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I ran into similar problems as other posters and found a simple workaround. If, after connecting the eye tracker and waiting for the firmware update screen to go away, I sleep my computer, then wake it, it works (consistently).
Before finding this, I updated my USB 3.0 drivers, tried a powered USB 3.0 hub, but nothing worked. I’m using a laptop so adding a new card was not an option. Note that my laptop is a few years old and must have a pretty early USB 3.0 port, because it is not blue (although it does say SS).
Also, when I plugged it into a newer computer, it worked right away (after the firmware update screen), and since then it has worked normally on my first computer. Also notable that now my “remove hardware safely” pop up correctly identifies the device. Before it gave some generic name.