Base station firmware update kills the base station dead. All was fine until doing recommended upd

paulitsjmp
Visitor

Base station firmware update kills the base station dead. All was fin...

I have a brand new VIVE and 2500 laptop that worked fine for a week.  Then I get a notice to update the base station firmware.  That update successfully killed my base station.  No lights no nothing.  Pls don't tell me to try another power cord.  I did all the obvious things.  How can a fimware update totally kill my $3,000. investment.  What kind of rookies are programming these units.  Maybe you are used to having things like this happen but this a a growing field and there is no excuse for sending updates that are untested and bring a user 100% down.  I'm 67 years old and am amazed at the technology but equally amazed at how thoughtess and inconsistant the software is.  I am so disappointed in the programmers.  Now that you probably hate me for telling you how I feel.  Any idea how to recover my 1 week old system?

jim [personal information removed]

Vive Staff

Re: Base station firmware update kills the base station dead. All was...

@paulitsjmp

 

Hi Jim,

I'm very sorry to hear that happened. Have you tried contacting our support team to get your base station replaced? I'd highly recommend the Live Chat support at www.vive.com/us/support/contactus as a first step, and if you need any assistance after they've helped you, please return here and we'd be glad to help you further with set up or whatever Vive questions you need answered!

Thank you,

-John C

"Welcome to the desert of the real."

If your base station has a Fault 02/03 error or a red light or both, the ONLY solution is to contact our support on vive.com and set up an RMA. There is no user fix for this issue.

Vive Care Operating Hours: 9am to 6pm PST, M-F
Wallaceprime
Contributor

Re: Base station firmware update kills the base station dead. All was...

I'm in the same situation, system working fine, applied update, base station instantly

dead, VIVE support wants to charge for the repair as its 6 months out of warranty.

 

Nice con, release update, kill system, charge user Smiley Sad

Vive Staff

Re: Base station firmware update kills the base station dead. All was...

@Wallaceprime

 

I can assure you, there's no con. You've had your device for 18+ months, right? Generally, when there's an error (Fault 03/02) that occurs after a firmware update (as rare as that is) it's the result of the fault detection threshhold being changed to more accurately detecting failing rotors. (Rotors can fail for any number of reasons as any device with sensitive moving parts might over time.)

The intent behind this is that tracking performance may degrade as the rotor wears down over time, but the software does not detect this leading to unexplained and unresolvable tracking problems.

In any case, please contact me via PM and I'll see what I can do to help you.

Thank you,

-John C

"Welcome to the desert of the real."

If your base station has a Fault 02/03 error or a red light or both, the ONLY solution is to contact our support on vive.com and set up an RMA. There is no user fix for this issue.

Vive Care Operating Hours: 9am to 6pm PST, M-F
sand
New Arrival

Re: Base station firmware update kills the base station dead. All was...

I was having the same problem, I followed what's explained here https://steamcommunity.com/app/250820/discussions/2/152391920350384476/ and it fixed the problem.

I hope it will help

knowlgo
New Arrival

Re: Base station firmware update kills the base station dead. All was...

 
Wolfypvp123
Contributor

Re: Base station firmware update kills the base station dead. All was...

Same here...

AutoRotate
New Arrival

Re: Base station firmware update kills the base station dead. All was...

I don't even know why this firmware is showing up if it breaks the base! You know everyone will update it as soon as they see it. It seems that this has been happening since 2016!

 

Mine went dead too trying to update the firmware, even though it said success.

I revived it thanks to this post: https://steamcommunity.com/app/250820/discussions/0/1318835718930709007/#c1318835718931148282

 

 

After that I hesitantly re-updated the firmware. But this time it did not die and it shows as up to date. Did I do something wrong during my initial update(no I didn't unplug power or usb during)??

 

Vive Staff

Re: Base station firmware update kills the base station dead. All was...

@AutoRotate - The newer firmware versions have much stricter timing tolerances for the mechanical rotation of the rotors. Basically, it makes tracking overall more robust and accurate by ensuring the motors are traveling at very specific speed - if the rotors are outside of that tolerance it will display fault 03. SteamVR's firmware update process is mysterious overall, I'm glad you were able to successfully restore your base station, that procedure doesn't always work. 


