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.
1. Data Streaming Not Enabled on Station
- Possible Issue: Data streaming not enabled.
- Solution:
- Open the EyeDetect app.
- Go to File > Settings.
- Under Settings, make sure Enable Data Streaming API has a checkmark.
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.
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.
4. Outdated Version of EyeDetect Manager Software
- Possible Issue: The device doesn’t have the latest version of EyeDetect Manager.
- Solution:
- Log in to the Converus dashboard.
- Go to the Tools menu.
- Click EyeDetect Manager (or EyeDetect+ 2.0 Manager) to automatically download the latest version.
- After downloading, click the downloaded application to run it in your browser. It will open automatically.
- Run EyeDetect Setup after downloading Manager.
- On the Station, navigate to This PC > C: > DataLocker > Converus > EyeDetectSetup and run the EyeDetect Setup Application.
- Click Yes to allow it to make changes to your computer.
5. Network Connectivity Issues
a. IP Address Change
- Possible Issue: The IP address on the station has changed.
- Solution:
- Find the new IP address.
- Open the EyeDetect app.
- Go to File > Settings.
- 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:
- Go to Windows Settings.
- Select Network & Internet.
- Under Properties, select Private.
d. Custom IP Settings
- Possible Issue: The current internet connection has custom IP settings.
- Solution:
- Open Command Prompt.
- Type:
tracert IP [Address you are trying to connect]
. - If it says Destination host unreachable, check the internet connection or switch networks.
6. Time Zone Mismatch
- Possible Issue: Station and device with EyeDetect Manager are not in the same time zone.
- Solution:
- Go to Date & Time settings for Windows.
- Verify that the time zone is the same on both devices.
- Even if Set time automatically is enabled, you may need to disable it to manually change the time zone.
- Scroll down to Additional Settings and click Sync Now.
- If Time Zone is disabled, go to Privacy & Security > Location, and turn on Location Services.
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