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Pimax Play
Error Codes.pdf (48.5 KB)
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1. Headset Not Starting Up or Enters Fastboot Mode
Check Starting Up: Prioritize checking if the headset starts up. You can switch to standalone mode to see if there’s any display. If you see a display, proceed to step 2. If there’s no display or if the headset enters Fastboot mode (only text is visible), perform the following steps:
(a) Press the Volume Down button, Power button, Volume Down button, and then Power button again in sequence.
(b) If the headset doesn’t restart or recover, arrange a remote session for further assistance.2. Checking HMD Displays and HIDs After Successful Standalone Mode
A. Once you have successfully seen a display in standalone mode on the headset, switch back to PC mode and connect the DP cable.
B. Navigate to the directory “C:\Program Files\Pimax\Runtime” and open the command prompt by typing “cmd” and pressing Enter.
C. In the terminal window, enter the following commands:
pi_server.exe list_displays
And
pi_server.exe list_hids
These commands will help you check the HIDs and displays connected to the headset. This information can provide insights into the connectivity status and available devices.
3. No Pimax Device Detected in HIDs and Displays
A. If you do not see any Pimax devices listed when using the commands from step 2, first ensure that your headset is powered on and not in a fastboot mode.
B. Check if the DP cable is properly connected to the headset’s port.
C. If you were using an extension cable for the DP, try bypassing it for now and connect the DP cable directly.
Make sure there is no obstruction or loose connection at either end of the DP cable.4. Pimax Device Detected in HIDs and Displays, But Not Functioning Properly
A. If you see your Pimax device listed in both HIDs and Displays, but you’re still facing issues, first try clicking the “Restart Service” option in the client to see if it resolves the problem.
B. If the restart doesn’t help, disconnect the DP cable from the headset. Then, restart both the headset and your computer. Once they’ve fully booted up, open the Pimax client and power on the headset. After that, plug in the DP cable to the headset.
5. Pimax Device Not Detected in HIDs
If you can see your Pimax device listed in Displays but not in HIDs, there might be a connection issue. Ensure the following:
A. Try switching to a different USB 3.0 port on your computer.B. Check the Device Manager for any device with an exclamation mark. If you find one, disable it and then enable it again.
Ensure that the DP cable is correctly connected to the graphics card on your computer, not the motherboard’s DP port (connecting to the motherboard can result in error 10600).
Notebook:
Ensure whether the user is using Type-C to DP or Mini DP to DP. If it’s Type-C to DP, please contact our development team for remote support. If it’s Mini DP to DP, try unplugging the DP extension cable and directly plugging in the DP cable. If the 10936 error persists, consider trying a different DP cable or replacing the Mini DP to DP adapter.
Desktop:
A. If multiple monitors are connected, please connect only one monitor.
B. If the monitor is connected to the PC using a DP port, suggest switching to an HDMI port. Unplug the DP cable from the headset, restart the headset and computer, then plug in the DP cable after the headset boots up.
C. Try unplugging the DP extension cable and directly plugging in the DP cable. Unplug the DP cable from the headset, restart the headset and computer, and then plug in the DP cable after the headset boots up.
If the 10936 error persists, consider trying a different DP cable. If the issue remains, consider arranging remote support from our development team.
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How to Connect Crystal Using the Included USB Hub
- Ensure that the Crystal’s cables are connected to the HUB.
- Plug in the HUB AC adapter first.
- Connect the HUB’s USB cable to the PC (usb3.0).
- Connect the DP cable to the PC.
- Hold the power button and boot up the Crystal
- Launch the Pimax Client
Note: If both LED lights from the headset and battery pack are active, the Crystal is charging from the HUB and the setup is correct.
Note2: In case you encounter the error message “Couldn’t charge the headset,” please make sure to reseat all the cables and follow the aforementioned steps.
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Eye-Tracking Troubleshooting Steps
- Toggle the eye tracking feature and enable auto-IPD adjustment. When you put on the headset, it should trigger the feature.
- Check Windows Device Manager for the “EyeChip” device. If it’s present, it indicates a successful startup. If not, try restarting or reinstalling Pimax Play.
- Use a camera to verify if the IR LEDs on the headset light up when pointed towards the lenses. If they don’t, gently reseat the lenses until you hear a “click” sound.
**Please deactivate the flashlight or refrain from using it while capturing the picture.
- After a proper installation, launching PimaxPlay should start the Tobii eye tracking process, which you can see in the Task Manager. If it doesn’t start, consider completely uninstalling PimaxPlay and then reinstalling it.
- In the Task Manager under Services, check if the Tobii runtime is listed as “running.” If not, manually enable it.
- If you’ve followed all these steps and the IR LEDs are still not visible, export a log file and send it to us.
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