Rift loses randomly HDMI connection

Comic_Book_Guy · August 2016

So much for a no issues Rift. It went black playing Ascension and Windows did the device connected/disconnected sound. About 4 seconds later, I got video, but mic wasnt working, and the guy I was playing with had no idea why I wouldnt respond.

Lovely! $900....

SauSack · August 2016

cybereality said:

Yes, I understand. I will speak with the support team about your issue.

Yes, please try to speed up the support for us HDMI victims!!
We are all motivated to spend our hard earned money for this project, we deserve a solution faster than two months or so.
How should we advertise this great immersion bringer when its broken for the first time?
We all have to strike the iron while its hot!!

Waiting for a working Rift.....

PiranhaUK · August 2016

I too am having the intermittent HDMI issue which is now happening every 5-10 mins and requires The Assembly to be restarted each and every time

(

Luckily I'd check on here before hand and so ruled out the cable using a friends CV1 and ruled out the PC by trying it on a completely different PC setup. I even had the logs all ready to send.

Had a very quick response from support so far so hopefully it will get sorted quickly.

muskey · August 2016

Hi guys i also am having the same issue, hdmi drop then back with no sound. Hdmi cables were messed up when rift arrived new, so looking a new cable hopefully tht will help definatly strange thow that it also fixes itself ,can only play for 5 mins at a time now ......not good.

warmongerVR · August 2016

same here, HDMI disconnects every 5 minutes or so, I've been waiting about 2 weeks for a response from support since I sent oculus logs which they requested, no confirmation that they have received it so I have sent it 3 times the last one asking for confirmation that they have received it, but still heard nothing , tried every combo with usb's, its disgusting how they are treating everyone with this problem, the support is rubbish

Laddi_de · August 2016

PiranhaUK said:

Had a very quick response from support so far so hopefully it will get sorted quickly.

They are very quick until it is clear that the rift has a problem. Then the communication stops rapidly.

Comic_Book_Guy · August 2016

Laddi_de said:

PiranhaUK said:

Had a very quick response from support so far so hopefully it will get sorted quickly.

They are very quick until it is clear that the rift has a problem. Then the communication stops rapidly.

Funny enough, that's my experience as well. They responded 3 times pretty quickly, then nothing. They failed to address the odd pattern/color in my left eye during loading screens and dark scenes in Mythos of the World Axis and didn't answer why I have a few thousand errors from the Rift in Event Viewer.

SauSack · August 2016

The official voices are much to silent although it looks like a problem with a whole charge or more but,
No need to be offensive against the support or anybody involved.
And pls, don't mix the threads, keep the forum clean and stay within the rifht threads, or start a new one if you encounter a NEW problem.

And stay constructive to help us all solving ecerybodys issue.........

And, oculus, talk to us ;-)

Regards

Lanadelhanks · August 2016

Got my Rift 3 days ago and am having this exact issue. I first noticed it during the driver setup and figured my HDMI port was going. It stopped soon after and I got a solid 2 days of play, then it hit me hard today and won't go away. I can't play for more than a minute without it losing connection. Sent a support ticket but now I'm worried that they are gonna take forever. I might just return it to Amazon honestly if they take a long time. So much for this.

cybereality · August 2016

Please wait for support to respond. We can replace the cable or the headset if necessary. Thanks.

Lanadelhanks · August 2016

Okay, I'll wait it out. Thank you.

Laddi_de · August 2016

Really, you bought yours a few days ago?
At Amazon?

It's your decision! Lucky Guy! You have a choice!

Lanadelhanks · August 2016

Yeah I think I'm going to, I was in contact with support but they stopped responding once I sent the pictures they asked for. Amazon return is short and sweet.

Laddi_de · August 2016

Believe me, good decision! Bad for the guy with the next warehouse deal

@SauSack:
No one is offensive against the guys from Oculus. Soon there will be a lot of competitors with the ability to satisfy costomer needs. Right now there is a hype about it and all the nerds like us are very easy to satisfy. When you behave like that on a mass market you will fail.

I work for a big retailer in the software development. When I take a look at our tickets from customers and how they behave for much less, compared to this, this is a birthday party.

PiranhaUK · August 2016

Laddi_de said:

PiranhaUK said:

Had a very quick response from support so far so hopefully it will get sorted quickly.

They are very quick until it is clear that the rift has a problem. Then the communication stops rapidly.

I may have spoken too soon. I had 3 quick responses over 50 minutes and now complete silence for 3 days after sending them the full log files. I'd already spent hours/days troubleshooting the issue and confirmed that it is not an issue with the PC setup or the Cable before contacting them so was hoping for a quick resolution. Hopefully this won't end up dragging out over weeks....

Laddi_de · August 2016

AHHHH! They closed my ticket! Thank you Oculus! Now I can start from the beginning!

Too many negative posts I think. Well, they are stronger than me.

Why have I bought it? I was so stupid!

