Sandbox

Q & A: Installation and Activation[edit]


General Questions[edit]

For more information on licensing of Motive, refer to the Licensing FAQs from the OptiTrack website:

For more questions, contact our Support:

Troubleshooting: Licensing[edit]

› Q : License Not Found

A:

  • Use the license check tool to check the valid date of the license. Make sure the license can be used for the version of Motive you are trying to activate. Any licenses that were expired prior to the release date cannot be used to activate newer versions of Motive.
  • First of all, if you haven't already done so, make sure you have activated the software license. If you have successfully activated the license, there should be a license file (DAT) placed under the license folder directory C:\ProgramData\OptiTrack\License
  • Then, check to make sure the matching USB Hardware Key is plugged into the computer. You may want to open up the Windows Device Manager and check to make sure OptiTrack Hardware Key is listed under the NaturalPoint Devices category, as shown in the below image. The hardware key with matching serial number must be successfully detected in order to use Motive.
  • If Motive still doesn't open up even with the license file and the hardware key set up properly, try deleting the existing license file and reactivating using the license information and the serial number on the hardware key.

› Q : OptiTrack USB Hardware Key is not detected by the device manager.

A:

  • If OptiTrack Hardware Key is detected as an Unknown device, it means that the required USB is not installed properly. During the initial software installation, Motive prompts users to install the USB driver if it is not already on the machine. If the installation was interrupted in any way, it is possible that the driver might have been incorrectly set up. Try removing both Motive and OptiTrack USB Driver x64 from the controlled panel. Then, reinstall Motive and make sure it successfully goes through the USB driver installation process.
  • Unplug the Hardware Key and try plugging it into a different USB port.


Q & A: Cabling and Wiring[edit]


General Questions[edit]

› Q : Which camera models can be used together in the same system?

A: OptiTrack camera models can be categorized by their connector cable types: USB and Ethernet. Generally, cameras sharing the same cable type and sync mode can operate together within the same system, with the Flex 13 being the only exception. Flex 13 models have a different timing mechanism compared to other USB camera models. Therefore, they are not cross compatible with other USB cameras. Below are some considerations that should be made when incorporating different camera models simultaneously.

USB Cameras

  • Flex 13 cameras can only operate with other Flex 13 cameras.
  • Flex 3, Slim 3U, and V100 cameras can operate together, but when V100:R1 or Slim 3U cameras are introduced into the system, all cameras must be synchronized using Wired Sync, rather than OptiSync.

Ethernet Cameras

  • Slim 13E, S250e, and Prime series cameras utilize Ethernet cables for their connections, and they can be used together in the same system.
  • Prime Series and S250e cameras can operate together in mixed camera environments. The frame rate for the camera group will be limited to that of the camera with the lowest FPS.
CameraCompatibility 20.png


Troubleshooting[edit]

› Q : [USB Cameras] Cameras are dropping from Motive.

A: If you see dropping of cameras from Motive, it is likely happening due to a bad connection. If this is happening, check the following:

  • USB cable condition: First of all, confirm the cable condition. Faulty cables may result in frequent disconnections which may result in cameras dropping in Motive. Thus, all USB cables should be in a good condition. To confirm the connection, make sure the LED indicator on each connection port is illuminating on the OptiHub.
  • USB cable length: Next thing to check is the cable length. Cameras may drop connections if the USB cable length limitations are not respected. USB 2.0 cables should not exceed 5m in length. Also, if you are using a 5m USB 2.0 A-B cables to connect the OptiHub to the Host PC, connect it directly to the motherboard because the connection between a USB module to the main board may introduce extra length.
  • USB extension: If you are using active USB extensions, make sure they are properly used. Incorrect use of USB extensions may result in connection issues. USB extensions should be used only between the OptiHub(s) and the host PC; Extensions should not be used to extend the camera-to-hub connection. Also, no more than one extension should be used per each hub and no more than two extensions should be used.
  • USB 2.0/3.0: Using USB 3.0 ports may cause connection problems because USB 3.0 specs have different restrictions. Use USB 2.0 ports if available. If there are only USB 3.0 ports to use, you can disable USB 3.0 from the system BIOS.

› Q : [Ethernet Cameras] Prime series, or Slim13E, cameras dropping 2D frames.

A: 2D frame drops are logged under the Status Log and it can also be seen in the Devices pane. It will be indicated with a warning sign (Error.png) next to the corresponding camera. You may see a few frame drops when booting up the system or when switching between Live and Edit modes; however, this should occur only momentarily. If the system continues to drop 2D frames, it means there is a problem with receiving the camera data. In many cases, this occurs due to networking problems.

To narrow down the issue, you would want to disable the real-time reconstruction and check if the frames are still dropping. If it stops, the problem is associated with either software configurations or CPU processing. If it continues to drop, then the problem could be narrowed down to the network configuration, which may be resolved by doing the following:

  • Disable any firewall or anti-virus software on the host PC. Often, these software interferes with the camera network and cause frame drops.
  • Use a dedicated network interface controller (NIC) card for uplinking the camera system to the host PC. Ethernet adapters on common motherboards are not well suited for receiving camera data.
  • Update network cade driver to up-to-date.
  • If you have an eSync in the system, connect it to the aggregator switch. It will provide more stable synchronization between the cameras.

› Q : [Ethernet cameras] Cameras not detected at all.

A: If you have all of the cameras connected as instructed and cameras are still not showing up in Motive. Run ipconfig on command window and check if an IPv4 IP is assigned to the network adapter that connects to the camera switch. If no IP is assigned, check the following:

  • Disable any firewall or anti-virus software and check again to see if it resolves. Often, these software blocks the camera network.
  • Update the network card driver.
  • Make sure nothing is misconfigured on the network switches. Some switches have its own traffic control tools that might interfere with how the camera data and the sync signals are transmitted.
  • If the cameras are still not detected, contact tech support. When doing so, launch Motive and take a note of the behavior of how the back LED lights on the cameras are flashing. This would be helpful when troubleshooting the issue.