EyeX is disconnecting in calibration

[Barel A]

Hey, when i’m calibrating the EyeX the device is disconnecting in the second stage (the orange dot)

This is the log:

=======================================
 Application start date:    07/11/2014 
 Application start time:    09:11:29 
 Product version:           1.0.0 
 Package type:              OEM 
=======================================

09:11:29	INFO	Start Tobii Configuration Application.
09:11:29	INFO	Context_1.TransportLayerConnecting...
09:11:29	INFO	TetConfig: DisplayDevices::GetDisplayDeviceName(173) Message=No displayDeviceName found for index 1
09:11:29	INFO	TetConfig: DisplayDevices::GetMonitorDeviceName(206) Message=No Monitor Device Name found for display name \\.\DISPLAY1 and index 1
09:11:29	INFO	TetConfig: DisplayDevices::GetDisplayDeviceName(173) Message=No displayDeviceName found for index 1
09:11:29	INFO	ResolveConfigurationFlow: Run
09:11:29	INFO	CalibrationFlow: Run
09:11:35	INFO	CalibrationFlow: Run
09:11:35	INFO	Flow navigator: step - Tobii.EyeTracking.Common.Calibration.ViewModels.EyesPositioningViewModel, index - 0 activated
09:11:35	INFO	EyesPositioningViewModel: Activate
09:11:35	INFO	EyesPositioningViewModel: Start
09:11:35	INFO	EyesPositioningViewModel: Start
09:11:35	INFO	EyesPositioningViewModel: Stop
09:11:36	INFO	EyesPositioningViewModel: Started
09:11:53	INFO	EyesPositioningViewModel: Stop
09:11:54	INFO	EyesPositioningViewModel: Deactivate
09:11:54	INFO	Flow navigator: step - Tobii.EyeTracking.Common.Calibration.ViewModels.CalibrationProcessViewModel, index - 1 activated
09:11:54	INFO	CalibrationProcessViewModel: start calibration
09:11:54	INFO	CalibrationProcess: StartCalibrationProcessLoop calibration
09:11:58	INFO	CalibrationProcess: Failed calibration with exceptionTobii.Gaze.Core.EyeTrackerException: Operation timed out. (error code Timeout).
   in-  Tobii.EyeTracking.Common.EyeTrackerConnection.EyeTrackerEtcc.StartCalibration()
   in-  Tobii.EyeTracking.Common.Calibration.CalibrationProcess.ConnectAndStartCalibration(Uri eyeTrackerUrl)
   in-  Tobii.EyeTracking.Common.Calibration.CalibrationProcess.CalibrationProcessLoop(Uri eyeTrackerUrl, Point2D[] calibrationPoints, CancellationToken cancellationToken, Boolean recalibrate)
09:11:58	INFO	CalibrationProcessViewModel: calibration process completed, result - ConnectionError
09:11:58	INFO	CalibrationProcessViewModel: stop calibration process.
09:11:58	INFO	CalibrationProcess: Stop
09:11:58	INFO	CalibrationViewModel: StopCalibration
09:11:58	INFO	EyesPositioningViewModel: Stop
09:11:58	INFO	CalibrationProcessViewModel: stop
09:11:58	INFO	CalibrationProcessViewModel: stop calibration process skipped as no calibration process is active.
09:11:58	ERROR	CalibrationFlow: Error code from calibration: ConnectionError
09:11:58	ERROR	CalibrationFlow: Calibration completed with error The calibration could not be performed. Please check that your eye tracker is plugged in and retry. 
If the problem persists, contact support for assistance.
09:12:11	INFO	ResolveConfigurationFlow: Done

I saw some threads in forum about this problem, a user named “Robert” said that is a problem with some screen sharing programs so i tried to delete TeamViewer and no change, still the same log.

[Konstantin [Tobii]]

Hi there,
could you please send a quick email to our support: http://www.tobii.com/eyex-support
I’ll be able to give you a debug tool which will give us some further log-files, so we can figure the exact cause!

Thanks!

/Konstantin

[Jacob Boyle]

I’m having the exact same issue. Did you ever resolve this?

[Konstantin [Tobii]]

Hi Jacob,
still having troubles?
The issue above is actually more an individual problem, so depending on the pc and basically the inside.
Could you describe your problem a bit more detailed?

/Konstantin

[Tommy Wong]

I am facing this particular issue as well after updating

[Tetiana Klimonova]

Hi Tommy,
I also had the same issue before, “Calibration Error” popup appeared.
Try to plug in Eye tracker one more time, and restart Tobii Service from Task Manager.

[Jacob Ringbo]

I am also having this exact issue. As soon as the calibration with the dots starts, the device disconnects. I have tried restarting the Tobii service and replugging the device but nothing seems to help. Also nothing helpfull in the error log…

[Konstantin [Tobii]]

Hi,
could you please try to update your USB 3.0 controller drivers?
That’s usually the reason, causing connection issues.

More information in our FAQ , article: Manually update the USB 3.0 controller driver

Cheers,
Konstantin

[Author]

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