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

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MrSojiro
Builder

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

Part 2 (4th time i try to send it !!!!)

 

@Synthesis @jagibson  @VibrantNebula

 

Several questions are still remaining :

- The ref they gave in red is the ref i can find in the repair process, BUT, two thing are very strange : 1- why are we not able to find this S/N on the contrôlleur, considering there is no REF number (nowhere), no stickers, ect... on the controller itself ? 2- see the point above

- When i recieved the two controller from RMA, both seems to be the same (i wasn't able to say which one were which one, cause the right tracked one, which had a trigger prob, were fixed). BUT, when i tried to used one of them, it ask me for a firmware upgrade. But guess what ? This one was fully functionnal, while the other one were still OUT, with exactly the same symptom + the same way to "track it" (90° to the left, see my old post). They said that they have changed the main board of the defective controller, which i clearly doubt. Considering i cannot know which one has which SN, i cannot confirm if they really did it, or if they changed the main board of the functioning controller instead (!!!).

 

 

I sent them what they asked to me. Duration required now for any kind of aswer ? 48h ! (Really ?!)

 

I'm very mad about his, and more about the following :

 

Considering this situation, here is what I said : If this problem persist after this 6465435° procedure, i seriously consider asking for either an exchange for the whole set, or a total refund of it.

This was their answer : No ("You can ask for a refund only the first 15 days")

 

Which is wrong : if I'm not satisfied with the product, yes, i can change my mind and ask for a refund the first 15 days. But in that case, this is clearly different, the product doesn't fit the spects (->broken) : In France, this is what the law say :

 

The professional seller must deliver a good in accordance with the contract. Otherwise, he is responsible for defects in the delivery, but also for all those resulting from the packaging, the assembly instructions or the installation when he is in charge of the contract or under his responsibility (article L.217 -4)

 

AND :

 

Property is in accordance with Article L.217-5 when it is

- fit for the usually expected use of a similar good, where appropriate, etc. :

- present the characteristics defined by the parties or be fit for the special use sought by the buyer, known to the seller and accepted.

 

According to this part, and some other, and considering I was given something not functionnal, i'm in my right to ask for an exchange/refund.

 

This, is, crazy Smiley Sad

 

Sry, today, i'm not able to smile as usual...

 

Kind Regard,

MrSojiro

Vive Staff

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

@MrSojiro

 

Give me a minute to go back and read all of this. Just as a heads-up: The reason it won't let you post is there's a spam detector built into this forum, much like other forums, it won't allow you to send multiple messages in a short period of time. Please compose your thoughts into a single message and if needed, you can use the edit feature to make changes and update your message. 

Once someone replies, go ahead and reply to that message as normal, but please try to stick to one message per reply. It's much easier to read everything that way and it won't prevent you from posting.

Thanks!

-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 and set up an RMA. There is no user fix for this issue.

Vive Care Operating Hours: 9am to 6pm PST, M-F
MrSojiro
Builder

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

@Synthesis

 

I literally tried to make one long post, but it got errased (moderated) :/   (that's why i split it in several part, happened to me twice, oh well, once more if cosidering the first message of this thread Smiley Very Happy)

 

Plus, post got moderated when i try to edit them more than twice (to correct typo Smiley Tongue)

OR, and i dont know why, my last post were moderated until i remoded the word t-o-t-a-l-l-y (insane XD)

Vive Staff

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

@MrSojiro

 

That's strange. I'll have to look into why that's happening.

Okay, so if they were able to test it and it worked, then it's probably not the controller hardware that is the issue. You've mounted your base station on the walls firmly or at least set them on a solid surface, yes?

Thanks,

-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 and set up an RMA. There is no user fix for this issue.

Vive Care Operating Hours: 9am to 6pm PST, M-F
MrSojiro
Builder

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

@Synthesis

 

Yes, i also tried to change the whole environement....

 

Moreover, why other controllers perfectly work in my setup while mine doesn't.....if it's not a hardware issue, i have no clue then....

Vive Staff

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

@MrSojiro

 

So, what I'm trying to convey is that the "tracking problem" isn't necessarily a hardware issue. In fact, it rarely is. It's almost ALWAYS another factor, environmental or something with the PC. The reason they returned it is because they tested it on site and it tracked properly, which is the standard procedure.

Let me talk with my team about what the best next steps are and I'll reply. Out of curiosity, the Vive is plugged into which USB port on your PC?

