jagibson

@Zephroth Thanks for your feedback. I understand your frustration. We are here to help, and these forums are are here to foster healthy discussion. However, I do want to make this clear: - You have been bumping old threads and hijacking current threads. You have been warned about this once, this is against the forum rules. - Our products have a 1 year warranty (or 2 years depending on your region). This is standard practice in consumer products. Repairs are possible after the warranty period however there will be an out of warranty charge associated with this. If you would like your item repaired, please contact our customer support team. I will follow up with a PM with a request for additional information from you. For everyone else experiencing issues with their equipment: please contact your regional support team. If the item is in warranty and the symptom falls within the warranty criteria, your item will be repaired via RMA. If the item is outside of the 1 year warranty period (or 2 year where applicable), then an out of warranty fee will apply to the repair. Kind Regards, John

Hi @Scottyg Take a look at the thread linked below and see if your NVIDIA GPU is actually outputting to the USB C port (it may be hard set to output to HDMI only based on the specs I saw on Amazon). Thread Thanks! JohnG

Hi @dxter77 Before we look at the cable, I suspect the GPU (I assume it's NVIDIA 1060 or similar correct?) may not be mapped to output to the display port on the laptop, this can be confirmed by running the NVIDIA control panel and looking at the PhysX settings in 3D settings. That should tell you which GPU (integrated vs. dedicated) is mapped to output to which physical port. If it doesn't show that the dedicated (NVIDIA) GPU is outputting to the display port then unfortunately you will not be successful in running the Vive via your display port. Have a look and let us know what it tells you. Thanks! JohnG

Hello , Can you PM me the repair ticket number so that I may investigate? Thank you, JohnG

That's great news. Shoot me a PM with your shipping information and I will make arrangements to have a replacement cable sent to you. Thanks!

Please try the USBA-USBA cable that normally plugs in from the linkbox to the PC with your battery/adapter and see if you get different results. Let us know if anything changes for the better and I can make arrangements to get you a different cable. Thanks!

Are you seeing something similar to these steps? https://www.vive.com/eu/support/accessory/category_howto/updating-vive-wireless-app.html Is it failing when press “Install update” or are you not seeing that option? Can you post a screenshot when you have a moment? Thanks!

Hi Can you provide me with the current logs post update going to Start-->Vive Wireless Folder--> Wireless System Info-->Collect Log & Collect System Info and send me the logs via PM. I would like to send it to our engineering team with your symptoms to determine best course of action. Thank you for your time, sorry the update failed. It could be simply reinstalling the drivers does the trick but I would like to get the guidance from our engineering team first. Thank you, JohnG

if you require assistance, with your base stations or anything else, please let us know. Otherwise please don't hijack threads unnecessarily.

Thank you for your message. I understand your frustration. We don't have anything new to add to this while our teams investigate and test. Please refer to the original post above. Thank you. JohnG

Hi All, Thank you to everyone that submitted the info I requested earlier. I wanted to send a quick note that all configurations are being examined by our engineering team and partners. As soon as I have an update I will post here. Thank you, JohnG

All, Please check your PMs. I have included instructions with what information to compile. Please email the address listed in the PM. If I somehow missed you or you didn't receive a PM from me please let me know. Thanks for your posts. I am notifying my engineering teams. I have not PMd you as you and I have been in touch via email already. Thank you, John

Please reach out to our chat teams to file an RMA for your red blinking light base station issue. They can be contacted here for your respective regions: Regional Chat Support Click the "Contact Us" envelope for chat acces. Thank you, John

Hi All, I'll be sending out information requests individually to you over the weekend. We are investigating with our partners to identify the issue, we are eager to get this up and running for you. Thank you for sharing what you have so far. Be on the lookout for private messages from me directing you on next steps. Thanks again,

Hello , Can you post your computer specs (make and model or if home built motherboard make and model, ram, gpu, OS)? Curious if the installer during the download phase placed a DisplayLink folder here: C:\Program Files\VIVE Wireless\DisplayLink for you? If so can you run the MSI file and select repair and let me know if that changes the behavior for you? Thank you,

I'm not sure I know what issue you are referring to but I certainly would like to know more about it so I can understand where the failing occured. I understand that the issue has been resolved but it doesn't sound like your concerns were addressed so please do let me know. In the meantime I would like to focus this thread on 's issue, feel free to PM me with any specifics that I may research. Thanks!

