This guide is designed to help customers who are using V4 (Gemini) hand tracking software on Windows operating systems. For customers using V2 on Windows or Mac or V5 (Gemini) software please use the links below to navigate to the correct troubleshooting guide for your software:
Troubleshooting Guide Windows / Mac V2
Troubleshooting Guide Windows V5 Gemini
For various reasons your Ultraleap Tracking Device can fail to work properly. This table will help you to determine the cause. Before you begin, make sure you have downloaded and installed the most up-to-date software for your Leap Motion Controller.
VR Troubleshooting
For issues related to Virtual Reality tracking, please take a look at our VR Troubleshooting guide.
Tip: How to view your Leap Motion software log
- Right-click your tray icon → Settings → Troubleshooting → Show Software Log...
Tip: Find whether your computer detects your Leap Motion Controller or Stereo IR 170
(Note: enumeration means the name your system assigns to a hardware device)
Windows 7:
- Click on the Start button
- Open the Control Panel
- Click on “Hardware and Sound” and select “Device Manager”
- Check if the Leap Motion Control is detected under “Universal Serial Bus controllers” or “Imaging Devices”
Windows 8:
- Click on the Start Button
- Click on the magnifying glass icon on the top right of the start menu
- Type in “Device Manager” in the search bar
- Check if the Leap Motion Controller is detected under “Universal Serial Bus controllers” or “Imaging Devices”
Windows 10:
- Click on the magnifying glass icon on the bottom left of the taskbar next to the Windows button
- Type in “Device Manager” in the search bar
- Check if the Leap Motion Controller is detected under “Universal Serial Bus controllers” or “Imaging Devices”
Tip: Ensure the Leap Motion Controller or Stereo IR 170 is plugged directly into your machine.
When the the Leap Motion control panel application is running, it displays an icon in the notification area of the Windows Taskbar or Mac Finder bar. You can use the menu attached to the icon to open the control panel and visualizer. When the Leap Motion controller is plugged in and working properly, the icon turns green. Other colors indicate errors and abnormal operating conditions:
— the Leap Motion controller is unplugged (or the Leap Motion software hasn’t detected it yet).
— the Leap Motion controller and software are operating normally.
— indicates that a smudge or other contamination might be clouding the Leap Motion Controller sensor window.
— indicates that tracking has been suspended because the Leap Motion frame rate is below the acceptable threshold. USB bandwidth contention is the primary correctable cause of poor performance and can often be resolved by plugging the Leap Motion controller into a different USB port, plugging the controller directly into the computer rather than using USB hubs or extender cables, or removing other USB devices.
— indicates that the Leap Motion frame rate is below the acceptable threshold and you have turned off the Avoid Poor Performance option in the Leap Motion Control Panel. Tracking continues with greatly reduced reliability.
— indicates that an update is available for the Leap Motion software. Open the Leap Motion Control Panel to install the update.
We do not recommend plugging in the device via a USB Hub, it may not receive enough power and the USB bandwidth associated with the Hub may not be sufficient for the device to work effectively.
|
Status LED |
Tray Icon |
“Detected” in software log? |
Enumeration |
Resolution |
OS |
|
|
|
Yes |
Leap Motion Controller |
You should be able to see tracking in the Diagnostic Visualizer. If so, your problem is probably app-specific. If not, try to run the Diagnostic Test. |
both |
|
|
|
No |
Leap Motion Controller |
Make sure the USB port is good; try a different USB port and cable to see if there are any changes. You may need to turn the sensor on by selecting "Resume Tracking" by clicking/right-clicking the Leap Motion Control Panel icon. If the issue persists, please try testing your Leap Motion Controller with another computer to see if you are able to replicate the issue. If you are using a USB hub with your Leap Motion Controller, please try connecting your controller directly into your computer to see if that resolves the issue |
both |
|
|
|
Yes |
Leap Motion Controller |
For OSX:
For Windows:
|
both |
|
|
|
Yes |
Leap Motion Controller |
We have found that there are times when a firmware update will complete but will not communicate this information back to the LMCP. To resolve you must Uninstall / Reinstall the software. |
both |
|
|
|
No |
Leap Motion Controller |
1. Uninstall / Reinstall the software 2. Reboot Computer 3. Please check out our Support Category in the Community Forum. |
OSX |
|
|
|
No |
Leap Motion Controller |
1. Go to Device Manager 2. Click the Leap Motion device and select "Update driver software". 3. Click "Browse my computer for driver software." 4. Click "Let me pick from a list of device drivers on my computer." 5. Click the "Have Disk" button. 6. Navigate to the install directory of the Leap Software (C:\Program Files (x86)\Leap Motion\Core Services\Drivers... 7. Choose dpinst(x86) or dpinst64. 8. Choose "Open" to install it manually. |
Win |
|
|
|
Yes |
Leap Motion Controller |
If the Recalibration program can get past “Plug-in-device”, and the score remains at 0: Please check out our Support Category in the Community Forum. |
both |
|
|
|
Yes |
Leap Motion Controller |
Clean the Leap Motion Controller sensor window. If this doesn’t resolve the issue, then Recalibrate your Leap Motion Controller. |
both |
|
|
No; or “Processing Initialized” only |
Cypress Bootloader, orWestbridge |
Download and run the firmware reset tool to restore your firmware from HERE. The above tools are only for the peripheral, not the HP embedded models. If you are an HP user, please contact us if you suspect that your hardware is the issue and you've tried everything else in this guide. Note: If you are prompted to enter a key, press enter to bypass the prompt and the reset tool should continue to run. |
both |
|
|
|
No |
Unknown Device, orUSB Composite Device Make sure it’s actually the Leap Motion Controller, not another device. |
If repeatable on multiple computers: Please contact our Support department to send you a replacement unit. |
both |
|
|
|
No |
<Nothing>, under any category |
If repeatable on multiple computers: Please contact our Support department to send you a replacement unit. |
both |
|
|
|
|
Yes |
Leap Motion Controller |
Tracking is running in Degraded mode. In this mode tracking performance is severely compromised and we do not recommend operating the Leap Motion Controller in this mode. Degraded mode is enabled when USB bandwidth issues are detected and you have disabled the “Avoid Poor Performance” checkbox in the Control Panel. If you are unable to resolve your USB bandwidth issues, please contact our Support department. |
|
|
|
|
Yes |
Leap Motion Controller |
USB bandwidth issues have been detected and tracking has been paused. To resolve this issue, please make sure that you do not have your controller connected through a USB hub -- including the hub provided by the Oculus Rift Head Mounted Display. If you already have the Leap Motion Controller plugged directly into your computer, please try to plug the Controller into another USB port. If you have any available USB 3 ports on your machine, we recommend connecting your controller using one of these ports. Alternately, you can run your Controller in Degraded mode. You can configure your Controller to run in this mode by unchecking the “Avoid Poor Performance” box in the Control Panel. However we do not recommend running your controller in this mode as tracking performance is severely compromised. If you continue to have problems with USB bandwidth issues please contact our Support department. |
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