Resilient "Sensors can't track headset" error (update: five weeks soon, no replacement) — Oculus
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Resilient "Sensors can't track headset" error (update: five weeks soon, no replacement)

knutsiknutsi Posts: 140
Art3mis
edited 9:06AM in Support
Update June 24th: Oculus has still not sent my replacement. It's been a full month now. In two days it will be five weeks since the broken headset arrived, and I am still not able to use the headset I pre-ordered for release from Oculus.com. All this time they have not been out of stock.

Update June 19th
: The replacement for the pre-ordered Rift S headset that arrived broken (worked for 5 minutes) will now take more than a month to arrive to me. The package arrived in their facility before the weekend. Despite assurance the replacement would be sent immediately when they see the package "moving in the system", the replacement has not been sent from them yet. No matter how much problems they've had, 30+ days for them to replace something broken is not nice. (I dont live in a place where shipping takes long either - their facility is reasonably close).

Update June 8th
: shipping labels arrived two days ago, and I sent the package yesterday. 

Update June 4th
: Oculus Support (@OculusSupport) ;has still not sent the labels for the return of the broke headset, and their support notified me this night that "it looks like we have encountered a number of issues on the backend which have created some delays with processing replacements". I appreciate that they reached out to me to let me know this (the message was personal, not boilerplate), but the wait keeps adding up. They are basically saying getting a replacement will take a while. Meanwhile, new headets ordered from Oculus.com ship within a day, I've asked if I can just get a refund, and I could just buy a new headset from their site or retail.

Update May 31st 2019:
So they did yesterday decide to replace the headset, as expected. The time projection is my new headset will arrive within 10 days of returning the old one. The return label has not yet arrived (it will be from a local partner, I suspect), but I'll keep updating this post with what happens next. I'm happy there is some movement at least. 

Update May 30th 2019
:  Oculus support has still not committed to taking the headset back or replacing the cable, but said they are looking deeper into the issue at least.. They have once requested I run the log collection again, and sent a general notice they are overloaded. Since the OP was written I have tried the new firmware from the public test channel as well, and asked support if there was any way to hard reset the headset or its firmware/components (there was not). Let me also add that the two machines I tested the headset on have different architectures. One is a MSI VR-ready laptop, and the other a self built tower with a very recent ASUS motherboard targeted at gaming,.

Original post May 24th 2019: Just wanted to share the lack of progress on my apparently broken Rift S after discussing it with Oculus support today. So one important thing is that the headset actually worked for a few minutes when I first set it up, lost hand tracking and never recovered. On the next setup, it got stuck in "sensor check".

After trying everything from reformatting the disk and reinstalling Windows, using a different machine, different USBs 3/2, a powered hub, re-installing software, checking I was not running Windows N, ensuring camera privacy settings were right, restarting the service, and much more I got through to Oculus Support (on Chat) which today suggested:
  1. Re-installing the software in safe mode and deleting some folders in AppData etc.
  2. Trying to at least three times un- and re-plug the cable at the headset end, giving it one minute before reinserting.
The headset still does not get past the headset sensor check, and fails with the error in the screenshot. "Skip setup" leads to the headset having sound, but no tracking, and the video being three blinking dots, as seen in the video: https://www.youtube.com/watch?v=tphMVNJFN2E&feature=youtu.be 

The rep said the logs did not look like there was faulty hardware, but what else can it be at this point? The USB plug on the PC side of the cable gets very very warm. Maybe it's the cable, who knows. I'm awaiting a reply from them now.


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Comments

  • SnappyTSnappyT Posts: 1
    NerveGear
    I am having literally the exact same problem as you right now and it is really frustrating. Let me know as soon as you have this solved because i really want to use mine fast.
  • knutsiknutsi Posts: 140
    Art3mis
    edited May 24
    SnappyT said:
    I am having literally the exact same problem as you right now and it is really frustrating. Let me know as soon as you have this solved because i really want to use mine fast.

     Likeways mate - the whole thing it's very anticlimactic after the long wait (and shipping, in my case). 
  • TheDilzTheDilz Posts: 6
    NerveGear
    Glad im not the only one. Did Oculus suggest to send the headset back? Or does it seem more likely a problem on their end
  • The_BassPlayerThe_BassPlayer Posts: 2
    NerveGear
    I have been having the exact same issue. I cannot get the headset to do anything. It's been like this since I got it 2 days ago. I've tried everything you can think of. I'm about ready to demand a refund.

    Side note: the Oculus software is horrible. Really horrible. A 7.3gb download ever time I have to reinstall this stupid software to troubleshoot? Who's idea was that?
  • The_BassPlayerThe_BassPlayer Posts: 2
    NerveGear
    Ok, I just fixed mine. Hopefully this can help some of you too. I had to go into device manager, and change the driver for the ASMedia USB3.1 eXtensible Host Controller. For some reason, even though that controller works fine for other USB 3.0 hardware, it causes problems for the Rift S.

    Right click it, choose "update driver", then choose "browse my computer for driver software". Choose "let me pick from a list..". Untick "show compatible hardware", choose "(standard USB Host Controller) from the menu on the left and select "USB xHCI Compliant Host Controller" from the box on the right.

