Leap Motion stuck on firmware update on Mac 10.12.6

leone1 2018-07-05 05:22:18 UTC #1

Hi all

I know this question has been asked before but I just received the Leap Motion today and am having the same issues as some others have had.

I have followed troubleshooting tips but I still can not get the green light on the Leap device.
I have reset services with command line
Used 2 different USB ports on my Mac laptop
Reinstalled software.

Can anyone help me further

Thank you in advance
Leone1

jhung 2018-07-05 15:46:12 UTC #2

try resetting the firmware by running our firmware reset tool:
https://leapmotion.box.com/s/x0por7h9ypltc2rtr5ez

Mount the .dmg file and open up a Terminal window and input the following lines:
cd /Volumes/LM_FirmwareReset_Mac
./FirmwareReset

skinnersbox 2018-07-06 13:06:54 UTC #3

Hi leone1 and jhung,

I am currently having the same problem on the same Mac setup.

jhung: I have tried to download your firmware reset tool but I get the following error message when trying to open that .dmg file:

"FirmwareReset” is damaged and can’t be opened. You should eject the disk image.

Any help would be greatly appreciated.
Thanks

jhung 2018-07-06 15:13:58 UTC #4

You need to follow the instructions below the download link I posted in my previous message to manually run the reset tool

leone1 2018-07-07 04:41:49 UTC #5

hi jhung thanks for your reply the link you posted will not work for me, it goes to a blank page.
I have tried on different browsers
keen to still get it going

Thanks

Leone1

jhung 2018-07-09 17:08:47 UTC #6

Sorry about that, a "1" somehow got added to the end of that. I've fixed the original link. It should be working now:
https://leapmotion.box.com/s/x0por7h9ypltc2rtr5ez

mquick70 2018-07-09 20:50:51 UTC #7

I downloaded the link and followed the instructions above. I get a box with instructions to pause tracking (the option in the taskbar is "resume tracking" - there is no pause. When I hit enter, I get a message telling me to plug in the Leap Motion controller. The light is red on the controller and it's plugged into my macbook pro.

skinnersbox 2018-07-10 10:29:28 UTC #8

I am at the same stage as mquick70.

Here is my software log after I uninstalled everything, reinstalled and then followed the steps you outlined above for the firmware reset:

[11:24:02] [Info] WebSocket server started
[11:24:02] [Info] Secure WebSocket server started
[11:24:02] [Critical] [EC_BAD_CALIB] You must recalibrate your device (Settings -> Troubleshooting)
[11:24:02] [Info] Leap Motion Controller detected: LP81901829371
[11:24:02] [Info] Firmware version: 0.9.0
[11:24:02] [Info] Leap Motion Controller firmware version 0.9.0 is out of date.
[11:24:02] [Info] Initiating firmware upgrade to version 1.7.0.
[11:24:02] [Warning] Do not unplug your Leap Motion Controller.
[11:24:02] [Info] If upgrade fails, please visit http://support.leapmotion.com to troubleshoot.
[11:24:02] [Critical] Unhandled exception: Failed to load calibration.
[11:24:02] [Critical] Scorch exception: Failed to load calibration.
[11:24:02] [Critical] Unhandled exception: Failed to set Hardware property 'Sharpness' as a part of DeviceWrite.
[11:24:02] [Critical] Failed to set Hardware property 'Sharpness' as a part of DeviceWrite.
[11:24:02] [Info] Leap Motion Controller disconnected: LP81901829371
[11:24:03] [Info] Connected to Leap Daemon
[11:24:03] [Info] Tracking resumed
[11:24:03] [Warning] Your Leap Motion Controller may not be functioning optimally. Please recalibrate (Settings -> Troubleshooting).
[11:24:03] [Info] Tracking paused
[11:24:04] [Info] Leap Motion Controller firmware update in progress
[11:24:44] [Critical] [EC_BAD_CALIB] You must recalibrate your device (Settings -> Troubleshooting)
[11:24:44] [Critical] Unhandled exception: Failed to load calibration.
[11:24:44] [Critical] Scorch exception: Failed to load calibration.
[11:24:44] [Info] Leap Motion Controller detected: LP81901829371
[11:24:44] [Warning] Your Leap Motion Controller may not be functioning optimally. Please recalibrate (Settings -> Troubleshooting).
[11:24:44] [Info] Firmware version: 0.9.0
[11:24:44] [Info] Leap Motion Controller firmware version 0.9.0 is out of date.
[11:24:44] [Info] Initiating firmware upgrade to version 1.7.0.
[11:24:44] [Warning] Do not unplug your Leap Motion Controller.
[11:24:44] [Info] If upgrade fails, please visit http://support.leapmotion.com to troubleshoot.
[11:24:44] [Critical] Unhandled exception: Failed to set Hardware property 'Sharpness' as a part of DeviceWrite.
[11:24:44] [Critical] Failed to set Hardware property 'Sharpness' as a part of DeviceWrite.
[11:24:44] [Info] Leap Motion Controller disconnected: LP81901829371
[11:24:45] [Info] Leap Motion Controller firmware update in progress

skinnersbox 2018-07-10 10:38:36 UTC #9

As a follow on from this...

