Headset was working flawlessly for weeks, now suddenly no display/black screen

Vive Staff

Re: Headset was working flawlessly for weeks, now suddenly no display/black screen

@Droolguy When you say that the grey screen appears for a while and then it shuts I'm curious if it's shutting off due to inactivity. Are you wearing the headset when it behaves this way or is the headset off of your face? The HMD has a proximity sensor and turns off the screens when it doesn't detect a user. 

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

Droolguy
Contributor

Re: Headset was working flawlessly for weeks, now suddenly no display/black screen

Yes, we are wearing it.


I think we have tracked down the problem, it took a couple hours yesterday.

After a lot of testing, the power cord coming from the linkbox to the HMD, or the port on the linkbox itself is turning the screen off and on. I don't know how this is possible but when tension is put on the chord, it shorts the HMD, but ONLY the screens on the inside, tracking according to the monitor software and everything else continues to function (the headset still appears green in steam as well), the light on the side of the headset is also still green.

I have ordered both a new cable and linkbox since I do not know which is the culprit but we are fairly certain over here that it is the linkbox.

Also, after looking at how the linkbox is designed I would strongly recommend that HTC/Valve release a cable tension bracket so that these linkbox's dont continue to fail for all of your customers who have larger than average play spaces. We believe that the linkbox (if it has failed) failed because our play area is 4M x 3M and the tension on the cable when on the far side of the play area from the linkbox caused wear on the port. The distance is far enough that tension picks the cable off the ground in the far corner from the linkbox putting all the weight of the cable on the three ports.

MartinMarty
Architect

Re: Headset was working flawlessly for weeks, now suddenly no display/black screen

I believe I have experienced similar symptoms. That's why I was gung-ho about you checking the cabling. On mine, I wasn't sure whether power or HDMI but it also seemed to be sensitive on output side of link box. I also had the thought of a strain relief clamp of some sort. I second Droolguy's request. And I'm not in that big a play area, I just tend to get my cables wrapped around my chair when playing seated and twisted in a knot when playing room-scale.

Vorax
Contributor

Re: Headset was working flawlessly for weeks, now suddenly no display/black screen

I had this problem a couple of days after i got my Vive. After checking all connections I was fairly confident that the issue was the 3-in-1 cable itself. My symptoms were black outs (just black) periodically, strange cross-eyed views sometimes as well. The problem is a matter of time if you let your cable get twisted up to much. KEEP AN EYE ON THE TWIST! The cables are fairly week and twisting will break them. After a discussion with my kids, I was told that yes indeed the cable had gotten very twisted up and that was my clue that there was a minor fracture somewhere in the cable. I orderd a new one from HTC, it arrived in 2 days and not a problem since.  

Highlighted
Droolguy
Contributor

Re: Headset was working flawlessly for weeks, now suddenly no display/black screen

I have installed both the new cable and the new link box and now I can not get the in HMD screens to turn on at all.

Software is still saying that everything is working though.

This is getting really frustrating as this is not a cheap piece of hardware, not to mention the couple hundred dollars in software for it I am currently unable to use.

Droolguy
Contributor

Re: Headset was working flawlessly for weeks, now suddenly no display/black screen

Update, I did manage to get the headset to turn on briefly, while on it continually strobed between grey and the running program at a rate of over 10hz. Then turned off and I haven't been able to get it started again.

MartinMarty
Architect

Re: Headset was working flawlessly for weeks, now suddenly no display/black screen

Wow, I sincerely hope that is not as bad as it sounds... 

Vive Staff

Re: Headset was working flawlessly for weeks, now suddenly no display/black screen

@Droolguy

Go ahead and PM me, we'll do some troubleshooting and process an RMA if necessary.

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

Vive Care Operating Hours: 9am to 6pm PST, M-F
wOOOOt
Pioneer

Re: Headset was working flawlessly for weeks, now suddenly no display/black screen

The solutions for me was to unplug all vive cables, reboot and plug them back in.

Also read somewhere to try and change the usb and use different ports on your pc.

Hope it helps

BomberDude
Contributor

Re: Headset was working flawlessly for weeks, now suddenly no display/black screen

[SOLVED] (For me at least) Not sure if this was ever fixed, but there were 2 issues that I seemed to have had, one, I had a tv and a mirror that disrupted the tracking, and the HDMI cable that I was using to connect the link box to the pc was faulty, as I used the idea of bypassing the link box, it worked great. So I reverted it back to the link box again and thought it was faulty. No, it seems the HDMI decided to give out on me. Weird... but a new cable fixed the issue! With also covering up any reflective surfaces.