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Support Guide

Need support? Use this guide to help troubleshoot common issues.

What to do when a Hiru user has a problem with the camera. 

Identify the issue: 

The most common problems that come up with eye tracking cameras are either related to the camera's connection and communication to the device or software in use, or to the detection of the users' eyes. 

Typically, connection and communication issues display as error messages in the software or no lights showing on the camera, while eye detection issues tend to display as difficulties in accuracy or trouble calibrating.

Verify the following to learn if the problem is caused by the eye tracker or by another element (software, cables, user device, etc.):
  1. Ensure the user device follows the necessary tech specifications. The system requirements are listed here for Windows, iPad and accessories.
  2. Check that Hiru is up to date in Systray or Hiru App.
  3. Check that the software is up to date.  Download the most recent versions on our website or in the App Store.
  4. The user is correctly positioned in front of the camera.  If the issue is that the camera does not detect the user’s eyes:
    1. Open the video feed and check if there is glare on glasses, jewelry or other materials in view.
    2. Change lighting in the room.  This could include turning the user away from a window, turning off any lights shining directly on the user’s face or the camera.
    3. Check the detection with another person who is with the user.  See if the camera detects the eyes of the therapist or family member, to check the function of the camera. If the camera does not detect anyone’s eyes after these tests, contact Irisbond for assistance.
  5. The cables and camera are correctly connected.  Confirm the following:
    1. Using the original cables and accessories. 
    2. If the user is working with the Irisbond cable and USB-C adapter, ensure the adapter is connected to the device and the cable to the Hiru, NOT the other way around. 
    3. Not using a Hub or adapter.  If they are, try without the Hub to see if there is a change in the camera’s behavior.
    4. The cable is connected to a USB 3.0 port.
    5. Check that the red LED lights are on. Keep in mind, it is possible for the LEDs to turn on when the Hiru is not recognized by the device.  
    6. Test the connection by opening EasyClick or Hiru App after the LEDs turn on.  If it opens correctly, the Hiru is ready to go.  EasyClick or Hiru app will not open if the Hiru is not connected.
    7. (Windows) If no eye gaze software is installed, you can check in Device Administrator for Hiru. It is identifiable as “Remote NDIS Compatible Devices”.  If you do not see Remote RNDIS, you should install the RNDIS driver. (contact support for instructions).
    8. (Windows) Check that the user does not have various eye gaze programs open at the same time. This includes the Microsoft HID. Two programs cannot use Hiru at the same time.
  6. Check if the problem is new or has always been present. If the camera worked previously, and now does not, check if there is physical damage to the device or camera, the windows device has been changed, the version of Windows has been updated, etc.
  7. If possible, check the camera with another Windows device.  If the camera works on another device, the issue is likely with the tablet or computer. 

If the problem seems to be with the eye tracker itself, please contact us about this issue using this SUPPORT REQUEST FORM and we will provide you with information on how to proceed with the repair or replacement process.