Troubleshooting
Installation
Incompatible program version
When downloading the program, ensure you are using a compatible version with your operating system. Windows and Apple Mac require different versions. All downloads are available at eyeprecision.com/downloads
Older Macs with an intel chip require a different version. This is also provided at eyeprecision.com/downloads
To check if you have an Intel or Silicon chip, click on the Apple symbol at the top left of your screen, then select "About This Mac"
License Keys
After installing the program, you will be asked to enter your license key. This is a 16-character code that was provided to you when you purchased the software
Make sure to enter the license key exactly as it was provided, including any dashes or capital letters
If you are copying and pasting the license key, ensure that there are no extra spaces before or after the key
Each Eye Precision program (Eye Precision, EP Animations, EP Latencies) has its own license key. so ensure that you are entering the correct license key for the correct program
To see which licenses are active, choose Settings → Licenses… in Eye Precision
If you are having trouble with your license key, please contact our support team at support@eyeprecision.com
Updating
Purchasing updates
There is no need to purchase updates. Updates are provided free of charge to all users. The initial license is valid for the lifetime of the software
Simply download the latest version from eyeprecision.com/downloads and install it on your computer
You should not be asked for your license key again
Eye Precision
Head Position Tracking not available
Head Position Tracking is only used in the smartphone modes, Smartphone (Iris) and Smartphone (Classic)
In Goggles or Nystagmus mode the Head Position Tracking option isn't shown, because with goggles the camera moves with the head
To change modes, use the Mode menu at the top of the window (Windows) or screen (Mac). See Modes
Loading previous results
To load past analyses, choose Open Previous Tracking Results…, or pick them from the Recent list on the start screen. This shows the folders in your Tracking Results folder
Select the folder containing the results you want to view and click "Select Folder" (Windows) or "Open" (Apple)
Do not double click on the folder, as this will show the contents of the folder, not load the results themselves
Pupil tracking failing
This can have many different reasons in many different scenarios
To get the best help, please contact me at support@eyeprecision.com or upload you video to help.eyeprecision.com
Video playback not working/slow
Eye Precision offers two different way to playback videos in the results view - the inbuilt player or VLC media player
The built-in player suits most computers and is the default. If playback is slow or doesn't work, try VLC. This requires VLC to be installed on your computer
You can download VLC from videolan.org/vlc
To choose the player, go to Settings → Advanced Settings…, open Developer options and choose it under Video player for tracking results. If VLC is chosen but not installed, Eye Precision uses the built-in player