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Eye Tracker disconnects every 5 seconds after software update


savan

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I have a focus 3 and eye tracker installed. After software update to latest version(6.0.999.960), the eye tracker keeps disconnecting and reconnecting every 4-5 seconds. The reconnection is instantaneous and I can't see the transition messages (that it disconnected) but  message  "the eye tracker is connected"  pops up. Even in the eye tracker calibrate option in settings, it initializes and after 3 seconds shows that eye detection is unsuccessful. Reason for upgrade : Before updating the eye tracker connection was stable but the eye tracking wasn't working and in calibrate option the screen was grey from the start of calibration and it automatically exits the calibration after few seconds. I checked the connecting wires and tracker hardware they seemed normal and worked till the software update. I am already delayed in my project delivery and need to solve this quickly. Please let me know if any additional details are required.

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Hi @savan,

Could you provide logs for further investigation?

Please follow below steps to capture logs,

1. adb logcat > filename

2. unplug eye tracker (provide timestamp)

3. plug in eye tracker (provide timestamp)

4. do eye calibration

5. if you can finish the eye calibration, wait until the issue appears

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Thank you for responding quickly and based on the  instructions, I have completed the above steps and am attaching the adb logcat: eye_tracker_log.txt, android studio logcat  HTC-VIVE-Focus-3-Android-10_2024-06-17_161445.logcat, screen shots of errors, timestamps (manually recorded and based on logcat) and the screen recording of the process.
adb logcat : https://github.com/savanp08/debugVR/blob/main/eye_tracker_log.txt

timestamps: https://github.com/savanp08/debugVR/blob/main/timestamps (5).txt

android studio logcat : https://github.com/savanp08/debugVR/blob/main/HTC-VIVE-Focus-3-Android-10_2024-06-17_161445.logcat

screen shots:https://github.com/savanp08/debugVR

screen recording video: https://drive.google.com/file/d/1mPWyLxXPKum4XqggCcRx_vUYzE-kCPzZ/view?usp=drive_link.

Please let me know if you need any additional logs or information

Thank you

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Hi @savan,

Are you using the original USB Type-C cable?

You did mention that this issue occurs after you update to 6.0.999.960.

Did this issue occur immediately after software update?

We found out that there are some issues with the eye tracker, that's why it keeps rebooting.

Your eye tracker hardware might be faulty and could you contact customer service for further assistance.

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It is not the original usb c, but I have used various USB c cables to check if it's cable fault. I will try to obtain an original cable and check. 

Yes the reconnection issues started happening immediately after software update and cleaning the tracker and VR lens with a micro fiber cloth (following suggestion from trouble shoot method in htc vive page ). 

Can you please provide clarification if it's the eye tracker hardware issue or if the VR software (OS or eye tracker software drivers are at fault ). Based on this I can decide if I have to replace the headset or the eye tracker alone. Thank you for the help.

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Hi @savan,

24 minutes ago, savan said:

I will try to obtain an original cable and check.

Please try the original cable and if issue still exists, you might need to replace the eye tracker.

If you would like to try other USB cable, you might need to use USB 3.1 or 3.2.

Headset and eye tracker can work independently.

You can try headset without eye tracker and see if there is any other issues.

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