faceAPI

 

Technical Support FAQ

Email technical support for faceAPI is only available to development licensees.
  1. I am seeing an error while trying to execute my code.
  2. I see the error “ippm-5.3.dll not found”?
  3. The FaceTrackingAPI / HeadTrackingDemo will not install correctly.
  4. I have read the entire technical support FAQ and my problem remains unsolved.
1. I am seeing an error while trying to execute my code.

Check the following:

  • Is your license valid? For development (commercial) license holders:
    • Check you have your faceAPI license USB dongle plugged in.
    • Do you have the time-trial (black) or perpetual version (green)?
    • If your dongle is black, is your time-trial expired?
    • Is the USB dongle correctly installed? Check using the system Device Manager.
  • Can you compile and run any of the test applications?
  • Have you observed the logfile output for warnings and errors? See: sm_api_logging.h
  • Have you checked that you are copying the entire contents of the FaceTrackingAPI\Bin folder (and sub-folders) into your application’s folder?
2. I see the error “ippm-5.3.dll not found” what do I do?
  • The problem is due to the Intel IPP runtime installer not being correctly triggered by an install condition. Specifically, the installer looks for the existence of the file ippcore-5.3.dll, version 5.3.85 and installs IPP if this is missing or the version is less than this value. It seems that ippcore-5.3.dll may already exist on some systems due to an partial IPP installation from another product. The workaround is to manually delete the file ippcore-5.3.dll from the C:\Windows\System32 folder and then re-run the HeadTrackingDemo or FaceTrackingAPI installer. This will be fixed in a later release.
3. The FaceTrackingAPI / HeadTrackingDemo will not install correctly.
  • I see an error when installing the HASP runtime pre-requisite (development versions only).
    • Download and execute HASPUserSetup.exe in the “Support” folder from your online account at sm.sharefile.com, and run it to manually install the latest Alladin HASP drivers, before installing the faceAPI.
  • I see some other installer related error.
    • Please send us an installer logfile so we can fix it.
    • Run the appropriate setup program from a command-prompt with the argument /V”/l*vx install.log
      • e.g. setup_HeadTrackingDemo-V6.0.2.exe /V”/l*vx install.log
    • Note that in the line above, there is no space after /V and no trailing “
    • Attach the install.log file to an email back to us by, submitting a faceAPI technical support request.
4. I have read the entire technical support FAQ and my problem remains unsolved.
  • If you have a development license or a valid development-license time-trial, then please click here for the instructions on how to submit a technical support request.