Hi @pmrowley, okay thanks for the additional information. Given the serious nature of your problem and the tracker now non-functional, I would advise reaching out to Tobii Tech Support directly who should be able to arrange a remote session and possibly fix the device remotely or arrange a replacement as necessary.
You can raise a ticket @ https://help.tobii.com/hc/en-us/requests/new
Apologies for the issues you faced, hopefully we can try to resolve it soon. Thanks for your patience.