If the Eye Tracker 5 does not connect, disconnects, or stops working after being connected, follow the steps below.
Most connection issues are caused by insufficient USB power during startup, but outdated software, drivers, or system settings can also prevent the tracker from connecting.
Before you start:
ℹ️ Make sure the eye tracker software is up to date!
Download and install the latest software from: https://tobiigaming.com/getstarted. Restart the computer after installing updates, then check if the Eye Tracker 5 connects.
Check the USB connection (most common issue)
The Eye Tracker 5 briefly draws higher power when it starts. If the USB port cannot supply enough power during this moment, the tracker may fail to connect or disconnect unexpectedly.
✅Recommended setup
- Connect the Eye Tracker 5 directly to a rear USB port on a desktop computer.
- If a hub is required, use a powered USB hub.
- Both USB 2.0 and USB 3.x hubs work, as long as the hub is externally powered.
- Use a hub with an external power adapter of at least 5 V / 2.5 A DC (higher amperage is fine.)
Rear USB ports are connected directly to the motherboard and usually provide more stable power than front or top ports.
✅Recommended powered USB hubs
If you are buying a new hub, the D-Link DUB-1340 (4 port USB 3.0, 4 A) is a good choice because it provides enough power headroom during initialization.
❌Avoid these setups
- Unpowered USB hubs
- USB extension cables
- Front or top USB ports on desktop PCs
These setups often limit power delivery and can cause intermittent connection issues.
Check Device Manager (Windows)
This step helps confirm whether Windows can detect the eye tracker.
- Open Device Manager.
- Expand Universal Serial Bus devices.
- Look for a device named EyeChip.
- Double-click EyeChip to open it.
If EyeChip is listed, the PC can detect the tracker.
🖊️Note
- If you see an error message in the device status, make sure Windows is fully up to date.
- The EyeChip device uses WinUSB, which is updated through Windows Update.
Check USB controller drivers
Outdated USB controller drivers can prevent stable communication.
- In Device Manager, expand Universal Serial Bus controllers.
- Open the USB controller the tracker is connected to.
- Open the Driver tab.
- Note the driver date and driver version.
- Check the computer manufacturer’s website for newer USB controller drivers.
Install any available updates and restart the computer.
Turn off fast startup (Windows)
Fast startup can prevent the eye tracker from initializing correctly during boot.
- Open Control Panel.
- Select Power Options.
- Select Choose what the power buttons do.
- Select Change settings that are currently unavailable.
- Clear Turn on fast startup (recommended).
- Select Save changes.
Restart the computer after making this change.
Restart and reconnect
Never underestimate the power of a reboot!
- Disconnect the Eye Tracker 5.
- Restart the computer.
- Reconnect the tracker after the system has fully started.
This step often resolves connection issues caused by incomplete driver or USB initialization.
Still having issues?
If the Eye Tracker 5 still does not connect, contact Tobii Support and include:
- Computer model and operating system
- Eye Tracker software version
- How the tracker is connected (directly or through a hub)
- USB hub model and power adapter rating (if used)
- Which USB port is used (rear, front, or hub)
- Whether EyeChip appears in Device Manager and any error messages shown
This information helps support identify power-, software-, or driver-related issues faster.
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