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jagibson

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Posts posted by jagibson

    flashing grey screen

    in VIVE & VIVE Pro

    Posted

     

     

    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.

     

      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.

     

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

     

      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

     

     

     

     

     

    flashing grey screen

    in VIVE & VIVE Pro

    Posted

     

    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

    flashing grey screen

    in VIVE & VIVE Pro

    Posted

    Thank you to those that have responded to the information requests.  I'm putting all of the responses together and will follow up with next steps.  If others experiencing similar issues have not yet posted the info request, please do so!

     

    Thank you,

     

    John

    flashing grey screen

    in VIVE & VIVE Pro

    Posted

    Hello everyone,

     

    Thank you for all of the information you have provided in this thread.  Flashing grey screens can be caused by a multitude of factors (both software and/or hardware).  Heat is not something that we have encountered before as a cause for problems however I'm not ruling it out, I have requested info on standard or recommended operating temperatures

     

    For those of you experiencing the flashing grey can you capture as much of the below and post back when you are able?  We will be reaching out individually for troubleshooting and additional information gathering.  As you might imagine, everyone's computing environment is vastly different and we just want to make sure we are accounting for everything accurately. 

     

    HMD Serial and date of purchase:

     

    Grey Screen: does  it flicker or stay solid grey?

     

    When problem began (more or less):

     

    Your location:

     

    OS Version: please provide actual version (build etc) by typing "winver" in the run command

     

    Computer Make/Model or Motherboard if homebuilt:

     

    RAM:

     

    Networking or other cards plugged in to motherboard: 

     

    Graphics Card:  make/model any addtional built in graphics as well. Current driver version.

     

    General Computing Environment and Set up: i.e. 2 montiors via DP, USB hub, printers plugged in, UPS  etc.

     

    Steam Version: beta or public release

     

    VR Home Beta enabled/disabled:

     

    Viveport installed/not installed: state which version if installed by going to Settings

     

    Oculus or revive or other VR environment installed:  please state as applicable, any development environments you may be running as well.

     

    Photo of the room your vive is in: If you can it would be good for us to see how the physical layout of the room your vive is in is set up. You can post publicly if you wish or send via PM to myself or  or .

     

    As your responses come in we will reach out individually to have you email us your SteamVR logs as well (easier to digest as an email attachment).  

     

    Thank you for everything you have shared so far, we are looking forward to working with you on this issue and appreciate your patience as we sift through all of the info.

     

    Thank you!

     

    John

     

    Vive store currency is wrong

    in VIVE & VIVE Pro

    Posted

    Can you try logging out of both the vive software on the desktop and the viveport website? Reboot your machine afterwards and then log in first to the Vive Software.  Then log in to viveport.com and view your account there.  Let me know if they both report the same thing.

     

    Do you use a vpn on that machine?

     

    Thanks and sorry for the 20 questions.  

     

     

    Vive store currency is wrong

    in VIVE & VIVE Pro

    Posted

    Thank you 

     

    Can you try clearning your cache and browser cookies on your browser.  Exit your browser/relaunch and sign in to Vivport.com and view your account settings there.  Let me know if it refreshes the location.

     

    Thanks,

     

    John

    BSOD when plugging in Vive

    in VIVE & VIVE Pro

    Posted

     Edit: Before doing this, just let me know what options you have for USB in the BIOS. I just realized that your board may not have any USB besides 3.0/3.1  (i.e. no USB 2)

     

    My first objective is to narrow down the USB 3/3.1 ports on the USB causing the BSOD when plugging in the Vive. This has occured in the past with other Asus motherboards.

    Thanks, John

     

    If you are able to get into the BIOS, try disabling the USB 3.0/3.1 ports (make sure your Vive is unplugged from the PC).

    Does it allow you to boot back in to Windows?

    Let me know when you can.

     

    BSOD when plugging in Vive

    in VIVE & VIVE Pro

    Posted

    Thanks 

     

    We have another case with the same behavior and it happens to also be the same motherboard.  I'm not stating that this is a cause, but just noting the similarity and the only other case I've seen with these types of symptoms.  We have had challenges with a handful of Asus motherboards in the past, specifically their USB controllers as well as their motherboard utility tools such as their ASMedia USB software suite, which is why I was asking about possible utilities installed.

    I will investigate some mroe and respond back, I may not have an update today but will let you know either way.

    In the meantime, if you do get a chance to get Windows up and running let me know some of the info when you have a moment, as well as the MB bios version.

     

    Thank you,

     

    John

    BSOD when plugging in Vive

    in VIVE & VIVE Pro

    Posted

    Thanks.  I'm jealous of the RAM :smileyhappy:

     

    Can you also send me the Windows version and build by typing winver in run.exe?

    Let me cross reference your set up against other cases and I'll reply with more info shortly.

    I suspect something on the USB side of things but naturally having you attempt to plug things in at this stage with the risk of a BSOD frying your install is not a scalable solution nor a proper experience for you.

     

    I'm assuming you've been able to restore your Windows install at this point?  If so can you also share any motherboard and other utilities that you run?

     

    Are you located in the US?

     

    Thanks again, please stand by while I look into a few things.

     

    John

    BSOD when plugging in Vive

    in VIVE & VIVE Pro

    Posted

    Hi 

    I'm sorry for your troubles.  Can you confirm at which point the blue screen occured in the process? Was it when you plugged in the Vive to the PC?

     

    Can you also provide some info on your system? Make/model/graphics/RAM  etc.

     

    Thank you,

    John

     

     

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