Controller not visible or not stable at all (to infinity and beyond)

MrSojiro
Pioneer

Controller not visible or not stable at all (to infinity and beyond)

So, the post desapeared......for unknown reason XD. So, i reposted it and added the photo asked by @Synthesis

 

Dear HTC Vive support team,

 

I have recently purchased the HTC Vive on your web site, and was very impatient to use it (I’ve waited 1 year before decide myself to buy a VR headset).

 

Everything was really easy to setup, and I was finally ready to try it. THEN, the worst happened : One of my controller were detected by both station, but, on my headset, it was shaking as hell, and sometime, going away on the floor (“NNNnnoooo….”) going LITERALY under the floor… I was like “what the…”, and I noticed on the SteamVR that my controller wasn’t “visible” anymore. Even if I placed it NEAR the other controller (which is fully functional), the controller wasn’t visible at all (nor usable). Sometime, it appears it front of me, but immediately after, it shakes, travel into space / wall / floor, to disappear again….

 

Honestly, it cost me 723€ to get this set (A LOT of money >.<), which is supposedly brand new…this shouldn’t even happens :/

 

Here are some informations :

-              I purchased the bundle (HTC Vive) : Tuesday 31/10/2017

-              I received the package on Thursday 02/11/2017 (yay !)

 

What I’ve already tried :

  • Reboot SteamVR ADN the computer
  • Reboot the controller
  • Reset the controller
  • Unpair the controller with steamVR AND the console
  • Change the position of the station
  • Try the “plug/unplug USB on the controller fix”
  • Change the USB of the hub (2.0 AND 3.0)
  • Update firmware
  • Update Computer software

 

My hardware :

  • Motherboard : MSI H170 Gaming M3
  • CPU : i5-6600 @ 3.3 GHz
  • GPU : MSI Geforce 1060
  • RAM : 16 Go

 

Here you can find :

 

 

Nothing of that has worked…

 

Did someone know how to fix that? Do you have a tool to diagnose the controller? Which god should I pray? (Sorry, even if this situation is clearly dramatic, I take it with a lot of humor, because this is all I have)

 

Oh and, sorry if my English is not totally accuracy, I’m French Smiley Tongue (no, I won’t surrender)

 

EDIT : i forgot to mension that my controller was on RMA last week.....it didn't change anything...

 

The asked photo :

 

Global mapGlobal map112233445566

 

 

Kind regards,

MrSojiro

MrSojiro
Pioneer

Re: Controller not visible or not stable at all (to infinity and beyon...

Oh, and i already tried to change the position of both base station Smiley Sad

 

 

 

Outch, i forgot to edit a photo XD

Vive Staff

Re: Controller not visible or not stable at all (to infinity and beyon...

@MrSojiroIt looks like the base stations are positioned on top of cardboard boxes? Is that right?

Thanks,

-John C

"Welcome to the desert of the real."
MrSojiro
Pioneer

Re: Controller not visible or not stable at all (to infinity and beyon...

@Synthesis

 

Yes, in this configuration, the base station that you can see on picture number 1 is. I can try something else if you want.

 

 

By the way i already tried to fix it on a funniture before placing it there.

Vive Staff

Re: Controller not visible or not stable at all (to infinity and beyon...

@MrSojiro

 

The base station units contain moving parts and thus will vibrate slightly. We highly recommend fixing them onto a wall mount or attaching them to a stand. If you must place them on a shelf or bookcase, make sure they are sitting solidly and not on something that could shake or wobble significantly.

Thank you,

-John C

"Welcome to the desert of the real."
MrSojiro
Pioneer

Re: Controller not visible or not stable at all (to infinity and beyon...

@Synthesis

 

Ok, so i will try that immédiately (but i need to do some adjustment).

 

How can you explain that only one controller is not stable ? If the station were the problem, would i be able to use at least one of my controller ? Because the other one is incredibly stable (no shake, no "i go wherever i want", no hide and seek)

Vive Staff

Re: Controller not visible or not stable at all (to infinity and beyon...

@MrSojiro

 

Does the controller "wander" away when you're facing in a particular direction or does it seem to matter?

