Troubleshooting


Problem: PixelPusher does not appear to be working

You may have started one of the sample applications, e.g., EyeTalkTrakNET.exe that ships with the product, or a custom application that you wrote. You receive the message: "Unable to start the program. Check to be sure that PixelPusher® is turned on and that the USB cable is connected."

Note that you may get this message even if the power supply button is lit green.

Resolution:

  • First, verify that the PixelPusher® device appears in the Windows Device Manager. You should be able to go into Device Manager and, depending on whether you are running a 32-bit or 64-bit operating system, find "PixelPusher(R) PIXPUSH.INF (x86) - 1005" or "PixelPusher(R) PIXPUSH.INF (x64) - 1005" listed under the “Sound, video and game controllers” hive. If PixelPusher® does not appear there, go to the next step.

  • Make sure the USB cable is connected to the host PC as well as the back of PixelPusher®. If you press the on/off button in and it lights green, this confirms that the USB cable is connected to a PC. However, you may have connected it to the wrong PC by mistake. It needs to be connected to the same PC that you installed the software to.

  • On the backside of the power supply, there is a small green LED that is lit when the power supply is plugged in to an active wall socket. Verify that this LED is lit when the power supply cord is plugged in. If not, there is no power to the supply, and hence no power to the PixelPusher® device. Check that the power cable from the wall is firmly inserted into the power supply. Check any connected power strips at your facility to determine that they are turned on. Verify the wall socket has power to it by plugging in another device that you can confirm works, e.g., a lamp or hair dryer.

  • Make sure the power supply connector is seated securely in the female power connector located on the back of PixelPusher®.

  • Assuming the above steps have not resolved the problem, check the Windows Device Manager again. If it is still not listed there, check to see if an “Unknown Device” shows up somewhere in the Device Manager. If so, check to be sure this is PixelPusher®. You can do this by pushing the on/off button on the hardware to the off position. This should remove the "Unknown Device" from Device Manager. In this case, you need to re-install the PixelPusher® driver below.

Problem: How do I re-install the PixelPusher® Driver?
  • Sometimes, simply re-booting your computer may be sufficient to re-install the PixelPusher® driver, particularly if you are running Windows 7 or 8. Consult the Quick Installation instructions that came with the device to find out how to access Device Manager for your specific Windows operating system.

  • Once in Device Manager, click on “Unknown Device”, and select “Scan for hardware changes” if that option is available; if not, select “Update Driver Software,” which may require you to have the installation CD in your CD/DVD drive. Alternatively, you can select “Uninstall” and if running Windows 7 or 8, it should re-install the driver automatically.