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Headset loosing connection - Desperate


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It's been 6 months and I'm still no closer to solve this issue and believe me when I say I've search every forum and every thread to try to solve it. Here's the issue and what I've done so far - Sorry if it's long but you're my last hope
HTC VIVE PRO (Enterprise edition - Which I understand is the same as the normal one but with different services attached)
Computer : LAPTOP Alienware R4-17 with 1070i Nvdia GPU, CPU  2,8ghz Intel certified for VR by Dell
Connected : Via DisplayPort mini
ISSUE : After 10 to 30 minutes, the headset cut out to black and the sound also cut out for 1 to 5 seconds then come backs for 2 seconds and cut out again. It can do this repetitively for 5-10 minutes and then I'm ok for another 15 minutes or it can simply continue to do it until I shutdown the computer. If I start up again, the issue will occur much faster. The headset still tracks (I see it on my computer screen). it can happen in any apps or game including the SteamVR home. All my device shows connected and tracking (all Green) at the time. Sometimes  (but not always), my headset will fall back to the main space (grid) and then get back to the game or simply crash the game. When That happen, I see a hit on the CPU to 100% utilisation. 

One strange thing is that my headset light is always Red... even when it's working just fine. I never saw it turn green or white

WHAT I'VE DONE SO FAR
- Changed all cables except the one linking the Link box to the headset (But I made sure the cable is well connected to the headset) 
- Set the preferred Graphic processor to "High Performance nVidia Processor and even set it up to each and every VR games  individually to make sure
- Reset the USB Port, unplugged all of them, tried different port. I don't have USB 2.0  on this laptop so can't test that solution
- Remove the powersaving feature on all USB ports
- Uninstalled and reinstalled SteamVR and re-did all the settings as if it was a new install
- PowerCycle everything (including LIghthouse)
- Killed every possible process in the background including anti-virus, Wifi driver and more
- Uninstalled VivePort Driver and software
- Not using the USB Camera

Last resort test yesterday : I've Changed the connection from DisplayPort Mini to use the USB-C port with an adapter mentioned on this forum. It works but I'm unable to test it because of two issues. First the system becomes very unstable and always tell me I should be in direct mode overthought I am,  but mostly because it says that motion smoothing is unavailable with my GPU. But why? When plugged with Displayport Mini it works. Games are unplayable without that feature on my computer. 

WHAT VIVE TECH SUPPORT TOLD ME : Showing them the log, they said that my primary monitor was not set to be my Vive pro and that was the problem and didn't want to help me further. As mentioned, above, I have set the preferred Graphic to the nVidia (note that on the Alienware R4 there are no switch to tell the computer to use the GPU instead of the internal Intel Graphic chips).  So I don't know what else to do. 

Finally, in the log below, you'll see that there are some error messages concerning the lighthouse but my lighthouse light are fine and they track correctly but I don't think that is my problem. 

HEEEEEEELP! I don't know what else to do


 

SteamVR System Report created Wed Jul 24 21:30:52 2019

<Report>
SteamVR Version:    1.5.16 (1561762502)
SteamVR Date:    2019-06-28
Steam:    Public
Steam Branch:    
Steam AppID:    250820
Tracking:    lighthouse
OS:    Windows 10
OS Version:    10.0.0.17763
Direct Mode Vendor:    NVIDIA
Direct Mode Version:    431.60
Admin:    No
AsyncReprojection:    Enabled
Performance drops:    2004/1 246/2 93/3 78/4 293847/299048
Display Mode:    Direct Mode
</Report>

