I think my Leap is broken

[tristanhanna]

Hi everyone,

I am borrowing a Leap controller from my professor for a project, and it has never shown the green light or any kind of connection to my computer. I have been troubleshooting for quite some time now using this forum, YouTube, etc. and all my Leap software works just fine, I just can't even find the Leap connected to my computer in any sort of way through my device manager, the Leap app, or just showing a flickering of that green light. I made sure I have the updated software that corrects a lot of these issues on Windows 10, and I have tried to find a single hint of actual connection to the device and the only thing that will ever happen is my computer recognizing that something was plugged into the USB by audio feedback, but a new device never shows up on my computer. I even tried connecting it through my brother's Macbook Pro because I thought it must be some Windows 10 problem and it still had no connection. Should I assume that it is broken? Thanks for any support, it is much appreciated!

Best,
Tristan Hanna

[AlexColgan]

Do you see Westbridge or Cypress Bootloader in the enumerated devices in Device Manager?

[tristanhanna]

Yes, Westbridge is just an "other device" and it has a little error flag next to it.

[AlexColgan]

Try running this firmware reset tool, it should do the trick: https://developer-archive.leapmotion.com/downloads/firmware-reset

[tristanhanna]

It sure did! Thanks Alex, you are a legend!

[royjara224]

Hi, I'm also having trouble getting my leap motion controller to work.
I tried running the firmware reset tool (the file in that link appears to be corrupted for my mac) but it worked on my windows computer.

Thing is, I keep getting this error saying:
[~timestamp~] [Critical] [EC_BAD_DEVICE_AUTH] Leap Motion Controller authentication failed.

This error appears both while I'm running the firmware reset tool as well as when showing the system log, which makes me think this might be the error.
Can you help me out figure out how to solve this and finally get my controller to work?

Thanks a lot!
Roy Jara

[AlexColgan]

Are you seeing this error on your Mac or PC?

[royjara224]

On mac i'm getting this when I try to start the leap motion:

[16:03:14] [Critical] [EC_BAD_CALIB] You must recalibrate your device (Settings -> Troubleshooting)
[16:03:14] [Critical] Unhandled exception: Failed to load calibration.
[16:03:14] [Critical] Scorch exception: Failed to load calibration.
[16:03:14] [Info] Leap Motion Controller detected: 
[16:03:14] [Critical] [EC_BAD_DEVICE_AUTH] Leap Motion Controller authentication failed.
[16:03:14] [Critical] Unhandled exception: Device authentication failed.
[16:03:14] [Critical] Device authentication failed.
[16:03:14] [Info] Leap Motion Controller disconnected: 
[16:03:14] [Warning] Your Leap Motion Controller may not be functioning optimally. Please recalibrate (Settings -> Troubleshooting).

On windows I'm getting pretty much the same:

[16:07:02] [Info] Tracking resumed
[16:07:02] [Info] Tracking paused
[16:07:02] [Info] Leap Motion Controller detected:
[16:07:02] [Critical] [EC_BAD_CALIB] You must recalibrate your device (Settings -> Troubleshooting)
[16:07:02] [Critical] [EC_BAD_DEVICE_AUTH] Leap Motion Controller authentication failed.
[16:07:02] [Critical] Unhandled exception: Failed to load calibration.
[16:07:02] [Critical] Unhandled exception: Device authentication failed.
[16:07:02] [Critical] Scorch exception: Failed to load calibration.
[16:07:02] [Critical] Device authentication failed.
[16:07:02] [Info] Leap Motion Controller disconnected:

As I mentioned, when I tried using the firmware reset tool it didn't work because it kept printing the message: [EC_BAD_DEVICE_AUTH] Leap Motion Controller authentication failed.

Is there anything else I can try?

Thanks!

Roy

[AlexColgan]

How old is the device? It sounds like the firmware may be irretrievably faulty.

[royjara224]

I'm not sure. My professor gave me one of the ones he had in his lab. The hardware has LM-010 written on it so I'm guessing it might be from ~2013

[AlexColgan]

On the Windows machine, can you try reinstalling the WinUSB drivers? You can do so by running dpinst64 located in c:\Program Files (x86)\Leap Motion\Core Services\Drivers