JeffAlan66 Posted March 21, 2017 Share Posted March 21, 2017 HTC Vive Support, You should be well acquainted with me by now. I'm sure you would not deny that I have been easy to work with and have made some contributions as well. But now I need for you to take a harder look at the two concerning issues that continue to make my Vive experience a little unsettling at times. I took some time to gather information for this post. First, look at ticket # 117115342783 and ticket # 117105302248. While you're looking at these open tickets, I'm sure you can xref my email address with other support chats. I hope you will take the time to get a perspective of my resourcefulness in troubleshooting. Now, the first issue to raise is my follow-up to your suggestion that I disable Secure Boot on my fairly new Alienware Aurora R6. This was the suggestion given to me by your escalation team. My PC only permits your drivers if I power-up Vive during the Alienware / BIOS splash screen (not before or after). Your engineer stated that the issue is probably due to there being unsigned Vive drivers. But disabling Secure Boot comes with certain risks of course. I consulted with Alienware support about your recommendation. The consensus I gathered is that Vive not push drivers that are not supported under Secure Boot and the applicable Windows protections. Also, by disabling Secure Boot for Vive driver installation, I cannot just re-enable Secure Boot. You force me into a position where, if I want to re-enable Secure Boot, I must uninstall Vive. And if Vive drivers would not uninstall correctly, then I would have to factory my PC and reinstall everything. So, the solution is to not push drivers for Vive that are not workable with Secure Boot. More perspective for you ... I bought the Aurora R6, since HTC directs customers to this product as one that is "VR Ready." (on your website). Well, because of the Secure Boot snag and all of the struggles I've had up to the point of figuring out the actual problem and clunky workaround, I would say that "VR Ready" is not how I would put it. And it is a problem for Alienware to change their systems so that Secure Boot is disabled just for Vive. Some would laugh at Secure Boot since it is not 100% secure, but it is what it is. And I would appreciate HTC Vive addressing this issue with their product. My second issue concerns certain entries in my logs that point to a possible problem with my headset. When you put together the following logs, system report, Room Overview, photos of my room, and other information you could gather from my aforementioned ticket #s, I think you'll start to understand where I'm coming from. Download the logs and other info from my Media Fire here ... http://www.mediafire.com/file/tupub855w6ck8wd/Vive.zip Note that I captured the logs last night, after completing a fresh restart of my PC, playing Elite Dangerous for a few hours, and then shutting everything down cleanly. In this case, there was no crash. But my experience with the headset does not always go as well. Most recently, I've been pushing things to the limit with Elite. But I see the same issues at times with other games and applications. The headset will suddenly freeze on a frame, while Elite continues at about 1 FPS on the screen. There are times when, perhaps after a few hours of running different applications, the frame rate gradually decays. Eventually, the compositor crashes and needs for me to restart SteamVR (sometimes the entire PC and headset). Look for these repeated errors in the logs .... Mon Mar 20 2017 23:47:20.481 - lighthouse: LHR-9E058BEA H: SendOnPoseChange took 0.679985ms About every minute, you'll see the above message about the headset. Also ... Mon Mar 20 2017 22:45:44.767 - lighthouse: LHR-9E058BEA H: Trying to start tracking from base 1D4EFBF4: Samples didn't yield successful bootstrap poseMon Mar 20 2017 22:45:44.767 - lighthouse: LHR-9E058BEA H: Trying to start tracking from base 2785DCF1: Available samples not sufficient for booting (hits: 4+4) I don't see a problem really with tracking. While SteamVR and Vive are working, they work well enough; tracking is NOT a problem during that time throughout the room. I've gone over my room setup with your team in chat with a fine tooth comb, and I've done everything they suggested. In fact, it works as well as it does today because of their guidelines. Nevertheless, the above errors and other clues thus far really make me suspect a problem with the HDM OR a problem that is oddly happening because of the outstanding issue with drivers and Secure Boot. I would not worry if my experience with Vive was more stable. I would just ignore the logged errors and move on. But if there is a question in my mind that the headset is even slightly malfunctioning, then I want to address it now with you. Here are other errors I see in the logs that concern me … “Mon Mar 20 2017 22:49:25.673 - [system] The chaperone file has changed on disk.” This repeats several times while I was playing Elite. Mon Mar 20 2017 22:45:47.227 - [system] Did not start home app VRApplicationError_LaunchFailed. Look at the crazy stuff in the compositor log, all going on in the background while I’m playing Elite Dangerous (I won’t paste all of it here, so look at it in the linked zip file above). Note that I see the compositor sometimes in the headset, while I’m in a game or applications ... popping in and out real fast. Are the errors in compositor.log lending a clue as to why,. I saw this in one of the logs…… Mon Mar 20 2017 22:45:39.884 - Failed to find interface 'IVRVirtualDisplay_001' I bought Vive as an adaptive technology aid if you recall. Games are interesting, but it has become a critical tool for my productivity. Virtual desktops are a game changer for my poor eyes, so I need for my Vive to work as it should. I hope you will put some thought into responding, in consideration that I have gone through the installation and troubleshooting by the book and according to support provided by the Vive support team. I’m looking for something that is an outside-the-box solution, up to replacement of the HDM that I bought only a few months ago. Please advise, and thank you. Jeff Link to comment Share on other sites More sharing options...
