Troubleshooting Guide

For various reasons your Leap Motion Controller 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

  1. Right-click your tray icon → Settings → Troubleshooting → Show Software Log...

Tip: Find whether your computer detects your Leap Motion Controller

(Note: enumeration means the name your system assigns to a hardware device)

Windows 7:

  1. Click on the Start button

  2. Open the Control Panel

  3. Click on “Hardware and Sound” and select  “Device Manager”

  4. Check if the Leap Motion Control is detected under “Universal Serial Bus controllers” or “Imaging Devices”

Windows 8:

  1. Click on the Start Button

  2. Click on the magnifying glass icon on the top right of the start menu

  3. Type in “Device Manager” in the search bar

  4. Check if the Leap Motion Controller is detected under “Universal Serial Bus controllers” or “Imaging Devices”

Mac OS X:

  1. Click on the Apple logo on the top left of your screen

  2. Select “About this Mac”, “More Info”, “System Report”, then “Hardware” and check if the Leap Motion Controller is detected in the “USB” section

Tip: Ensure the Leap Motion Controller 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 launch the App Home application, among other things. When the Leap Motion controller is plugged in and working properly, the icon turns green. Other colors indicate errors and abnormal operating conditions:

  • Unplugged-Icon — the Leap Motion controller is unplugged (or the Leap Motion software hasn’t detected it yet).
  • Normal-Icon — the Leap Motion controller and software are operating normally.
  • Smudge-Icon — indicates that a smudge or other contamination might be clouding the Leap Motion Controller sensor window.
  • ForcePause-Icon — 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.
  • FPSLow-Icon — 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.
  • Updates-Icon — 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

Normal-Icon Smudge-Icon

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

Unplugged-Icon

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

Unplugged-Icon

Yes

Leap Motion Controller

For OSX:

  • Open “Activity Monitor” from Spotlight or applications/utilities/

  • Select “All Processes”  from the pull-down from the top right corner.

  • Find the “leapd” process from the list, and click on the Quit button.  This will restart the Leap Daemon and it should then continue to work

For Windows:

  • Open up the list of services by pressing the Windows button+R

  • Search for LeapService in the list of services and right click on it

  • Start (or restart) the service

both

Unplugged-Icon

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

Unplugged-Icon

No

Leap Motion Controller

1. Uninstall / Reinstall the software

2. Reboot Computer

3. Please check out our Support Category in the Community Forum.

OSX

Unplugged-Icon

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

Unplugged-Icon

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

Smudge-Icon

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

Unplugged-Icon

No; or

“Processing Initialized” only

Cypress Bootloader, orWestbridge

Download and run the firmware reset tool to restore your firmware:

Mac Firmware Reset Tool

Windows Firmware Reset Tool

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

Unplugged-Icon

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

Unplugged-Icon

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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