Here are several possible solutions that you can try one after the other if your eye tracker is not recognized.
Option 1: Unplug the unrecognized eye tracker and plug it back in.
Option 2: Unplug the unrecognized eye tracker and this time plug it into a different USB port.
- Unplug the power cord of the docking station or USB hub briefly and then plug it back in.
- Connect the eye tracker to a USB port directly on your computer. If your eye tracker is now recognized, it could be that your docking station or USB hub does not provide enough power to support your eye tracker. With "powered USB hubs," it could be that the power cord is no longer properly connected.
Option 3: Open the Device Manager on your computer. To do this, click on the Windows icon (Windows 10: bottom left corner of the taskbar, Windows 11: icon on the left in the taskbar) and search for Device Manager. Expand the USB devices section; here, all connected eye trackers should be listed. If an eye tracker is not listed here, please restart your computer.
Option 4: Starting with NUIA Version 386 (April 2024), there is an option to fix rare issues in device registration. Please proceed as follows to test this option:
- Connect the eye tracker to your computer using the USB cable to a free USB port.
- Open the NUIA settings and navigate to "Advanced Options."
- Start the repair process by clicking on the "Fix problems with the eye tracker" button under the devices section.
- Disconnect the USB cable, wait a few seconds, and then reconnect it.
- The eye tracker should now be correctly recognized.
If none of the above steps have helped, please schedule a short meeting with our suport team.