Leap Service fails to start in Windows 10

secondsight 2015-08-17 19:14:36 UTC #1

Hi,

Yes it works if I start it in Services but am I going to have to do this on every reboot?

Chris

jhung 2015-08-17 22:25:04 UTC #2

The service should automatically start with Windows after you reboot if it is set correctly in the list of services. Could you test this by rebooting the system and checking if the controller works afterwards?

You usually do not need to manually start the service every time.

secondsight 2015-08-18 18:41:05 UTC #3

The service did always start in Windows 8.1. Now in Windows 10 Pro it doesn't. It is set in Services to Automatic.

Chris

jhung 2015-08-18 19:09:16 UTC #4

Hmmm, that's strange. Could you try uninstalling the Leap Motion software and try reinstalling the latest version from www.leapmotion.com/setup to see if that allows it to autostart the service?

secondsight 2015-08-18 21:15:13 UTC #5

Hi,

Yes I will do that but I should say that it has been a clean install with that version specifically from the settings - Software Version: 2.3.0+31543. The error message slides in from the right hand side just above the clock saying it failed to start after about 20-30 seconds upon starting windows 10 every time.

From the event viewer it produces two error ids......

Firstly.....

Log Name: System
Source: Service Control Manager
Date: 18/08/2015 20:31:00
Event ID: 7009
Task Category: None
Level: Error
Keywords: Classic
Description: A timeout was reached (30000 milliseconds) while waiting for the Leap Service service to connect.

And secondly.......

Log Name: System
Source: Service Control Manager
Date: 18/08/2015 20:31:00
Event ID: 7000
Task Category: None
Level: Error
Keywords: Classic
Description:
The Leap Service service failed to start due to the following error:
The service did not respond to the start or control request in a timely fashion.

So first a 7009 then a 7000.

I will reinstall but it would be the third time ive done that. I think I will run the install as admin to see it that changes anything. BRB.

Chris

jhung 2015-08-18 22:04:32 UTC #6

Thanks for trying the reinstallation again. If you continue to have issues with the service starting automatically after you reinstall, could you check C:/ProgramData/Leap Motion/ and let me know if you see any .dmp files in there?

It's possible the the service is crashing after it tries on startup. If you do find a dump, please send me an email at jhung@leapmotion.com so I can have our engineering team take a look at it.

secondsight 2015-08-18 22:05:53 UTC #7

No luck. Exactly the same thing. I installed it as admin and chose Desktop. After the install the service was started and apps installed. I then rebooted and the message popped up again saying the service was not started.

Chris

jhung 2015-08-18 22:12:56 UTC #8

Thanks for the update Chris. Could you check C:/ProgramData/Leap Motion/ and see if there are any .dmp files in there?

secondsight 2015-08-18 22:15:20 UTC #9

There is no dump in there. There are these 4 files after unhiding os and hidden files in control panel..........

cert,crt
config.json
lastversion
private.key

What if I change the service to not use the Local System account but my own admin account? Just a thought....I don't really want to muck about with it tho.

Chris

secondsight 2015-08-18 22:22:57 UTC #10

I would like to add that this is a HP ENVY 17-j101ex if that helps.....

http://support.hp.com/nz-en/document/c04108488

Chris

jhung 2015-08-18 22:59:12 UTC #11

Thanks for the additional info Chris.

I've notified our engineering team and they have requested some more information about your system. Could you please download and run the log collecting tool here: https://leapmotion.box.com/s/4rr1splnog0owew2szskuoacyfy8cw2p

It should save various logs to a directory on your desktop. Please email those files to me at jhung@leapmotion.com

While we take a look at that, could you try reisntalling the WinUSB drivers by running dpinst64 in C:\Program Files (x86)\Leap Motion\Core Services\Drivers and try rebooting your computer to see if that fixed the problem for you?

secondsight 2015-08-19 00:56:07 UTC #12

You have mail. Reinstalling the WinUSB drivers (successfully) did not change anything with regard to the leap service. It is still refusing to start automatically.

Chris

jhung 2015-08-19 15:27:35 UTC #13

Thanks for the update Chris. I've forwarded the information you provided to our engineering team. I'll let you know when I hear back from them

jhung 2015-08-19 21:00:11 UTC #14

Hey Chris,

Our engineering team would like to set up a remote desktop session with you to see if they can investigate this issue further. Are you available tomorrow (8/20) at around 12:30pm PST? If not, please let me know what time you would be available and I'll try to set up a time that works for you and Collin, one of our Engineers.

I've also sent you an email as well.

secondsight 2015-08-20 17:00:59 UTC #15

I have sent two mails. The latest one is the one to go with.

Chris

cfink 2015-08-21 15:01:31 UTC #16

I am experiencing the same issue as well and have a dmp file in C:/ProgramData/Leap Motion/

jhung 2015-08-21 15:19:41 UTC #17

Could you open up C:/ProgramData/Leap Motion/ and check the time stamp on the .dmp file you see in there? I'd like to make sure that it's a recent file.

If it's pretty recent, please attach it to an email and send it to me at jhung@leapmotion.com so I can have our engineering team investigate this.

secondsight 2015-08-24 13:27:23 UTC #18

If you start the service then shut down (note.....not restart) and then switch the computer on the service starts. I think this is to do with the fast startup (aka: hybrid boot or hybrid shutdown) which is turned on by default in Windows 10. It seems to remember in the file it creates (hiberfil.sys) that the service was running when the computer was previously on and so starts it again.

The problem is restarting.

HDZubiria 2015-09-03 21:56:54 UTC #19

Hi, I hace the same problem on restart, i would like to add that i have a HP ENVY 17 Leap Motion SE NotebookB PC. and the Intel® WiUSB Diver do not start.

secondsight 2015-09-03 22:45:11 UTC #20

I reinstalled Windows 10 and immediately installed the latest Leap Motion software and it has worked ever since.

You can try this.......

Right click on the USB-IF xHCI USB Host Controller and uninstall it. Then on the uninstalled device in "Other devices" right click and search online for drivers. With any luck it will install the generic driver from Microsoft.

The driver is v 10.0.10240.16461 dated 17/08/2015 by Microsoft. You need to know that even if you get the driver installed that WiDi does not work on Windows 10 (yet) for non Pro graphics cards (like mine in fact....but a storm is happening in Intel forums about this from many many people......).

https://communities.intel.com/thread/76830

If you do have a Pro card then the latest drivers for that are here.......

https://downloadcenter.intel.com/download/25153/Intel-Pro-WiDi-Software-for-Windows

Chris