flashing grey screen

AGR-13
Explorer

Re: flashing grey screen

Hey MartinMarty

That's what I call a workaround. Do you think it is a acceptable one for future? 

 

Regarding the cooldown. It would have been really interesting if this is also working the same like on my side. Not for having a solution, but for helping HTC to figure out the problem. 

 

By the way: @Synthesis Were your engineers able to reproduce the issue?

 

MartinMarty
Constructor

Re: flashing grey screen

Well, let's just say I would be a little disappointed if HTC mailed each of us a piece of tape... (just kidding, calm down guys).

 

If it continues to work, it is acceptable to me, though I would probably redo with a nicer "bandage". 

 

However, the significance to me, IF it continues to work, is that something is wrong with that particular sensor and HTC owes me a fix, or at least the offer of a fix. i.e. if they said "Your sensor is definitely bad. Send in your HMD. You'll receive a replacement in six to eight weeks." I would have to think hard about whether I wanted to be without it for a long time, since it seems to be functioning at 100% with my Frankenstein tape job. I suppose if I knew I would be getting a newer revision that has a superior design in some way. But somebody else's old "refurbished" unit? Not so much.

 

Anyway, that's putting the cart in front of the horse. First, I must determine if my fix continues to work.

 

If my fix does continue to work, then would this approach work for others? Are all of us simply experiencing failures in one or more sensors? Or is there more than one problem? The info I have seen tells me those sensors are IR photodiodes, but I can see from the take-apart video that each one is on a small circuit assembly with a few supporting components. So are those supporting components failing because of the heat, if the diode itself is not? Who knows. All I know is mine was working fine for a few months, then went partially bad and now it looks like it is due to a single sensor/assembly on the HMD.

AGR-13
Explorer

Re: flashing grey screen

With all due respect - it's not a cheap 5$ mouse from around the corner - this is a 1000$ device! And I expect it to work flawlessly. Or exchange to a new one (not refurbished) without issues. 

And I'm also getting to start beeing disappointed since we don't receive any information what exactly is going on. 

At least I'm not sure how I feel, having a obviously overheating, malfunctioning electronic device directly on my face - with or without overtaped a sensor. But of course, this is only my view and my opinion.  

Aidarpro
Builder

Re: flashing grey screen

Synthesis, why are you (HTC staff) ignoring my quation "HTC, what news? Something have you done for solved or searching it?"?
Besides, I'm not the only one asking this question.
I guess I can tell WE in sorrow from the fact that we do not get a report from you. And we have the impression that the HTC team does nothing to resolve this issue. If this is not the case, then why do not you write what's going on in your labs, why do not you ask us to help you by test, because we have a suitable HMD for this?

Ask me if you need data. I can send you a video, photo and other data. Let's work together!

Vive Staff

Re: flashing grey screen

@Aidarpro

 

Thank you for your message.  We had anticipated more responses to my information request.  I will follow up next week with any suggestions or findings based on what was collected so far.  I apologize for the time in between responses,  as you can imagine there are lots of variables that can come into play when looking into cause.  Please let me know if you have any questions or concerns.  My next follow up will be on monday west coast US time.  Thank you.

 

John

Dave0590
Settler

Re: flashing grey screen

@jagibson 

@Synthesis 

 

Hello everyone,

 

I did some more testing this weekend and here are the results:

 

I went over a friend of mine who also owns a Vive. I brought my HMD to test it on a completely different setup and in a different environment. He has an Intel i7 6700K cpu, 16 gb of ram, ASUS Z170 board and MSI GTX 1070 graphics card. He doesn't have Viveport or Revive installed and he's on SteamVR beta. His setup is in the basement so it was pretty cool, about 21-22 °C/70-72°F. I live on the second floor of an apartment building. This time of summer, my room temperature is about 25-26°C/77-79°F. It took at least a good hour of game session but the headset's tracking finally gave up. It takes only about 30 minutes in my apartment to lose tracking. It thus seems to be correlated with room temperature.

 

We then tried his headset for almost two hours without any issue. I don't have the manufactured date of his HMD but he purchased his Vive 2016/11 and it came with the old 3-in-1 cable. The manufactured date of my HMD is 2016/12. I purchased it in 2017/02 and it came with the new 3-in-1 cable. The flashing grey screen problem first began at the same position of my friend's play area when compared to mine. This lost of tracking then gradually spreads over pretty much the entire play area with time. I attached a photo to this post where lost of tracking is first experienced with my HMD. This is true for both my play area and my friend's.Untitled.png

 

TLDR: I tried my HMD over at my friend's house who also own a Vive. My headset would still get the flashing grey screen problem after 1 hour. We encountered no problem with my friend's HMD during our play session of almost 2 hours.

