Rift loses randomly HDMI connection

schrumpelrat · June 2016

first of english is not my native language and i'm not great with it, so please excuse bad grammar etc.

i have a problem with my rift. since it came to me i have trouble to play for more than a couple minutes or not even seconds before it loses the hdmi connection.
i tried several steps to fix this issue:

connect hdmi direct to the gpu port
connect hdmi through a front connection in my card reader
connect through a dvi to hdmi connector, a passive displayport to hdmi connector and an active displayport to hdmi connector

i also tried to refit the cable in the rift. i connected the rift to the usb 3 ports of my motherboard and on the port of my add on card. i also tried one usb 3 on the mb and one on the add on card and switch them vice versa.
i disabled the energy savings options on all usb ports, the rift sensor and the gpu.
i also tried different usb and gpu drivers (older ones as well as the current ones)

my specs:
intel i7 4790k
msi gd65 z87 gaming
palit gamerock 1080 (had the same issues on my palit 980ti, but my 1080 came short after my rift and i was thinking the 980ti had a incompatible hdmi port)
32gb ddr3 2133mhz
windows 10 pro 64bit
fresco logic fl1100 usb 3 pcie card

current installed gpu driver is 368.51, for usb 3 it is 10.0.10586.212 for the fresco card and the default windows driver for the intel usb 3 on the motherboard.

i also restart my pc after every fix attempt just to be sure everything is in the right place.

i hope someone can help me to get in vr already ;_;

i added also the recommended logs.

FrozenPea · June 2016

It seems as though you have pretty much tried everything! Have you even tried your USB2 ports?

I would recommend contacting Oculus support through creating a ticket: https://tickets.oculus.com/hc/en-us/requests/new

You might need a new cable

schrumpelrat · June 2016

ahh i was searching for the support ticket system in the first place xD thank you for the link!

FrozenPea · June 2016

no prob bud, hope it gets sorted!

KevinHerzig · June 2016

I suddenly started having this issue about a week ago. I found that somehow my USB driver for my "Fresco Logic" had been updated. I reverted the driver to the Microsoft supplied driver, and it's back to stable.

I seem to remember seeing this driver update having been pushed through the Oculus app, but I can't validate it.

Ruined · June 2016

I noticed with X79 mobo and GTX1080, RIFT loses HDMI connection if it is plugged into HDMI when the computer wakes from sleep.

schrumpelrat · June 2016

KevinHerzig said:

I suddenly started having this issue about a week ago. I found that somehow my USB driver for my "Fresco Logic" had been updated. I reverted the driver to the Microsoft supplied driver, and it's back to stable.

I seem to remember seeing this driver update having been pushed through the Oculus app, but I can't validate it.

did the same and rolled back. my rift won't do anything with the updated fresco driver.

Ruined said:

I noticed with X79 mobo and GTX1080, RIFT loses HDMI connection if it is plugged into HDMI when the computer wakes from sleep.

i read a lot about this in my research. my pc is always completely turned off when i'm @work or sleeping. i never use the sleep function.

Ruined · June 2016

schrumpelrat said:

Ruined said:

I noticed with X79 mobo and GTX1080, RIFT loses HDMI connection if it is plugged into HDMI when the computer wakes from sleep.

i read a lot about this in my research. my pc is always completely turned off when i'm @work or sleeping. i never use the sleep function.

Another option is to unplug the rift from HDMI before computer wakes, wake computer from sleep, then plug rift back into HDMI. I submitted a bug report to NVIDIA.

Hotdog12 · June 2016

got a similar problem, bending the headset connector triggers the problem. sometimes shaking the headset also turns it off. sometimes i cant play for even a few minutes, sometimes I can play for hours

Javbomb · June 2016

This has been happening to me since day one. Got my oculus a few weeks ago. Only just got my replacement cable today. Still the issue persists, If I set the Oculus on the table I have stable connection, as soon as I pick up and handle the unit in any way, the HMD drops connection repeatedly, definitely hardware fault at the HMD connection.

Obviously I have tried 8 different USB ports, 3 different HDMI ports spanning two graphics cards, two Oculus HDMI cables now (Including my replacement today), and the fact that the unit is stable when not physically touched points to the HMD being DOA Faulty. This is incredibly frustrating given it took 2 weeks of useless back and forth communication before I got my new cable. Wonder how long I will have to wait now for a new Oculus unit.

Support is hopeless, I should be able call a number and get to the bottom of my issue with a resolution in the space of one single phone call, not generic ticket based replies.

Hope you get your unit sorted, but prey that the cable is the actual issue, as in my case, my HMD is clearly stuffed.

