Synthesis

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Is your NVIDIA driver fully up-to-date? I'd check that first. Also, if you don't need mirrored audio, try disabling that and seeing if it helps. Thank you, -Jack S

Please reach out to customerservice@viveport.com for support on this issue. Thank you, -Jack S

First thing: unplug Vive Pro. Reboot PC. Plug Vive Pro back in. If it doesn't detect it. Check the SteamVR settings and look for the drivers and see if the microphone is greyed out. If it is, remove all drivers and go through the set up process again. It's possible one of them didn't take. Make sure you run all the software as an administrator so you can actualy write changes to your disk. Thank you, -Jack S

"Reach out to Live Chat at www.vive.com/us/support/contactus and tell them you need a replacement cable." ...is what I would normally say, but currently we're in the middle of an inventory move, so it'll be quicker if you just PM me. I'll need your HMD serial number and if you have a picture of the chewed cord, send that too. Thank you, -Jack S

Glad we could help. Let us know if there's anything else we can do. Thank you, -Jack S

I sent you a PM about this. Thank you, -Jack S

Could you create a SteamVR system report on this PC and send it to me? PM me with a link to the attachment or pastebin. Thank you, -Jack S

We don't sell spare parts. The parts are either manufactured by us or purchased in bulk from suppliers. It could be as simple as loose pins or something like that. I just don't know without having it with me. The service center would run a proprietary diagnostic tool and then depending on what their assessment is, open it up and visuall inspect the device. Then repairs would be done, depending on the needs of the unit. It might mean reflashing the firmware or replacing one of the chips or maybe removing the old antenna assembly and attaching a new one. It really depends on where the failure is, which is pretty hard to determine without the diagnostic tool and expert inspection. Thank you, -Jack S

That is very odd. Unpairall should have worked, but perhaps there's something wrong with the antenna or maybe the firmware chip? I'd need to look at it in person to be sure. As for what kind of repair it is, that depends on the issue which I simply can only speculate on right now as I don't have it in front of me. As far as the actual cost, there are two possibilities: Either you're within the warranty period (1 year from purchase, typically) and the device is still covered (no major physical or liquid damage) then the repair will be carried out under the warranty at no additional cost to you. If not, the service center will assess a fee for repair and offer you a quotation between 105-135$USD depending on the scope of the process (basically, repair components or replace unit in whole) Edit: Beyond the warranty period, devices are not eligible for RMA repair. Thank you, -Jack S

I'm sorry you've had this experience. I would like to help you if I can. It sounds like you never received a replacement 3-in-1 cable for the Wireless Adapter. If that's the case (or even if it isn't) please PM me with your contact details (including your RMA ticket number) and let me know what the current status is. I'll review and if there's something I can send you or expedite, I'll push it through for you. Thank you, -Jack S

Did you tell them you just needed to get the card repaired? They should be able to do that. Thanks, -Jack S

Very interesting. Thank you for that! -Jack S

Let me know if that works, if not, the controller might need to be repaired. Thank you, -Jack S

I've copied the specs for ease of comparison: Operating System Windows 10 Home Processor Intel® Core™ i7-7700 processor Quad-core 3.60 GHz Graphics NVIDIA® GeForce® GTX 1060 with 3 GB dedicated memory Memory 16 GB, DDR4 SDRAM Storage 2 TB HDD These are our official requirements: Recommended Minimum Computer Specs Graphics*: NVIDIA® GeForce® GTX 1060 or AMD Radeon™ RX 480, equivalent or better. Processor: Intel® Core™ i5-4590 or AMD FX™ 8350, equivalent or better Memory: 4 GB RAM or more Video out: HDMI 1.4, DisplayPort 1.2 or newer USB ports: 1x USB 2.0 or better port Operating system: Windows® 7 SP1, Windows® 8.1 or later, Windows® 10 Based on that rough comparison, you should be good. You're meeting the minimums and exceeding in some places. I hope that helps. -Jack S @

Send me a PM with your details and I'll see what I can do for you. Thank you, -Jack S

If you do go back to the previous build and that improves the situation, please let us know. Thank you, -Jack S

Hi there. Aside from buying a new card, you could also contact our support at www.vive.com/eu/support/livesupport Keep in mind that liquid damage is not covered by the warranty, so you will likely have to pay a repair fee for that card. Does that answer your question? Thank you, -Jack S

I've sent you a PM regarding this. The short story is that the facility which normally would just "put an adapter in a box" is closing and shipping all their stock to another facility which will be taking over their duties, however, there have been issues with that process so the situation is that everything is stuck as freight until that is resolved and cannot be reached by anyone. We have an alternate process in place. Thank you, -Jack S

Hi there, thank you for reaching out to us. I've read through your message and started looking into the issue. There's a couple different elements at play here and I want to make sure I fully understand what you're referring to. SteamVR works normally until you try to start Stand Out or AnimVR? Do other games work normally? When did this start happening? Thank you, -Jack S

It may very well be the cable. Unfortunately, HDCP is a copy protection method (that unfortunately doesn't work very well) that's built into HDMI, DisplayPort and other cable standards. It can't be disabled. Are you able to get other devices to work through that port? Thanks, -John C

Sounds like one of the rotors failed. You should contact www.vive.com/us/support/contactus Use the Live Chat option for fastest results. Thank you, -John C

Sorry for the delayed response: I spent some time researching this and trying to find out if we've come across this before or if anyone has any idea why it's happening. There's something we might have overlooked. Is it possible that your headset cable is getting tugged on and disconnected during play? That would also throw a display error. I was thinking this was a software/driver issue but you've addressed almost all of the possibilities by now. Thank you, -John C

Hi Martin, Can you tell me more about what's going on? When did this start to happen? Do you get an error message? Is your PC currently connected to the internet? Thank you, -John C

[NvAPI] HDCP EVENT: LINK LOST I think is where it's happening. NvAPI is the NVIDIA API, so I'm thinking it might be a driver issue. If you're updated to the current version, try rolling it back or reinstalling. If you're not on the current version, update to the current version. It might be worth just entirely reinstalling the NVIDIA software and updating from there. Thank you, -John C