I have attempted to recalibrate the device using: Settings -> Troubleshooting -> Recalibrate Device.

At this stage the green light comes on however following the instructions and pointing it at a reflective surface does nothing. Having exiting the recalibration window, the green light on the device remains on which is a start because it has remained red until now.

jhung 2018-07-10 15:44:12 UTC #10

Try running the firmware reset tool on another computer to see if you get the same results.

If the issue persists, try downloading this custom build that should hopefully get rid of the "sharpness" error and see if that helps with the firmware update: https://leapmotion.box.com/s/9q1f1avhea0p8gj9q2mqc5p8xkmnghmw

jhung 2018-07-10 15:44:27 UTC #11

Can you provide a copy of your software log?

skinnersbox 2018-07-11 13:26:31 UTC #12

I have managed to get it working now. I tried running it on a windows system and had the same problems. Then I went back to the Mac and just tried it with the shorted cable that was provided with the Leap and it works absolutely fine now....

jhung 2018-07-11 16:08:52 UTC #13

What happens if you use the longer cable again? Does it stop working again?

leone1 2018-07-17 06:37:14 UTC #14

Hi Leone 1 here again, I have tried now on 2 of my Mac's and used the Firmware reset download and I am still have no luck. here is my software log if it helps.

Any other suggestions

[16:30:38] [Critical] [EC_BAD_CALIB] You must recalibrate your device (Settings -> Troubleshooting)
[16:30:38] [Critical] Unhandled exception: Failed to load calibration.
[16:30:38] [Critical] Scorch exception: Failed to load calibration.
[16:30:38] [Info] Leap Motion Controller detected: LP01620486622
[16:30:38] [Info] Firmware version: 0.9.0
[16:30:38] [Info] Leap Motion Controller firmware version 0.9.0 is out of date.
[16:30:38] [Info] Initiating firmware upgrade to version 1.7.0.
[16:30:38] [Warning] Do not unplug your Leap Motion Controller.
[16:30:38] [Info] If upgrade fails, please visit http://support.leapmotion.com to troubleshoot.
[16:30:38] [Critical] Unhandled exception: Failed to set Hardware property 'Sharpness' as a part of DeviceWrite.
[16:30:38] [Critical] Failed to set Hardware property 'Sharpness' as a part of DeviceWrite.
[16:30:38] [Info] Leap Motion Controller disconnected: LP01620486622
[16:31:19] [Critical] [EC_BAD_CALIB] You must recalibrate your device (Settings -> Troubleshooting)
[16:31:19] [Critical] Unhandled exception: Failed to load calibration.
[16:31:19] [Critical] Scorch exception: Failed to load calibration.
[16:31:19] [Info] Leap Motion Controller detected: LP01620486622
[16:31:19] [Info] Firmware version: 0.9.0
[16:31:19] [Info] Leap Motion Controller firmware version 0.9.0 is out of date.
[16:31:19] [Info] Initiating firmware upgrade to version 1.7.0.
[16:31:19] [Warning] Do not unplug your Leap Motion Controller.
[16:31:19] [Info] If upgrade fails, please visit http://support.leapmotion.com to troubleshoot.
[16:31:19] [Critical] Unhandled exception: Failed to set Hardware property 'Sharpness' as a part of DeviceWrite.
[16:31:19] [Critical] Failed to set Hardware property 'Sharpness' as a part of DeviceWrite.
[16:31:19] [Info] Leap Motion Controller disconnected: LP01620486622
[16:32:27] [Critical] [EC_BAD_CALIB] You must recalibrate your device (Settings -> Troubleshooting)
[16:32:27] [Critical] Unhandled exception: Failed to load calibration.
[16:32:27] [Critical] Scorch exception: Failed to load calibration.
[16:32:27] [Info] Leap Motion Controller detected: LP01620486622
[16:32:27] [Info] Firmware version: 0.9.0
[16:32:27] [Info] Leap Motion Controller firmware version 0.9.0 is out of date.
[16:32:27] [Info] Initiating firmware upgrade to version 1.7.0.
[16:32:27] [Warning] Do not unplug your Leap Motion Controller.
[16:32:27] [Info] If upgrade fails, please visit http://support.leapmotion.com to troubleshoot.
[16:32:27] [Critical] Unhandled exception: Failed to set Hardware property 'Sharpness' as a part of DeviceWrite.
[16:32:27] [Critical] Failed to set Hardware property 'Sharpness' as a part of DeviceWrite.
[16:32:27] [Info] Leap Motion Controller disconnected: LP01620486622
[16:32:35] [Critical] [EC_BAD_CALIB] You must recalibrate your device (Settings -> Troubleshooting)
[16:32:35] [Critical] Unhandled exception: Failed to load calibration.
[16:32:35] [Critical] Scorch exception: Failed to load calibration.
[16:32:35] [Info] Leap Motion Controller detected: LP01620486622
[16:32:35] [Info] Firmware version: 0.9.0
[16:32:35] [Info] Leap Motion Controller firmware version 0.9.0 is out of date.
[16:32:35] [Info] Initiating firmware upgrade to version 1.7.0.
[16:32:35] [Warning] Do not unplug your Leap Motion Controller.
[16:32:35] [Info] If upgrade fails, please visit http://support.leapmotion.com to troubleshoot.
[16:32:35] [Critical] Unhandled exception: Failed to set Hardware property 'Sharpness' as a part of DeviceWrite.
[16:32:35] [Critical] Failed to set Hardware property 'Sharpness' as a part of DeviceWrite.
[16:32:35] [Info] Leap Motion Controller disconnected: LP01620486622
[16:32:55] [Critical] [EC_BAD_CALIB] You must recalibrate your device (Settings -> Troubleshooting)
[16:32:55] [Critical] Unhandled exception: Failed to load calibration.
[16:32:55] [Critical] Scorch exception: Failed to load calibration.
[16:32:55] [Info] Leap Motion Controller detected: LP01620486622
[16:32:55] [Info] Firmware version: 0.9.0
[16:32:55] [Info] Leap Motion Controller firmware version 0.9.0 is out of date.
[16:32:55] [Info] Initiating firmware upgrade to version 1.7.0.
[16:32:55] [Warning] Do not unplug your Leap Motion Controller.
[16:32:55] [Info] If upgrade fails, please visit http://support.leapmotion.com to troubleshoot.
[16:32:55] [Critical] Unhandled exception: Failed to set Hardware property 'Sharpness' as a part of DeviceWrite.
[16:32:55] [Critical] Failed to set Hardware property 'Sharpness' as a part of DeviceWrite.
[16:32:55] [Info] Leap Motion Controller disconnected: LP01620486622
[16:33:11] [Info] Connected to Leap Daemon
[16:33:28] [Critical] [EC_BAD_CALIB] You must recalibrate your device (Settings -> Troubleshooting)
[16:33:28] [Critical] Unhandled exception: Failed to load calibration.
[16:33:28] [Critical] Scorch exception: Failed to load calibration.
[16:33:28] [Info] Leap Motion Controller detected: LP01620486622
[16:33:28] [Info] Firmware version: 0.9.0
[16:33:28] [Info] Leap Motion Controller firmware version 0.9.0 is out of date.
[16:33:28] [Info] Initiating firmware upgrade to version 1.7.0.
[16:33:28] [Warning] Do not unplug your Leap Motion Controller.
[16:33:28] [Info] If upgrade fails, please visit http://support.leapmotion.com to troubleshoot.
[16:33:28] [Critical] Unhandled exception: Failed to set Hardware property 'Sharpness' as a part of DeviceWrite.
[16:33:28] [Critical] Failed to set Hardware property 'Sharpness' as a part of DeviceWrite.
[16:33:28] [Info] Leap Motion Controller disconnected: LP01620486622
[16:33:28] [Warning] Your Leap Motion Controller may not be functioning optimally. Please recalibrate (Settings -> Troubleshooting).
[16:33:28] [Info] Leap Motion Controller firmware update in progress

