Frequently Asked Questions (FAQs)

Q. I'm seeing an error message that says I'm "not authorized" or "not allowed" to view this page. What do I do?

Clearing your browser cache should resolve this issue:

  • Press Control+Shift+Delete on the keyboard (Cmd+Shift+Delete on Mac)
  • Select "Cookies and other site data" and "Cached images and files" only
  • Click "Clear data"

Q. I can't access the system. What do I do?

Use the Forgot Password link to reset a password. If you are a patient and not sure if you have a login, please contact your RightEye provider.

Q. I'm having trouble connecting to the internet.

Click "Add Network" on the green welcome screen. On the Network Settings screen:

  1. Click on your WiFi router name
  2. Type your password in the Password box
  3. Click Connect

You'll then see your WiFi router name under "Wireless Connection." It may take a minute before "Internet Connection Status" changes to "Connected", so please be patient.

Other options include connecting to a personal hotspot on your cell phone which is handy when you're having connection issues or using the system remotely: 

  1. How to set up a Personal Hotspot on your iPhone or iPad
  2. How to set up a mobile hotspot on Android

If you're still unable to connect, please give contact RightEye Support at 301-979-7970.


Q. What does "Getting Windows ready" mean? 

When Windows updates occur, it can be frustrating for all. Controlled by Microsoft, these updates are required for the security of your system and occur without notice. Windows updates occur in two phases. First, they download to your RightEye device while it's on. Then, when the device shuts down, it installs the updates and says "Getting Windows ready."

To keep disruptions to a minimum, we recommend shutting down your RightEye system nightly so the updates occur while not in use. It is safe to leave the system on the "Getting Windows ready" screen overnight - it will power off automatically once the updates are installed.

If the "Getting Windows ready" screen persists for more than two hours and you need to use the system, you can hold down the Power button on the top right side of your machine for at least 10 seconds to manually power off the machine. On restart, it will install updates that were successfully downloaded and you should be able to test.

Q. Can you explain how the scores and percentiles are calculated? 

There are a couple of different aspects to the scores and percentiles:

1. The four scores are four separate calculations. Metrics from all three eye movements (pursuits, saccades, fixations) factor into the Overall score, with each metric weighted differently. Separately, we take the relevant metrics for each eye movement to calculate a score for that eye movement. I.e. the pursuit score only takes into account the metrics from circular, horizontal, and vertical pursuits.

2. The percentiles shown relate only to those eye movements, and are based on our original reference population used to develop the score calculations. The percentages help determine how a person's score compares to their population group. In the example below, a pursuits score of 44 is better than 45% of individuals in that population group. As we collect and analyze more data, these percentiles will be updated to reflect a larger population.

3. The dotted line box denotes the typical/reference range for their age group. We recommend using this and the overall score to establish a relative range of functionality, and then use the individual scores to determine which areas need to be improved.


Q. Some patients are repeatedly asked to retake Choice Reaction Time or Discriminate Reaction Time tests. What should I do?

  1. Check your test taker's distance. If you are using an all-in-one RightEye system, they will need to be 55-60 cm at all times. If you are using a RightEye system with a separate eye-tracker, they will need to be 58-65 cm.
  2. Calibrate again before the Reaction Time tests, since users may have moved during the prior tests or while adjusting their fingers to the touch pad.
  3. Avoid glare from sunlight and other lighting. Clean your eye tracker with a microfiber cloth frequently (any dust or smudges can affect accurate eye-tracking). Make sure nothing is blocking the eye tracker.
  4. Turn off the system and restart it.
  5. Have test takers follow the on-screen instructions.
  6. Make sure test takers look at the solar system, then move their eyes out to look at the peripheral targets, then pressing the appropriate key (or not, for DRT). For guidance, there are on-screen instructions that appear before the tests start. 

If those don't work, contact our support team so we can take a look at your device. 

Q. My system won't turn on, what do I do?

If your system has been off and not on the charger, plug it into the charger and wait a few minutes, it should turn on.

If it has been plugged in and won't turn on, then:

  1. Unplug the system from the charger
  2. Lay the system on its back and remove both batteries.
  3. Reinsert the batteries (so that they click)
  4. Plug the charger back into the system.
  5. Press the power button.

Q. My system isn't responding, what do I do?

If your RightEye system is non-responsive, or not working as expected, try pressing Alt + F4 on the keyboard to restart the application. To Shut Down or Restart your RightEye system, click on the “?” menu, then click Restart PC or Shut Down PC.


Q. How do I get back to the "green screen" to begin a test?

You can press Alt + F4 at any time to return to that screen. 

Q. How can the patient receive a copy of their report?

On the Patient Information page within the RightEye application, the patient can opt to receive a copy of their assessment and will be prompted with a box to enter their email address.

After submitting the assessment, the patient will receive a link in their email directing them to our portal where they will be asked to create a password to complete their login. From there, the patient can log in to our portal at any time and view their report.

If you'd like to add a patient's email to their account after they've taken a test, go to Patient Management in the portal, navigate to their name or Patient ID and click on "Edit" to add their email address. 

Q. How do I adjust the volume on my system?

There are buttons to adjust the sound level on the right side of the system, below the power button. You can also press and hold the blue Fn key while pressing either F4 (to raise sound level) or F5 (to lower sound level). F6 mutes the system. Note: you may not see the volume bar on the screen when adjusting the sound level.

Q. Do you have any basic maintenance tips?

Yes! Click here to see our General Operating Tips.