David R

Technical Specialist - San Francisco, CA; Monday-Friday

Click here to send me a PM

AdrenalineVR1
Contributor

Re: Base station firmware update kills the base station dead. All was...

I've just had the same issue VR system was working perfectly fine but base stations had an ! mark on them and so I did the firmware update went through as success and now they are all black with no lights it does seem

this software update has called the units to fail.

 

Please advise.

 

Lief Eekhoorntje
Contributor

Re: Base station firmware update kills the base station dead. All was...


@AdrenalineVR1 wrote:

Please advise. 


 

Yes please do - in public, because I am having a similar issue and from my very limited research it seems we are not the only one.

Vive Staff

Re: Base station firmware update kills the base station dead. All was...

@Lief Eekhoorntje @AdrenalineVR1

As previously stated in this thread and others: The firmware update is not causing a failure, it is detecting a pre-existing mechanical failure which is degrading tracking fidelity. That failure will eventually be complete and prevent the base station from functioning at all.

It requires a hardware repair. Attempting to alter the firmware manually may completely disable the base station and in any case, will not resolve the underlying issue.

Thank you,

-John C

"Welcome to the desert of the real."

If your base station has a Fault 02/03 error or a red light or both, the ONLY solution is to contact our support on vive.com and set up an RMA. There is no user fix for this issue.

Vive Care Operating Hours: 9am to 6pm PST, M-F
Lief Eekhoorntje
Contributor

Re: Base station firmware update kills the base station dead. All was...

Hi John,

 

Thanks for making that clear. In the meantime I did some more reading and testing, and I think I can confirm your conclusions. While the firmware downgrade does revive the base station, it seems to be not functioning properly. Tracking is not very accurate at all now. This is consistent with the fact that newer SteamVR settings are less tolerant to base stations falling outside their calibration parameters (probably not the best way to describe it), while older SteamVR settings are perfectly happy with hardware failures that cause inaccurate tracking. Before yesterday all was fine, but I guess it's just a matter of purely coincidental bad luck.

 

So, off to get myself a replacement base station - not an easy task these days.

Vive Staff

Re: Base station firmware update kills the base station dead. All was...

@Lief Eekhoorntje, the best way to start an RMA is via the live chat option for your region - avoid using the "email us" form. The RMA outlook in all regions is pretty smooth right now and the turnaround time should be under 2 weeks is most regions. 


David R

Technical Specialist - San Francisco, CA; Monday-Friday

Click here to send me a PM

CR4FTY P5YCH0
Visitor

Re: Base station firmware update kills the base station dead. All was...

I'll start by saying that the VR experience has been fantastic and we are really happy we took the plunge. That said this firmware update "issue" (yes it is an issue) caused us nothing but pain and frustration. We bought our first setup, brought it home, set it up and updated all necessary firmware as recommended by SteamVR. Everything was then checked off as "up to date" but one of the lighthouses was dead. In looking at the sync button on the back it was still depressed. It looked like it somehow got stuck inside the unit. We tried for almost an hour to get it "unstuck" and believed that our inability to do so was the resaon the base was dead. The next day we returned to the place of purchase and they happily exchanged the entire system.

 

We repeated the same steps with another BRAND NEW set of components and this time BOTH base stations ended up dead. So much for us thinking it was the button. I'm not sure if I can post links so I won't try but using a procedure outlined by WthLee over on redit we were able to recover both lighthouses. We have now simply ignored the firmware update so that we can enjoy our purchase.

 

Vive Staff in this thread is justifying this by explaining that the lighthouses were compromised and that the later firmware is more robust at detecting failures but as you can see this does NOT seem to be the case in our experience. If so does that mean that three out of four BRAND NEW lighthouses (November 2018) we just tried are defective? Should we be RMA'ing these devices before the warrantee expires? Can HTC (Vive) provide us with an up-to-date firmware that doesn’t brick these devices? Enquiring minds want to know.

 

Please advise and thank you in advance.