Troubleshooting Guide for EyeDetect Manager and EyeDetect+ Manager

This document provides a quick overview of possible resolutions to technical issues related to the EyeDetect Manager or EyeDetect+ Manager software error “Ping EyeDetect Station Exception” or others. 

We suggest trying all steps regardless, to make sure everything is up to date.

 

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1. Data Streaming Not Enabled on Station

• Possible Issue: Data streaming not enabled.
• Solution:
  1. Open the EyeDetect app.
  2. Go to File > Settings.
  3. Under Settings, make sure Enable Data Streaming API has a checkmark.

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2. Device Compatibility

• Possible Issue: Device on which EyeDetect Manager is installed is not compatible.
• Solution:
  • Ensure the device has Windows 8 or higher (WIN10 preferred), wireless internet capabilities, and a screen resolution of 1200 x 800 minimum.
  • If the device doesn't meet the requirements, use a compatible device.

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3. Downloaded Device

• Possible Issue: EyeDetect Manager software was downloaded onto an EyeDetect Station instead of a separate Windows device.
• Solution:
  • EyeDetect Manager cannot operate on an EyeDetect Station while a test is administered.
  • Use a different Windows device to install and run EyeDetect Manager.

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4. Outdated Version of EyeDetect Manager Software

• Possible Issue: The device doesn’t have the latest version of EyeDetect Manager.
• Solution:
  1. Log in to the Converus dashboard.
  2. Go to the Tools menu.
  3. Click EyeDetect Manager (or EyeDetect+ 2.0 Manager) to automatically download the latest version.
  4. After downloading, click the downloaded application to run it in your browser. It will open automatically.
  5. Run EyeDetect Setup after downloading Manager.
  6. On the Station, navigate to This PC > C: > DataLocker > Converus > EyeDetectSetup and run the EyeDetect Setup Application.
  7. Click Yes to allow it to make changes to your computer.

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5. Network Connectivity Issues

a. IP Address Change

• Possible Issue: The IP address on the station has changed.
• Solution:
  1. Find the new IP address.
  2. Open the EyeDetect app.
  3. Go to File > Settings.
  4. Add the new IP address under Check “Enable Data Streaming API”.

b. Wi-Fi Network Mismatch

• Possible Issue: The device using EyeDetect Manager is not on the same Wi-Fi network as the Station.
• Solution:
  • Ensure both devices are connected to the same Wi-Fi network.
  • Click on the internet icon at the bottom right of the taskbar and verify the network connections.

c. Wi-Fi Settings Not Marked as "Private"

• Possible Issue: Wi-Fi settings are not marked as Private.
• Solution:
  1. Go to Windows Settings.
  2. Select Network & Internet.
  3. Under Properties, select Private.

d. Custom IP Settings

• Possible Issue: The current internet connection has custom IP settings.
• Solution:
  1. Open Command Prompt.
  2. Type: tracert IP [Address you are trying to connect].
  3. If it says Destination host unreachable, check the internet connection or switch networks.

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6. Time Zone Mismatch

• Possible Issue: Station and device with EyeDetect Manager are not in the same time zone.
• Solution:
  1. Go to Date & Time settings for Windows.
  2. Verify that the time zone is the same on both devices.
  3. Even if Set time automatically is enabled, you may need to disable it to manually change the time zone.
  4. Scroll down to Additional Settings and click Sync Now.
  5. If Time Zone is disabled, go to Privacy & Security > Location, and turn on Location Services.

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