue here, still looking into it. You've tried other usb cables/ports? The behavior you're describing sounds like your device is not connected to your system somehow.

[sdemar]

Yes, tried other cables, other ports (USB 2.0 vs 3.0), and two different controllers. So we're stumped as well. The one thing I haven't made clear is we're not using it in a VR configuration (not attached to an HMD), we're using it in Desktop configuration, but in a psuedo VR context (using and HMD as the user view port, but the hands portion of the experience is fixed in space, at the controller location). Can't really say why, but that's our constraint. Could the fact we're using it in Desktop position have anything to do with actually affecting is 'connnected' hardware status? Seems a stretch, but we're running out of 'why'.

I mention it because when we launch the Visualizer tool we see the 'made with Unity' opening sequence, then a static screen showing an unplugged controller with a prompt on screen that says "Desktop Mode. Orion is built for virtual reality and performs best when head-mounted".

[sdemar]

Also, on the test boxes we do not have Oculus tools installed. We didn't want to risk corrupting our actual dev environments as we're within days of a critical demo presentation. We were hoping to just confirm it worked enough to risk that.

So if its detecting there is no actual VR hardware/software present, could that be our issue, (i.e., it doesn't see any Oculus present)?

[sdemar]

Also, on the test boxes we do not have Oculus tools installed. We didn't want to risk corrupting our actual dev environments as we're within days of a critical demo presentation. We were hoping to just confirm it worked enough to risk that

Well, we just tried it on an Oculus configured box (0.8.0) and DK2, with your new VR driver. Same issue, but a new wrinkle. This time the controller itself doesn't show the IR lights as on (can't see the red lights). The green status light on the side is on, but no IR lights visible. And again, not showing as connected from the Control Panel tools.

[sdemar]

Color me stupid. All this time I was plugging into the wrong box. Apologies all. The demo box and the test box sit side by side, and I thought I was plugging into test box when checking the Orion beta.

It all seems to be working fine. Sorry for the noise. But thanks for being so responsive. Appreciated.