Hi @matthewchen, okay thanks for the clarification. Given the nature of the hardware, the best approach would be to get in touch with Tobii Tech Support directly (if you have not already done so) whereupon they should be able to arrange a remote session and gather diagnostic data on the device and let you know the best way to proceed.
You can raise a ticket @ https://help.tobii.com/hc/en-us/requests/new
Best of luck resolving your issue.