Fault 03 (Error 10010) on base station, red blinking light

Jacobbean
Visitor

Re: Fault 03 (Error 10010) on base station, red blinking light

So, after much waiting and saving, I received my vive unit today. I've had it for 4 hours and is has been working 'ok'. So far, and I might ruffle some feather here, I feel like the PSVR I am trying to graduate from feels more reliable. And now I have gotten the fault 03 issue. Am I to understand this new unit is already defective hardware and the only solution is to wait for someone to issue an RMA and then wait longer to receive something that hopefully works? I researched for months on the two big dogs in the VR ring. Someone, please convince me this thing is worth the trouble and the frustration, 'cus at this point, my RMA may be through the retailer to see what these touch controllers are all about.   
(firmware bricked motors)¯\_(ツ)_/¯ (the other side of the hill)

Myssa
Visitor

Re: Fault 03 (Error 10010) on base station, red blinking light

Hi,
Yea, same thing for me, i have it since yesterday and this error show up.

We will see what will happen now :O
AbsoluteNova
Visitor

Re: Fault 03 (Error 10010) on base station, red blinking light

I have been having the same issue as described here, if anybody could help me that would be greatly appreciated.

JameHealy
Visitor

Re: Fault 03 (Error 10010) on base station, red blinking light

I just got the same issue. Of course it was about a week past Amazon's (the "authorized reseller/retailer") return policy, and yes it happened immediately after the firmware update. (For what it's worth the unit worked FINE before the update ... I wish I hadn't updated at all).

 

After spending MUCH time with the online HTC support engineer (I'm currently at one hour in the chat), he is issuing an RMA... and I'm responsible for shipping (for a brand new unit that gets bricked with their firmware update), and it will take "at least 3wks from the time they receive the unit" to process the repair. So, with shipping time, I'm looking at over a month without this brand new unit.

 

I've noticed that some people have commented that they're getting the "blinking red light" on one of their units, but the headset seems to work fine. My understanding is that because the other remaining base station / lighthouse is doing ALL the work, and the blinking one is not working at all, your headset may APPEAR to be working fine (when in fact you likely don't have 360 degree tracking available now). You can confirm this because if you're facing away from the one that works, and facing toward the blinking one, your headset will probably lose tracking (and go blank). You need to understand that it is NOT "working anyway", and you should get it fixed or replaced before your warranty runs out or your other base station gets bricked too.

Favid_Feynman
Explorer

Re: Fault 03 (Error 10010) on base station, red blinking light

This is horrible support on the part of HTC. Once they've confirmed a base station is dead that is under warranty they should send out an advance replacement and require that the damaged unit be sent back. Then take the credit card info from the user with the understanding that if the defective unit is not returned within 30 days, they will be charged for a new unit..

That is standard protocol on items like this. I have a very hard time believing they are actually repairing these, can anyone confirm? I'd think it would cost more to repair them then just sending out a new one.

I've got this problem as well and I'll just buy a new base station, no way I'm going to waste the time to send them a unit and wait a weeks/months to get it repaired.

 

Also you are correct, that is exactly what is happening, when I swirl my head towards the blinking base station it blanks out.

Vive Staff

Re: Fault 03 (Error 10010) on base station, red blinking light

@Favid_Feynman

 

The current turn around time in North America for Vive RMAs is averaging ~9 days - we contract out an authorized service center to preform the repairs and do not preform the repairs in-house except in countries where we have first party infrastructure. Bear in mind that when you see forum posts, you're seeing only exception cases and abnormal cases; the majority of repairs are processed by our authorized repair center without issue.

To reach Viveport's customer service team, email customerservice@viveport.com

To connect with a live support agent for hardware support, go to www.vive.com/support, click on "contact us" in the top righthand corner, and then opt to speak with a Live Chat agent

David R

Technical Specialist - San Francisco, CA; Monday-Friday

Click here to send me a PM

Favid_Feynman
Explorer

Re: Fault 03 (Error 10010) on base station, red blinking light

Thanks for the response David.
htcacct
Visitor

Re: Fault 03 (Error 10010) on base station, red blinking light

David,

 

I've been trying to contact chat for days now regarding the blinking red light issue to set up an RMA but have yet to receive a response. Is there a preferred time to chat in order to get a response? I'm in PST and am still within the EST range when I try.  I sent an email to support on 2/11 without a reply yet. Is there an option for me to pay for a new one and get reimbursed after the RMA goes through? 

Community

Re: Fault 03 (Error 10010) on base station, red blinking light

Hi @htcacct

 

I've sent you a pm. Check it out.  Thanks

-SuperNikoPower
Community Manager
Available Monday - Friday
NikkiC
Visitor

Re: Fault 03 (Error 10010) on base station, red blinking light

Hi,

 

One of my basestation started blinking a red led. Comparing to my other basestation, it seems the horizontal laser is not functioning. SteamVR shows no error message, so it looks like it's still working. But that can't be so. Can you tell me the process required to get this RMA'd, please?

 

Thanks, 

 

Nikki

Nicola Casali
Vive Staff

Re: Fault 03 (Error 10010) on base station, red blinking light

@NikkiC,

 

The fastest way to RMA a device for repair is via a live chat agent that's specific to your region: 

  • Locate and record the serial number from the affected device.
  • Navigate to www.vive.com/support
  • Click "contact us" in the top right-hand corner of the navigation bar
  • Selecting "Begin Live Chat" connected to an agent (when available).
  • Compose an introductory blurb about why you’re contacting us (Fault 03, ect...). If possible, please Include serial numbers for the affected device(s).
To reach Viveport's customer service team, email customerservice@viveport.com

To connect with a live support agent for hardware support, go to www.vive.com/support, click on "contact us" in the top righthand corner, and then opt to speak with a Live Chat agent

David R

Technical Specialist - San Francisco, CA; Monday-Friday

Click here to send me a PM