- 30/10/2019 at 19:51 #12211
Hi. I recently purchased a Tobii 4C and installed the core software. Since installing this I’ve noticed my computer would no longer go to sleep or even turn the screen off when it’s supposed to.
Things I’ve done:
1. Tripled check power plan timers
2. Disabled Tobii Power Presence in power options
3. Unchecked “Allow this device to wake computer” box for EyeChip under USB devices in Device Manager
4. Turned off everything in the power settings of the Tobii software, however disabling power presence makes this section unavailable anyway, so they are disabled by default.
5. Keep the eye tracker turned off via the software when not in use
The only thing I didn’t try until now was closing out the Tobii software, and would you know my screen turned off after the set amount of time and the PC went to sleep.
So is it possible to have the computer sleep with this software running or will I have to close it out each time I’m done using the computer?31/10/2019 at 13:51 #12218
Hi @ryanburnsred, sorry to hear about your issues and thanks for the detailed problem report. Can you confirm if something as simple as a Screen Saver works properly? If not, it would seem that something is sending a signal to the PC to prevent an inactive state.
Does the issue persist if the Eye Tracker itself is connected or not? I assume that if you uninstall the Tobii Software, the problem is gone?
Might also be an idea to ensure your Windows 10 is fully up to date and that any USB chipset drivers and BIOS are similarly updated.
Unfortunately, this issue has not previously been reported, but hopefully, we can find a solution for you promptly.01/11/2019 at 00:36 #12221
Thanks for getting back to me Grant.
I set up a screen saver to activate after 1 minute. It would not activate while the Tobii software was running and the the eye tracker plugged in or plugged out.
Closing the Tobii software allowed the screen saver to activate in both cases. Uninstalling the software and leaving the eye tracker plugged in would certainly allow the computer to idle.
My Windows 10 is completely updated. In fact I updated it yesterday while trying to figure this out. All other drivers are updated for the hardware.
I’ve even done an energy report through the CMD and it found nothing unusual that would prevent the computer from sleeping. In fact Tobii wasn’t mentioned at all, but the fact remains that it’s causing the problem. I really have no idea why this is happening
Also the software starts automatically on boot and I cannot disable it through the task manager.01/11/2019 at 10:31 #12229
Hi @ryanburnsred, thanks for the extra information. This is indeed rather bizarre behaviour..
We have created a bug report describing your issue that ideally we can identify what may be the source of the problem.
In the meantime, I discovered a thread that may allow us dig deeper
If you could also reply with a detailed listing of your exact windows version, hardware installed, etc.. that would be great.. the more detail the better!
Thanks for your patience, hopefully we can resolve this for you soon.01/11/2019 at 22:59 #12243
Thanks for the link and creating a bug report. Hopefully you guys can replicate this. If there’s anything you need from me, I’d be happy to send it if I can.
I did what was said in the link and made an energy trace report and looked at it in Event Viewer. I’ll be honest that it didn’t really make sense to me, but I did see one mention of the Tobii.EyeX.Tray.exe with a 110 event ID, however I don’t know if it means anything.
Here is a screenshot of the about section in my Windows settings: https://imgur.com/a/U7yw3Bb
If you’d also like to know currently plugged in hardware:
CH Pro Pedals
CSR 4.0 bluetooth adapter
Typical software I heave running in the background are:
Tobii Eye tracking software
If there’s anything I’ve left out please let me know03/11/2019 at 17:37 #12247
Thanks for that extra info @ryanburnsred. Out of curiosity, can you try disabling the Corsair Utility? We had a couple of issues with this SW in the past.. it may be unconnected but worth a shot.04/11/2019 at 01:36 #12251
I closed it out and left everything open and waited for the screen saver to show up but it never did. So same result as before.
Don’t know if you guys need this, but here’s the About section of the Tobii software https://i.imgur.com/kFnuxo9.png
Says eye tracking disabled at the bottom because I keep the tracker turned off when I’m not using it.
One thing I didn’t mention before was that I previously had an EyeX tracker. The older one that required USB 3.0 and without the head tracking. I don’t think I had this issue with that. I stopped using the EyeX for awhile and uninstalled the software back in July this year. Then I recently got the 4C in October and reinstalled the software. My old profile was still there so I just recalibrated it. Do you think it’s the EyeX taking it’s revenge on me for upgrading?
Is there a way for me to completely remove everything Tobii and start over?06/11/2019 at 10:07 #12260
Cheers @ryanburnsred, we are continuing to investigate the issue .. if you could let me know which computer hardware you are running (is it custom built box?) or computer model? thanks a lot. By the way, I assume that if you disable the Tobii Serivces (Start -> Run -> services.msc -> Tobii Service) then you can sleep the PC?
It’s not a very elegant solution, but you could make a little batch file ‘Net Stop “Tobii Service” ‘ which you could execute before sleep as a workaround until we figure a proper fix.07/11/2019 at 00:21 #12268
Glad to help in any way I can. I’m running a custom built PC.
As for the Tobii service: I did disable it at one point seeing as it was the only way to stop the eye tracking software from starting on boot. I set it to manual activation then restarted the PC. The Tobii software didn’t start on boot, and so the PC went to sleep after the set time.
However I would have to re-enable the service manually in order to use the eye tracker because without the service running I can’t enable the 4C.
The batch file is a great idea, but ultimately it’s no different than just closing out the software from the tray when I’d like the computer to sleep.
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