Hotdog12 · June 2016

@Javbomb I also tried putting the headset on the table several times, each time I stared at it for at least 10mins and as long as I dont touch it, it works perfectly fine. I hope customer service will send me a replacement cable as soon as possible, but I also doubt that it will solve my problem. At least It will rule out the cable. I will ask support for one right now, hope it will spare me the weeks it took yours to arrive....

Javbomb · June 2016

Hotdog12 said:

@Javbomb I also tried putting the headset on the table several times, each time I stared at it for at least 10mins and as long as I dont touch it, it works perfectly fine. I hope customer service will send me a replacement cable as soon as possible, but I also doubt that it will solve my problem. At least It will rule out the cable. I will ask support for one right now, hope it will spare me the weeks it took yours to arrive....

If you can get the cable in there pretty snug and then when you pick up the HMD and kind of flex the frame of it a little bit, squeeze it etc and it drops connection the issue is likely not the cable. On the first cable I had in my testing I put a little strip of duct tape on one side of the Oculus HMD cable and inserted it, that made the cable fit in there really snug and totally took away all of the side to side play it had, that was one thing I thought was causing the fault. Yet still even though the cable was now making a solid connection any time I picked up the HMD and basically put it on, or adjusted it on my head it would just cut out.

And like you, I could leave it on sitting on my table and it would never disconnect, as long as I left it there, that basically rules out an PC side issues right there and points all the blame at the HMD's connection hardware.

schrumpelrat · June 2016

i keep you all updatet with my problem. i'm in contact with the support now, tried to reconnect my rift cable on the unit again as he mentioned, but without solving the problem. waiting now for the next step.

Hotdog12 · June 2016

Javbomb said:

Hotdog12 said:

@Javbomb I also tried putting the headset on the table several times, each time I stared at it for at least 10mins and as long as I dont touch it, it works perfectly fine. I hope customer service will send me a replacement cable as soon as possible, but I also doubt that it will solve my problem. At least It will rule out the cable. I will ask support for one right now, hope it will spare me the weeks it took yours to arrive....

If you can get the cable in there pretty snug and then when you pick up the HMD and kind of flex the frame of it a little bit, squeeze it etc and it drops connection the issue is likely not the cable. On the first cable I had in my testing I put a little strip of duct tape on one side of the Oculus HMD cable and inserted it, that made the cable fit in there really snug and totally took away all of the side to side play it had, that was one thing I thought was causing the fault. Yet still even though the cable was now making a solid connection any time I picked up the HMD and basically put it on, or adjusted it on my head it would just cut out.

And like you, I could leave it on sitting on my table and it would never disconnect, as long as I left it there, that basically rules out an PC side issues right there and points all the blame at the HMD's connection hardware.

Today I also tried the duct tape on the hmd plug. It helped a lot, at least it seems to. But the rift still loses its connection sometimes when I shake it or flex the frame as you told. Hence the error still exists, I will keep testing and I will keep the support ticket open. As it looks like I have the cable/moving plug issue but in addition to it I got the same problem as you, but not that severe.

schrumpelrat · July 2016

update on my issue: got my new cable in the mail today, unfortunately got the same issues as before. now again waiting what happens next.

Hotdog12 · July 2016

schrumpelrat said:

update on my issue: got my new cable in the mail today, unfortunately got the same issues as before. now again waiting what happens next.

It is always the same, that replacement cable almost never solves the problem. I think it is just to stall the entire rma process. Just like the no answer policy

AndyW1384 · July 2016

I have a strong suspicion that in at least some cases the problem is software, not hardware. My problem is that when I start using Rift, after a while the screen goes black. Solution? Exit the application, close and re-start Oculus Home, try again. No more blackout.

Occasionally I'll find when I first come to use the Rift that it thinks HDMI isn't connected. At worst, restart my PC, often just shutting down OH and re-starting it will fix the problem.

Similar symptoms to many others, almost certainly a different cause - and possibly a much harder one for Oculus to diagnose.

schrumpelrat · July 2016

another update on my issue. support ask me to try it on another Pc. i was on a friends house today and on his machine i got the same issues! furthermore i think the hole problem is getting worse! needed almost one and a half hour to get thru the initial installation process! the rift lose connection all the time and it's getting harder to bring it back to life. i ask now for a replacement unit. I'll keep you updatet.

pvsleeper · July 2016

null
Hey schrumpelrat - have you had any success getting a replacement?