I got a quick answer: The ticket is closed after 7 days automtically. Internally it is still open. Well, I got a heartattack

Fiege · August 2016

Folks, guess what! The hdmi connection error is back and this time it's really bad. I haven't used the rift for a couple of days and when I picked it up again the error messages started and haven't stopped since. I'm still not sure wether it is because of faulty hardware or bad usb handling and I don't care to be honest. I've paid almost 750 Euros and I do have a computer which meets all the requirements, so I don't blo**y care, if it is due to faulty hardware or software.

PIXELATED · August 2016

@Fiege
If you haven't done this already.. do the things described in this thread:
https://forums.oculus.com/community/discussion/33792/how-to-get-logs-for-bug-reports-for-consumer-rift-1-3#latest
Supply support with photos of pin ends of hdmi/usb cables, video, full specs of your computer, the log files and a list of everything you've tried to solve the issue + anything else you can think of - Give them a few days to get back to you on the premise you'll contact the bank you bought the Rift through to pursue 'charge back' if support aren't responding.

I recon there was a bad batch of CV1's (consumer versions!- irony) and support are trying to work out how to deal with it.

<good luck>

Professord3ath · August 2016

Same issue here. I even sent them a picture.....radio silence for a month.

Filed resolution not return through PayPal. Hopefully I'll get a response but I'm not holding my breath!

PIXELATED · August 2016

@Professord3ath
Radio silence for a month.. crazy!
...it would seem that posting on the forum is the way to go..
I hope your second post brings more happiness

Professord3ath · August 2016

Crazy! One day after the Paypal process and they want my address and unit number. They "say" they will send out a new Rift.

Has anyone actually been successful once they ship it in?

Thanks for the support!

Vileee · August 2016

I have exactly same problem! Hdmi disconnect very often when i'll take Oculus away from head. I have reseated cable few times and it wont help either. I ordered mine 19.7 from their webshop.

Yesterday they asked me to update usb & gpu drivers, but the problem is still there

Laddi_de · August 2016

Welcom to the club. Welcome to the suppot hell of oculus.

You bought yours at Oculus so you have lost. I wait now for 14 days and except of asking for pictures, logs and an adress, nothing happens.

This is one of my worst experience with a company ever. I give you the advise expect nothing then it is better for your health.

PiranhaUK · August 2016

Professord3ath said:

Crazy! One day after the Paypal process and they want my address and unit number. They "say" they will send out a new Rift.

Has anyone actually been successful once they ship it in?

Thanks for the support!

That's ridiculous. You shouldn't have to lodge a complaint with Paypal just to get them to respond about a faulty product. Its been a week now without a response (or working Oculus Rift!) so it looks like I'm forced to go the "Complaint Resolution" path.....

silent_wolf · August 2016

I got this issue with my CV1 bought in 4th week of July 2016

As well as a tilted view problem, I got the HDMI discconect problem too.

I took a vdo of the disconnect problem.. I know the vdo is blurry but it shows the problem

https://www.dropbox.com/s/voyhvg1vrnp8vj2/MAH00100.MP4?dl=0

After sending this vdo to support and got a support drone response to update my driver and etc.. I just sent mine back to shop for refund.

This looks like a major problem on the new July/Aug CV1 lots

silent_wolf · August 2016

If you purchased from a retailer, I wouldn't waste time for RMA or support.. just go through your retailer/eBay/paypal and request refund. if you RMA you will corner yourself, have to go through tedious drone steps, send logs, wait for response etc.. ie do their jobs for them and even then, risk getting refurb units back.

Use your retailer/eBay/paypal buyer protection for refund, its much more effective, and you will have more options for yourself

If you bought direct from Oculus, go through your CC company.

SauSack · August 2016

....just a small update....
Received my RMS ticket, rift has arrived in holland today......

Hopefully I will get a WORKING one.....

Beneath, it is not an issue of the newer ones alone - got mine in early june .....

Stay tuned

DNACowboy · August 2016

I have a 'July/August' CV1 unit and the HDMI disconnects have just started, this is totally unacceptable. I wonder, can usb issues cause the HDMI to disconnect or does it have to be either the cable or headset?

howardru4u · August 2016

I created a video and showed 2nd level support how shaking the headset causes the HDMI disconnect issue. After confirming I did all the reseating of the HDMI cable to the headset and sending over my specs, the support guy initially said he'd send a new cable, but then an hour later said he wanted my entire system back and they would replace. My GUESS is that it's a certain batch of serial #'s which are defective and not built to spec.. George in support knows what the serial #s are which fall into the "defective" bucket. Get the serial # off your packaging (not the software) and include with your trouble ticket. My new one is working great (it's just Microsoft who messed up the XBOX controller drivers with their new Windows 10 Anniversary update. Don't install it!

PiranhaUK · August 2016

Asked Support for an update after a week of silence and I'm still awaiting a response.... Not happy.

Rift loses randomly HDMI connection

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