[SteamVR room setup does not detect the devices.]

@Pieter Moller

Unfortunately, the Quadro M2000 is quite a bit below the minimum requirements for Vive (NVIDIA 970). Quite simply, it's not going to be able to support any Vive hardware or VR content. Furthermore, you cannot use a displayport to HDMI adapter for VR. It will not work. You can use displayport to minidisplayport if needed, but you can't change standards from DP to HDMI. That's probably the reason you're not able to detect the hardware.

Thank you,

-Jack S

[My Vive broke and HTC is not responding to my support ticket]

@viveuser1982

Thanks for letting us know. Just to clarify, our operating hours and support hours for the US and CA are 7am-6pm PST 7 Days a Week. Can you please tell me where you went to get support for Vive? www.vive.com/support/contactus is generally what we recommend for the fastest response.

Did you contact live chat? If you sent an email, can you please tell us what email address you sent it to?

Thank you,
-Jack S

[Lighthouse bricked after firmware update]

@moonowen

Hi, thanks for asking here. It's not a firmware issue, it's a hardware issue. The firmware update changes the detection threshold for rotor speed, meaning that it now more accurately catches failing rotors. Are these new base stations or unused for a while? There shouldn't be any recent updates for 1.0 base stations that have been in use.

We can get them repaired under warranty, though. Please send me a PM.

-Jack S

[cannot get my VIVE to work---USB and HDMI will not connect]

@Heleno
Can you please tell us what you have tried so far, what error messages you've received and what changes you've made to your system lately? We need more information.

@MDC1961
I saw your PM and replied.

Thank you,

-Jack S

[Base Station update problems]

@DLT

So it sounds like one of your base stations just won't power on at all now? No lights, just dead? You'll probably need to RMA it for repair, but first check and see if it's the power adapter that died rather than the base station itself. Swap it out with the one that works and see if it changes. What type of base station do you have?

Thank you,

-Jack S

 

[Base Station]

Hi @Zhaine

Sorry for the delayed response. The holiday season is usually very busy for most of us and sometimes it can take longer than average to reply to posts. B and C channels are what you want for standard wireless use. However, if you're having trouble with the C channel, you could use the sync cable and switch over to A and B channel. This configuration will only work with the sync cable connected.

I would check the power adapters too. Swap them and see if the behavior follows the power adapter. It might be that something is going bad in your setup.

Thanks,

-Jack S

[Vive Pro + Wireless adapter: screen goes dark]

@Krogenit

Those systems are almost identical. The motherboard is actually the same, aside from the branding and some minor details. In my experience, the issue does seem to be related to the PC hardware, though it's been very difficult to determine exactly how it happens. It doesn't seem to be related to the adapter itself, from what I've seen. If I were to take that adapter and set it up on one of our wireless stations in the office, it would probably work flawlessly like any other adapter would.

However, in your case, it sounds a bit more like a bad cable or port. The reason I say this is because you're losing video, but not audio. If the wireless adapter wasn't working right, you'd just have no signal at all.

Please send me a PM and I'll see if there is something I can do for you.

Thanks,
-Jack S

[ViveProSetup.exe installer crashes immediately after being launched]

@dal.and

I wonder if it partially installed some drivers which were corrupted by putting your PC into hibernation mode (Never, ever shut down your PC in any way during installations or uninstallations!) and now they can't be properly identified or removed. This tool may help with that. https://support.steampowered.com/kb_article.php?ref=2748-WEIK-9562

Thank you,

-Jack S

[Use Bluetooth Adapter in Vive Pro]

@Tom17

That isn't a feature that we support with Vive or Vive Pro. The bluetooth module is used to connect to the controllers and is not intended for any other purpose.

Thank you,

-Jack S

[The Base station has a manufacturing error (Vive Pro)]

@Marco

Please send me a PM with your contact information and the ticket number. I'll do what I can to help, but it sounds like the Carrier, UPS lost the device, so what we are able to do may be limited and you might just need to wait for the lost package claim to be completed.

We'll see what we can do.
Thanks,

-Jack S

[Vive Pro headset Mic mutes and can't be turned back on]

@GaryMansell

Do you have any other microphones (or webcams) attached to the PC? It's possible that it's switching over to them automatically once windows cannot detect the headset (it goes into sleep mode or is disconnected.)