<Displays>
DeviceName:    \\.\DISPLAY1
DeviceDirectMode:    No
DevicePrimary:    Yes
DeviceRect:    1920x1080 @ (0, 0)
DeviceString:    Intel(R) HD Graphics 630
DeviceID:    PCI\VEN_8086&DEV_591B&SUBSYS_07781028&REV_04
DeviceKey:    \Registry\Machine\System\CurrentControlSet\Control\Video\{176799E4-08D7-11E9-8951-ACD95E2720AB}\0000
DeviceMonitorCount:    1
Monitor 0 DeviceName:    \\.\DISPLAY1\Monitor0
Monitor 0 DeviceString:    Generic PnP Monitor
Monitor 0 DeviceID:    MONITOR\SHP1446\{4d36e96e-e325-11ce-bfc1-08002be10318}\0001
Monitor 0 DeviceKey:    \Registry\Machine\System\CurrentControlSet\Control\Class\{4d36e96e-e325-11ce-bfc1-08002be10318}\0001

DeviceName:    NvAPI
DeviceDirectMode:    Yes
DevicePrimary:    No
DeviceRect:    2160x1200 @ (0, 0)
DeviceString:    NVIDIA
DeviceID:    
DeviceKey:    
DeviceMonitorCount:    0

</Displays>

<Devices>
Device 1 - LHR-B55235A5 Headset VIVE_Pro MV HTC
Device Path:    /devices/htc/vive_proLHR-B55235A5
Best Alias:    /user/head
Firmware:     1526689969 watchman@runner-watchman 2018-05-18 FPGA 531(2.19/7/2) BL 1517470641
Hardware Revision:     product 133 rev 2.0.6 lot 2000/0/0 0
Hardware Id:     0x85020006
Watchman Firmware:     1526689969 / 1526689969 (2018-05-18) 
Watchman FPGA:     531 / 531 (2.19) 
Camera Firmware:     Version not available.
Display Firmware:     2105637 / 2105637 
Display FPGA:     6 / 6 
Display Bootloader:     1056771 "0x0000000000102003"
Display HW Revision:     2 "0x2"
Audio Firmware:     6 / 6 
Audio Bridge Firmware:     288 / 288 
Image Bridge Firmware:     9 / 9 
VSync to Photons:     0.0004
Display Frequency:    90
User IPD (m):    0.0661
Current Universe ID:    1544895696
Previous Universe ID:    0
Dongle Version:     4D4089F0E5 Version: 1461100729 / 1461100729 (2016-04-19) 
Dongle Version:     76154F90E4 Version: 1461100729 / 1461100729 (2016-04-19) 

Device 2 - LHB-85C1B5B5 Base Station Valve SR Valve Corporation
Device Path:    /devices/lighthouse/LHB-85C1B5B5
Firmware:     2001
Hardware Revision:     0x0900000e
Hardware Id:     0x0900000e
Composite Version:     R:  1.1.6277248, M:  0.1.8138615, B:XX.XX.XXXXXXX
Firmware Version:     2001 / 2001  
Radio Version:     257 / 257 
Bootloader Version:     ??? / 512
Channel:     2
FOV Left:     75
FOV Right:    75
FOV Top:    55
FOV Bottom:    55
Range Minimum (m):    0.5
Range Maximum (m):    6

Device 3 - LHB-2049B13C Base Station Valve SR Valve Corporation
Device Path:    /devices/lighthouse/LHB-2049B13C
Firmware:     2001
Hardware Revision:     0x0900000e
Hardware Id:     0x0900000e
Composite Version:     R:  1.1.6277248, M:  0.1.8138615, B:XX.XX.XXXXXXX
Firmware Version:     2001 / 2001  
Radio Version:     257 / 257 
Bootloader Version:     ??? / 512
Channel:     1
FOV Left:     75
FOV Right:    75
FOV Top:    55
FOV Bottom:    55
Range Minimum (m):    0.5
Range Maximum (m):    6

