Home Forums Software Development Tobii asking for feedback

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  • #3463
    John Tucker

    So, I clicked on the feedback link that the email that they sent me had and this is what I got:

    [email protected] via emea01-am1-obe.outbound.protection.outlook.com
    7:04 PM (1 minute ago)

    to me

    Your message to [email protected] couldn’t be delivered.
    +devsupport wasn’t found at tobii.com
    Deleted Office 365 +devsupport
    Action Required Recipient
    Unknown TO address

    How to Fix It
    The address may be misspelled or may not exist. Try the following:
    Retype the email address then resend the message.
    Clear the recipient nickname cache in Outlook or Outlook Web App by following the steps in this article: NDR Response Code 5.1.10 in Exchange Online and Office 365.
    Contact the recipient (by phone or instant messaging, for example) to check that the address is correct.
    The recipient may have set up mail forwarding to an incorrect address. Ask them to check that any forwarding they’ve set up is working correctly.
    If the problem continues, forward this message to your email admin.

    Was this helpful? Send feedback.

    More Info for Email Admins
    This error occurs because the sender sent a message to someone whose mailbox is hosted by Office 365 but the email address is incorrect or doesn’t exist. The error is reported by the recipient’s email system, but most often it must be fixed by the person who sent it.

    A common example of when this can happen is when the recipient changes their email address but the sender picks the person from their recipient nickname list in Outlook or Outlook Web App. The nickname cache doesn’t yet know about the new e-mail address — it has stored the out-of-date email address information — so when the message is sent the wrong address is used, even though the sender chose the right recipient.

    Another example is if the recipient is an Office 365 user but a license is not assigned to the user. In the Office 365 Admin Center check that the user has a valid license assigned to it.

    Sometimes it needs to be fixed by the recipient or the recipient’s email admin, for example, when the recipient has created a mail forwarding rule to an incorrect address, or if there’s a problem with their email address directory. If the sender is using the correct recipient address, and it’s still not working, send a test message from another user mailbox to see if it’s an issue unique to this sender. If you reproduce the problem sending from another user account, ask the recipient or the recipient’s email admin to confirm that the recipient address exists, is correct, and is working. Suggest they check for misbehaving forwarding rules or possible email address directory issues (such as directory synchronization issues).

    For more information, see NDR Response Code 5.1.10 in Exchange Online and Office 365.

    Original Message Details
    Created Date: 9/14/2015 12:04:40 PM
    Sender Address:
    Recipient Address: [email protected]
    Subject: Tobii EyeX

