Knowledge Base

Problem

Users experience one or more of the following: Tobii Glasses 3 fails to connect to the Glasses 3 Control Software, or the exposure time cannot be adjusted within the software.

Details

Two related symptoms have been traced to outdated Glasses 3 firmware: (1) the glasses fail to establish a connection with the control software entirely, and (2) camera exposure time settings are greyed out or non-functional. Both issues are resolved by updating the firmware and, where applicable, the controller software version. Hardware repair may be required in cases where a factory firmware reset does not resolve the problem.

Solution

1. Check the current firmware version of the Tobii Glasses 3 via the Glasses 3 Control Software.
2. Download the latest firmware from the Tobii support portal.
3. Apply the firmware update through the control software following Tobii's official update procedure.
4. Also confirm the Glasses 3 Control Software itself is updated to the latest compatible version.
5. Restart both the glasses and the control software after updating.
6. Test connectivity and attempt to adjust the exposure time to confirm the issue is resolved.
7. If the problem persists after a firmware update, contact Tobii support to arrange a factory firmware reset (requires remote access) or physical repair.