Hand tracking not working : "device not ready" / "disconnected"

[Korgen]

I finally received mine today but I have the same problem described here: Hand tracker not working

I followed this guide https://www.reddit.com/r/Pimax_Official/comments/ixflnr/hand_tracking_module_installation_and_setup_guide/

I uninstalled Pitool, every Pimax folders to make a clean install. I tried many usb ports, but all I get is “Leap Motion device not ready”. In leap motion control panel, device status is “disconnected”. Windows recognises a new device when I plug the leap motion.
I could plug an usb-c sdcard adapter to my hmd, it works: the usb-c port is not faulty.

hmd : 5k+ serial 204
Pitool : 1.0.2.087_v2
headset firmware : 2.1.255.269
windows 10 pro, version 20h2

[UweP]

Hi Korgen,

do you know this Tread Hand Tracking not working, install issues. Anyone with 5k+/xr have it working? some users have the same problem …

greetings
Uwe

[Korgen]

Yes I saw that, and there’s no solution for the moment -_-
I created this thread here intentionnaly.

[PimaxOliver]

Hello,

Have you ever tried to get a ticket so that our technical team can give you some help? The ticket link I’ve send to you through PM.

Sincerely!

[Korgen]

I spent a whole month with the support team to be delivered (they needed weeks to understand they mixed my french adress with somebody else in Hungary…), so I’m not enthousiast to open a 3rd ticket again.

Btw, as indicated in these 2 other threads it seems to be a software issue.

Hand Tracking not working, install issues. Anyone with 5k+/xr have it working?

So my hand tracking came the other day, and I can’t seem to get it working, I’ve seen a few others with the 5k units having issues, so I’d love to know if anyone with a 5k of any kind has it working with theirs? Details of my problem, and testing that I’ve done below. Attaching the hand tracking module and turning everything on, PiTool doesn’t detect that I have one. Looking in Device Manager shows the error “This device cannot start. (Code 10) {Operation Failed} The requested operation was uns…

Hand tracker not working

Hi all, finally got around to testing hand tracking module on my pimax 5k and just cannot get it working. It is detected and I install the orion software, however the pitool status states that the “leap motion device not ready” I have tried connecting to all my usb ports on my pc, connected the hand tracking module via usb cable directly to my pc also. The leap motion control panel also states that the device status is disconnected. I really dont know what else to try now? Can anyone pleas…

I have exactly the same problem and as they said, the support team couldn’t do anything.

[PimaxQuorra]

Hello @Ultraleap_Dan

Maybe you could take a look at this issue.
Thank you.

[Ultraleap_Dan]

Hi Korgen,

Sorry to hear about the issue that you are having.

Please can you reinstall the WinUSB drivers from the location below:

Leap Motion\Core Software\Drivers\dpinst64.exe

Please can you also share a screenshot of your about tab to see if the hand tracking module is being recognised here?

Do you have a USB 3.0 male to a USB C female cable that you can use to connect the hand tracking module directly to your PC to see if this allows the device to be recognised?

[Korgen]

Hi, I launched dpinst64.exe but it didn’t change anything.

Unfortunately I don’t have a female usb-c cable to test.

Here is the about tab :

I forgot to say that I have 2m extention cables (usb and displayport) for the Pimax. I can’t get rid of them for now but I may be able to make a short test if needed.
Thank you for helping

[UweP]

@Ultraleap_Dan

Hello Dan,

I have exactly the same behavior as many users, see also here:

Hand Tracking not working, install issues. Anyone with 5k+/xr have it working?

With a USB 3.0 male to a USB C female cable directly on the PC it works:

Greetings
Uwe