Prior to November 19th, there was a problem with Trackit’s connection,
After being diagnosed with the revpoint3d customer service,
It takes time to deal with it, so I first purchased blue cable and black cable.
The next day, I was diagnosed with a suspected cable problem, and after the new cable arrived, I tested it again.
Previously, it was connected and disconnected, but the new cable was not connected at all.
revopoint3d exchanged the tracker and tested it after the exchanged tracker arrived, but the problem was not resolved.
I conducted the test again in three ways.
old original blue cable of packages sponsored by kickstarter
New blue cable purchased from revopoint3d
after market usb type C to A 2.0 cable
In case of 1, as before the new tracker was exchanged, it was connected and disconnected.
In case of 2, the connection was not made. Device Manager showed code 43.
In case of 3, the connection was made without any problems. However, since it is usb 2.0, revo track has displayed a speed-related message.
What I’m curious about is from here,
If you know about the USB cable sold in the aftermarket that is more than 6m compatible with trackit, please recommend it.
I’ve already been suffering from this for more than a month now to wait for revpoint3d’s response, and it’s caused a huge disruption to my work.
Hi @osakahamo
There is not really a USB cable of the market that can offer the proper speed , the original cable is made by Revopoint and have 2 chips .
I am thinking here that is not the USB cable problem at all but the motherboard that don’t support efficiency the USB 3-1 ports .
I see it too often lately. Not just with Trackit but also with MetroY Pro .
The USB2 cable connected because it was handle less data via the USB port what explains why the other cable did not .
Reinstall your USB ports and its drivers , try Trackit with another computer or laptop with recommended system to confirm it .
There are two reasons why I think it’s a cable problem.
First of all, if it was a motherboard problem, both the first genuine cable and the second genuine cable should have the same reaction.
The first genuine cable that has already been used for a long time is connected and disconnected, as mentioned earlier (sometimes it lasts for more than 5 minutes, sometimes it breaks in 1 minute, and it’s random), but the second genuine cable that I bought doesn’t connect at all.
The second reason is, I had a problem while I was already using trackit.
I am a user who sponsored through kickstarter and already received trackit on September 3rd.
It doesn’t make sense to use it without any problems during September, October, and November, but it doesn’t connect due to the main board problem.
Of course, as you mentioned, the genuine cable must be able to provide the right speed, but i want to use trackit for work, even if it’s slow until Revopoint3d responds. I’ve already spent more than a month.
It is for that reason that we are getting information about the aftermarket cable.
You only can try Genuine USB C Thunderbolt cable with at least 8GB speed , I tested only 6 ft and not longer . For longer cable make sure they do include chip .
I had the same issues as you do with my PC , My PC issue I fixed by buying powered USB C hub making sure your PC USB C port is available on the back and you don’t use any adapters .
On the other hand I never had any issues on my laptop .
Trust me the USB ports stopping sometimes connecting as they are very sensitive and the system will prevent connection sometimes for no reasons. In 99% it was always the system and the USB . Or it do not recognize the device at all or refuse to connect.
Test out with the Thunderbolt USB C cable , if it still not working you need to get deeper into fixing the USB ports on you computer and reset them .
I’ve finally fixed my connection issues using a 6m Thunderbolt cable from Amazon. It wasn’t a PC or hardware fault, but a combined cable failure:
Tracker to PC (Blue cable): The original and even the replacement were faulty. The Thunderbolt cable fixed this.
Tracker to Scanner (Black cable): Even with the Tracker connected, the scanner didn’t work until I replaced this cable with a new one.
Luckily, I had purchased both types of cables (Blue & Black) ahead of time, which allowed me to identify the dual-failure quickly. Hopefully, this helps anyone else struggling with “Device not recognized” errors!
Disclaimer:
As the Thunderbolt cable my fixed your system USB port issue because it do not use chips , it is absolutely not recommended to use off market cables with Trackit , because if the cables damage the scanner system the warranty will be voided.
