White Screen during room setup (no camera footage) and controller dropouts

[asdfrewq]

Hi all,

I've had the Cosmos for about a week now, and am having some issues with the controller tracking + room setup.

The initial setup was mostly fine, and the Headset and Controllers worked okay for the first day or two; not perfect but about what I expected from inside-out tracking. After that, the controller tracking began to drop out frequently, at first they would re-sync after several seconds but that time has taken longer and longer (to the point where it could take several minutes of waving the controllers in front of the HMD to get tracking back.)

Often, the only way to get tracking back is to restart everything, and re-do the room setup process. This also seems to be bugged out where around 70% of the time, at some point during the setup process the camera feed from the HMD will cut out and all I can see in the HMD is a white screen with whatever instructions I'm supposed to do. Sometimes moving to a slightly different location will get the camera feed back, but usually it will cut out again before I can finish the setup. The only way to fix this is to restart my machine and try again (sometimes 3-4 times before I can finish the room setup).

In the week I've had the Cosmos, I've spent far more time settings it up and troubleshooting than actually playing!

Things I've tried to fix the controller dropouts and room setup issues:

• Installed the Vive beta drivers
• Reinstalled my nvidia drivers
• Restarted (Headset, Vive Console, SteamVR, Computer, everything :)
• Changed lighting conditions: I added a few lamps to increase room lighting at night. But time of day/lighting levels don't seem to affect when these issues occur
• Disconnected any unnecessary devices from my PC. Only the monitor, keyboard/mouse and Cosmos are plugged in now.

System Specs:

• i5 4590 (stable overclocked)
• Nvidia GTX1080
• 16gb
• USB3
• Windows 10

This is all pretty unacceptable for an AU$1300 piece of hardware. If there's no acceptable fix within the week, I'll be taking this garbage back for a refund.

[C.T.]

5 minutes ago, asdfrewq said:

Hi all,

I've had the Cosmos for about a week now, and am having some issues with the controller tracking + room setup.

The initial setup was mostly fine, and the Headset and Controllers worked okay for the first day or two; not perfect but about what I expected from inside-out tracking. After that, the controller tracking began to drop out frequently, at first they would re-sync after several seconds but that time has taken longer and longer (to the point where it could take several minutes of waving the controllers in front of the HMD to get tracking back.)

Often, the only way to get tracking back is to restart everything, and re-do the room setup process. This also seems to be bugged out where around 70% of the time, at some point during the setup process the camera feed from the HMD will cut out and all I can see in the HMD is a white screen with whatever instructions I'm supposed to do. Sometimes moving to a slightly different location will get the camera feed back, but usually it will cut out again before I can finish the setup. The only way to fix this is to restart my machine and try again (sometimes 3-4 times before I can finish the room setup).

In the week I've had the Cosmos, I've spent far more time settings it up and troubleshooting than actually playing!

Things I've tried to fix the controller dropouts and room setup issues:

• Installed the Vive beta drivers
• Reinstalled my nvidia drivers
• Restarted (Headset, Vive Console, SteamVR, Computer, everything 🙂
• Changed lighting conditions: I added a few lamps to increase room lighting at night. But time of day/lighting levels don't seem to affect when these issues occur
• Disconnected any unnecessary devices from my PC. Only the monitor, keyboard/mouse and Cosmos are plugged in now.

System Specs:

• i5 4590 (stable overclocked)
• Nvidia GTX1080
• 16gb
• USB3
• Windows 10

This is all pretty unacceptable for an AU$1300 piece of hardware. If there's no acceptable fix within the week, I'll be taking this garbage back for a refund.

Would you mind sending me a few issue reports via vive console after you experience the issues? and leave the "rd_log_request" along with the issue you currently experience with? 

You may refer to the Link to see how to submit.

Thanks

[asdfrewq]

Thanks, I just got the white screen during room setup and immediately sent through a report. The process gathered the log information and a popup indicated that the report was submitted, but then the software returned to the "Submit Report" view with the same data still filled out.. No idea if it actually submitted. Are you able to confirm the report was received?

[C.T.]

Received, I'll PM you if more detail is needed.

Thanks 

[asdfrewq]

No problem.

I'll have some time to test the controllers tracking issue in a few hours. I'll send a report through when I can reproduce.

 

[asdfrewq]

Just sent another report. This time, after the controllers were wildly out of sync during gameplay, I reset the env data and entered room setup and the camera image was there but not updating (still image) I was still able to scan the room, and the screen turned white again after that step.

@C.T. What's the usual timeframe for getting some sort of resolution? My country is on the brink of lockdown, if I need to return the device, I'll need to do it sooner rather than later.

[asdfrewq]

To add a bit more detail to the white screen issue. This seems to only happen during room setup, and only if I am standing inside the previously defined play area boundary. If I move my head outside the boundary area, the video feed returns. This is also the case, even if I clear the stored Environment Data via the Vive Console. @C.T. @stvnxu

[stvnxu]

On 3/31/2020 at 11:01 PM, asdfrewq said:

Just sent another report. This time, after the controllers were wildly out of sync during gameplay, I reset the env data and entered room setup and the camera image was there but not updating (still image) I was still able to scan the room, and the screen turned white again after that step.

@C.T. What's the usual timeframe for getting some sort of resolution? My country is on the brink of lockdown, if I need to return the device, I'll need to do it sooner rather than later.

Hi @asdfrewq - I don't have visibility between you and C.T's private messages, but to answer your question you may hear back until Sunday/Monday. The team is currently out of the office due to holidays.

Thanks for your patience.
 

[asdfrewq]

Just a quick update, I've made some changes to my play area lighting that have made a huge difference to the controller tracking quality!

The biggest difference was swapping out my very warm and very yellow (but still relatively bright) overhead lighting with with cool (as in colour temperature) 1500lumen led lightbulbs. The difference was immediate! Controller tracking is much more stable, I no longer get controllers drifting out into space, and no more dropouts. There's still a bit of jitter, but one should expect that from inside out tracking, and it's certainly much more acceptable now.

Thing is, I never really received the "Room is too dark" message very often with the yellow bulb. I suspect the issue here isn't the brightness of the room, but the colour temperature of the lighting. Hopefully this helps someone else having tracking issues.

[DiegoMalone]

Did you solve the problem? I have the same issue and yesterday i went to my friend's house and i test my vr and it works but when i try it in my home its the same problem as you, the white screen and the vr just in "Waiting"...