Hi @chouweizhong, okay thank you for trying. This is certainly a very unusual issue which implies that there is likely
some internal issue with your eye tracker and therefore necessitates a remote session and log collecting to diagnose, repair and possibly exchange the device if needs be.
To that end, could you kindly get in touch with Tobii Tech Support directly @ https://help.tobii.com/hc/en-us/requests/new
Thereafter they should be able to arrange a suitable time with you to connect with your system. My apologies for the inconvenience caused by this technical issue.