PIXELATED · July 2016

Javbomb said:

Hotdog12 said:

@Javbomb I also tried putting the headset on the table several times, each time I stared at it for at least 10mins and as long as I dont touch it, it works perfectly fine. I hope customer service will send me a replacement cable as soon as possible, but I also doubt that it will solve my problem. At least It will rule out the cable. I will ask support for one right now, hope it will spare me the weeks it took yours to arrive....

If you can get the cable in there pretty snug and then when you pick up the HMD and kind of flex the frame of it a little bit, squeeze it etc and it drops connection the issue is likely not the cable. On the first cable I had in my testing I put a little strip of duct tape on one side of the Oculus HMD cable and inserted it, that made the cable fit in there really snug and totally took away all of the side to side play it had, that was one thing I thought was causing the fault. Yet still even though the cable was now making a solid connection any time I picked up the HMD and basically put it on, or adjusted it on my head it would just cut out.

And like you, I could leave it on sitting on my table and it would never disconnect, as long as I left it there, that basically rules out an PC side issues right there and points all the blame at the HMD's connection hardware.

I am experiencing the same issues and have contacted support (raised a ticket + sent log files etc) 'Oculus Hardware Error' is the message...THEY are looking into it, I really hope I don't have to do the 'plug a new lead in' scenario to find out it doesn't work after weeks of waiting for it to arrive as i've pretty much sussed that this issue is wholly due to the HMD's internal connections - simply a dry/weak solder joint inside the headset. Any picking up/movement of the headset inc moving earphones disconnects ...

There's only so many windows 'trumpet sounds' of connecting devices and disconnecting devices one can handle.
@javbomb.. did you get your rift made happy again or are you still waiting?

Greenfire32 · July 2016

Ruined said:

I noticed with X79 mobo and GTX1080, RIFT loses HDMI connection if it is plugged into HDMI when the computer wakes from sleep.

Just tested this myself on an ASUS P8Z68-VLX motherboard and I get the same issue. Waking from sleep causes the Rift to lost HDMI connection.

Javbomb · July 2016

PIXELATED said:

@javbomb.. did you get your rift made happy again or are you still waiting?

Not just yet...

https://forums.oculus.com/community/discussion/comment/417773/#Comment_417773

Javbomb · July 2016

Javbomb said:

PIXELATED said:

@javbomb.. did you get your rift made happy again or are you still waiting?

Not just yet...

https://forums.oculus.com/community/discussion/comment/417773/#Comment_417773

Got my replacement Rift Finally... After four hours of the amber light and not being able to get it working I found a really odd quirk where I had a rogue file called 'Program' in the root directory of C Drive which was stopping the Oculus services from correctly executing the library and switching on the HMD... I was almost ready to give up when I finally looked really hard at the Oculus logs and found some references to not being a valid Win32 application, googled it, and saw a tip saying that's usually because of a space in the file path... Ha.

Anyway, deleted that file, and holy hell it all seems to work. Didn't play for too long, but I kind of squeezed the HMD and twisted it a bit to the point where the other would cut out and this one is good... played a couple games for about 30 mins and not one drop out despite taking on and off the HMD a few times. I think this nightmare may be over 'touch wood'

Time to try and forget this whole ordeal and just enjoy VR.

Over and out.

PIXELATED · July 2016

@Javbomb
great that you got your replacement.. - very envious

and that file called "Program" is in my startup process so I disabled it to see if it made a difference to the CV1 - answer 'no' - on or off !
...but what the hell is a thing called 'program' sitting in start up with no details about it... I'm typing this on a Mac which I use for email and internet except of course for downloading Oculus stuff - the Pc is purely for CV1 - Well it was until the HMD didn't work... just a large money cow sitting there waiting for love from support right now (-:

SauSack · July 2016

...and another one who got several HDMI disconnects - no matter if I manipulate the cable or not.....
Hopefully they will fix their SOFTWARE RELATED issue.....

PIXELATED · July 2016

@SauSack
Wish I could believe it was a 'software' related issue !
My rift worked when I first installed it into a fresh PC... then over a short period of time it gradually worked less and less.. my guess is that something gets hot inside the headset and starts to fail then eventually gives up.
TO ADD:
Here's a couple of vids from people with exactly the same issue to illustrate:

https://www.youtube.com/watch?v=VG1NG8BOJtQ&t=0s

https://www.youtube.com/watch?v=BRCSLPuFBJ0

mine used to do this 'connect/disconnect' behaviour but now there's nothing, zilch happening just orange light

SauSack · July 2016

Here its slightly different.
The biggest problem seem to be within starting the rift hardware.
Everything seems to work fine, I can shake the cable as much as I want to, no error, but when I force the rift to illuminate - by putting it on my face, or even by touching the sensor which indicates if its active or not - the HDMI error appears and the rift monitors turn black.
After restarting the oculus software it works again, sometimes for an hour, but when I turn it on again next time the error strikes back ........

