2 weeks ago - last edited 2 weeks ago by Synthesis
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]
2 weeks ago
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!
2 weeks ago
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
2 weeks ago
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.