    Error Details
    Reported error: RESOLVER.ADR.RecipientNotFound; Recipient not found by SMTP address lookup
    DSN generated by: VI1PR03MB1104.eurprd03.prod.outlook.com
    Message Hops
    1 9/14/2015
    12:04:40 PM HTTP *
    2 9/14/2015
    12:04:40 PM igbkq10 SMTP *
    3 9/14/2015
    12:04:42 PM mail-ig0-f169.google.com AM1FFO11FD054.mail.protection.outlook.com Microsoft SMTP Server (TLS) 2 sec
    4 9/14/2015
    12:04:42 PM AM1FFO11FD054.protection.gbl DB5PR03CA0051.outlook.office365.com Microsoft SMTP Server (TLS) *
    5 9/14/2015
    12:04:42 PM DB5PR03CA0051.eurprd03.prod.outlook.com VI1PR03MB1104.eurprd03.prod.outlook.com Microsoft SMTP Server (TLS) *
    Original Message Headers
    Received: from DB5PR03CA0051.eurprd03.prod.outlook.com ( by
    VI1PR03MB1104.eurprd03.prod.outlook.com ( with Microsoft SMTP
    Server (TLS) id; Mon, 14 Sep 2015 12:04:42 +0000
    Received: from AM1FFO11FD054.protection.gbl (2a01:111:f400:7e00::153) by
    DB5PR03CA0051.outlook.office365.com (2a01:111:e400:598b::19) with Microsoft
    SMTP Server (TLS) id via Frontend Transport; Mon, 14 Sep 2015
    12:04:42 +0000
    Authentication-Results: spf=pass (sender IP is
    smtp.mailfrom=gmail.com; tobii.com; dkim=pass (signature was verified)
    header.d=gmail.com;tobii.com; dmarc=pass action=none header.from=gmail.com;
    Received-SPF: Pass (protection.outlook.com: domain of gmail.com designates as permitted sender) receiver=protection.outlook.com;
    client-ip=; helo=mail-ig0-f169.google.com;
    Received: from mail-ig0-f169.google.com ( by
    AM1FFO11FD054.mail.protection.outlook.com ( with Microsoft SMTP
    Server (TLS) id via Frontend Transport; Mon, 14 Sep 2015 12:04:42
    Received: by igbkq10 with SMTP id kq10so84966051igb.0
    for <[email protected]>; Mon, 14 Sep 2015 05:04:40 -0700 (PDT)
    DKIM-Signature: v=1; a=rsa-sha256; c=relaxed/relaxed;
    d=gmail.com; s=20120113;
    MIME-Version: 1.0
    X-Received: by with SMTP id hu6mr12362070igb.3.1442232280631;
    Mon, 14 Sep 2015 05:04:40 -0700 (PDT)
    Received: by with HTTP; Mon, 14 Sep 2015 05:04:40 -0700 (PDT)
    Date: Mon, 14 Sep 2015 19:04:40 +0700
    Message-ID: <CACAXznih=TOLKciTGjFPnuo16AsL-nkqMxdet1uiZtyjhG+Y3Q@mail.gmail.com>
    Subject: Tobii EyeX
    From: John Tucker
    To: <[email protected]>
    Content-Type: multipart/alternative; boundary=”089e0115fa46c54efb051fb3de70″
    Return-Path: Deleted
    X-EOPAttributedMessage: 0
    X-Microsoft-Exchange-Diagnostics: 1;AM1FFO11FD054;1:3hw5CSVpVVKlUajZhU/aYpR0gTFBFaYTX3apMmCjBYuE1IgbLaCx8IKxQ2gv5Kkv9qWzzl2w/ylHoXgwNK2sMb/Fu1/SggV37Fs022qW29ZYqgnG6yHAdpJd2NCdJXLm/xcg6Kw2nET85NPDasXNBpafswcKXOVZH7vHJLZC2e6Q+JuE/5h+T5bbIVGZNPnJdhNfqALcALdv2vQfTaVgIalBkFe7fDwq9lVYeFep4QwsUiJll4q0szczZDXyWdTPxqjNLxGCMS63LaMaHkp1+tYPetGp6CLhDY4QNc/FRJxqwIVKTONAXEtfNr0ZWHHzzaICUnVOKecZNUviiuF5tNEREW+iLbQ+aUMTwe1/Gidzw/8npmYkdZ9IrdFyC24k
    X-Forefront-Antispam-Report: CIP:;CTRY:US;IPV:NLI;EFV:NLI;
    X-DkimResult-Test: Passed

    Final-Recipient: rfc822;[email protected]
    Action: failed
    Status: 5.1.10
    Diagnostic-Code: smtp;550 5.1.10 RESOLVER.ADR.RecipientNotFound; Recipient not found by SMTP address lookup

    ———- Forwarded message ———-
    From: John Tucker
    To: <[email protected]>
    Date: Mon, 14 Sep 2015 19:04:40 +0700
    Subject: Tobii EyeX
    lol, well, let me tell you, I’ve not gotten mine to work yet with theHunter. It works fine with tH:Primal, but not theHunter. I have been in contact with Konstantin and he hasn’t been able to figure it out and is currently waiting on EW to respond to him. I’ve been waiting several days for a reply!!!

    So, I sent in a request for refund since my time for 30 day refund is running out.

    Maybe the fix will help, but I doubt it.

    Right now, I can’t even open theHunter Launcher. I’ve been assured that I have not been banned by Alena. Can’t open the launcher with EyeX on or off. Makes no difference.

    Basically, nothing is working for me.

    Aw well, win some lose some.

    How’s that for feedback!

    John Tucker
    Order #: Deleted


    Hi John,
    the problem seems to be a wrong email address.
    correct: [email protected]
    incorrect: [email protected]

    In general, if you cannot open the game at all, Tobii is not the correct contact for you. In this case you will need to talk to EW and not to us.
    We can assist you with questions, with respect to eye tracking or the Tobii EyeX.

    Anyways, I will send you an email about your case.


    John Tucker

    Oh my dear Konstantin. EW has EXPLICITLY stated that they offer NO SUPPORT for Tobii. We are not allowed to ask for support less we get in big time trouble. Anyway, problem is solved. I’ve asked for a refund.

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