Just bought Vive PRO, one controller freezes after 30min, then audio issues

TurboD16
Settler

Just bought Vive PRO, one controller freezes after 30min, then audio issues

So what happens (has happened the first 3 times I tried to use my new system), one controller will freeze in a place, and any input like directional movement continues infinitely.  The controller still has a green light and full battery.  I look at the SteamVR window and that controller is flashing (no rhyme of which controller, just 1, had it on both)  Only way to fix it and un freeze it is to restart in SteamVR window.  After roughly a minuite it restarts and controller works but no audio, and changing the output for sound doesn't help at all.  Thoughts?

Vive Staff

Re: Just bought Vive PRO, one controller freezes after 30min, then audio issues

@TurboD16 

It might help if you tell us more about your system specs and your set up. Are you on the latest drivers? What ports are you using? Are you using any adapters?

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 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
TurboD16
Settler

Re: Just bought Vive PRO, one controller freezes after 30min, then audio issues

 

@Synthesis Sure thing.

i7-4790k water cooled, not overclocked

GTX 1080 ti water cooled, not overclocked

32 gb of ram

couple of SSD's, vive + steam software on a different HD from the Windows used Hard drvie, Windows 10

Corsair 1000w power supply gold 80plus

Using a 3.0 USB, tried a couple different USB 3.0 ports, haven't tried a 2.0 yet.

 

Latest drivers, saw that in the install instructions so I updated everything before starting to play.  Also updated all drivers for stations, controllers, the little box, and headset (if they were needed).

 

No extensions or adapters, and only the supplied cables

 

For reference, I am coming from a 4 Sensor Rift setup, that didn't have issues playing 5+ hours at a time during competitions

Vive Staff

Re: Just bought Vive PRO, one controller freezes after 30min, then audio issues

@TurboD16 

 

Unplug everything and through SteamVR, remove all the drivers. Reboot and go through set up again. Make sure you're running as Admin, it almost sounds like it didn't install correctly the first time.

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 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
TurboD16
Settler

Re: Just bought Vive PRO, one controller freezes after 30min, then audio issues

@Synthesis 

Tried it, and same result.  Followed install instructions to the "T" and even measured light houses to exactly 16' 4".

I saved the system report to a file if you would like me to post that.  Its rather long though, as I am sure you know.  

I try to pair the controllers as new but it keeps saying that to do so, I must power it off.  It is powered off, but it keeps flashing in SteamVR, as though it were on with issues.  

If I power off both, the one will keep flashing, the other will go offline.  If I power on the controller that froze with all actions remaining active, it lights up green on the controller, but the one status in Steam VR never stops flashing, and I can't get it to connect as the other side controller.  If I power on  the other controller only, the other side will light up and function normally.  

If I leave both controllers off and try to pair the glitched controller, it will flash blue then say it paired properly, but remain glitched.  It also leaves the one flashing still and the other spot in SteamVR as off, and then I paired the other controller and it paired normal, and SteamVR indicator came on.

TurboD16
Settler

Re: Just bought Vive PRO, one controller freezes after 30min, then audio issues

@Synthesis 

Any updates on this.  getting really tired of freezing midmatch, then having to restart my computer and all equipment...

TurboD16
Settler

Re: Just bought Vive PRO, one controller freezes after 30min, then audio issues

@Synthesis  @EVERYONE@HTC

Any answers here or did I buy a paper weight and you all are too busy counting my $$$? 

You customer service and product has been absolute **bleep** lately, and I am making sure everyone I play online with knows it, and will continue to do so until this issue is solved.

Vive Staff

Re: Just bought Vive PRO, one controller freezes after 30min, then audio issues

@TurboD16 

So the issue is the controller, right? Nothing we've suggested has helped? You're still seeing it freeze and then you're getting audio issues?

The controller and the audio issues aren't related, but I'm happy to help you with both. If you'd like, I'll pay to ship your device here in the USA to test and determine what exactly the problem is. If you would like to do that, please PM me.

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 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
TurboD16
Settler

Re: Just bought Vive PRO, one controller freezes after 30min, then audio issues

@Synthesis 

Hey John,

It seems to only be one controller.  I put a piece of tape on it recently and it is still the only one that freezes.  The other controller hasn't frozen since I marked the 2, so I could tell the difference between which one was having the issue. 

The audio issue only happens when I restart SteamVR.  I shut down both controllers, restart steam, and reconnect both.  it gives me my controller function again, but no audio.  Not sure if it is from restarting steam while glitched or what...

I am fairly certain at this point it is something in that controller.  It tends to happen when striking a note, or firing my gun (when haptic feedback is given).  I don't recall when it has happened while just moving, without the vibrator kicking on.  Hopoefully that note can help.  

I tried everything listed above, and no success, including a complete whipe and reinstall of EVERYTHING but windows.  That is the next step if I absolutely have to, but I don't feel it is a problem with windows.  

I was talking to some of the other competition guys on Onward, and one mentioned he had the problem (why he got rid of his) but if after it happened, he immediately power cycled the box (that connects to USB, wall, video card, and headset) it would come back.  This works somewhat for me.  If I leave it off for a second or 2, everything reloads and works, except audio is tingy.  If I leave it off for 5 seconds or so, it all reloads fine once reconnected.  This has made it only a 15 second delay in game where I am frozen in place and vulnerable, which is still frustrating to me and my team, but far better than being completely down and out for 5+ minutes.  

If what I describe sounds like just a bad controller, I would like to exchange it so I have no downtime.  I compete in Onward, and would hate to have down time.  

Let me know what your thoughts are, and how you would like to proceed.  Thank you

Vive Staff

Re: Just bought Vive PRO, one controller freezes after 30min, then audio issues

@TurboD16 

I sent you a PM regarding the controller. |

As far as the audio issue goes, if I'm understanding it correctly, your audio is fine until you restart SteamVR and then it just cuts out. What are you using as your audio output? Just the Vive Pro headset built in earphones? Speakers? Your own headphones?

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 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
TurboD16
Settler

Re: Just bought Vive PRO, one controller freezes after 30min, then audio issues

@Synthesis 

Correct, audio is great until the controller issue, then after the steamvr restart to try and regain controller function, I lose audio.  I am using the Pro headset as is with its built in headphones.  No aftermarket parts/headphones.

I assume once the controller issue is solved, the audio is more of a result of the issue, albeit odd, and I was hoping it would give some better insight into the possible issues.  

I will respond the the PM as needed.  Thank you

 

Vive Staff

Re: Just bought Vive PRO, one controller freezes after 30min, then audio issues

@TurboD16 

It could just be the SteamVR restart that's causing the audio issue (for whatever reason) and because that's what you're trying to fix your controller, it's coming up as a result. If we can get your controller fixed and it goes away, good, if it doesn't, we can keep troubleshooting.

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 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