 

Highlighted
Aidarpro
Builder

Re: flashing grey screen

@Dave0590,
BIG thanks for your test and report!
It's very interesting informations for me.
Can you say that you used only headset or a whole kit (base stations, cables and link box) in your friend's house?

Dave0590
Settler

Re: flashing grey screen

@Aidarpro

Pleased to know that my test is useful to you.

I only brought my headset to his house. The rest of the Vive equipment used was his (base stations, link box,  USB/HDMI cables and controllers).

AGR-13
Explorer

Re: flashing grey screen

@Dave0590

@jagibson

@Synthesis

 

Thanks to Dave for taking the time to do an test for elimination. So it actually means: there are just a few headsets affected and the issue goes with to a different location with a whole different environment.  So it stays with the headset. So that rules out the rest of the equipment as a root cause.

Additional test: Today I played also around 30min only in the environment of Oculus - since I wanted to test how it reacts to revive. -> same issue occured, also in the Preview of another app in Vive, again in Elite Dangerous

 

Two things:

- 1. - I could stop the issue for 15min when I cooled down the Vive - and I put the Icepack not over a sensor. So it took about 10sec to cool it down enough, so that the issue didn't return for around 15min

- 2. - When I put a finger on the sensor (red circle in pic below) then I also could stop the issue immediately. But when I lifted the finger, the issue returned immediately. It disappeared only during the finger was on the sensor (similar to the test of @MartinMarty)

 

IMG_7484.jpg

And it is worse when putting the head in a down direction.

 

So this my additional information to the case.

 

Question to everybody: Does anybody have a Deluxe Audio Strap? (I use one)

 

Question to HTC: Could you maybe send out some brandnew units built in 2017 to the people who have the issue. I think we could make some comparison tests for you if we can reproduce the issue also with another headset?

 

 

Manblingo
New Arrival

Re: flashing grey screen

I'm replying primarily so I can continue to track this issue as it proceeds.  I have been noticing this exact issue on my headset purchased at the end of 2016 with the new 3-1 cable.  My game room is a little warm (mid 80s fahrenheit), I noticed the headset was very warm to the touch during use and the screen would turn gray mostly when angling my head slightly downward.

Aidarpro
Builder

Re: flashing grey screen

@jagibson,

Thanks for your answer.

I think that Dave0590 tests Indicates the cause of the hardware of HMD.

And i has concluded that my HMD is defectiveSmiley Sad

@jagibson, what then offers me the HTC? Can you (HTC) replacement my HMD?

 

 

Vildan
Builder

Re: flashing grey screen

According to what wrote here, it's obviously spoilage. HTC, it's important for us, how are you going to make exchange activity. I think, if we just take it to shop, they won't do all in right way, and after some time, back it to us with this issue, like we read here from some people.
AGR-13
Explorer

Re: flashing grey screen

@Synthesis

@jagibson

 

I expected news yesterday. Why there is no communication? 

 

What can we do?

 

 

hmacaroni
Explorer

Re: flashing grey screen

Abandon hope all who enter here.
Do not expect ANY level is customer support. I totally agree, the money we've spent does not reflect the support we receive. I bought a business edition.ive had a multitude of issues.(see my previous posts) latest being dead pixels. I am paying £70 a day to be in a leisure complex and they expect me to send my headset away for an expedited 3 days!? Will they pay me loss of earnings,I,ll let you guess.
Serious question,is the occulus rift any good?
Harry
Vive Staff

Re: flashing grey screen

@Aidarpro 

@AGR-13

@MartinMarty

@Vildan

 

Hello all.  I've been reviewing and discussing this with others.  To those tagged that submitted the information requests, thank you. 

 

The overall consensus right now is that operating temperatures (i.e. if your room or environment is hot vs. cold) does not appear to be the cause nor bear out in testing as a cause.  There is a hypothesis that perhaps irregular power supplied to the hmd via a faulty/non-faulty 3-1 or other component could be a cause.  This assumes that base station positioning and/or interference is not a cause at this stage. 

 

Since everyone is in a wide range of locations, it makes things like having your hmd sent to us for testing or any form of individual troubleshooting somewhat challenging but I will work through that.

 

@Aidarpro  Can you tell me (either privately or in this thread) where you purchased your Vive? Because we don't service your location, the source of purchase will help me identify what region we can potentially provide support in.

 

@Vildan Same question for you, although for slightly different reason, can you let me know where you purchased your kit (vive.com? retailer?).

 

@hmacaroni  Thank you for participating. Please PM me, or email me as you have my contact info. I would like to keep this thread focused on the issue reported, which sounds like you are experiencing different issues.

 

Thanks,

 

John