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Predator Z271 (27 inch Eye Tracking Curved 1800R with G-Sync, HDMI, DP, USB 3.0 Hub, Acer EcoDispla

Finchy70Finchy70 Posts: 4Member New User
Bought this through Amazon in April.  Ever since I've had it the eyetracker does not work properly.  It SOMETIMES starts, logs in with Windows Hello then turns off and shows as not connected in task bar. Either that or it says couldn't start the camera. I am running Windows 10 Pro with all updates as of 28/11/2018.
I have submitted support request to Amazon and Acer with no meaningful response.  Last time I was told a Win 10 update had broken the Tobii Eytracker and a new driver release would fix it.  I downloaded a new driver today when prompted by the Tobii notification in my taskbar and now the eyetracker never works.  All drivers show as installed and I've uninstalled and reinstalled on a number of occasions.  I have even spent £35 on a new high quality USB cable in case that was the issue.  This is unacceptable in a £500 monitor and I'm now feeling let down.  I have been patient and waited for updated software as advised but still it does not work.  This is one of the reasons I picked this monitor (the other being G-Sync support).  Also the monitor has started to flicker intermittently flickering to a light colour then back to normal again. I have it connected to a GTX 1070 with a quality DisplayPort cable.  This is the first Acer monitor I have purchased and feel let down by the quality and the poor support.  Please help.

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  • Dick1970Dick1970 Posts: 3Member New User
    edited January 5
    I too bought this screen for the eyetracking and g-sync in may 2018. The eyetracking was working properly for the first 4-5 weeks and then the problems started. Sometimes working, sometimes not or just turning on and off again for a while. Contacted tobii support and they gave me a cleaning tool to get rid of any leftover files and reg entry's in order to do a clean install. They also said that if it didn't help the product was faulty and had to be returned to the vendor. Didn't help so the screen went back to the store I bought it and they send it to Acer for repairs. Acer did not find anything wrong so they send it back. Since I was wondering if it was windows 10 that was the issue I installed windows 7 again. Still not working..... I really feel cheated, there is to much time passed since the purchase and all the 'support' that was given that I can not send it back anymore. This clearly is a faulty product.... And I also bought a high grade cable to see if that was the issue.
  • KaneHobdayKaneHobday Posts: 7Member

    Tinkerer

    Same exact issues as both of you, definitely a faulty product. No one from Acer or Tobii acknowledge the issue which is unacceptable.
  • KaneHobdayKaneHobday Posts: 7Member

    Tinkerer

    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.
  • Acer-MannyAcer-Manny Posts: 1,973Acer Crew Acer Crew

    I'm sorry to hear that you're having issues with your Acer monitor.  

    Finchy70 - Can you please specify where did you submit a ticket? What the case number, can you please send it via PM? 
    https://www.acer.com/ac/en/GB/content/service-contact

    Dick1970 - Can you please send me a PM with the S/N of your unit so I can look into this for you?

    https://www.acer.com/ac/nl/NL/content/service-contact

    KaneHobday - Have you contacted Acer support or send it to our service center for assistance? 

    Thanks in advance,
    Acer-Manny 
  • KaneHobdayKaneHobday Posts: 7Member

    Tinkerer

    I'm sorry to hear that you're having issues with your Acer monitor.  

    Finchy70 - Can you please specify where did you submit a ticket? What the case number, can you please send it via PM? 
    https://www.acer.com/ac/en/GB/content/service-contact

    Dick1970 - Can you please send me a PM with the S/N of your unit so I can look into this for you?

    https://www.acer.com/ac/nl/NL/content/service-contact

    KaneHobday - Have you contacted Acer support or send it to our service center for assistance? 

    Thanks in advance,
    Acer-Manny 

    Hi Manny,

    I have only contacted Tobii support thus far who guided me through how to completely uninstall (removing registry files etc) and reinstall which solved the issue for about a day but then stopped working again.

  • KaneHobdayKaneHobday Posts: 7Member

    Tinkerer

    any updates?
  • KaneHobdayKaneHobday Posts: 7Member

    Tinkerer

    SCAM ARTISTS! KNOWINGLY SELLING FAULTY MONITORS AND NO RECALL
  • DamianMcCleanDamianMcClean Posts: 1Member New User
    I have this issue. Tobi tracker no longer powers on. It worked for maybe a month? full year never functioned. Vendor no longer sells product. Cant believe this is a known issue with no one addressing it. Will be reported to trading standards.
  • plazingplazing Posts: 1Member New User
    Also having same issue, only working for few weeks and now it doesn't detect in Tobii software.

    I can see Eyechip & Tobii Eye Tracker HID in device manager but it doesn't even light up. Tried uninstalling the software and reinstall, stop/restart the service and connect the usb, etc.

    Now I just don't bother with it.
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