jagibson Posted March 21, 2017 Share Posted March 21, 2017 Thank you for your thoughtful and detailed post. My team and I are reviewing and will follow up with you. Thanks, JohnG Link to comment Share on other sites More sharing options...
JeffAlan66 Posted March 22, 2017 Author Share Posted March 22, 2017 Thanks, John. I went a step further tonight to provide you more information. I uninstalled and reinstalled SteamVR to SteamVR beta, but this would not be my first time to take that step. It is always like a box of chocolate, because I never know what I'm going to get. I began the same way as before. I dumped the current USB drivers, turned off the link box, rebooted the PC, waited for the BIOS, turned on the link box, went into Windows, installed SteamVR beta, saw Vive HTC stuff show up in Device Manager all flagged with yellow exclamation, shut down SteamVR, turned off the link box, rebooted the PC again, waited for BIOS, turned on the link box, went into Windows, saw that HTC stuff was no longer flagged yellow, ran SteamVR, everything was green, and commenced to do the following. (Side note that this does not get me any further beyond the issue that we discussed last week, when I was told to disable Secure Boot in order for Vive to work if powered on after Windows startup). Checked Room View. It slipped a little, so I restarted SteamVR. Room View was back to where it should be at that point (actually I had to restart SteamVR a few times before it normalized). I checked my room by walking around and auditing floor and chaperon locations. The floor slipped a little, so I used floor fix from Advanced Tools. All was well enough at that point, although it seemed like the chaperon boundaries were sometimes moving; this settled down somewhat after several minutes of walking the room. The headset certainly has an effect on my Room View; I hate that I have to quit and start SteamVR back up several times while walking around with the headset in order to work out the kinks for my normal Room View (the rendered FOV from the base stations slides back and forth slightly with each attempt, until they get back to their usual sweet spots ... only remediated by moving the headset around the room). I then started to use Elite Dangerous. You'll see in the logs that I play several minutes, reset the game, and reset SteamVR. I was just seeing what it would do and giving you this opportunity to see more logs. Vserver.txt has severa things that seem weird and similar to what I reported originally ... Here is where you can download all the logs from tonight ... http://www.mediafire.com/file/0wcp6p3qccfdvco/Vive2.zip Here are some highlights from vrserver.txt ... Tue Mar 21 2017 20:13:53.524 - lighthouse: LHR-9E058BEA H: Trying to start tracking from base 1D4EFBF4: Samples didn't yield successful bootstrap pose Tue Mar 21 2017 20:13:53.524 - lighthouse: LHR-9E058BEA H: Trying to start tracking from base 2785DCF1: Samples didn't yield successful bootstrap pose Tue Mar 21 2017 20:13:53.681 - lighthouse: LHR-9E058BEA H: ----- BOOTSTRAPPED base 1D4EFBF4 (delayed) distance 1.64m base pitch ~28.2 deg roll ~-0.8 deg ----- Tue Mar 21 2017 20:13:55.347 - lighthouse: LHR-9E058BEA H: ----- CALIBRATED base 1D4EFBF4 at pitch 28.90 deg roll 0.56 deg ----- Tue Mar 21 2017 20:13:55.347 - lighthouse: Updating tilt for 1D4EFBF4.90. Old= 28.19, -0.21, 3.35721e-006 <- 1.02 deg -> new= 28.90, 0.56, 3.10025e-006 result=28.90, 0.56, 3.10025e-006 Tue Mar 21 2017 20:13:55.347 - lighthouse: BootstrapFinished setting tilt base to 1D4EFBF4 Tue Mar 21 2017 20:13:55.347 - lighthouse: Selected existing universe 1488340733 (1D4EFBF4 is secondary) Tue Mar 21 2017 20:13:55.347 - lighthouse: Setting tilt from 1D4EFBF4 via transform to global: pitch 29.85 deg roll -0.63 deg Tue Mar 21 2017 20:13:55.356 - lighthouse: Saved LighthouseDB rev 5105 to C:\Program Files (x86)\Steam\config\lighthouse\lighthousedb.json Tue Mar 21 2017 20:13:55.583 - [system] Not launching home app, since home app option isn't enabled. Tue Mar 21 2017 20:13:58.525 - lighthouse: LHR-9E058BEA H: Trying to add a secondary base from base 2785DCF1: Available samples not sufficient for booting (hits: 4+0) Tue Mar 21 2017 20:14:03.527 - lighthouse: LHR-9E058BEA H: Trying to add a secondary base from base 2785DCF1: Available samples not sufficient for booting (hits: 1+0) Tue Mar 21 2017 20:14:08.527 - lighthouse: LHR-9E058BEA H: Trying to add a secondary base from base 2785DCF1: Available samples not sufficient for booting (hits: 1+0) Tue Mar 21 2017 20:14:13.528 - lighthouse: LHR-9E058BEA H: Trying to add a secondary base from base 2785DCF1: Not enough contiguous samples for a bootstrap pose Tue Mar 21 2017 20:14:16.796 - lighthouse: LHR-9E058BEA H: ----- SECONDARY base 2785DCF1 distance 2.79m ----- Tue Mar 21 2017 20:14:16.814 - IPCPipe(HTCVRMarketplaceUserContextHelper (9352)): Process disconnected.Tue Mar 21 2017 20:14:16.814 - Process HTCVRMarketplaceUserContextHelper (9352) disconnected Tue Mar 21 2017 20:14:28.643 - lighthouse: LHR-9E058BEA H: SendOnPoseChange took 0.553935ms Tue Mar 21 2017 20:14:29.148 - lighthouse: Saved LighthouseDB rev 5107 to C:\Program Files (x86)\Steam\config\lighthouse\lighthousedb.json Tue Mar 21 2017 20:14:39.063 - lighthouse: LHR-9E058BEA H: SendOnPoseChange took 0.503954ms Tue Mar 21 2017 20:14:52.154 - lighthouse: LHR-9E058BEA H: SendOnPoseChange took 0.580022ms Tue Mar 21 2017 20:15:00.027 - lighthouse: LHR-9E058BEA H: SendOnPoseChange took 0.508830ms Tue Mar 21 2017 20:15:08.905 - lighthouse: Saved LighthouseDB rev 5108 to C:\Program Files (x86)\Steam\config\lighthouse\lighthousedb.json Tue Mar 21 2017 20:15:09.695 - lighthouse: Saved LighthouseDB rev 5109 to C:\Program Files (x86)\Steam\config\lighthouse\lighthousedb.json Tue Mar 21 2017 20:15:11.715 - lighthouse: LHR-9E058BEA H: SendOnPoseChange took 0.502491ms Tue Mar 21 2017 20:15:12.673 - lighthouse: Saved LighthouseDB rev 5110 to C:\Program Files (x86)\Steam\config\lighthouse\lighthousedb.json Tue Mar 21 2017 20:15:13.183 - lighthouse: Saved LighthouseDB rev 5111 to C:\Program Files (x86)\Steam\config\lighthouse\lighthousedb.json Tue Mar 21 2017 20:15:13.817 - lighthouse: LHR-9E058BEA H: SendOnPoseChange took 0.617813ms Tue Mar 21 2017 20:15:13.875 - lighthouse: Saved LighthouseDB rev 5112 to C:\Program Files (x86)\Steam\config\lighthouse\lighthousedb.json Tue Mar 21 2017 20:15:14.291 - lighthouse: Saved LighthouseDB rev 5113 to C:\Program Files (x86)\Steam\config\lighthouse\lighthousedb.json Tue Mar 21 2017 20:15:14.947 - lighthouse: Saved LighthouseDB rev 5114 to C:\Program Files (x86)\Steam\config\lighthouse\lighthousedb.json Tue Mar 21 2017 20:15:15.586 - lighthouse: Saved LighthouseDB rev 5115 to C:\Program Files (x86)\Steam\config\lighthouse\lighthousedb.json Tue Mar 21 2017 20:15:24.789 - lighthouse: LHR-9E058BEA H: SendOnPoseChange took 0.954757ms Tue Mar 21 2017 20:15:43.688 - lighthouse: LHR-9E058BEA H: SendOnPoseChange took 0.507367ms Tue Mar 21 2017 20:15:48.695 - lighthouse: LHR-9E058BEA H: SendOnPoseChange took 0.581729ms Tue Mar 21 2017 20:15:56.256 - lighthouse: LHR-9E058BEA H: SendOnPoseChange took 0.599283ms . . . Tue Mar 21 2017 20:42:38.901 - lighthouse: LHR-9E058BEA H: SendOnPoseChange took 0.668281ms Tue Mar 21 2017 20:44:57.350 - lighthouse: LHR-9E058BEA H: Dropped 21342 back-facing hits, 196 non-clustered hits during the previous tracking session Tue Mar 21 2017 20:44:57.438 - Listener thread ending Tue Mar 21 2017 20:44:57.438 - lighthouse: Unable to set work state to 4 for HMD Hid device Tue Mar 21 2017 20:44:57.438 - lighthouse: Unable to set work state to 4 for HMD Hid device Those highlights are from my last round of opening SteamVR and playing Elite. However, if you scroll up through the logs, you'll see points where I had the controllers in use. You'll see the "SendOnPoseChange took" occurring with the controllers, as well as with the headset, whether or not I was running Elite (this is not an Elite issue, but Elite gives an opportunity to really test things). When I play Elite Dangerous, I normally never turn on the controllers. That's why from my last session above you won't see anything about the controllers. I really appreciate you taking a hard look at these issues. The investment was too much for this to be so quirky. Oh, do you see anything off in vrcompositor.txt log? Thanks for the help. Jeff Link to comment Share on other sites More sharing options...
