AmazingTechVR

I fixed it by selling off my VP2. Good luck.

A lot of people have issues with ghost images, vertical or horizontal lines. It's a common thing that happens, if you get it again and you probably will then leave it on for a few hours and move the HMD around, eventually those lines fade away. Honestly it's such a bad defect. I had to change my Vive Pro 2 and it fixed ALL the issues I had in this massive thread... I have now just sold my Vive Pro 2 and unsintalled the Vive software. I went from Vive to Vive Pro 2, but that was the last of HTC for me.

I had 2 emails from support stating they will action the refund and this email too... VIVE eStore <estore@vive.com> Tue 14/12/2021 03:03 Dear , Sorry you didn't get an ideal VR experience with VIVE. We have generated a refund for your order #(VPA00....) Note that if you haven't request it, this refund might be due to a failure to deliver your shipment. Please allow 5-7 business days for your refund to appear in your account. Order's Reference number: VPA00.... Order Date: May 12, 2021 Items Qty Price Subtotal £719.00 Shipping Fee £0.00 Handling Fee £0.00 Discount (VCON-######) -£60.00 Grand Total (Incl. Tax) £659.00 Vive Pro 2 Headset Pre Order 1 £719.00

Dec 14, 2021, 22:27 GMT+8 Dear , Good Day, Thank you for contacting HTC Vive Support. We do understand your situation and frustration and apology for any inconvenience that has happened. Please note that we have received a feedback that we tried to issue the refund from our end, however the system refused as the order exceeded the refund time limit and the only available option to get the refund is through PayPal. So please try to contact PayPal to request the refund from them. Kindly also note that unfortunately, we will not be able to proceed with the replacement option. However, if you want, you can place a new order for the headset. At the moment, we do not have offers for the Vive Pro2 headset, however you can check our Christmas offers for some of our products from this link: https://www.vive.com/uk/promo-2021-christmas/ Best regards, VIVE Technical Support

@C.T. I received 3 emails from HTC support stating I will get a refund, the official email stating 5-7 working days. I have now been told that I cannot get a refund because it has exceeded the timeframe. I also cannot get a replacement. I was told to open a claim with PayPal, but that has exceeded the 180 day timeframe from the original pre-order date back in May. HTC said they cannot refund me, cannot replace the item and PayPal cannot refund me. HTC has already claimed the loss from UPS when it was lost in transit somewhere in Romania. HTC owes me £659 This is the last thing I needed after all of this. Can someone please get someone senior at HTC to assist with this complete mess?

I was told I was going to get a refund and now I've been told I cannot get a refund... fking HTC... off to PayPal to claim it.

@C.T. UPDATE: As there are no alternative VR headsets with 5K at this price range, I found 4 HTC Vive Pro 2's on Ebay. The seller got them for his business, but only 2 were used. I received 1 today, still fresh new smell, no hair or dust on it and stickers on the lenses. It didn't seem used at all. After plugging it in. ALL of my issues have gone. The cameras are working, no dead pixels, no audio buzzing, no display glitches, no ghosting. Every single problem gone. All HTC had to do was send me a NEW replacement and not a dusty refurb one off their shelf. This proves all along, my 1st headset was definitely faulty with display ghosting & glitches/audio buzzing/cameras not working. Then the "new" replacement they sent me from repairs (covered in dust/hair) was a refurb and cameras were not working/dead pixel etc. The bonus is, I got this £200 cheaper and it's working perfectly.

All the issues I had with the Vive Pro 2 over 6 months... put yourself in my shoes having to do all of this troubleshooting, back and forth. This is just absurd.

What an absolute shit show this has been. 6 months of troubleshooting and 4 returns for my Vive Pro 2 to the repair centre... then it was lost. Nobody would just replace it with a new working Vive Pro 2. What did I get out of this? My money back and now I'm left with other HTC equipment that I cannot use. Email from support... I'm getting a refund. I have my Vive Wireless, 4x basestations, 2 Index controllers and vrtube gunstock, all of which I have no VR headset for. Why could nobody have just sent me a new replacement? I wasted 6 months on this. Sorry you didn't get an ideal VR experience with VIVE. We have generated a refund for your order #(VPA00.....) Note that if you haven't request it, this refund might be due to a failure to deliver your shipment. Please allow 5-7 business days for your refund to appear in your account. Order's Reference number: VPA00.... Order Date: May 12, 2021

I thought I would refresh the UPS tracking page. It seems HTC's claim to UPS has been approved, that confirms it hasn't been found. Not heard back from support yet via email. Do I get a brand new one in a commercial box? Not from a dusty shelf in HTC Romania repair centre? Or do we just refund after all of this effort?

