HTC Vive Pro 2 cameras - "camera communication failed"

[AmazingTechVR]

38 minutes ago, Sasavane said:

I think it’s normal since mine looks like yours. The bottom of the camera is also showing at the top...haha

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... 

 

[C.T.]

Sry for the previous comment from my ex-colleague, I should remove this account from forum mod group, she is no longer with us for awhile.

Anyway,
I know it's a pretty bad experience for you, but as I said, in order for support team to get your HMD proper camera config calibrated, they have to recall your device to do it in the repair center. 

[AmazingTechVR]

7 minutes ago, C.T. said:

Sry for the previous comment from my ex-colleague, I should remove this account from forum mod group, she is no longer with us for awhile.

Anyway,
I know it's a pretty bad experience for you, but as I said, in order for support team to get your HMD proper camera config calibrated, they have to recall your device to do it in the repair center. 

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.

Edited December 1, 2021 by AmazingTechVR

[C.T.]

4 minutes ago, AmazingTechVR said:

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.

One thing for sure that I know they will be checking all config file before sending out the headset back from repair center. 
I'll keep an eye on your supporting ticket. Thanks 

[AmazingTechVR]

5 hours ago, C.T. said:

One thing for sure that I know they will be checking all config file before sending out the headset back from repair center. 
I'll keep an eye on your supporting ticket. Thanks 

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.

[AmazingTechVR]

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. 

[AmazingTechVR]

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.

[AmazingTechVR]

@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.

[AmazingTechVR]

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.

[AmazingTechVR]

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.