Messages


You: Unable to use Vive. Steam VR doesnt detect
Harold: Thank you for reaching out Vive chat support. My name is Harold your representative for today. :D
Harold: Hi Joe!
You: Hello
Harold: How are you today?
You: Good! even better when this works!
Harold: Oh, sorry if you are having a bad day because the issue with your vive.
You: yes
You: The light is green on the vive
You: i see an extra display on the vive
You: but steamvr doesnt detect it :(
You: well it does, if i go into the settings
Harold: Can we do a remote session, so I can check all of the settings of your pc and steam?
You: sure
Harold: Awesome.
Harold: Can we access this link, please: https://secure.logmeinrescue.com/Customer/Code.aspx
You: sure
You: i am there
Harold: Let me generate a one time pin for you.
Harold: Can I get at least 3 minutes?
You: sure
Harold: Here is the pin: 919990
Harold: You mentioned that the led light on the headset is green, right?
You: yes
Harold: Thanks, and this is the first time you will set up vive, right?
You: yes
Harold: Alright, have you checked if the cables that is connected to the top of headset are properly connected?
You: yes
Harold: Let me check first the specs of your pc.
You: I am confident its not a spec issue :)
Harold: Alright, we will focus first with the connectivity. Since, a 108 error is more of a USB connection.
You: Ok
Harold: What port are you using, is it 2.0 or 3.0?
You: I will need to double check :P
You: I think its a 2 port
Harold: Can we use 3.0 port?
Harold: But, before you do that.
You: Ok
Harold: Unplug first all the vive cables connected to the pc, please.
You: Its in usb2 currently
Harold: Update me once you are done.
You: all disconnected
Harold: I'll minimize your browser. Is it okay?
You: What are you looking for?
Harold: I am looking for steam.
Harold: Seems like we are having problem getting steam to launch.
Harold: Can we reboot your pc?
You: sure
You: Want em to do it, or you do it so you stay connected?
Harold: I'll reboot it, so we can be reconnected again.
Harold: How many monitors do you have?
You: 2, but 3 when the vive is in :P
Harold: On which specific port of the gpu is the vive connected?
You: Well, if i connect it to the HDMi on the GPU, i get no display on the vive, If it is connected to my MB hdmi i get an extra desktop
You: however its not currently connected to anything
Harold: Oh, here is the thing. We have reported issues with the 1070/1080 gpu having issues with connection. Can we do it this way, connect the vive to the HDMI port of the gpu and the monitor to the DVI. Make sure they are connected on the same gpu.
Harold: Then the USB to the 3.0 port.
You: Ok
You: want me to connect them now?
Harold: Yes, let's see how it will respond.
Harold: It is the driver for the components.
Harold: Let's just wait for it to install.
You: Yuo recon theres an issue with the 1070 driver?
You: how strange is that! I can no longer open steam!
Harold: Yup, we are have reported issues that the vive wont work, specifically if connected to the DP of the gpu.
Harold: Don't worry, we will work this out.
You: Im using HDMI becuase you were too cheap to include a miniDP to full DP :P
Harold: I am still positive that this will work.
You: great, This seems to be taking a long time
Harold: I am sorry, I wish I could provide that to you. I am poor as well. :D
You: haha, im very poor now after buying the vive!
Harold: Yup, is it okay. Can I reboot first your pc? I just want it to be fresh.
You: sure
You: carry on!
Harold: hahaha. The feeling is mutual. At least you have a personal vive. Me, I am still wishing to have one. :P
You: haha!
Harold: Alright, talk to you in a bit. I'll reboot now your pc. :D
Harold: Before I do that. Can we unplug again the vive cables from the pc.
Harold: Then unplug as well the power adapter of the vive.
Harold: We will refresh everything.
You: Ok
You: all done
You: so no idea what this is still installing :P
Harold: Thanks. It should install quick.
Harold: But don't worry. We will work on this together.
Harold: Alright, we are up. :d
You: Well, that took longer than i expected!