    This will replace the ASMedia USB driver with a generic USB3.0 driver from Microsoft. As soon as I did this, the Oculus Rift S sensor check worked fine, and I could use the Rift S without and dramas.
  • TheDilzTheDilz Posts: 6
    NerveGear

    This will replace the ASMedia USB driver with a generic USB3.0 driver from Microsoft. As soon as I did this, the Oculus Rift S sensor check worked fine, and I could use the Rift S without and dramas.

    for some reason when I restart my computer it reverts back - I have Intel(R) USB 3.0 eXtensible Host Controller - 1.0(microsoft)
  • RedRizlaRedRizla Posts: 6,089 Valuable Player
    You did turn on your camera in Windows 10 privacy settings didn't You?
  • knutsiknutsi Posts: 140
    Art3mis
    edited May 24
    Side note: the Oculus software is horrible. Really horrible. A 7.3gb download ever time I have to reinstall this stupid software to troubleshoot? Who's idea was that?
    As a long time Oculus user, I actually think their software is well done (: But it is a really large download. I bet much of it is home assets, instructional videos and other media.
  • knutsiknutsi Posts: 140
    Art3mis
    Let me just add that I'm not looking for a refund, just for them to replace it with one that works. The sad part is how long that appears to be taking, now that so much troubleshooting has been done. The local electronics stores actually would soon have some in stock where I live, but of course now the date where they get new ones is creeping longer and longer into summer, so the option to refund and rebuy elsewhere is looking worse and worse too. I hope this resolves itself. I really like Oculus products, and look forward to getting back into e.g. Echo VR (2000 games in at this point).
  • qtjequirijnqtjequirijn Posts: 7
    NerveGear
    I reinstalled windows, got the newest update, gave all apps camera access etc, usb power saving off, tried beta of oculus.
    Still no luck, on r/oculus seems like more people have the problem and Oculus Support hasn't replied yet.

    The only thing i found was in the log is the error message "Usb lack of hardware resources" anyone knows what that means.
  • qtjequirijnqtjequirijn Posts: 7
    NerveGear
    can you send screen shots of the support email
  • knutsiknutsi Posts: 140
    Art3mis
    can you send screen shots of the support email
    I can upload that and some interesting things from the logs later this evening (I’m in Europe)
  • qtjequirijnqtjequirijn Posts: 7
    NerveGear

    I can only find the driver "USB xHCI Complaint Controller" at "Generic USB xHCI Host Controllers" not at "(standard USB host controllers)"

    See link: https://photos.app.goo.gl/FTJVwxfti8SkmzVMA

  • jordan.boisclairjordan.boisclair Posts: 1
    NerveGear
    I have the same exact issue - fails sensor check, 3 black dots loading screen after skipping the sensor check.

    I have already tried:
    - flashing BIOS update which had a USB 3.0 fix
    -uninstalling/reinstalling/repairing Oculus software several times
    -Updating USB 3.0 drivers (VIA)

    Will try this "Generic USB" driver mentioned above.
  • knutsiknutsi Posts: 140
    Art3mis
    edited May 25
    can you send screen shots of the support email

     Here you are. These are my chat log with support, a procedure they suggested and some interesting parts of the logs Oculus collects (I think).
  • knutsiknutsi Posts: 140
    Art3mis
    I have the same exact issue - fails sensor check, 3 black dots loading screen after skipping the sensor check.

    I have already tried:
    - flashing BIOS update which had a USB 3.0 fix
    -uninstalling/reinstalling/repairing Oculus software several times
    -Updating USB 3.0 drivers (VIA)

    Will try this "Generic USB" driver mentioned above.
    Did yours initially work as well, or did it always failed to pass sensor check?
  • dualdierdualdier Posts: 3
    NerveGear
    I'm literally having the EXACT same issues as well. The only difference is, I've never gotten my Rift to work at all. It was 3 dots, then if you skip setup, Oculus software says a reboot is required, I reboot the software. Nothing happens. Then it gives me the same exact error after I skip setup. I get 3 dots when I try to launch any sort of game. It does not ever get past the sensors not able to detect headset error. I submitted a case to support. Not sure what else to do...
  • dualdierdualdier Posts: 3
    NerveGear
    knutsi said:
    I have the same exact issue - fails sensor check, 3 black dots loading screen after skipping the sensor check.

    I have already tried:
    - flashing BIOS update which had a USB 3.0 fix
    -uninstalling/reinstalling/repairing Oculus software several times
    -Updating USB 3.0 drivers (VIA)

    Will try this "Generic USB" driver mentioned above.
    Did yours initially work as well, or did it always failed to pass sensor check?