Device 4 - LHR-DD248EF0 Controller VIVE Controller Pro MV HTC
Device Path:    /devices/htc/vive_controllerLHR-DD248EF0
Best Alias:    /user/hand/right
Firmware:     1526689969 watchman@runner-watchman 2018-05-18 FPGA 531(2.19/7/2) BL 0 VRC 1526689969 Radio 1518811657
Hardware Revision:     product 129 rev 2.0.6 lot 2000/0/0 0
Hardware Id:     0x81020006
Watchman Firmware:     1526689969 / 0 (2018-05-18) 
Watchman FPGA:     531 / 531 (2.19) 
VRC Version:     1526689969 / 1526689969 (2018-05-18) 
Radio Version:     1518811657 / 1518811657 (2018-02-16) 
Dongle Version:     1461100729 / 0 (2016-04-19) 
Attached Device ID:     
Supported Buttons:    0
Axis 0 Type:    1
Axis 1 Type:    3
Axis 2 Type:    0
Axis 3 Type:    0
Axis 4 Type:    0
Connected Dongle:    4D4089F0E5 Version: Unknown Version

Device 5 - LHR-221AA5AF Controller VIVE Controller Pro MV HTC
Device Path:    /devices/htc/vive_controllerLHR-221AA5AF
Best Alias:    /user/hand/left
Firmware:     1526689969 watchman@runner-watchman 2018-05-18 FPGA 531(2.19/7/2) BL 0 VRC 1526689969 Radio 1518811657
Hardware Revision:     product 129 rev 2.0.6 lot 2000/0/0 0
Hardware Id:     0x81020006
Watchman Firmware:     1526689969 / 0 (2018-05-18) 
Watchman FPGA:     531 / 531 (2.19) 
VRC Version:     1526689969 / 1526689969 (2018-05-18) 
Radio Version:     1518811657 / 1518811657 (2018-02-16) 
Dongle Version:     1461100729 / 0 (2016-04-19) 
Attached Device ID:     
Supported Buttons:    0
Axis 0 Type:    1
Axis 1 Type:    3
Axis 2 Type:    0
Axis 3 Type:    0
Axis 4 Type:    0
Connected Dongle:    76154F90E4 Version: Unknown Version

</Devices>

<USB>
    [HostController] USB xHCI Compliant Host Controller
    Manufacturer: Generic USB xHCI Host Controller, Provider: Microsoft, 2019-06-15, 10.0.17763.592
        Root Hub
            [Port1]
            [Port2]: Generic USB Hub (VID:0BB4 PID:030E)
                [Port1]: Generic USB Hub (VID:0BB4 PID:030A)
                    [Port1]
                    [Port2]
                    [Port3]: USB Composite Device (VID:28DE PID:2300), Valve, LHR, LHR-B55235A5
                    [Port4]: Generic USB Hub (VID:0BB4 PID:030A)
                        [Port1]: USB Input Device (VID:0BB4 PID:0309), HTC, VIVE Pro, 207133554156
                        [Port2]: USB Composite Device (VID:0BB4 PID:030B), HTC, VIVE Pro Mutimedia Audio
                        [Port3]: USB Input Device (VID:28DE PID:2101), Valve Software, Watchman Dongle, 76154F90E4
                        [Port4]: USB Input Device (VID:28DE PID:2101), Valve Software, Watchman Dongle, 4D4089F0E5
                [Port2]: BCM20703 Bluetooth 4.1 USB Device (VID:0BB4 PID:0306), Broadcom Corp, BCM920703 Bluetooth 4.1, 74F61C0255E3
                [Port3]
                [Port4]
            [Port3]
            [Port4]: USB Input Device (VID:187C PID:0530), Alienware, AW1517, 03.00
            [Port5]: Qualcomm Atheros QCA61x4 Bluetooth (VID:0CF3 PID:E301)
            [Port6]
            [Port7]: USB Composite Device (VID:1BCF PID:2B8C)
            [Port8]
            [Port9]: USB Composite Device (VID:2104 PID:0128), Tobii Technology AB, EyeChip, CN0XCMKDDTOB17AA2025A01
            [Port10]
            [Port11]
            [Port12]
            [Port13]
            [Port14]
            [Port15]
            [Port16]
            [Port17]
            [Port18]
            [Port19]
            [Port21]
            [Port22]
            [Port23]
            [Port24]
            [Port25]
            [Port26]
 

