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Z271T Tobii Eye Tracker Doesn't Connect

gigem2gigem2 Posts: 1Member New User
Tobii Eye Tracker:
When Windows 10 boots, the USB device connected sound plays and the eye tracker lights up. Within seconds, the red lights on the tracker turn off. The EyeChip stills show up in the list of connected devices. Multiple USB connect and disconnect sounds play after the login screen is displayed.
I've checked the driver as per this site. The driver is dated 6/21/2006. I cannot update the drive to any of the files in the Tobii Folder. Windows say the best driver is already installed. If I tell it I have a disk and select either C:\Program Files (x86)\Tobii\IS3 Driver\tobii_is3_device.inf or C:\Program Files (x86)\Tobii\HID\drivers\win10\TobiiHid.inf Windows says they are not compatible drivers. Make sure it is designed for x64-based systems.

Things I've tried:
USB 3.0 drivers verified.
Multiple USB cables.
Nothing plugged into the monitor's USB hub.
Monitor USB as the only item plugged in to a set of ports on the motherboard.
Keyboard and mouse plugged into 2.0 ports with the monitor as the only other device connected.

The eye tracker used to work more often than not. It has progressively gotten worse over the last two months. Now, the eye tracker appears in the device manager as Unknown USB Device (Device Descriptor Request Failed).

FAQ & Answers

  • SharanjiSharanji Posts: 3,902ACE Pathfinder
    gigem2 
    First, please make sure that your Eye Tracker software is up to date. You can download all the latest software on  https://tobiigaming.com/getstarted.
    If you're having connection issues, please ensure that if you're using an extension cable that you have an active extension cable or a powered USB 3.0 hub. Also, make sure that the eye tracker is properly connected to a USB port. Generally, the USB ports at the back of your PC tower provide more power than the ones in front.

    Please make sure that the USB Type A to B cable is properly connected to your monitor and computer. 
    If the eye tracker is still not connecting, make sure to try all of your USB ports. You can also try to unplug any other devices that are plugged into the same USB controller in order to give the eye tracker more power.
    Please check if there are any driver updates available for your USB Controller. Open the Driver tab for your USB Controller and check the driver date and the driver version. Then please check online if there are any new updates available for the USB Controller. 
    The driver should not be older than from 2014.

    If you don't manage to get the eye tracker going or no miracles happened, then please try contacting Tobii Eye Tracker support  contact us and they will help you out further. 

    Hit 'Like' if you find the answer helpful!   
    Click on 'Yes' if the comment answers your question!
  • AanjanAanjan Posts: 1Member New User
    I have the exact same issue - bought and tried a different USB A to B cable, but didn't make a difference. If I unplug and reconnect, it lights up for a seconds or so and disconnects.

    My EyeChip driver date is 6/21/2006, and I can't seem to update it either.
  • KaneHobdayKaneHobday Posts: 6Member

    Tinkerer

    Same issue here, hasn't connected for months now, is this blatant issue EVER going to be acknowledged by Acer or Tobii? All i see from either company is the same generic response and the problem has never been resolved. I paid good money for a monitor with a BIG feature that simply DOESN'T WORK.  
  • Dick1970Dick1970 Posts: 2Member New User
    Same here, waste of my hard earned money
  • KaneHobdayKaneHobday Posts: 6Member

    Tinkerer

    edited January 8
    Iv created another thread over at Tobii.

    https://developer.tobii.com/community/forums/topic/z271t-tobii-eye-tracker-doesnt-connect/

    Please go and comment as this issue needs traction.
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