Vive Grey screen problem. Really need help. Unplayable after 20ish minutes

Vive Grey screen problem. Really need help. Unplayable after 20ish minutes

So I returned to one of my threads from some months ago to bring up this issue, but I don't know if it's internally flagged as solved or something because I'm not getting any dev responses anymore. I explained my issue in my last few messages here: http://community.viveport.com/t5/Technical-Support/Tracking-issue-with-controllers-Is-this-normal-be...

 

I know there are many threads about this already but I just can't find a solution and I don't know if my best option is some type of RMA, but this is why I would really appreciate some customer support advice.

Wally
Settler

Re: Vive Grey screen problem. Really need help. Unplayable after 20ish minutes

Can you please describe how you set up your cables?

What's your computer like?  What graphics card do you have? What ports are you using on the graphics card?

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Re: Vive Grey screen problem. Really need help. Unplayable after 20ish minutes

@Wally

 

Cable is being drawn up to ceiling then down again via VR hooks that were purchased on Amazon.

Computer Specs:

ASUS Z170 Pro Gaming (I'm aware of the USB problems with this motherboard. I've recently purchased the specific Initeck card the Vive support have recommended to solve problems with this board and it hasn't helped)

I7 6700K

GTX 1060 6GB

16GB DDR4 RAM

Two of the ports are being used on the graphics card. My primary monitor is connecting via a HDMI cable which is converted to DisplayPort on the graphics card end (so, it's occupying the DisplayPort port on the card), and the Vive is connected to the HDMI port. I have a secondary monitor as well but it's connected to the motherboard's VGA port.

Wally
Settler

Re: Vive Grey screen problem. Really need help. Unplayable after 20ish minutes

@MWilliamGoody2303

I have a secondary monitor as well but it's connected to the motherboard's VGA port.


Try disconnecting the cable of your secondary monitor from the back of the VGA port.  

Re: Vive Grey screen problem. Really need help. Unplayable after 20ish minutes

Really? What makes you think this is the culprit?

I'll try it when I can though.

Wally
Settler

Re: Vive Grey screen problem. Really need help. Unplayable after 20ish minutes

You are attempting to use 2 graphics controllers simultaneously when they were not designed to work together.  

To use 2 graphics controllers simultaneously, you would need to have a special GPU designed to handle that like the Nvidia SLI stuff. 

 

If you attempt to use 2 graphics controllers simultaneously, the operating system may get confused and keep switching between the 2.  See https://en.wikipedia.org/wiki/GPU_switching

Re: Vive Grey screen problem. Really need help. Unplayable after 20ish minutes

Wow, I had no idea xD Thanks for the info, I'll look into this when I can.

Vive Staff

Re: Vive Grey screen problem. Really need help. Unplayable after 20ish minutes

@MWilliamGoody2303, Generally speaking, you never want to use onboard graphics alongside dedicated graphics (but there are some weird and rare use cases). Just stick to your dedicated GPU

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

Re: Vive Grey screen problem. Really need help. Unplayable after 20ish minutes

 @Wally

Thanks for the suggestion but it hasn't helped.

 

@VibrantNebula

Hi, thank you for responding to this thread. I would really like some input on this as I'm absolutely certain this is a temperature issue which is the same conclusion many others came to in the other massive thread on this issue. I live in the UK where we don't typically have air conditioning in our homes so I don't have a permanent solution here, but there are a few points of evidence I want to note here:

1.) This has only been an ongoing issue since summer started. Before then I never had this issue once.

2.) Last night at 2:00 - 4:00AM it was noticably colder so I played VR games continiously for 1 - 2 hours with absolutely no issue. This is the first time I've had no issue since I first started having the problem.

3.) If I wait until I get the problem and then stick my face (while wearing the headset) straight in front of my fan on full blast the issue goes away entirely, and will then start reappearing after a few minutes. This isn't a solution though as I can't be sticking my head in front of my fan every 3 minutes when playing.

 

I've tried getting into contact with Synthesis, the other Vive Staff member who helped me with other issues in the past but he hasn't responded to my PM yet. I'm starting to get the impression - like some others that I've seen - that there's a heat defect with at least some of the Vive's that have been manufactured and HTC are being silent about it. I want to make it clear that in it's current state my Vive is 100% not working acceptably. On an average day I can't play for more than 30 minutes which I think many would consider to be unusable, and something needs to be done.

I would very much appreciate any type of help you could give as I've been researching this issue for months and nothing has helped.

Wally
Settler

Re: Vive Grey screen problem. Really need help. Unplayable after 20ish minutes

 @Wally

Thanks for the suggestion but it hasn't helped.

 

@VibrantNebula

Hi, thank you for responding to this thread. I would really like some input on this as I'm absolutely certain this is a temperature issue which is the same conclusion many others came to in the other massive thread on this issue. I live in the UK where we don't typically have air conditioning in our homes so I don't have a permanent solution here, but there are a few points of evidence I want to note here:

1.) This has only been an ongoing issue since summer started. Before then I never had this issue once.

 

 


@MWilliamGoody2303  Sorry to hear that it wasn't as simple as unplugging that cable. :(  Anyway, if your assumption is correct, and if it's the temperature that is affecting your vive, then you need to be controlling the temperature of the play area. Keeping it below, say 25 C, would probably be a good idea.  

 

I think there are 2 things you may need to consider.

1. Is it an internal heat issue?  Like overheating components?

or 2. Is it the heatwaves interfering with the beams that the base stations are projecting?   Light passing through warmer air would likely get redirected in unintended ways as far as tracking is concerned.  I would think that is probably why the tracking is affecting.

Re: Vive Grey screen problem. Really need help. Unplayable after 20ish minutes

@Wally

Well, The fact that putting the headset infront of a fan temporarily fixes the problem indicated to me that it's the headset itself that's the problem, unless I'm missing something? I might be missing something.

As for cooling down the room, I'm doing all I can think of which is to create an airflow by opening my bedroom window, the bathroom window at the other side of the house, and positioning my fan so that it blows through my bedroom window through to the bathroom. I can't really think of what else to do to be honest. As I mentioned previously I have no air conditioning in the house and I really can't fork out all the money to get AC installed (plus the expenses to keep it running) just so my Vive stops malfunctioning.

 

As a side note, I can't belive I'm yet to get a proper response from any Vive Staff. This thread wasn't the first time I made mention of this and the only time I heard from any Vive Staff was when @VibrantNebula briefly chimed in to back up your comment about not using the motherboard graphics earlier. Am I talking to a wall here? My Vive hasn't been functioning properly for months. This isn't some small issue that I can live through. I literally can't play past the 30-or-so minute mark which is not liveable in any way. I don't know whether I should contact HTC through Direct chat or whatever it is to request an RMA or something. But this is why I'm here trying to get some staff help; I don't know if an RMA is the best route. I've been trying to avoid sounding like an irritating customer but I've spent £599 on something I can't use properly and I'm not even getting customer support help for it. Seriously guys, can I get some kind of help here, even if it's just to recommend some type of RMA?