HERE'S WHAT THE DIFFERENT SECTION ARROUND THE SAME TIME OF LOG FILE LOOK LIKES WHEN THE ISSUE OCCURS

Wed Jul 24 2019 21:28:25.442 - Error! EventWriteString Severe: [NvAPI] Invalid frameIndex: 1 last=292049     
Wed Jul 24 2019 21:28:25.443 - Error! EventWriteString Severe: [NvAPI] Invalid refresh: 0    
Wed Jul 24 2019 21:28:25.445 - AUDIO: AudioDeviceChangeNotice (noting refresh): 4, device = {0.0.0.00000000}.{79eed688-3500-4466-9401-fcacaba63b5d}
Wed Jul 24 2019 21:28:25.446 - AUDIO: OnDefaultDeviceChanged: flow = eRender, role = eMultimedia, device = {0.0.0.00000000}.{79eed688-3500-4466-9401-fcacaba63b5d}
Wed Jul 24 2019 21:28:25.450 - Error! EventWriteString Severe: [NvAPI] Invalid frameIndex: 1 last=292049     
Wed Jul 24 2019 21:28:25.450 - Error! EventWriteString Severe: [NvAPI] Invalid refresh: 0    
Wed Jul 24 2019 21:28:25.457 - Error! EventWriteString Severe: [NvAPI] Invalid frameIndex: 1 last=292049     
Wed Jul 24 2019 21:28:25.457 - Error! EventWriteString Severe: [NvAPI] Invalid refresh: 0    
Wed Jul 24 2019 21:28:25.464 - Error! EventWriteString Severe: [NvAPI] Invalid frameIndex: 1 last=292049     
Wed Jul 24 2019 21:28:25.464 - Error! EventWriteString Severe: [NvAPI] Invalid refresh: 0    
Wed Jul 24 2019 21:28:25.471 - Error! EventWriteString Severe: [NvAPI] Invalid frameIndex: 1 last=292049     
Wed Jul 24 2019 21:28:25.471 - Error! EventWriteString Severe: [NvAPI] Invalid refresh: 0    
Wed Jul 24 2019 21:28:25.479 - Error! EventWriteString Severe: [NvAPI] Invalid frameIndex: 1 last=292049     
Wed Jul 24 2019 21:28:25.479 - Error! EventWriteString Severe: [NvAPI] Invalid refresh: 0    
Wed Jul 24 2019 21:28:25.486 - Error! EventWriteString Severe: [NvAPI] Invalid frameIndex: 1 last=292049     

