Leap motion device not working

Momotaur 2018-06-19 21:19:20 UTC #21

When I first plugged in this device the second time I had made sure to be watching the software log while I did everything that I did, so I could catch any errors. I don't have a screenshot, sadly, but I do remember that the device was discovered, went through the firmware update process, completed that process, disconnected, reconnected, and then disconnected again. After this second disconnect was when the issue started. I am no expert, and I believe that you know better than I do here, but I felt I should provide this information in case it changes anything.

jhung 2018-06-19 21:21:01 UTC #22

That sounds about right from the information that i've seen. Definitely let me know how it goes with the new controller once you get a chance to try it out.

Momotaur 2018-06-19 21:22:56 UTC #23

Trust me, this'll be the first place I go to complain... I mean get help.

jhung 2018-06-19 21:24:19 UTC #24

Hopefully you'll report back with some good news

jhung 2018-06-25 22:21:08 UTC #25

Which eye tracker are you using? Could you provide a link to the product page? Our engineering team is investigating this issue to see if we can prevent this issue from occurring again.

What OS are you running on your machines?

shpalman 2018-07-04 18:56:31 UTC #26

i've got the same problem...i'v recived today after a lot of patience, my leap motion device...i plugged the usb cable and red lights were on...i've installed the sdk and the orion software then...everything seems dead...service wont start and the device isn't showing lights...i've tried both usb cables...but nothing...i've bougth dte device from your site...please help..i'm from italy and the shipment took time....I'm using win 7 pro 64

i'm looking in the devices list in the control pannel and it seems that win7 sees my leap mkotion as westbridge...please tell me wath to do (sorry for my terrible english)

jhung 2018-07-05 15:47:23 UTC #27

Try resetting the firmware by downloading and running this tool: https://leapmotion.box.com/s/p5t23n0uqpxynevhgbx9h7u1swbh3h45

gordryd 2018-07-13 03:15:25 UTC #28

I also have the problem of non-working (brand new LEAP) under Win7 64-bit:
0) I installed 3.2.1 (needed for iClone)
1) Plugged in LEAP and red LED initially came on
2) The device driver installed 'WestBridge'
3) FW automatically updated
4) LEAP is now dead (all indicators in s/w setup are green, but there is no green LED on the unit and nothing appears in the visualizer. Doesn't work in iClone either)
5) Doesn't work in any USB slot

I was going to try the FW reset above, but after downloading and trying to run, Norton AV flagged and deleted it, saying this file contains the virus "WS.Reputation.1"

Tried the LEAP on a different computer w/Win 10. No red LED, no communication w/device.

Not the best 'Out-of-Box' user experience!

jhung 2018-07-13 15:07:25 UTC #29

Try disabling Norton temporarily or flag the file as a false positive and see if the firmware reset tool works for you.

If the controller appears as "westbridge" in your device manager and the LED remains off, there's an issue with the firmware of the device.

troach06 2018-07-14 15:56:28 UTC #30

I have gone through three different devices now and all have stopped working after initial firmware update. I would suggest fixing your software as I am 100% positive it is a software related issue. I have had no issues with Leap Motions in the past but the most recent Orion update bricks new devices somehow. Don't order replacements, I tried that and they all did the same thing. Please fix your software, I really want to try the newest Orion tracking but since my device won't turn on it's impossible.

scdakin 2018-07-16 03:06:02 UTC #31

Similar problems. Two new Leap Motion devices won't connect to any Windows 10 device i try following windows desktop setup. Controller just disconnects and reconnects repeatedly. No LEDs, no infrared activity. When i first connected the devices, the firmware auto-updated and the system has also misidentified the devices as Tobii EyeX. LEDs were active (red) then.

I currently can't connect either device to run a firmware wipe/update. It's not the cables.I don;t run Norton.

jhung 2018-07-16 15:42:27 UTC #32

This is a known issue that is caused by the Tobii tracker software, which is writing to the firmware of the Leap Motion sensor and bricking it. You'll need to replace those controllers and do the initial firmware update of the controllers on a machine that does not have the Tobii software installed. Once updated, you can use the controllers on any machine.

If the controllers were purchased through us, feel free to PM me your order number so I can set up a replacement for you or contact us through our support page at support.leapmotion.com

I've responded to your support ticket

Fiedel 2019-04-20 10:01:51 UTC #33

I am also having a WestBridge Problem and this seemed to be the most appropriate thread:

Symptoms are the same as other people seem to have:

Leap Motion sensor's LED is off
The device appears to connect as "WestBridge" (in the Device Manager)
System is Windows 10
Diver update/reinstall didn't work
Went through the Troubleshooting list and completed all but firmware reset tool
When I navigate to the posted link on BOX, there is no file, but instead the message:
"This shared file or folder link has been removed or is unavailable to you."

Can you please make the file available again?

Thanks a bunch!

Fiedel 2019-04-20 10:52:57 UTC #34

Oh, nevermind, I found it:
https://developer-archive.leapmotion.com/downloads/firmware-reset

Worked perfectly.