Harold: Maybe the PC, needs an alone time. hahaha
You: haha!
You: and now steams dead!!!!!
Harold: Oh, I am sorry. I will wait for you to recover the password.
You: bullshit is that a common password......
You: Aeqi4ty.........
Harold: Oh, I am not sure, with how steam handles their account security. But, based on the password, it is more complicated like my girlfriend.
You: haha, tell me about it!
You: when she found out i bought a vive and not her a necklace!!!!
You: i had to go for a long drive :P
You: Ok, we are wandering off track!
You: What now?
Harold: Hahaha. We are dead if they will know it.
Harold: Alright, let's have this vive working.
Harold: Can we connect first the power adapters of vive, please?
You: ok
You: done
Harold: Good, now we will connect all of the vive cables to the pc.
Harold: Make sure that the vive is connected to the HDMI port.
You: ok
You: all connected
Harold: Can we unplug the 3 in1 cable from the headset.
Harold: We will bypass the 3 in 1 cable, and the linkbox.
Harold: I want to focus on the cabling itself.
You: ok
Harold: File Sent - 1.JPG
Harold: Follow the image on how to open the top buckle.
You: done that
You: and iv unplugged the cables
Harold: So, what's going to happen is. We will connect the power adapter to the headset directly.
You: ok
Harold: Then, we will use the short USB and HDMI cables of the linkbox to connect the headset to the pc.
You: ok
Harold: Done?
You: ye
Harold: So, it is still 108 even using the short cables.
Harold: Alright, let's set aside the headset and 3 in 1 cable.
You: yet in settings it shows its connected
You: ?
Harold: We will try to see how the linkbox will respond.
Harold: Connect again the linkbox to the pc, using the short cables and connect the adapter to the linkbox.
You: the adapter??
Harold: The power adapter of the headset.
Harold: File Sent - isolate.jpg
Harold: Can we follow the picture, please?
Harold: Connect a USB device or monitor tho the linkbox. Then, tell me what will be the result.
You: ok :P
You: haha to find a memory stick!
Harold: If the monitor will show a display, it means link box is working.
Harold: Try as well the USB port.
You: Yeah
You: I have a display
You: was a bit slower to load, but i have a dispaly!
Harold: Good, so we go down to the 2 components.
Harold: Which is the 3 in 1 cable and the headset itself.
You: :)
Harold: Before we test it. We will do factory reset to the headset.
You: Ok
You: Want to me unplug memory stick, ETC?
You: put monitor back on properly?
Harold: We will still not use the linkbox and 3 in 1 cable to connect the headset to the pc. We will use the short cables.
You: ok
You: as we know they are working?
Harold: Yup, since we confirm those cables are good.
You: So plug the short cables into the headset direct?
Harold: I am not sure if the 3 in 1 cable is defective as well. So, I don't want to use it first once we do a factory reset.
You: Ok. headset is connected
Harold: Let me close all the steam apps and steamvr.
Harold: First step: Unplug the power cable from the side of the link box that's feeding into the headset.
Harold: 2. Hold down the button on the left side of the Vive headset, and continue to hold it down as you plug the cable back into the link box – keep holding the button for up to 15 seconds after plugging that cable back in.
Harold: The cable is the power adapter, so you need to connect it directly to the headset.
Harold: Releasing the button, the Vive should get snapped out of its semi-bricked state.
You: Releasing the button did nothing
You: I have the vive plugged into both hdmi and usb and the power
You: all short cables, and the power direct from the socket?
You: or just power?
Harold: Just to power first, so the headset has power once we while we are doing a reset.
Harold: After that, we will connect the headset to the pc using the short cables.
You: Ok
You: wait a sec
Harold: It should prompt us to update the firmware, once we open steamvr.
You: I have the direct power plugged in only, pressing the only button on the headset and plug it in, wait 15-20seconds and nothing happens
You: the light is still solid red
Harold: Let's see if it is succesful.
You: I need to plug the usb and HDMI back in now?
Harold: Yes, please.
