Tobii 4c connected correctly?

[Darren Piercy]

Can you verify if my 4c is connected correctly?
As you can see the core & usb state Not available although I don’t seem to have any real issues in game but it bugs me to see this. Should I uninstall and try again to configure the software or is it normal to see this?

Many thanks

Hardware: To Be Filled By O.E.M., CPU: Intel(R) Core(TM) i9-7940X CPU @ 3.10GHz, RAM: 32GB
OS Version: Microsoft Windows [Version 10.0.17763.0] x64
Tobii Eye Tracking Core SW 2.13.4.7864
Eye tracker model IS4 Large Peripheral
Serial number IS404-100108312514
Firmware 2.27.0-4014648
Tobii Controller Core Not available
Tobii USB Service Not available
Tobii Controller Driver 2.0.4
Tobii Service 1.26.3.365
Tobii Engine 1.24.4.517
Tobii Config 4.10.4.325
Tobii Interaction 2.13.3.654
Tobii Face Authentication for Windows Hello 1.0.21.207
TOBII Video 2.0.2.0
Tobii Eye Tracker HID 1.9.862.0
Tobii Device 1.9.862.0
Tobii Overview 1.0.2.108
Tobii Intro 1.0.4.181

[Grant [Tobii]]

Hi @tygastrike and thanks for your query. Certainly a rather odd issue you have raised! First thing I would suggest is updating your Tobii Core SW to the latest 2.16.4 versions which includes several updates and bug fixes since your current 2.13.x branch

You can download this @ https://help.tobii.com/hc/en-us/articles/360021698634-Tobii-Eye-Tracking-Core-Software-2-16-4-Release-notes

I assume that you can indeed interface with the Tobii Core SW tray icon? ie change settings, launch calibration, etc?

Please let us know how the update goes. Best Wishes.

[Darren Piercy]

I tried to install the latest version but it said I already had the software it didn’t update and using the update tab also ran into problems. So at that point I uninstalled the software and ghost software (everything). Installed a fresh copy of everything (Installed as Admin) I’ve plugged it in USB 2.0 / 3.1 Gen1 & Gen2 and get the same results
Yes: I can do everything, change settings calibrate the software Interact with the software every way but the results remain the same as below.

Hardware: To Be Filled By O.E.M., CPU: Intel(R) Core(TM) i9-7940X CPU @ 3.10GHz, RAM: 32GB
OS Version: Microsoft Windows [Version 10.0.17763.0] x64
Tobii Eye Tracking Core SW 2.16.4.67
Eye tracker model IS4 Large Peripheral
Serial number IS404-100108312514
Firmware 2.27.0-4014648
Tobii Controller Core Not available
Tobii USB Service Not available
Tobii Controller Driver 2.0.4
Tobii Service 1.26.3.365
Tobii Engine 1.24.4.517
Tobii Config 4.10.4.325
Tobii Interaction 2.13.3.654
Tobii Face Authentication for Windows Hello 1.0.21.207
TOBII Video 2.0.2.0
Tobii Eye Tracker HID 1.9.862.0
Tobii Device 1.9.862.0
Tobii Overview 1.0.2.108
Tobii Intro 1.0.4.181

Any idea what to try next> ?

[Grant [Tobii]]

Thanks for the reply @tygastrike, interesting to see this behaviour still happens on the latest version as well, although we have been unable to reproduce this issue in house. Accordingly, I will create the appropriate bug report for review at a future development meeting, although as I understand the problem, no functionality is impacted, never the less perhaps a simple fix can be integrated promptly. We appreciate your patience whilst we investigate the issue.

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