Really annoying........

Will have to look further into it.......

SauSack · July 2016

.....even more confused after some testing.....

While ingame I can shake and pull as much as I want to(!) - it seems to be stable....

But when I then try to take the rift off the HDMI error pops up, even when I only stretch the headset I get the error message.....

After restarting the oculus software it seem to work again......till I try to put it on and stretch those bands :-/

What a SHITE!

That does not make any sense to me at all.....

Will try to ask the support...

Ybalrid · July 2016

I actually got the same kind of HDMI connection problem, and they seem worse when the rift has been powered on for a moment and is a bit warm. This is weird.

It doesn't happen often enough for now for me to bother contacting the support, but I'm quite reassured to say that's it's not only mine that suffer from this.

It only happens when I put/remove the headset from my face while holding/pressuring the left side of the unit. Slightly squeezing the frame through the fabric create the same issue. But only sometimes...

If it gets worse, I'll ask the support for a replacement.

PIXELATED · July 2016

@Ybalrid
I hope your headset stays alive..!

Mine has now packed up completely, I have tried many things including:

1. Installing / re-installing USB drivers for Asus Z170 deluxe motherboard
2. Turning off power saving mode on ALL USB ports so they are now constantly on - no sleep
3. Buying an Inotec PCI USB3 card
4. Buying a HDMI to displayport adapter - just in case my display port was the problem on the GTX1080 <eek>
5. Re-installing Oculus software - 7 times - not forgetting to delete hidden folders
6. Disabling windows firewall
7. Disabling and then uninstalling BitDefender virus protection software
8. Checking for bent or missing pins on all leads
9. Checking leads for kinks or cuts
10. Formatting Hard drive and re-installing Windoze 10 pro

11. oh forgot to add; trying all the many different usb ports and permutations - I know how to have fun

...so then I contacted support on 19th July and supplied them with all the log files needed - described very well here;
https://forums.oculus.com/community/discussion/33792/how-to-get-logs-for-bug-reports-for-consumer-rift-1-3#latest

and was asked:

Is your computer a desktop or a laptop?
Do you get any sort of error messages at all?
Is the Rift plugged into your motherboard or your dedicated GPU?
to run the compatibility tool
re plug in the headsets hdmi cable

that was even more fun..

Then i sent more log files and pictures of my computer, its usb connections and made a small video (not very good) of the connect disconnect issue and also a photo of the "Hardware Error" message i was getting.
https://www.dropbox.com/s/o9fw3e90rfz7nsi/Oculus hardware error.mp4?dl=0

more here but not my videos:

https://www.youtube.com/watch?v=VG1NG8BOJtQ&t=0s

https://www.youtube.com/watch?v=BRCSLPuFBJ0

If you've got this far in the post - well done

Since the CV1 was a significant birthday present from my partner I asked her to write to Oculus and open a ticket asking them to look into my case as I thought they were ignoring me because I was not the registered purchaser - (despite my messages to them in March this year asking them to transfer ownership of CV1 to my name so I could feel good when it arrived - late June) I was so excited when it came but hadn't finished building a PC good enough to run it yet - argggh - but it all worked out fine, the Rift worked fabulously for one or was it two days in 15 minute intervals.

Support contacted me and my partner TODAY 23rd July - very polite and apologetic suggesting I send a photo of the headsets plug ends on the leads
<Tick>

TLDR: Reported all this 5 days ago and now have someone nice at Oculus looking into sending me a postage label via email to return it to the warehouse - somewhere in America i imagine.

Hope you don't have to go through all this mate

PS; I'm an 'old' electronics engineer and sometimes when small things get hot they stop doing what they are intended to do. Cool your rift and only use it for half an hour and it might be OK

jamstorr86 · July 2016

having issues too where the headset disconnects, also after it has warmed up. about 5-10 mins into a game I will get a disconnect. I suspect its something to do with where the cable plugs in, as i am seeing that applying slight pressure to that area, can prompt the problem. The pressure applied is in the same area my face would apply pressure playing games, where I am turning my head. Its like something has come loose within the connector area. Can't help but feel that this consumer version isn't really fit for consumers yet. The lack of communication from support really has me worried, as it would appear that this is a common issue, becoming more common as more rifts become used day in day out. Would suggest that he headset is a little fragile and not up to the rigours of use by a typical person.

Rift loses randomly HDMI connection

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