Thanks,

-Jack S

[Sweat damage]

@jkornacki

Hi there,

We didn't see your post earlier as there was a bug with the forums that didn't alert us of new posts properly. I'm going to send you a PM with some instructions, but I want you to know that we're going to take care of your headset for you and resolve this issue.

Thank you,

-Jack S

[Vive not working when connected to display port]

@TheRadziu|

Have you tried connecting Vive to HDMI and attaching your monitors via displayport? Sometimes adapters don't work particularly well with Vive and it's best to try to use as few "extra steps" as possible. What was the specific cable brand/model you bought for that purpose?

Thank you,

-Jack S

[Extension cable problem]

@Hawckey

Thanks for asking. Answering your questions in order:
-Yes, in general please stick to the default supplied cables that come with the kit.
-I can't say for sure if it's impossible to solve that issue as it's going to depend on many factors beyond our control once you start using 3rd party equipment.
-It might help, but I can't say for certain.

Thank you,

-Jack S

[Vive WiGig adapter not detected on BIOS]

@MrNiceGuy

That's very interesting. It sounds like the card itself is fine but for whatever reason it won't work on that motherboard. Were you able to test the motherboard and see if you could get other PCIe devices on it to work in those slots? I supposed there's a slim chance it's the specific motherboard that's the problem.

Thanks,

-Jack S

[Vive Headset Issues or Dead link box?]

@draxx

If you bypass the linkbox, it should just work normally if nothing else is wrong. I would say your headset is the source of the issue 

Thank you,

-Jack S

[headset not working]

@mika21

It if you can, bypass the linkbox and try changing the cables. If that doesn't work, it may be the headset itself in which case you will want to get it it repaired. You can contact support at www.vive.com/support > Contact Us > Contact Us > Live Chat

Thank you!

-Jack S

[Steam VR Error 126 "HMD not found"]

@Tellight

So a couple of things: First, make sure that you are using the HDMI cable to the GPU. You can use displayport for your monitors. Do not use an adapter. Check all your cables. Remove them and then plug them back in firmly. Go through the set up process again since you never got it fully working. When you plug you Vive in, your PC should recognize it and install drivers the first time.

Thank you,
-Jack S

[Wireless Adapter - both not working]

@ETG

Does the Headset still work when it's wired? That's the first step to determining any sort of wireless issue. We need to know if it's actulaly the wireless component or something else.

Thank you,

[Base Station Error 10009 Tracking Issue]

Hi @Penguin

Unfortunately, like all machines, wear and tear over time has an effect even on our VR equipment. The rotor spins 60 times a second and is required to maintain milimeter level tracking that entire time. As you've experienced, once it starts to fail, it will only continue to degrade over time (one of the reasons we recommend getting it fixed as soon as possible.)

You can try using the sync cable or reducing the difference between your base stations to increase tracking accuracy, but ultimately that's just buying yourself time. You will need to replace it sooner or later.

Thank you,

-Jack S

[How HTC lost me as a customer.]

@InfiniteJest

I'm sorry to hear that you had this experience. I'd like to help you out if I could. Please send me a PM with your contact information and the serial number of your affected base stations and I'll see what I can do for you.

Thank you,

-Jack S

[new PRO headset firmware update killed wireless?]

Hi @bbertea

have you tried reinstalling your Vive and the Vive Wireless SW? Maybe remove the drivers and go through the SteamVR set up again to see if it properly recognizes your system. Give that a try and report back.

Thank you!

-Jack S

[Vive HMD dead?]

@Tannin

Based on your description, it might just be the cable. The way you can tell is remove the 3-in-1 cable and then use the short USB and HDMI cables that normally go between the PC and the Linkbox. See if that works. You can also just bypass the linkbox too in case that's the problem. If it's just your cable, that's a pretty easy fix. Let me know what you find!

Thank you,

-Jack S

[HTV Vive Tracker Issue]

Do you have any other wireless signals in the room that might be operating on 2.4ghz at enough output that they could be interfering? If so, that could be the problem. You'd also have issues with the Controllers if that was the case, likely. You could also check the USB ports, try swapping them, switching to USB 3.0 if you're not already using that and reinstalling the drivers.

Thank you,

-Jack S

[Vive Losing Tracking]

@Eagle1234

First thing to do is check all the connections and make sure everything is plugged in firmly where it's supposed to be. It's possible that during play, the movement could eventually pull something loose depending on how vigorous your activity is.

If that seems fine, the next step would be reinstall your Vive drivers. You can do this through the SteamVR settings.

Thank you,

-Jack S