jhung 2018-07-17 15:19:57 UTC #15

Do you happen to have access to a Windows PC (or virtual machine)? It looks like our Mac reset tool may not function correctly on OSX 10.11 and 10.12

You can download the windows reset tool here: https://leapmotion.box.com/s/meyfrdu0e2nug4lf6vreq7g91tbki9t5

leone1 2018-07-19 05:48:14 UTC #16

i have now tried the windows reset tool with no luck, after a short while the leap motion device has now lost it's red light. Have tried the 2nd cable, different USB ports, tried on my Mac again.

What is the best way for me to contact you as not sure but it looks like it may need to be be replaced, but just a bit disappointed as I was going to show this to my students in class.

jhung 2018-07-19 15:31:12 UTC #17

I've created a support ticket for you asking for some info. Please respond to that at your convenience.

timkpaine 2018-08-14 01:23:46 UTC #18

Im having the same issue, is this just broken for mac??

Jcrystal 2019-01-20 15:05:40 UTC #19

Have not used my Leap controller for a while. Used to work fine with El Capitan. Updated to Sierra and it no longer works. Power is getting there, direct plug no hub...the light is on, but keep getting indications that it is not connected. Tried running firmware update, Terminal tells me to "Select Pause Tracking in the Leap Motion Tray Icon" but I have no idea what that is. Control panel still thinks it is no connected...Just noticed messages that Leap Daemon is not running, but leapd is not in Activity Monitor and sudo launchctl load /Library/LaunchDaemons/com.leapmotion.leapd.plist says "service already loaded"

Jcrystal 2019-01-20 16:15:19 UTC #20

Solved. Finally found a place to download the original install software and that fixed everything...strange it was so hard to find...