________________________________________

Wed Jul 24 2019 21:19:38.783 - [ System Report] Could not retrieve dongle version 4D4089F0E5 from 
Wed Jul 24 2019 21:19:38.783 - [ System Report] Could not retrieve dongle version 76154F90E4 from 
Wed Jul 24 2019 21:19:39.308 - [System Report] Discover USB Topology: Took 0.52 seconds
Wed Jul 24 2019 21:19:39.532 - [System Report] Iterate USB Topology: Took 0.22 seconds
Wed Jul 24 2019 21:19:50.160 - [Status Warning Added LHR-221AA5AF Controller(4)] Searching...
Wed Jul 24 2019 21:20:47.161 - [Status Warning Removed LHR-221AA5AF Controller(4)] Searching...
Wed Jul 24 2019 21:28:00.417 - [Status Warning Added LHR-B55235A5 Headset(0)] Searching...
Wed Jul 24 2019 21:28:00.417 - [System] Unknown Transition from 'Now Playing' to 'Searching...'.
Wed Jul 24 2019 21:28:01.420 - [Status Warning Removed LHR-B55235A5 Headset(0)] Searching...
Wed Jul 24 2019 21:28:01.420 - [System] Transition from 'Searching...' to 'Now Playing'.
Wed Jul 24 2019 21:28:23.778 - [Dismissable Warning Added] DismissableWarning_HeadsetDisplayDisconnected
Wed Jul 24 2019 21:28:25.439 - AUDIO: AudioDeviceChangeNotice (noting refresh): 2, device = {0.0.0.00000000}.{2816787f-46a9-4c11-968f-722ff7e4343a}
Wed Jul 24 2019 21:28:25.439 - AUDIO: OnDeviceStateChanged: DEVICE_STATE_UNPLUGGED (0x00000008), device = {0.0.0.00000000}.{2816787f-46a9-4c11-968f-722ff7e4343a}
Wed Jul 24 2019 21:28:25.442 - AUDIO: AudioDeviceChangeNotice (noting refresh): 4, device = {0.0.0.00000000}.{79eed688-3500-4466-9401-fcacaba63b5d}
Wed Jul 24 2019 21:28:25.442 - AUDIO: OnDefaultDeviceChanged: flow = eRender, role = eConsole, device = {0.0.0.00000000}.{79eed688-3500-4466-9401-fcacaba63b5d}
Wed Jul 24 2019 21:28:25.445 - AUDIO: AudioDeviceChangeNotice (noting refresh): 4, device = {0.0.0.00000000}.{79eed688-3500-4466-9401-fcacaba63b5d}
Wed Jul 24 2019 21:28:25.446 - AUDIO: OnDefaultDeviceChanged: flow = eRender, role = eMultimedia, device = {0.0.0.00000000}.{79eed688-3500-4466-9401-fcacaba63b5d}
Wed Jul 24 2019 21:28:26.536 - [Dismissable Warning Removed] DismissableWarning_HeadsetDisplayDisconnected
Wed Jul 24 2019 21:28:28.815 - AUDIO: AudioDeviceChangeNotice (noting refresh): 2, device = {0.0.0.00000000}.{2816787f-46a9-4c11-968f-722ff7e4343a}
Wed Jul 24 2019 21:28:28.815 - AUDIO: OnDeviceStateChanged: DEVICE_STATE_ACTIVE (0x00000001), device = {0.0.0.00000000}.{2816787f-46a9-4c11-968f-722ff7e4343a}

_________________________________________________________

 

