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Grant [Tobii]

Hi @airmuze, sorry to hear the steps did not work for you. Unfortunately, whilst we do endeavour to ensure installation and setup of Tobii software is as simple as possible, there will still be occasions when a users computer has some unusual configuration or previous issues/bugs unrelated to the installer that causes issues.

Fixing such issues does indeed necessitate a degree of IT knowledge much as with any other process when things go wrong. As you have discovered in installing on another laptop, things can work perfectly well if the computer’s system itself is well configured. And indeed the vast majority of our users are able to use our products, but as each computer system is different it is impossible to guarantee there will not be problems.

What you may try is to reach out directly to Tobii Tech Support @ https://help.tobii.com/hc/en-us/requests/new who may be able to arrange a remote session with you and go perhaps diagnose the problem with installation.

, it is rather strange your windows version is reported as Windows v6.1 (Build 7600: Service Pack 0) which if you are running Windows 10, should definitely not be the case. Yes installing Windows again is a major pain, but with so many issues arising from ‘upgrading’ rather than a clean install, this may unfortunately be your best bet to resolve the problem.