JeffAlan66 Posted March 22, 2017 Author Share Posted March 22, 2017 Additional to my message from late last night ... I was just looked more at vrserver.txt. Did you see this ? Tue Mar 21 2017 19:09:00.085 - IPCPipe(vrcompositor (14712)): DANGER! WaitForSingleObject timed out after reading 7 bytes. Tue Mar 21 2017 19:09:00.487 - IPCPipe(vrcompositor (14712)): DANGER! WaitForSingleObject timed out after reading 7 bytes. What does that mean? A log entry that says "DANGER" in reference to the vrcompositor merits some attention, probably. Are you folks still looking at my issue? Jeff Link to comment Share on other sites More sharing options...
JeffAlan66 Posted March 29, 2017 Author Share Posted March 29, 2017 John, I'm still waiting for you folks to get back with me with a response. Since you folks have taken so long to get back with me, I went back to Alienware about the SecureBoot issue. They helped me come up with a solution. So, nevermind on the SecureBoot issue, although I still think you should seriously look at the issue. As for all other issues I described, I've done much to resolve the problems on my own. I reinstalled EVERYTHING. Yet, I still see the types of errors I describe. And last night, after only using Vive for an hour, things started to decline until the image froze in my headset. I was in ED at the time. I checked the logs and I could see the varoius screwy errors in the logs that I previously reported, leading up to that situation. Where is your team at in looking at this. Is there something wrong with my headset or either of my lighthouses? I would appreciate some response. Jeff Link to comment Share on other sites More sharing options...
jagibson Posted March 29, 2017 Share Posted March 29, 2017 Apologies for the delay. I'm glad the SecureBoot issue has been addressed by Alienware. The performance degradation you are experiencing does not lead me to believe that the HMD or the base stations are at fault (not ruling it out either). I will send you a PM with some additional requests. Thanks, John Link to comment Share on other sites More sharing options...
dcil Posted May 8, 2017 Share Posted May 8, 2017 Was there a resolution to this issue? I also have an Alienware Aurora R6 which loses tracking randomly and does not recover without restarting SteamVR. Link to comment Share on other sites More sharing options...
jagibson Posted May 9, 2017 Share Posted May 9, 2017 Hi Have you always had this issue or did it work fine and at some point start doing that behavior? Have you noticed it in specific games vs. others? Do you get any specific errors that come up during game play or when you see it lose tracking? Thanks, John Link to comment Share on other sites More sharing options...
Jasonvb Posted May 4, 2018 Share Posted May 4, 2018 Hi Jeff, did you ever manage to resolve this? I have similar errors and tracking issues. and bizarrely it only seems to occur with whichever lh is set to channel b. i have tried with the cable as well as optical sync and either station tracks amazingly well (especially lone tracking as channel A) the moment i try to use both of them channel b loses tracking and logs: Available samples not sufficient for booting (hits: 1+0) optical sync channels b & c cable's channel A & b individually channel A Link to comment Share on other sites More sharing options...
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