FAQ

Most frequently asked questions

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37 articles in this collection
Written by Tomasz Ender, Andreas Olsson, and Carin Lundberg

How to save a failed video upload

Recording upload recovery
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Written by Tomasz Ender
Updated over a week ago

Can I use other eye trackers?

Is it possible to use other devices with Tobii Pro Sprint?
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Written by Tomasz Ender
Updated over a week ago

No Windows support - why not?

Don't worry, we're working on it
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Written by Tomasz Ender
Updated over a week ago

What operating system can I use? 

Tobii Pro Sprint requires you to run a Google Chrome browser in your macOS operating system.
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Written by Tomasz Ender
Updated over a week ago

How do I reset my password?

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Written by Tomasz Ender
Updated over a week ago

I need to update my payment details

How do I update my credit card?
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Written by Andreas Olsson
Updated over a week ago

How do I change my password?

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Written by Tomasz Ender
Updated over a week ago

Create a room

In Tobii Pro Sprint, the room is where the user test is being performed
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Written by Tomasz Ender
Updated over a week ago

Do you offer any more advanced eye tracking services?

Other than Pro Sprint, other Tobii Pro products offer more in depth eye tracking services.
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Written by Tomasz Ender
Updated over a week ago

How much bandwidth does Tobii Pro Sprint need?

Pro Sprint requires a bandwidth of at least 2.5 Mbps
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Written by Tomasz Ender
Updated over a week ago

How long recordings can I do in Tobii Pro Sprint?

There is no limit on the length of the recordings in Pro Sprint.
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Written by Tomasz Ender
Updated over a week ago

How secure is my communication and information with Tobii Pro Sprint?

Data security.
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Written by Tomasz Ender
Updated over a week ago

I am experiencing audio issues. What should I do?

How to fix problems with sound in Tobii Pro Sprint.
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Written by Tomasz Ender
Updated over a week ago

I’ve lost my invitation email to Tobii Pro Sprint

No worries, you can easily get a new one on our web site.
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Written by Tomasz Ender
Updated over a week ago

Can I use Tobii Pro Sprint with my eye tracker that is not from Tobii?

Does Pro Sprint support other companies devices?
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Written by Tomasz Ender
Updated over a week ago

I am experiencing camera issues. What should I do?

How to fix your camera problems.
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Written by Tomasz Ender
Updated over a week ago

Can I download the gaze coordinates?

No, currently you'll get a mp4 video recording of your sessions.
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Written by Tomasz Ender
Updated over a week ago

How to fine tune the eye tracker

For best accuracy we encourage you to fine tune the eye tracker for each new test participant
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Written by Andreas Olsson
Updated over a week ago

I want to make changes to my subscription

How do I update my subscription?
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Written by Carin Lundberg
Updated over a week ago

Does Tobii Pro Sprint provide heat maps?

Pro Sprint does not provide heat maps
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Written by Tomasz Ender
Updated over a week ago

I want to cancel my subscription

How do I cancel my subscription?
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Written by Tomasz Ender
Updated over a week ago

Return policy of hardware

Can I return my eye tracker?
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Written by Tomasz Ender
Updated over a week ago

I want access to more data

Research, Analytics, SDK, Heat maps, Record, Visual, Attention, Time Syncronization
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Written by Carin Lundberg
Updated over a week ago

I want a receipt, please

Where can i find my receipt/bill/invoice?
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Written by Tomasz Ender
Updated over a week ago

Why do I need an eye tracker?

I don’t have an eye tracker. Can I still use the service?
Andreas Olsson avatar
Written by Andreas Olsson
Updated over a week ago

What Mac versions do you support?

Can my Mac run Tobii Pro Sprint?
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Written by Andreas Olsson
Updated over a week ago

How do I remove the mounting bracket?

Gently peel off the bracket with your finger nails
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Written by Andreas Olsson
Updated over a week ago

Do you support mobile testing?

This is a highly requested feature that we'll add to Tobii Pro Sprint in the future.
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Written by Andreas Olsson
Updated over a week ago

Does the infrared lightning from the eye tracker have a negative effect?

Infrared light from an eye tracker is not harmful to the human eye.
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Written by Andreas Olsson
Updated over a week ago

I am not satisfied with the accuracy of my eye tracker, how can I improve it?

You can easily retune your tracker.
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Written by Andreas Olsson
Updated over a week ago

Do you products follow the IEC 62471 standard for light emission?

Yes, All Tobii products follow the IEC-62471 standard.
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Written by Andreas Olsson
Updated over a week ago

Can I reposition the mounting bracket?

How to move or reuse it.
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Written by Andreas Olsson
Updated over a week ago

How many rooms can I create?

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Written by Andreas Olsson
Updated over a week ago

How do I remove the mounting bracket from my screen?

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Written by Andreas Olsson
Updated over a week ago

Will I lose my recordings if I delete the room?

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Written by Andreas Olsson
Updated over a week ago

What's in the box?

What stuff comes with my eye tracker?
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Written by Carin Lundberg
Updated over a week ago

How do I change video resolution?

When sharing and recording a screen, you can change the video resolution. This is how you do it.
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Written by Andreas Olsson
Updated over a week ago