Note: This article provides troubleshooting steps for hand tracking issues with ROLI Airwave
Issue: Hands are not detected after shutting down or rebooting your computer with both Airwave and ROLI Piano (or Piano M) connected via magnetic connectors, and the Airwave power supply connected. When the computer restarts and you log in, the Piano will appear as a connected device and the LED on the Airwave will light up, but the hands will not appear. In this scenario, the camera does not seem to start.
To confirm the issue:
1. Open ROLI Airwave Control (RAC), click the top-left icon, and select Show System Info.
You will see the following information:
{ "AirwaveServiceBuildID": "20251003125137-c71f8f6e", "AirwaveServiceVersion": "1.0.0", "CameraConnected": "No", "ConnectionEstablished": true, "CurrentTrackingFPS": "0.00", "DeviceAttachmentState": "Not found", "ServerIsRunning": true, "ServerStartMode": "On Demand", "Type": "System Status"}
2. Head over to System Report -> Hardware -> USB and you should see that "Tracking Camera" is missing.
Troubleshooting steps:
Simply unplug and reconnect the Airwave from the power supply. The camera will appear as connected and hand tracking will resume.
If you need further assistance, please don’t hesitate to contact our Support Team for help.