Tobii4C stops working when the lid of my laptop is closed

[Marco De Nardi]

Hello, Tobii4C stops working when the lid of my Asus ROG laptop is closed. It’s the only device doing that. I need to play with an external screen, no problems with the lid open. When I keep the lid closed, the Tobii4c tracker goes idle and there’s no way to make it work. As soon as the lid opens again, starts working with no issue. It is the only device suffering from such an issue and I could not find an option. The only workaround is to de-install then re-install Tobii software every time. The profile is saved and it works like a charm until the lid is touched again.

Please fix this, it is so annoying!

[Grant [Tobii]]

Hi @marcodenardi, sorry to hear about your experiences. How are the power settings on windows when the laptop lid is set to closed? Also, is the laptop monitor the screen used for calibration with the eye tracker?

[Marco De Nardi]

Hi Grant! thanks for the very fast reply. I did immediately check all the things you suggest. The Windows set-up is “do nothing” when the lid closes, in fact every kind of other device is not affected. Tobii4c sits on the external display, which is calibrated with the device. It does work flawlessly with extended screen or duplicate etc.. it only turns off when the lid gets closed, to get back functional when is opened again.

[Marco De Nardi]

It is sort of stubborn about switching off as soon as i close the lid. The tracker is correctly listed on the device manager as camera all the time, showing no error of sort. The only error return is appearing on the bottom edge of Tobii app when i try to do something with the lid closed. It says “no eye tracker connected” and gives me no chance to proceed any further.

If I uninstall then re install the app (luckily a matter of seconds) the Tobii4c will work again. In fact I am about to play Soma like that. Cheers

[Grant [Tobii]]

Hi @marcodenardi, thanks for the reply. This is very strange behaviour that I have been unable to replicate.

Can you try running these command on the shell and see if the eye tracker starts working after shutting the lid:

net stop "Tobii Service"
net start "Tobii Service"

This should restart the Tobii SW thus avoid the need to reinstall as a workaround. Let me know how it goes. Best Wishes.

[Marco De Nardi]

Hi Grant, where exactly should i write it? Thanks

[Marco De Nardi]

Ok i found the shell

I wrote the commands but i get an error message: System error 5 has occurred, Access is denied

[Marco De Nardi]

How can i prevent Tobii app from running at start up? I tried both windows settings and task manager and I could not find an option in the app. I mean running the whole thing not just switching on/off. I would like to try that.

[Grant [Tobii]]

Hi @marcodenardi, you will need to run these command in the command prompt but ensure the application is ran as administrator.

If you wish to ensure that the Tobii service is not started, then type “services.msc” from the start menu -> run command and search for Tobii Service, open and then select “disable on startup”

Let me know how you get on. Best Wishes.

[Marco De Nardi]

I wrote the given command in the shell as administrator and it did work immediately and flawlessly.

I hope that it gets fixed somehow in the upcoming versions of the Tobii app as well. 🙂 Pls.

Thanks a lot for the help.

[Grant [Tobii]]

No problem, do let us know if you have any further queries. Best Wishes.

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