  • dualdierdualdier Posts: 3
    NerveGear
    I tried the generic driver on my intateck USB hub and my Rift can now detect the sensors!!!
  • Aidens12Aidens12 Posts: 110
    Art3mis
    i had this problem too, i fixed it for me by going to the devices tab on oculus desktop app, selecting rift s and touch, scroll down to forget device, then i disconnected the cables and went through the device setup again.
  • qtjequirijnqtjequirijn Posts: 7
    NerveGear
    No progress for me yet

  • knutsiknutsi Posts: 140
    Art3mis
    Aidens12 said:
    i had this problem too, i fixed it for me by going to the devices tab on oculus desktop app, selecting rift s and touch, scroll down to forget device, then i disconnected the cables and went through the device setup again.
    Thanks Aidens12, but after doing this many times, reinstalling windows and trying the headset on two different PCs that were both either formatted/reinstalled or reset using the option to reset windows, this does not apply in my case.

    dualdier said:
    I tried the generic driver on my intateck USB hub and my Rift can now detect the sensors!!!
    Thanks for the tip, but the USB driver used is already the generic Microsoft driver. I have also installed the Asus motherboard drivers, and flash the BIOS to the latest version.

    No progress for me yet

    Me neither. And Support is still quiet. If there is no reply by Tuesday I will try the chat again. Since the headset doesnt work or freshly installed PCs of two different producers, I cant see how anything short of a firmware update to fix something broken, or a replacement headset would solve this. 


  • UnfoldingBootUnfoldingBoot Posts: 4
    NerveGear
    I'm not entirely sure if this will help you, I was using a 3.0 port in the front of my tower and it would take multiple disconnects and reconnects to get passed the sensor check at all, then when it did and I would try to play something the tracking would drop after a minute or two and then it was back to multiple attempts to get passed sensor check. I suspect it had something to do with my current USB 3.0 ports not supplying enough power to the Rift S because as soon as I tried a PCI card everything has been working beautifully. This is the one I got
    https://www.amazon.com/FebSmart-Self-Powered-Technology-No-Additional-FS-U4-Pro/dp/B072LS4JH7/ref=mp_s_a_1_1?keywords=febsmart+4+ports+usb+3.0+super+fast+5gbps+pci+express&qid=1558843939&s=gateway&sprefix=febsmart&sr=8-1
  • knutsiknutsi Posts: 140
    Art3mis
    edited May 26
    [...] I suspect it had something to do with my current USB 3.0 ports not supplying enough power to the Rift S because as soon as I tried a PCI card everything has been working beautifully  [...]
    It might work for some. But there are also reports over at reddit of it not working. I did try the Rift S on a second PC, so to be honest, the chance of neither of these machines not being compatible with the device is probably very very low. It's very tempting to buy such a card tomorrow and try, but like someone on this forum stated before "there is no way [the Rift S] can be that finicky".

    I appreciate the advice however, and I'm happy it worked for you (:  

    (I have also tried to run the Rift S of a powered hub, and I was using 4x external sensors for the original Rift on the same PC before, so I'd be surprised if this was the issue).
  • TheDilzTheDilz Posts: 6
    NerveGear
    As @UnfoldingBoot said, this is what finally worked for me.

    I spent 12 hours over the course of 2 days trying to get it to worked. tried everything. 

    Eventually went out and bought a USB 3.0 Hub with its own power supply. Still nothing.

    Returned it and got the PCI usb card, and boom it worked! although still buggy....

    After i installed the PCI card, during the DisplayPort and USB 3.0 check, i was failing the USB check (which was a first).
    So i plugged it into the other usbs (that i was using before) and it passed, and as usual it failed the next stage - failed to connect to sensors.

    During that stage, i plugged the usb back into the PCI card and thats when it all worked!
  • knutsiknutsi Posts: 140
    Art3mis
    TheDilz said:
    As @UnfoldingBoot said, this is what finally worked for me. [...]  and got the PCI usb card, and boom it worked! although still buggy.... [...]
    Congrats (: Enjoiy VR ;). Did it ever work for you before the PCI card, and did you try the headset on other PCs?
  • TheDilzTheDilz Posts: 6
    NerveGear
    knutsi said:
    Congrats (: Enjoiy VR ;). Did it ever work for you before the PCI card, and did you try the headset on other PCs?
    No i was never able to get it to work before, and didnt try it on any other pc's
  • knutsiknutsi Posts: 140
    Art3mis
    yeah.. I'll contact support again tomorrow. The more I read about other people's problems here, the more certain I get my unit is quite simply broken - and broke 5 minutes into the first game I played. Alternatively the cable is broken, but since there is not replacement part for the cable on Oculus.com, I can't know.
  • MorgrumMorgrum Posts: 1,545 Valuable Player
    This is going to sound weird but try plugging your headsets usb into a powered usb hub.
    It could be as simple as my issue where the headset wasnt getting enough juice and the powered hub fixed everything for me.

    This goes double for laptop users.
    WAAAGH!
  • knutsiknutsi Posts: 140
    Art3mis
    Morgrum said:
    This is going to sound weird but try plugging your headsets usb into a powered usb hub.
    Thanks, but as I wrote in my first post: "After trying everything from reformating the disk and reinstalling Windows, using a different machine, different USBs 3/2, a powered hub, re-installing software, checking I was not running Windows N, ensuring camera privacy settings were right, restarting the service, and much more I got through to Oculus Support (on Chat) which today suggested"

    It seems to work for some people however. Also since I termed it on two PCs, I highly doubt both would be problematic. I really like what someone else wrote here or on reddit earlier: "there is now way it can be this finicky" 
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