You: ok they are in
Harold: Good.
You: i noticed as i plugged the usb in VR appeared top right of steam
Harold: You got it.
Harold: Before we update the firmware.
Harold: Do you have other USB device connected to the pc?
Harold: Aside on the keyboard and mouse?
Harold: and the vive.
You: yes, mouse, keybosrd, xbox controller webcam
You: and a usb hub
Harold: Alright, can we unplug other USB devices aside on the keyboard, mouse and vive, please?
You: ok
Harold: Thanks.
You: odone
Harold: Good.
You: So far then, we have established that the vive box is working? There is nothing wrong with the pc?
Harold: Yup, you are correct with that. Since, when we tried using a monitoand other USB device it worked.
Harold: Let's cross our fingers.
Harold: hahahahahaha
You: OH SWEET MOTHER
Harold: It worked!
You: YOU ARE A GENIUS!
You: hahhaha
Harold: I love this job!
You: mannnn where do you live, i can buy you a pint
You: haha
Harold: Oh, I am here in Asia.
You: And now that we are at this stage can i let you into a secret?
Harold: Let's drink to that, virtualy. hahaha
Harold: Uhhm, sure. What is that?
You: This is the second vive i have had. The 1st showed exactly the same issues, bought ffrom exact same shop. I guess they come bricked out of the factory!
You: I also contacted support about the 1st but that was dead alos
Harold: That is the good thing when you isolate the case.
You: i guess
Harold: Alright, lets make this work
You: Ok
You: what now?
You: so plug vive into the box and the box into pc?
Harold: We want to make sure that the 3 in 1 cable will respond the same way.
Harold: Yup.
Harold: Update me once you are done with the set up.
You: all plugged back in
Harold: Great.
Harold: Awesome, it is working fine now. :D
You: HOw do i pair the other controller?
You: It is solid blue
You: or will it only do 1 at a time?
Harold: We can do it one at a time.
Harold: Is the base station on?
You: no
You: because i havent put them on the wall yet
You: simply because of the issues i had last time
Harold: Alright, can we plug in the power of the base station, please?
You: i didnt want to mount them again and then find out it didnt work
You: sure
You: 2 secs
Harold: No worries, I got your back. :D
Harold: Alright, let's do the room set up.
You: ok
Harold: I'll click next?
You: the other controler goes blue but not green
Harold: Let's pair it later.
You: ok
Harold: Make sure that the headset is on the center of the play area.
Harold: Good job.
Harold: We need to adjust the play space.
Harold: Awesome.
You: My monitor as at the top not the right though. Does that matter?
Harold: I flipped it, is it okay?
You: my montior/desks are were the controller is
Harold: It is fine, but if you want facing your monitor. We can change the play area again.
You: o
You: ok
You: Can i use my headset or do i need to use the headphones?
You: my headset is wireless
Harold: It shows that you are losing sync. Do you have reflective objects in the area?
Harold: Or a reflective surface
Harold: Is there a display now?
You: yes
You: :)
Harold: Awesome.
Harold: Can we turn on the other controller?
Harold: So, we can pair it.
You: ok its on
Harold: I believed it is already paired.
Harold: Does it show in the display?
You: yes
Harold: Awesome, I can see it. :D
Harold: Alright, you can now explore the world of vive. :P
You: wooo
You: thanks a huge bunch man
Harold: Congratulation. :D
You: :)
Harold: Oh, no, Thank you for letting me work this out with you. :D
You: thanks again
Harold: My pleasure to help.
Harold: Just a quick recap.
Harold: It is just the headset being bricked that is why it is not being read by the steamvr.
Harold: Anything else I can help?
Harold: Are you still with me, Joe?
Harold: I am sorry. We are not receiving any response. We will be disconnecting this chat session now. If you have further concern, feel free to reach us back or visit our website at http://www.vive.com/us/support/. Thank you and have a great day!
Harold: Hope I was able to resolve your concern today. You will now be redirected to a Quick Survey Pop-up after this chat.