Troubleshooter for Tobii 4C crashes

[Hongbin Zou]

Hi,
Every time when I try to run C:\Program Files (x86)\Tobii\Troubleshooter\Tobii.EyeX.Troubleshoot.exe, it crashes. Please fix this, thanks.

[Hongbin Zou]

The exception in event viewer says:
System.Security.Authentication.AuthenticationException
at System.Net.TlsStream.EndWrite(System.IAsyncResult)
at System.Net.PooledStream.EndWrite(System.IAsyncResult)
at System.Net.ConnectStream.WriteHeadersCallback(System.IAsyncResult)

According to my knowledge, usually this is due to a certificate issue in one of your websites.

[Grant [Tobii]]

Hi @dragonus, sorry to hear about your troubles. Can you confirm if you have already tried uninstalling and reinstalling the Tobii Core Software? It may be worth trying using an uninstaller tool such as Revo Uninstaller.

If the issues persits, could kindly raise a ticket for with Tobii Tech directly @ https://help.tobii.com/hc/en-us/requests/new and they may request to arrange a remote session with your system to inspect the relevant files.

[Hongbin Zou]

No, reinstalling the Tobii Core Software cannot help. The root cause of the crash is because the SSL certificate of your website has been outdated, which causes a TLS exception.
I think one of the problematic websites is
https:!!api.contentportal.tobii.com/v1 (I can’t post links here, so you should change !! to // accordingly.)
Check it yourself.

[Grant [Tobii]]

Hi @dragonus, I have passed along your report to the developers. Can you please confirm what version of the Tobii Experience App you are using please?

[Hongbin Zou]

The title of this post says 4C, that means Tobii Eye Tracker 4C. The driver version I am using is the latest v2.16.8.
You released the driver two weeks ago, I thought maybe 4C was still somehow supported, that’s why I posted here.

This bug is not related to Tobii Eye Tracker 5, and I am not using Tobii Experience app.

[Grant [Tobii]]

OK thanks for the extra info, hopefully some resolution soon.

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