Service crashes everytime I plug in the leap controller with Orion in windows 8.1

vengox 2016-02-21 19:16:14 UTC #1

Not sure what is happening here but the service crashes as soon as the controller is plugged in. I tried the admin cmd line service start and same thing happened. Every once in a while I get everything running but the controller still doesn't work at all. However, if I use the old/desktop version of the leap software, everything works fine.

Tried using different usb ports, reinstalling and loading different version of the leap driver.

jhung 2016-02-23 16:24:41 UTC #2

Sorry to hear that you're running into some issues with the leap service. Could you upload the crash dumps to a file host and provide a link so our team can take a look?

Have you tried uninstalling Orion and doing a fresh installation to see if the issue continues to occur?

vengox 2016-02-23 18:48:33 UTC #3

I'll send the dumps as soon as I can before the days end. I have other PC's and they all do the same exact thing with orion. At this point I would say that it is the device. But once again, as soon as I load v2, it all works fine.

jhung 2016-02-23 18:56:38 UTC #4

It definitely sounds like a software issue since the non-Orion release seems to be working for you. Let us know when you've got a chance to upload those dumps so we can take a look at them.

Thanks!

vengox 2016-02-23 22:29:58 UTC #5

here is the latest dump

https://www.amazon.com/clouddrive/share/54i53xA9kDyBVYV812zl6HNXQUufaJayfBElnWBmnkt?ref_=cd_ph_share_link_copy

jhung 2016-02-23 22:41:19 UTC #6

Thanks for providing the dumps. Could you send over copies of your config files so our team can take a look at those as well?

One should be located in C:\Users[your user name]\AppData\Roaming\Leap Motion\config.json and another should be located in C:\ProgramData\Leap Motion\config.json

Please label them so we can differentiate which directory they came from.

Thanks!

vengox 2016-02-23 22:58:10 UTC #7

Here is the program data Config.json
https://www.amazon.com/clouddrive/share/KjBgsAYn6zOt0IjkpKkyz49CSDj33p7o7HTjHuIwZd7?ref_=cd_ph_share_link_copy

Here is the roaming Config.json
https://www.amazon.com/clouddrive/share/PTS8qvjpqwkNnxQ1lEYiG4uY7cKBCTTRNK4tITkxvWf?ref_=cd_ph_share_link_copy

jhung 2016-02-23 23:06:53 UTC #8

Thanks for the logs. Could you try manually clearing them from your system? To do so, open up services.msc and stop the leap service and close the Leap Motion Control Panel.

Then, delete the two config.json files, restart the leap service, relaunch the Leap Motion Control Panel and see if the service continues to crash.

vengox 2016-02-23 23:15:43 UTC #9

Same issue. Looks like roaming folder rebuilt another config file (same info in it as before). the programdata folder did not rebuilt the config file.

I sometimes notice if it does show connected,but nothing works and the service/control panel seems to lock, I can unplug the device and it still says connected. most of the time the service starts up, see's the device, then disconnects/service shutdown.

jhung 2016-02-24 00:53:14 UTC #10

The config files are generated by the LMCP and the service so that should be normal.

What antivirus software are you running on the machine? Could you try temporarily disabling and/or uninstalling to see if that helps?

Could you also try downloading LFTool.exe from HERE and save the existing calibration and send it over. Once you have the existing calibration saved, try recalibrating and see if the service still crashes. The syntax for saving calibration as both a text file and binary is :

LFTool.exe calib show > calib.txt
LFTool.exe calib save calib.dat

vengox 2016-02-25 06:07:40 UTC #11

No use of antivirus except for the native Microsoft security essentials.

I downloaded the tool and saved calib.dat here
https://www.amazon.com/clouddrive/share/TF1pzmb33kSXf9AkPiGVyEyqyvNtMSqopYrzmmMT1xb?ref_=cd_ph_share_link_copy

I cannot recalibrate because once again. the software/service never truly see's the device properly.

jhung 2016-02-25 16:29:03 UTC #12

The recalibrate.exe application doesn't use the leap service so that shouldn't be causing any issues. As long as your device is enumerating and showing up in your Windows Device Manager correctly, you should be able to calibrate the controller.

Please try pausing or shutting down the Leap Service from services.msc and try recalibrating again.

vengox 2016-02-26 01:16:20 UTC #13

It works now after running recalibration with the service off, then restarting the service. Calibrating it was a real pain. Kept skipping around. But all is good. Orion is way better then previous. The blocks demo was amazing.

jhung 2016-02-26 16:03:57 UTC #14

Glad to hear that you were able to get it working.
Please let us know if you run into any further issues.

If anyone else is running into this issue, please try uninstalling the Leap Motion software and reinstall this patched installer: https://leapmotion.box.com/s/gu827ef8oi0hrgm9h47yz393486o5a2s