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The Alienware 17 R4 (17.3 inches) is a gaming laptop, released by Dell in 2016. (AW17R4-7000SLV-PUS)

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Tobii Eye Tracker is not connected due to eyechip not recognized

After using Alienware for a while, Tobii Eye Tracker began to not connect in Tobii Eye Software and in device manager, eyechip is missing. I have contacted support and they told me that my problem is hardware issue. Have any one experience this kind of problem? I have searched internet, it seemly only had this problem. USB error in Device Manager caused Tobii Eye Tracker not connected

Risposto! Visualizza la risposta Anch'io ho questo problema

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I remember helping set up a tobii eye tracker for someone who had ALS. those things are VERY finicky.

this is what ALS is.

good luck anyway!


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Hi @laughing ,

Have you got the latest Tobii Eye Tracking Core software installed? (click in Category box and select Mice, Keyboard & Input Devices).

If it is a hardware problem, here is a link to the service manual for your laptop.

Scroll down to p.97 to view the necessary pre-requisite steps and then the procedure to remove the module.

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@jayeff I appreciate your help, thanks!


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Did you find the answer? We’re desperate for a fix. Also using it for an ALS patient.

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Sorry, the issue is related to the hardware. I checked the component and realized that the Tobi Eye itself is set deep below the screen. I scared that It could causes more trouble if I allow the unspecialized technician to fix it. So I just left it unfix until right now.



I am experiencing the same issue. We use a new HTC Vive Pro Eye device, and I was able to complete the calibration successfully. The last couple of days it fails. Going through the threads on the web I found that eye chip is missing from device manager.

Did you manage to fix the issue? If yes, which troubleshooting root did you follow?

Thank you in advance for your time.


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laughing sarà eternamente grato.
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