et Z271T Tobii Eye Tracker Doesn’t Connect

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This topic contains 10 replies, has 4 voices, and was last updated by  Grant [Tobii] 3 weeks ago.

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  • #9245

    Kane Hobday-Weiler
    Participant

    Good evening,

    I have had this Acer monitor since last April and have had issues with the Tobii eye tracking ever since.

    It worked flawlessly for a few weeks then just seems to have given up.

    This thread on Acer also points out the exact issues I am having (Iv also tried everything the Acer support guy suggests to no avail plus gone through Tobii support with no luck.)

    https://community.acer.com/en/discussion/549676/z271t-tobii-eye-tracker-doesnt-connect

    Im losing my mind trying to sort this as no one from Tobii or Acer can fix the issue and i honestly feel as though this is a faulty range of monitors as me plus the 2 other in the above thread still haven’t been given a fix.

    I cant even give you a a system log as i cant even start Tobbi software anymore as the under the device manager it shows as “Unknown USB Device (Device Descriptor Request Failed).”

    Any help appreciated.

    #9250

    Kane Hobday-Weiler
    Participant

    3 days and no response, definitely will not be recommending Tobii to anyone.

    #9267

    Grant [Tobii]
    Moderator

    Hi @kanehobday, apologies for the delay in response. I understand that you are in direct contact with Tobii Tech Support who should hopefully be able to resolve your issue promptly. Please excuse the inconvenience.

    #9380

    Dick Vermeulen
    Participant

    I have exactly the same issue, had contact with support last year who send me some programs to deep clean the system from any left over installation files and registry items. Since this did not help either the screen went back to the shop I bought it. They have send it to Acer, whom have tested everything but could not find anything wrong.

    Since windows is saying “Unknown USB Device (device descriptor request failed) Driver error” I’m thinking this is some very annoying deep hidden bug in either the software or the firmware or it is windows related.

    Either way, I realy don’t care where the problem is, it’s outrageous this isn’t fixed yet since there are many more with this problem. I will never reccomend Tobbi or Acer to anyone, in Fact I will make this issue go live so the world may know how the support of both company’s work.
    The only thing both Tobii and Acer are doing is point to each other while they both should be searching why this is happening and fix it.

    Regards,

    Dick Vermeulen

    #9382

    Dick Vermeulen
    Participant

    I just had a crazy thought, what if the power supply is not delivering enough juice…..
    So I went on google and I found out that the psu for the Predator Z271T and Z271 are the same. Seems to me the version with the eyetracking needs a little more power then without….

    #9396

    Grant [Tobii]
    Moderator

    Sorry to hear about your bad experiences @dickver. Please liaise directly with Tobii Tech Support (https://help.tobii.com/hc/en-us/requests/new) regarding this problem. Sincere apologies for the inconvenience.

    #9397

    Kane Hobday-Weiler
    Participant

    Dick, I have already tried using a powered USB hub to no avail.

    And don’t expect anything more than the generic “fresh install” crap from Tobii support.

    #9594

    Ben K
    Participant

    @Grant This issue is unacceptable. I too have had this issue, starting only a week after I’d purchased the monitor. Tobii support wasted enough of my time that I can no longer return the monitor. This NEEDS to be escalated to someone of senior authority.

    And yes, I’ve gone through all of the troubleshooting that Tobii support recommends. Even a fresh Windows install. Twice. In fact, I upgraded my system a few days ago, and I don’t even remotely have the same chipset (Intel 4770k -> Ryzen 7 2700x) and the issue still persists with a brand new install of Windows (on a brand new M.2 drive).

    I think I can speak for all of us that own this monitor, that you guys need to tend to this issue, as it’s serious.

    • This reply was modified 3 weeks, 2 days ago by  Ben K.
    #9596

    Kane Hobday-Weiler
    Participant

    @ben K good luck getting a reply neither company care or want to take ownership of the issue.

    #9597

    Dick Vermeulen
    Participant

    I’m in contact with acer, probaly the screen needs to be returned for repairs

    #9603

    Grant [Tobii]
    Moderator

    Our apologies to those customers experiencing issues with the Z271T. We recommend that you first go through the steps as recommended by Tobii Support and should the problems persist, then to please get in touch with Acer to order a replacement.

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