11-20-2017 12:40 PM
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 :
My hardware :
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 (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 :
11-20-2017 12:41 PM - edited 11-20-2017 12:43 PM
Oh, and i already tried to change the position of both base station
Outch, i forgot to edit a photo XD
11-20-2017 12:45 PM
@MrSojiroIt looks like the base stations are positioned on top of cardboard boxes? Is that right?
11-20-2017 12:48 PM - edited 11-20-2017 12:50 PM
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.
11-20-2017 12:51 PM
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.
11-20-2017 12:57 PM - edited 11-20-2017 12:59 PM
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)
11-20-2017 12:59 PM
Does the controller "wander" away when you're facing in a particular direction or does it seem to matter?
11-20-2017 01:04 PM
It goes crazy in any direction, BUT, it is more stable when i hold it in certain posision.... such as this one :
And it doesn't matter what station i'm facing, the result is the same.
11-20-2017 01:11 PM
Oh and, here is the RMA report : I don't know if i have to laugth or cry XD
It takes 2 week to DOUBLE TAPE everything XD
11-20-2017 01:21 PM
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?
11-20-2017 01:38 PM
Well, i will try with my laser pointer !
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
I'm curently finishing the setup of the new room and will test it in a second, let see what happens
11-20-2017 01:53 PM - edited 11-20-2017 01:56 PM
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 .....)
I'll go make the pointer test after replacing the stuff on the old setup.
11-20-2017 02:23 PM
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....
11-20-2017 02:25 PM
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?
11-20-2017 02:50 PM
So the post desapeared again
Lets rewrite it ^^
-> 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 )
I also tried USB 3.0 -> 2.0
I'm open to any suggestion : if you want i test any tool (such as hammer ) 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