Wed Jul 24 2019 21:28:25.435 - Error! EventWriteString Severe: [NvAPI] Invalid refresh: 0    
Wed Jul 24 2019 21:28:25.439 - AUDIO: AudioDeviceChangeNotice (noting refresh): 2, device = {0.0.0.00000000}.{2816787f-46a9-4c11-968f-722ff7e4343a}
Wed Jul 24 2019 21:28:25.439 - AUDIO: OnDeviceStateChanged: DEVICE_STATE_UNPLUGGED (0x00000008), device = {0.0.0.00000000}.{2816787f-46a9-4c11-968f-722ff7e4343a}
Wed Jul 24 2019 21:28:25.441 - AUDIO: AudioDeviceChangeNotice (noting refresh): 4, device = {0.0.0.00000000}.{79eed688-3500-4466-9401-fcacaba63b5d}
Wed Jul 24 2019 21:28:25.441 - AUDIO: OnDefaultDeviceChanged: flow = eRender, role = eConsole, device = {0.0.0.00000000}.{79eed688-3500-4466-9401-fcacaba63b5d}
Wed Jul 24 2019 21:28:25.442 - Error! EventWriteString Severe: [NvAPI] Invalid frameIndex: 1 last=292049     
Wed Jul 24 2019 21:28:25.443 - Error! EventWriteString Severe: [NvAPI] Invalid refresh: 0    
Wed Jul 24 2019 21:28:25.445 - AUDIO: AudioDeviceChangeNotice (noting refresh): 4, device = {0.0.0.00000000}.{79eed688-3500-4466-9401-fcacaba63b5d}
Wed Jul 24 2019 21:28:25.446 - AUDIO: OnDefaultDeviceChanged: flow = eRender, role = eMultimedia, device = {0.0.0.00000000}.{79eed688-3500-4466-9401-fcacaba63b5d}
Wed Jul 24 2019 21:28:25.450 - Error! EventWriteString Severe: [NvAPI] Invalid frameIndex: 1 last=292049     
Wed Jul 24 2019 21:28:25.450 - Error! EventWriteString Severe: [NvAPI] Invalid refresh: 0    
Wed Jul 24 2019 21:28:25.457 - Error! EventWriteString Severe: [NvAPI] Invalid frameIndex: 1 last=292049     
Wed Jul 24 2019 21:28:25.457 - Error! EventWriteString Severe: [NvAPI] Invalid refresh: 0    
Wed Jul 24 2019 21:28:25.464 - Error! EventWriteString Severe: [NvAPI] Invalid frameIndex: 1 last=292049     
Wed Jul 24 2019 21:28:25.464 - Error! EventWriteString Severe: [NvAPI] Invalid refresh: 0    
Wed Jul 24 2019 21:28:25.471 - Error! EventWriteString Severe: [NvAPI] Invalid frameIndex: 1 last=292049     
Wed Jul 24 2019 21:28:25.471 - Error! EventWriteString Severe: [NvAPI] Invalid refresh: 0    
Wed Jul 24 2019 21:28:25.479 - Error! EventWriteString Severe: [NvAPI] Invalid frameIndex: 1 last=292049     
Wed Jul 24 2019 21:28:25.479 - Error! EventWriteString Severe: [NvAPI] Invalid refresh: 0    
Wed Jul 24 2019 21:28:25.486 - Error! EventWriteString Severe: [NvAPI] Invalid frameIndex: 1 last=292049     
Wed Jul 24 2019 21:28:25.486 - Error! EventWriteString Severe: [NvAPI] Invalid refresh: 0    
Wed Jul 24 2019 21:28:25.494 - Error! EventWriteString Severe: [NvAPI] Invalid frameIndex: 1 last=292049     

 

@Synthesis

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  • 2 weeks later...

Hi, @JacobDeRosenoir

Give this a try.  I'm wondering if there's some corrupted drivers or something that aren't being properly removed.

 

Use USBDeview to manually uninstall drivers:

USBDeview is a free tool that is automatically included with the installation of SteamVR. The default path to this tool is ...\Steam\steamapps\common\SteamVR\tools\bin\win32\thirdparty or available for download here: https://www.nirsoft.net/utils/usb_devices_view.html (scroll all the way to the bottom for the zip download). This tool allows users to manually inspect all USB devices that have installed drivers, and is useful when it is suspected the Vive drivers are not being removed using the SteamVR ‘Remove all SteamVR USB Devices’ feature, or when it is believed there may be conflicts caused by other USB devices. Non-Vive related USB devices should only be uninstalled in this way if there is believed to be a driver conflict caused by another USB device.

Removing Vive USB Drivers

  1. Disconnect all Vive cables from the PC.
  2. Launch the USBDeview program.
  3. From the Options tab, enable Display Disconnected Devices.
  4. Sort the list of devices by VendorID (click VendorID at the top of the list).
  5. Locate any devices with VendorID 28de (these are the Vive components) and uninstall them.

a. To uninstall, right click the device and select Uninstall Selected Device. You may need to click Yes to confirm the selection.

  1. After uninstalling all devices with the 28de in the VendorID column, close USBDeview and reboot the PC.
  2. Reconnect the Vive cables to the PC. Ensure all cables are properly connected and then launch SteamVR. This will begin the re-installation of the Vive related drivers.

Give that a try and let me know the result.
-Jack S

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  • 4 months later...

Hi..could be wireless interference or a bad dongle or headset.If you have any wireless devices near the dongle and headset, temporarily turn it off or move it to another room and see if that helps.Try the headset on anther computer as well and see if the connection issue is still present.

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