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. When I run HeadTrackingDemo 6.X or a program that uses faceAPI 3.X, I see an error “No DLL found in the waterfall procedure” or similar.
  4. The FaceTrackingAPI / HeadTrackingDemo will not install correctly.
  5. 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. When I run HeadTrackingDemo 6.X or a program that uses faceAPI 3.X, I see an error “No DLL found in the waterfall procedure” or similar.
  • Some CPU types released since IPP 5.3.4 are not recognized by the IPP runtime installer. Consequently, the required IPP DLLs were not correctly installed on your system during the installation of HeadTrackingDemo or FaceTrackingAPI.
    • The solution is to run the IPP runtime installer manually from the command-line:
      • setup.exe /VCOMPONENT=”ALL”
    • This causes the runtime installer to ignore the CPU type.
    • The IPP 5.3.4 runtime installer is available under the faceAPI Redist folder.

 

4. 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.
5. 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.