EyeX Engine crashed after installation

[Shoichi Hasegawa]

I had a trouble to install Tobii.EyeX_1.5.2.105.exe to my PC (Toshiba dynabook R73/38MW windows 8.1).
After the successful message of the installer, an dialog box appears and says “The Tobii EyeX Engine crashed with the following exception: Could not collect system information :見つかりませんでした”.
The last word is Japanese of “could not find”.
I found a person reporting same problem to Japanese BBS, but no one seems to know how to fix it.
Could you look into this problem ?

[Konstantin [Tobii]]

Hi,
we’re looking ino your case, but we need some further information, could you please check in your registry if the registry key: ‘HKEY_LOCAL_MACHINE\SOFTWARE\\Tobii\\TobiiUpdater’

/konstantin

[Shoichi Hasegawa]

Thank you for quick reply.

My PC do not have ‘HKEY_LOCAL_MACHINE\SOFTWARE\\Tobii\\TobiiUpdater’
Instead, there is a key ‘HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Tobii\TobiiUpdater’
Under this key, there are several keys and values such as
EyeXConfig, EyeXInteraction,..,TobiiService.

I exported this section of the registry and remove \Wow6432Node and import it.
Now, the software seems to work well. I don’t have Tobii eyeX on hand now and I’ll test tomorrow.

Thank you for the information.

Shoichi

[Shoichi Hasegawa]

I confirmed with toby eyeX and it works well.
Thank you for your quick support.

Shoichi

[Tatsunori Miyamoto]

Hello,

I have the same problem as Shoichi and I’m using Toshiba dynabook R93 windows 8.1.
I tried the same solution(change the registry) but it didn’t work for mine.
An dialog box appears and says “Object reference not set to an instance of an object.”.
Could you look into my problem?
Also, is there any method of installing? e.x. I should need to install VC2012 before install Tobii or something like that.

Thank you

[Robert Blenkinsopp]

I appear to be getting this crash as well but the above steps don’t appear to be working for me, is there something else I can try?

[Grant [Tobii]]

Hi @rblenkinsopp, Can you please confirm that you are installing the latest version of the EyeX software and that you are running the setup guide as administrator?

A screenshot of the error you are facing would be good as well. Thanks.

[Marcelo]

Hello, I have the exact same problem as Robert above.
I moved the registry but now I am getting the “Object reference not set to an instance of an object.” error.

I have installed the current 2.1.1.293 version as administrator. Is there anything I can do to fix this problem?

[Grant [Tobii]]

Hi @smarcelo, I would recommend you try a completely clean install.

Uninstall the Tobii EyeX Software, then remove the following registry keys:

HKEY_CURRENT_USER — SOFTWARE — Tobii
HKEY_LOCAL_MACHINE —- SOFTWARE —- WOW6432Node —- Tobii

Reboot, reinstall and let me know if the issue persists.

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