HP Mixed Reality Headset goes blank

[Titantula]

Hi All

i7-8700k

16GB DDR

Gigabyte Z370 D3H

GeForce 970 GTX

Power USB 3.0 hub

500w PSU

Win 10

My MR headset wont work if connected to one of the PCs USB 3.0 ports so I am using a powered USB 3.0 hub. I am also using 2 mini-display to HDMI ports (one to my monitor and one to my MR headset).  On my last pc build I had it working perfectly. On my new build (specs above) the headset will only stay one for about one minute after plugging it into my pc. Then it switches off and stays off.

Also for some bizarre reason my PCs bluetooth setup will only detect the left controller.

[Barachiel]

@Titantula,

Thank you for posting on HP Forums,

The Barachiel is at your service.

I understand you are in need of support,

I'll be glad to help you out, however, for an accurate solution I will need more details:

Have you attempted any steps on your own before posting on the HP Forums?

When was the last time it worked without these issues? 

In the meantime, please try the steps mentioned on this link: https://hp.care/2CeP21L

Please reply with the details for further assistance.

Eager to help!

[Titantula]

It worked fine on my last computer which was just after Xmas.

I built myself a new pc at the weekend and tried the headset on Monday. The Mixed Reality Portal works but the MR headset only displays graphics for about 2 mins before shutting off. I say it works, the truth is it works on none of my motherboard USB 3.0 sockets so I am having to use a powered one from my last build. Its that which gets me the two minutes.

In my BIOS I have turned off legacy USB power management and I have disabled my Overclock on the i7-8700k incase it was a power issue. I do have 5 fans inside my pc case and when I start to be able to hear my cpu fan (not loud, just starting to hear it) thats about 1 min 45 secs. Then 15 secs after that the MR headset shutsdown. I`m not sure if its power or overheating but my Gigabyte software doesnt show any problems with the power or temperatures inside the case.

My mobo is VR ready. I dont think its the mobo shutting it down but I dont know how I would even tell. Thanks for any help or advice you can give.

[Barachiel]

@Titantula,

Thank you for responding,

It's great to have you back 😉

I still suspect it could be a compatibility issue.

Follow this link https://hp.care/2Ei4x94 from Microsoft, to check out the hardware requirements.

Also check out the Expected headset frame rate, It should be either 90 Hz, or 60 Hz, according to the hardware configuration of the system.

If I have helped you resolve the issue, feel free to give me a virtual high-five by clicking the 'Thumbs Up' icon below, 

Followed by clicking on "Accept as solution" from the drop-down menu on the upper right corner,

Thank you for posting in the HP Support Forum.  Have a great day!

Regards,

[Titantula]

Hi Barachiel

The compatability app tells me I`m good to go, I have a top spec pc.

The mixed reality headset does work but only works for about 2 minutes before shutting down.

Regards

Titantula

[Barachiel]

@Titantula,

Thank you for replying with this detailed response 😉 

I appreciate your time and efforts,

Look's like you've tried most of the troubleshooting steps, In this case, I would request you to try the headset with a different PC and see if it works. 🙂

Let me know. 🙂

[Titantula]

Update on my MR headset:

I uninstalled the Mixed Reality Portal and reinstalled it. Going through the setup I can now get the software to detect both my controllers. I spent a while in those rooms where you shoot the gems and do voice commands (a lot longer than two minutes) without my VR headset turning off.

Then I finally went to that main room which shows the desktop screens for the part where I am supposed to load up an app. Quite literally 2 minutes after entering that main room my VR headset display turns off again. The controllers are still working, the Mixed Reality Portal is open, and I have sound from my headphones connected to my MR headset. Just no graphics from the headset.

And again, just before it went off my cpu fan became audible. Is it possible that when a mobo decides to up the cpu fan rpm that the headset closes down? My system diagnostics dont have temperature spikes on the cpu. I have two fans on my cpu by the way. One is an Asetek extreme performance micro and its this one I can hear. The other is a Noctua one that came with my Noctua CPU Cooler. Do you think disconnecting my Asetek fan will make a difference?

[Raj1788]

@Titantula,

It looks like you were interacting with Barachiel, but he is out for the day & I'll be glad to help you out. 
I'm Raj1788 & I'm at your service. 

Thanks for the detailed reply and I see that you use an additional fan for cooling the PC.

I suggest you remove the additional fan and use the HP Mixed Reality Headset, let's check if this works.

If the issue persists, I would personally suggest you contact our HP phone support for one on one interaction. 

If your product is out of warranty, then remember to choose the paid options to get the tech support number.

They might have multiple options to help you on this.

Please use the following link to create yourself a case number, then call and it may help speed up the call process:

Step 1. Open link:www.hp.com/contacthp

Step 2. Sign in / sign in as a guest

Step 3. Enter the product number or select to auto detect

Step 4. Scroll down to "Still need help? Complete the form to select your contact options"

Step 5. Scroll down and click: HP contact options - click on Get phone number and phone number appear.

Keep me posted on further assistance. Hope that helps! 

Have a great day ahead!

Cheers:)

[Titantula]

I`ve removed my additional fan but it still occurs.

I`ve run a diagnostics program on my GeForce 970 GTX and discovered that the Mixed Reality Headset is shutting down when my GPU reaches 72C. This is well withing the maximum operating temperature of my GPU which is 98C. The monitor also connected to my GPU remains on during this time.

Please can I ask if the headset software has a temperature shutdown? 

Please can I also ask if over the minutes since turning the headset on the wattage it uses is increasing?

I am thinking this is either to do with my headset, graphics card, or motherboard, turning off the 2nd mini display port when the temperature hits 72C. Or when the wattage demand increases maybe my psu isnt supplying enough juice. It is a 500 watt 80+ power supply and my new CPU and SSD card have higher demands than my last pc build.

[Raj1788]

@Titantula,

Thanks for the reply.

To answer your question, there is nothing as such a temperature shutdown.

Please try the headset with a different computer and check if it works to confirm the headset is working fine if it is then am afraid to say it could be a hardware issue with the computer.

Please use the following link to create yourself a case number, then call and it may help speed up the call process:

Step 1. Open link:www.hp.com/contacthp

Step 2. Sign in / sign in as a guest

Step 3. Enter the product number or select to auto detect

Step 4. Scroll down to "Still need help? Complete the form to select your contact options"

Step 5. Scroll down and click: HP contact options - click on Get phone number and phone number appear.

Keep me posted on further assistance. Hope that helps! 

Have a great day ahead!

Cheers:)