Home › Forums › Feature Requests › Support for >24inch monitors
Tagged: setup beatshot, USB3.0
- This topic has 34 replies, 2 voices, and was last updated 1 year, 2 months ago by Grant [Tobii].
- 09/11/2014 at 23:19 #1993MichielParticipant
I noticed that the EyeX dev kit specs say it only supports monitors up to 24 inches. Is this a hardware limitation, or might we be lucky enough to see a software/firmware upgrade at some point to change this?
I’m using a 27″ monitor. The eye tracking seems to mostly work fine, except around the edges.10/11/2014 at 10:53 #1999Mattias [Tobii]Participant
The maximum supported screen size depends both on firmware/software and on hardware (and actually also on the individual in front of the eye tracker, some works with larger screens than others).
This means that you may very well get lucky as time goeas, if you sit on a 27″ screen, as we are actively pushing our algorithms, and this specific area is something we really have the ambition to improve. But no promises…11/11/2014 at 20:36 #2002MichielParticipant
Thank you for your explanation, that makes sense!
Is there anything I can do as a user to improve the tracking accuracy on the edges of my monitor?30/11/2016 at 00:53 #5989AnonymousInactive
When I turn on my Eye X, it says there is a connection problem. I do have the proper usb 3.0. When I open the Beatshot file it just plays like a demo and I can click to get it started, but cannot play the game. I have to turn off my computer to shut it off. I am not sure what is wrong, because I have everything on the list. Please let me know what is wrong. I was able to set up the Tobii Eye x to my eyes and them it dosen’t come on when I open Beatshot.30/11/2016 at 18:52 #5993
Hi Barbara, It would be good to get a more complete listing of your hardware specifications, specifically the USB3 Chipset you are using. In addition, can you clarify if the rest of the Tobii SW works fine and it’s just the Beatshot that gives you problems? How about SDK samples? Thanks for the details.06/01/2017 at 16:31 #6177
i have trouble with my EyeX. when connecting tracker it shows message box – “USB connection problem. we are sorry but the eye tracker seems to have difficulties communicating with this USB3.0 port. Make sure that device is properly connected. if the problem persists, please see our FAQ or contact support.”
i see couple USB 3.0 controllers in Device manager. Intel(R) USB 3.0 eXtensible Host Controller,Intel(R) USB 3.0 Root Hub, ASMedia USB3.0 eXetnsible Host controller and another two USB 3.0 Hub, which has no name. all drivers are up to date. i even reinstalled them. i can see device in Device manager.
Connecting to all of those controllers it shows same message and is trying to reset the device continuously.. making sound each time of reseting, until i plug out the tracker.
i tried to install old version of Eyex software but result still same. i did see on your page that is not supporting ASMedia controller, but just a month ago i was able to connect to any usb 3.0 port and was working perfectly.
none of samples are working as device can’t be connected.
Currently is running on windows 7, and there are other people who is experiencing same problem on Windows 10.
Any help available currently?
Arthur07/01/2017 at 19:02 #6182
Hi Arthur @ar2r, Sorry to hear about your issues. The first thing to diagnose is if there is indeed a problem with the EyeX itself or whether the problems do indeed stem from the ASMedia Chipset, which as you pointed out does indeed cause many problems with the Tobii EyeX Tracker. Is there some chance to test the tracker on another system?
Assuming the eye tracker is working properly, I am afraid that the solution lies with the motherboard manufacturer. In any event, it might be worth upgrading the BIOS and USB3 Chipset drivers so see if this helps.07/01/2017 at 19:52 #6184
I checked on on other system Windows 10, which has Intel eXtensible USB 3.0 controller. it behaving kind of same.
So, once i installed Tobii software it asking to setup tracker. Red light on the tracker getting on. but once it try to find my eyes – error message appears –
“Oops. No connection found. No worries, it’s probably a simple fix. Contact our support and let us help you get connected.”
and when this message is closed then another message box, same as in my first message – “USB connection problem. we are sorry but the …..”07/01/2017 at 20:18 #6185
when Tobii service is restarted – those error messages appears in event viewer –
2017-01-07 19:14:19,588  ERROR Tobii.Service.TobiiService [(null)] – EyeX Service: [StartProcess] EyeX Interaction Hub: Failed to launch process C:\Program Files (x86)\Tobii\Tobii EyeX Interaction\Tobii.EyeX.Interaction.Hub.exe –hidden on session 1.
2017-01-07 19:14:25,613  ERROR Tobii.Service.TobiiService [(null)] – EyeX Service: [LaunchProcessAsActiveLoggedOnUser] Failed to launch server process 0. CreateProcessAsUser failed with error code 2.
Last message is constantly created till tracker is unplugged.10/01/2017 at 19:38 #6197
Any help or news with this issue?
Arthur10/01/2017 at 20:41 #6198
Hi Arthur @ar2r, sorry for the delay. I checked with the support staff. It might be that there is an internal issue with the tracker. However, as we cannot gather diagnostics directly (Due to lack of connection) I wonder if there is perhaps some Antivirus software or Firewall software running that may be blocking the correct connection. Could you kindly check this and disable any such software? This may also be a trivial suggestion, but are you certain to be installing and using the software with an administrator level account?10/01/2017 at 20:47 #6199
Also, did you check about your motherboard BIOS updates and USB3 Chipset Drivers are the latest?10/01/2017 at 21:05 #6201
i checked drivers before post question here. all drivers are up to date, i explicitly downloaded them and installed.
No, no anti virus software does not blocks tracker. i even reverted my system to the point where tracker was working correctly..
software is installed/used as administrator.
below are events recorded when PC started –
2017-01-10 18:34:41,175  DEBUG Tobii.EyeX.Common.Statistics.StatisticsLogger [(null)] – Creating statistics object.
2017-01-10 18:34:41,197  DEBUG Tobii.EyeX.Common.Statistics.StatisticsLogger [(null)] – Verifying ConfigurationCore and application information.
2017-01-10 18:34:41,200  DEBUG Tobii.EyeX.Common.Statistics.StatisticsLogger [(null)] – Creating objects.
2017-01-10 18:34:41,485  DEBUG Tobii.EyeX.Common.Statistics.StatisticsLogger [(null)] – Statistics constructor complete.
2017-01-10 18:34:41,561  WARN Tobii.EyeX.Common.Statistics.StatisticsLogger [(null)] – Unable to record entry ‘app.startup.begin’. Reason: Illegal Level parameter. Must be set and not be ALL or NONE
2017-01-10 18:34:41,562  INFO Tobii.Service.TobiiService [(null)] – SetServiceStatus returned ok
2017-01-10 18:34:41,564  INFO Tobii.Service.TobiiService [(null)] – Tobii Service started
Service started successfully.
then another 10-15 messages and last one is:
2017-01-10 18:34:46,335  INFO Tobii.Service.TobiiService [(null)] – EyeX Service: EyeX Engine[MakeStartAttemptIgnoringBan] Process is running – Aborting…
after this message no other events.12/01/2017 at 17:51 #6213PJParticipant
2017-01-12 09:29:59,834  WARN Tobii.EyeX.Common.Statistics.StatisticsLogger [(null)] – Unable to record entry ‘streamengine.usages.client.disconnected’. Reason: Illegal Level parameter. Must be set and not be ALL or NONE
On 3 different devices, I get the same problem. Right now, our public facing demonstrations using Tobii EyeX all are broken. I cannot connect to this device in any method. Is this a software or hardware problem? It appears that many are having this issue.14/01/2017 at 21:02 #6227
Any updates on this issue?
what options do i have?
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