Hi @C.T. Support are telling me via email that I need to wait until they can locate the lost Vive Pro 2. I have replied to them via email and requesting a full refund. I am not going to wait for this any longer, it has been 6 months trying to get a working Vive Pro 2. I wish to request a full refund for what I purchased in June. I have been extremely patient, now my Vive Pro 2 has been lost because it was sent back a FOURTH time to Romania. I have spent many months troubleshooting, reinstalling Windows/SteamVR/Vive Console, checking settings on different PCs. I will not be bothering with HTC devices again in the future. Thank you.

As this is the 4th time sending this HTC Vive Pro 2 back to Romania, can someone please send me a NEW Vive Pro 2? I have been dealing with lots of problems with this headset since June. That is 6 months with something not working correctly. I would like a new one sent to me in a sealed, commercial box... not from HTC Romania repairs in bubble wrap with hair & dust all over it please. A new one as if I just purchased it back in June in a proper box. I think this is the least HTC can do for me now after dealing with this for 6 months.

@C.T. Well, there goes my Vive Pro 2. I thought it was taking longer than expected. I just refreshed the UPS page and found this. This is the 4th time it went back to HTC Romania, each time I crossed fingers it would reach its destination. Looks like we have a lost Vive Pro 2, that will make someone's Christmas very special.

oops I lied, not delivered yet. That was the old reference number I tracked when it came back to me. Sitll in transit somewhere between UK and Romania.

UPS have delivered the VIve Pro 2 today at HTC Romania for the 4th time. Three things I wrote on the letter and placed it in the box, hopefully they will observe and remedy... 1/ Pass-through cameras are not working within Steam VR, but they work via 3rd party software. HTC forum staff had to send me a testconfig.json file to make the cameras work. 2/ The System button on the side of the headset, single press shows SteamVR library. Double press doesn’t show Room View. It will only show room view if I use the controller and select the room view icon in SteamVR. When I have done this, the double press on the headset works. 3/ There is a bright green stuck / dead pixel in the right display. It’s in the bottom left corner towards the nose.

This is why I assumed it was a refurbished panel and not a brand new one. For some reason I was expecting a commercial box, sealed with everything inside. The firmware/calibration for cameras didn't work in 2 different PCs or a fresh Win 10 install (I have spare SSDs) and the fact it came in a bubble wrap with hair and dust on the foam padding like someone had worn it. We will see what occurs after this 4th repair. Thanks.

Thanks. Not really a laughing matter anymore, I thought that was a weird post considering they were a mod. I've not experienced a device or anything going back for so many fixes. UPS collecting my Vive Pro 2 for a 4th time, should be later today. This replacement has a few things to be checked... 1/ Check camera calibration. Camera wouldn't work on 2 PCs or clean Win 10 install until you gave me the test config file. 2/ Check system button in the headset, double press doesn't really do what it should 3/ Bright green dead / stuck pixel on right display, down towards the nose. All I ask for is a fully working device and I will be happy.

That doesn't make any sense, it's obvious the profile is wrong if the bottom of the camera is showing at the top? Sorry for not finding this funny, I have spent 6 months on troubleshooting the Vive Pro 2 since release day. The other issue, when I single press the system button on the HMD, SteamVR library is appears, great. However, when I double press it, the cameras/room view should turn on, but it doesn't. If I double press it again, the cameras/room view should turn off. The double press does nothing. After playing with this some more, I sort of got this working, but not 100%. In SteamVR, if I press the Room View icon with my controller in the dock, then the camera/room view turns on. I can then press the System menu on my controller to hide the Steam library and still see the room view. I can now double press the button and the camera turns / off, so it sort of works. If I single press the button on the HMD, the SteamVR library appears, but gets stuck with room view still behind. Single press or double press doesn't do anything. I have to use the controller to close it again on the SteamVR dock icon. Something is not right, I know how this should work as I had the OG Vive and it worked flawlessly. It was very easy to go in and out of room view using the button on the HMD. I know you're a forum mod, but you've only got 11 posts here on the forums so you might not know the full story about my journey with the Vive Pro 2 headset. I had to RMA my 1st Vive Pro 2 over 5 months back to HTC Romania 3 times, each time it was a gamble if it was better or worse. It came back not working at all, it came back with most issues fixed. In the end, I had to have a replacement, which was covered in dust and a hair (I was told it's new). Then for 2 months I was trying to figure out why my pass-through cameras were not working. A fresh clean Windows 10 install, a separate computer and the cameras still would not work with this replacement Vive Pro 2. Only until CT emailed me a copy of the testconfig.json. Comparing that test file and my original file, I was missing basically all coding to do with the cameras. So I had no chance of getting these working myself. If you see on the previous page to see the comparison. I would hope a completely different PC which has never had VR on it before would have installed the correct config files. I was told by CT that my cameras might look a little strange purely because this is a test config file and not calibrated for my Vive Pro 2. So here we are, 2 months later cameras are now turning on, but I'm being told by HTC Staff and a Forum Moderator that it's normal for the botton part of the camera to be showing at the top. If you excuse my ignorance, I can't exactly believe this is to be right. You can understand 6 months of troubleshooting so many issues, the frustration has mounted up. I have been extremely patient and not agressive to anyone, as some customers can become quite irrate if something isn't working. It is obscene to expect customers to spend 6 months troubleshooting and in the support email I am being asked to return the headset for a 4th time. I asked for the last replacement to be new, not a refurb, but I am being told it was new. I've had nobody appologising for all of this trouble and inconvenience. Here is the list of all the problems I had since release day...