Hi I've looked up your tickets. I will notify our repair center leadership regarding the new symptoms. Shipping labels issuance is a 48 hour turn around time by default, I realize it's not perfect and we are looking at ways to improve these items. In the meantime, I Xed out your ticket and name for privacy purposes. I will email you separately to follow this repair on your behalf. Thank you, JohnG

Hello Please send me a PM with your repair ticket and the serial to the affected base station. I would like to investigate this further for you to get this resolved. Thank you,

Please send me a PM with your order number, name, and billing zip code so that I can investigate. Note that I can only look up North America and EU orders. Link to PM is below. Thanks! JohnG

Check your spam for the shipping and confirmation email. If you still can't locate it send me your order number via private message and I will follow up tomorrow (US West coast time)

All, I have reopened the thread to new replies. I believe in open dialog and want it to continue. This thread is being monitored. I ask for your trust that as soon as I have more information I will update this thread and elsewhere where necessary. At this time, my most recent update still stands: we are trying to reproduce across several units. Once testing is complete and full reports are available I will share what I am able. In the spirit of dialog I also request that we all extend respect for the teams that monitor these boards. We work hard on a number of issues and our number one reason for being is to serve as advocates for our customers and that will never change. We are a small passionate team and we push to get resolution for our customers. Thank you again for letting us work with you and being a part of the Vive family. Thank you, John

All and others: - Our engineering teams have received the HMDs that were captured. They are running through and attempting to reproduce the symptoms described in this thread. - At first test the symptoms did not show under normal circumstances. They have to simulate conditions as described here and in a controlled manner and account for a variety of variables. This not a simple 5 minute or one hour test, especially if the symptom does not manifest immediately. - The process for any kind of testing requires to be able to reproduce, and since we are only working with a single component (the HMDs that were sent in) in a completely different location, under completely different computing environments, again, these variables need to be accounted for. Where do we stand today: All samples are being tested. Our engineers also have other duties that they need to adhere to so everythign needs to be scheduled and conducted properly. These are being looked at and due dilligence is being performed to a) reproduce the symptom and b) confirm a cause. Our teams have not uncovered nor reproduced the symptoms for this yet, they will continue to work to do so. In the meantime, I will request that this thread be locked for a small period until which time I have additional news to report. I wish I had more to report but all I can say is that this is still being actively pursued. Thank you, John

All, I'm sorry for the delay, I'm still waiting for feedback. Some HMDs have been sent and others are in transit for testing/inspection. As soon as I get more substantial updates I will post. Thank you, John

Thank you for your comments. I may have missed it in the thread, were you experiencing the same issues as well? To address your comment, yes, we are investigating this still and making sure all due dilligence is applied. If you have issues not related to this, please feel free to start your own thread and we will assist. If you are experiencing these same symptoms, then please get in touch with me. Thanks! John

Hi everyone! I want to thank everyone for your input so far and to those we have worked with individually, many thanks. I wanted to update with the current status of our efforts: We are working with individuals on this thread and else where to have their HMDs sent in to our engineering teams for diagnostic testing. As you can imagine due to geographical variance and shipping time, this process will require a little bit of time for logistical processing. Once these units are received they will undergo testing. At this point, I can't really speculate on cause. I don't doubt the symptoms you are experiencing and hope that through testing our teams are able to isolate and identify their root cause. Thank you again for your contributions, I hope to provide feedback when I am I able to once testing is concluded. Thank you, John