no, the support doesnt help. I have the same issue like users above. The initializing process never stops. I had created a system log and some screenshot from the guts of my system and sent it to tobii via support site. No answer. Than I used the reg.mail and send it back to tobii with the same information. I was lucky to get at least a automatic response. Maybe the sentry is a cool and good product. The delivery process was very cool. The support is a shame. I still waiting for an answer but in the meantime already bought an edtracker. I guess that the edtracker will be arrived and my questions about sentry are still waiting for repsonse. So this promising tool will end in the dark corner where are all these old platines, mouses, cables as the debris of the past are.