Edit: When you say "other controllers" work fine but yours doesn't? You tested it with another Vive kit?

Thanks,

-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 and set up an RMA. There is no user fix for this issue.

Vive Care Operating Hours: 9am to 6pm PST, M-F
MrSojiro
Builder

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

@Synthesis

 

Yep Smiley Sad I tested it with the controllers of my friend.....who got functionnal ones ^^'

 

For the USB, i tried every USB port that i have on the computer to be sure Smiley Tongue (2.0 and 3.0 (+2 i cannot identify to be honest, maybe 3.1, I don't know, i need to look on the doc of the motherboard))

Vive Staff

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

@MrSojiro

 

Well that's interesting. What about your controller on his kit? Did you try that?

Thanks,

-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 and set up an RMA. There is no user fix for this issue.

Vive Care Operating Hours: 9am to 6pm PST, M-F
MrSojiro
Builder

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

@Synthesis

 

No i didn't. He works on my town, so i asked him to bring his controllers to test it. But he live far away from me...soo.....

Vive Staff

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

@MrSojiro
I'm sending you a PM with instructions for next step.

Thanks!

-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 and set up an RMA. There is no user fix for this issue.

Vive Care Operating Hours: 9am to 6pm PST, M-F
MrSojiro
Builder

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

@Synthesis


I have received the RMA shipment ticket this afternoon. I will send my contrôller tomorow (so it will not be received until wednesday if everything goes alright). I will keep you in touch, as usual.

 

MrSojiro

MrSojiro
Builder

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

@Synthesis, @jagibson, @VibrantNebula

 

Hello everybody,

 

This is the 50th days aniversary of my RMA procedure, so we have to celebrate it with a cake, or whatever you want.

 

Capture.PNGNo it is not !

So, my controller is at the repair center (Romania) since Thuesday, and i would like to know what decision the repair center has (or has not) already taken about it :

- did they decided to repair it

- or did they decide to (finaly) replace the entire unit

 

Here you can get the ticket number you need to grab this information : 117496888791

 

If I understant it well, RMA procedure are usualy 5 worked days long, so, i won't be abble to get it before the 25th of december. Considering this is Christmas, i won't be abble to get it before the 26th or 27th of december (it can be worst : maybe they will send it in 2018..... *sigh*)

 

I was with the support chat earlier this morning, I had "Chantal" in line, who was not very helpful, as usual. So, here I am again Smiley Very Happy

 

 

Bytheway, If I can't get in touch with you before the 25th or after : Merry Christmas to everybody, and I wish you a happy new year

 

MrSojiro

Vive Staff

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

@MrSojiro

 

Thank you,

I'll see what I can find out, though I admit my ability to view european cases is very limited and I will likely have to contact someone from the region for information.

I'll try to get an answer for you, but more than likely you'll have your controller back before I know what actions were taken.

Merry Christmas and a Happy New Year to you as well!

 

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 and set up an RMA. There is no user fix for this issue.

Vive Care Operating Hours: 9am to 6pm PST, M-F
MrSojiro
Builder

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

@Synthesis, @jagibson , @VibrantNebula

 

Hello everybody,

 

I got a surprise for you : after 3 RMA procedure, the controller......IS STILL NOT FUNCTIONAL !!! (yay)

 

I didn't got any repair report this time (for the moment i suppose) but according to what i can see, they have changed....the motherboard again !!! (the controller was asking for a firmware upgrade) T_T This is a sick joke, really. And I suppose that everything is alright for them, considering i get my controller back.

 

But hey, I got A GOOD NEWS !

 

While manipulating my defective controller, i remembered a post were user had grey screen  issue linked to a defective sensor (you can find that on this forum). So, i had the idea to hide each one of my sensor, one by one.

Guess what : TEST n°2 was VERY USEFUL !

 

Indeed, i discovered that when I hide THIS sensor :

 

Capture.PNGthis one is guilty as f*ck

 

My controller got fully fonctionnal. So this sensor is giving wrong information about the position of the whole controller....(when i remove my finger or my IR occlusion système A.K.A pile of post-it, the controller is going crazy again...)

 

How the hell did my controlled passed their testing bench....how....

 

 

 

I suppose now that I have to lunch a new RMA procedure....for god sake....

 

 

 

Tell me you can do something for me , because this is now clearly enouth.....

 

I successed where a entire repair team  failed. Ok. (i'm talking about the one in the repair center Smiley Wink )

 

MrSojiro

 

MrSojiro
Builder

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

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