Thanks,

-John C

"Welcome to the desert of the real."
MrSojiro
Pioneer

Re: Controller not visible or not stable at all (to infinity and beyon...

@Synthesis

 

It goes crazy in any direction, BUT, it is more stable when i hold it in certain posision.... such as this one :

 

90° on the left90° on the left

 

And it doesn't matter what station i'm facing, the result is the same.

MrSojiro
Pioneer

Re: Controller not visible or not stable at all (to infinity and beyon...

@Synthesis

 

Oh and, here is the RMA report : I don't know if i have to laugth or cry XD

 

d-tape.PNG

 

It takes 2 week to DOUBLE TAPE everything XD

Vive Staff

Re: Controller not visible or not stable at all (to infinity and beyon...

@MrSojiro

 

If you have a flashlight or laser pointer, take a walk around the room and shine it across as many surfaces as you can, looking for anything that glares back. 

When you repaired your controllers before, did you pair them back in the same order or a different order?

Thanks,

-John C

"Welcome to the desert of the real."
MrSojiro
Pioneer

Re: Controller not visible or not stable at all (to infinity and beyon...

@Synthesis

 

Well, i will try with my laser pointer ! Smiley Very Happy

 

For the pairing procedure, i have no idea (to be honest). I tried so many thing before and after (like, trying to pair it in different order) that i couldn't be certain of the pairing order Smiley Wink

 

 

I'm curently finishing the setup of the new room and will test it in a second, let see what happens Smiley Happy

MrSojiro
Pioneer

Re: Controller not visible or not stable at all (to infinity and beyon...

@Synthesis

 

So, here are the results  : The new setup isn't effective at all, the controller is still going wherever it want (even if I yell at him to stay.)

Base Station are on stable position, and no obstacle or reflective surface are present (well, there is a windows, with closed shutters)

 

Oh, i also noticed that my functionning controler is starting to make a noise when i push the trigger...you know, the same noise as when you go one your OLD bed.....

 

But i love to say it : both controller are 2-3 week old. (well, i used one of them for.... 1 days ? When i could saw it XD)

 

Well, everything seems to be brandnew :')     (sorry, i'm loosing my mind, i still cannot understand how this could happen for something with is so expensive Smiley Sad.....)

 

I'll go make the pointer test after replacing the stuff on the old setup.

MrSojiro
Pioneer

Re: Controller not visible or not stable at all (to infinity and beyon...

@Synthesis

 

 

Here the result of the laser search : I found one relevant thing which was reflecting (a lot) laser pointer, but which was very small. I tried to removed it, run the test again, and that did not fixed anything.....


The is nothing else in the room that reflect more than 10-15% the laser pointer.... (our floor reflect the pointer like 5%, but hey, this is irrelevant....

 

Vive Staff

Re: Controller not visible or not stable at all (to infinity and beyon...

@MrSojiro

 

The controller is squeaking? If you've only had it for 2 weeks, I'd recommend contacting support immediately and getting it replaced while you're within your 14 day window.

I don't think that the floating controller is because of any sort of hardware issue (since you RMA'd it and it is still happening) but it may end up being a difficult problem to solve as the cause is not immediately apparent. 


The next thing to investigate is probably the USB drivers. You said you fixed the power settings already, right?

Thanks,

-John C

"Welcome to the desert of the real."
MrSojiro
Pioneer

Re: Controller not visible or not stable at all (to infinity and beyon...

So the post desapeared again Smiley Very Happy

 

Lets rewrite it ^^

 

TLSmiley Very HappyR

-> I will contact the support for the "functionning" controller

-> I tried a lot of manipulation with UBS considering i got an error when i first tried to install the vive (so usb devices was not detected) : the problem is now solved (for this part, don't misunderstand me Smiley Tongue)

Capture.PNG

 

I also tried USB 3.0 -> 2.0

I'm open to any suggestion : if you want i test any tool (such as hammer Smiley Tongue) or softwares, i'm ready.

 

 

Oh, i also deleted the vive software, considering it make my video drivers crash while i was making the video for this post Smiley Tongue