The bottom of the camera is at the top? That's normal? Why? How come support via email aren't telling me the same?

I have both... OG Vive was stupidly bright, very very high actually and almost hurt the eyes. Putting on the VP2 and it's definitely more dull, but the blacks are a little washed out. Remember it's not OLED, but for me, I can say the blacks are good enough with these LCD panels. Very difficult to guage these headsets without side-by-side comparison. If I were you, have a go at turning off auto brightness.

Note down the Serial Number where the cable plugs into the headset. Take photos before and after every time. Is this HTC Romania? They cause quite a few issues for HTC. I had to RMA 3 times, possibly a 4th happening if they can't fix my cameras. Nearly all issues are fixed, but saying this, I shouldn't have had any issues to start with. Good luck.

Here is how it looks still, as expected and as you stated the camera may look wrong until Support can give a calibrated config file. The bottom of the camera is showing at the top, which then leaves a cutout at the bottom.

Hi @C.T. I unsintalled SteamVR Then after I did that, I deleted the entire config folder, as that contained vrsettings and lighthouse settings. Uninstalling SteamVR did not remove this automatically and remained. C:\Program Files (x86)\Steam\config I opened Steam again and my window had defaulted to a small position, I also had to do the room setup again so I knew it had reset it. Turned on my Vive Pro 2 and lighthouses. My cameras stopped working. So I loaded your testconfig.json file again as previously instructed. As you stated, this needs calibrating, but if it's a new Vive Pro 2, why is it no calibrated out of the box? If I am sending this replacement, can a new one Evidence of my reinstall as email Support have told me twice to clean reinstall. I'm not opening the PC up again and installing the SSD with a clean Windows 10 install again, as I have already done this. Camera test = Camera Communication Failed. I am now going to reload your testconfig.json to get my cameras working again until Support can help with a calibrated config file.

A 4th RMA? I've had a 2nd Support person replying to me, telling me the problem is my issue and I just need to do a full reinstall on a clean Windows 10 installation. I actually did this with a spare SSD before and tried this on a different PC. Nothing I did would get it working, until you gave me your testconfig.json file and suddenly they came to life.

Hi @C.T. Are you able to escalate this at all please? Since you sent me the testconfig.json, it has got my cameras working again after 2 months. That was 10 days ago. As you stated, it's only a test and so it will look strange. I have just been asked by HTC Support via email, if I have reinstalled the VR software. Yes, yes I have done this lots of times, also providing lots of SteamVR and Vive Console reports. This has been going on since 5 months when I had lots of problems with the original Vive Pro 2 and sending it back 3 times to HTC repairs in Romania, then being sent a refurb panel as a replacement, not a new one. I have given all information to HTC Support, a link to this thread, the photos and screenshots. I'm getting asked the basic things again. After spending over 5 months troubleshooting a device that was faulty, now with a refurb device. The audio buzzing, the red/green vertical lines, scanlines, black screens, ghost/stuck images on the display, nearly all of this was fixed... but the pass-through cameras are the last issue. Anyone else would have said they just want a refund and give up. As stated, I like the Vive Pro 2 when it works, but this amount of troubleshooting and still being asked basic questions, it is becoming too much. I hope you can help me. I just want a working headset. Thankyou.