I do also not take any responsibility of giving you that idea
You were only one person that I know with this issue using Trackit , but if you want longer cables make sure the Thunderbolt cables have chips and hopefully your system support it as well on your USB ports.
I think there might be a misunderstanding of my intentions. I have no intention of using aftermarket cables as a permanent solution. I have already requested a new official cable from Revopoint customer service.
During the troubleshooting process, some suggested the issue was solely with the motherboard or USB power output. However, in my case, the original bundled cable and the newly purchased official cable showed completely different behaviors. This led me to focus on cable defects rather than the PC itself—especially since I had already exhausted all software and power-setting solutions.
Furthermore, it took 20 days for my newly ordered official cable to even ship, and 24 days to arrive. I simply could not afford to wait another 24 days for a single troubleshooting step while my work was already severely delayed. That is exactly why I sought information on aftermarket cables—to quickly verify the cause of the problem.
I give you 99% chance that the next cable set will not work on your system , because that are not the cable issue , I go through this issue already. The long cable have chips and are power hungry , on my PC only one port provide enough power to support that cables/device one from 6 ports that according to the manufacturer are working correctly, and yes they do as long I use Thunderbolt cable at max 6 m.
There was completely no need to replace your unit and waste so much money on shipping and taxes of new unit . 100% guarantee it is your system issue, and it will happen again . Don’t be surprised.
You should start with a powered USB 3.2 C hub and that could solve your issues if your system can handle it .
If a computer manufacturer don’t have answer for that problem , who else will. There is not straight solution yet.
I give a guidance and the team is looking deep into this issue.
Thank you for your firm advice. However, if this is strictly a power supply issue from the motherboard, I have two main questions based on my experience:
First, I had been using the device perfectly for over two months before this problem occurred. During that time, it worked flawlessly on every USB-C port on my PC. It is difficult to understand why a PC that consistently provided enough power would suddenly stop doing so across all ports simultaneously.
Second, as I mentioned before, I now have two official cables (the original bundled one and a brand-new one I purchased). If the issue were solely the PC’s power output, both cables should exhibit the same symptoms. However, their behaviors are completely different: the original one connects and disconnects repeatedly, while the new one shows no reaction at all. How would you explain this inconsistency if the cables themselves aren’t part of the problem?
That being said, I value your guidance. To rule out any power-related variables, I am preparing a powered USB hub and a different PC (which is known to handle the Trackit without issues before).
I will conduct further experiments with my two existing official cables while waiting for the new replacement set to arrive. I will update the community with the results soon.
PC USB are not made to support that kind of power and over time they just stop doing it , even the manufacturer can’t answer that question and why over sudden it stop working but it do , my new laptop had 6 ports and only one left working and others do not recognize even the scanner and worked perfectly .
Changing cable sometimes trick the system and reconnect without issue but without guarantee that he will keep connecting over and over again without any future issues .
The ports wear off quickly , the USB C that supposedly should be superior is wearing off faster than USB A .
Like my phone after 12 months that can’t charge fast anymore but after changing the cable it charge fast again .
I can’t diagnose your PC system from a forum , neither it is my job to do it , but I just can give you some suggestions and tip on a very old issue that bothers once or two customers from time to time with their USB ports, that are not really related to the device itself .
The cables was tested before shipping because I checked on your issue with the CS to make sure you get the right stuff .
The ports wear off overtime , different manufacturing. I must say that the thunderbolt cables working the best with all my scanners but over time they do also lose the connection . So I invested in a powered USB C hub , to keep the cables connected without removing them in and out to safe on my last working correctly USB C port .
The only way to prove the cables are bad I’d using it with another laptop or computer to be 100% sure . As in my own case , my PC do not responses to the cables yet I can still use it fine on my laptop .
You need to figure it out and give peace to this issue . I remember how it drives me crazy for a while.
