I receivied a 5K+ headset on Wednesday 31st July and unfortunately after 35 minutes of use its now a very large and expensive paperweight.
After installing Pitool and connecting the headset everything worked fine tested it by running Apollo 11VR HD and was great no problems whatsoever so shut down computer for the rest of the day.
Next day starts computer and notices that the light on the headset is of and is not being detected by the computer, so I check Device manager make sure that no usb devices have the Windows can shut down power check box ticked and also Devices & Printers and all show no detection of the device.
Starts Pitool and same thing headset not detected not plugged into USB and Displayport error s10500 and then 20000
I have checked all displayports on my 1080 Ti graphics card by plugging my monitor to each port and works perfectly and have tested each usb 2 & 3 ports with various devices and all devices are detected.
I have also checked the power adapter supplied with a multimeter and is showing 12.63 volts DC and I also bought a new power adapter and still nothing is working.
I own a Pimak 4K headset so I unistalled Pitool and reinstalled PiPlay and connected my 4K headset to the same ports my 5K+ headset had been connected to and everything worked perfectly, device was detected even when swapping usb it also was detected by SteamVR.
I then contacted Pimax support and within 3hrs received this reply:
My name is Wythe from the Pimax support team, we have received your feedback.
Thank you for uploading Pi log. Through Log analysis, we suspect that Pitool has been deleted by anti-virus software, so you can try the following:
After uninstalling the anti-virus software, install Pitool with administrator privileges.
If you still can’t connect, please add my Skype, we hope to check for you remotely
This is my Skype live:email@example.com . You can contact me via Skype and tell me your convenient time.
We are very willing to arrange time for you to assist you remotely. The remote assistance software we use is teamview.
You can download this software via the link below (this software is free):https://www.teamviewer.com/
After you download the teamview software and send us your ID and password, we can remotely check your computer.
The current technical support team working hours are (Monday - Friday 9:30am - 23:00pm GTM+8)
Look forward to your reply！
I then replied with this message:
Thank you for replying so quickly.
With regards to my 5K+ headset, I do not think its a problem with my computer setup.
When my headset arrived on 1 August 2019 when plugged in for the 1st time it worked perfectly.
Only after shutting down my computer and starting it back up on 2 August 2019 the headset was not detected either by Devices or USB and the power light on the headset was off and PiTool could not detect the headset so error codes 10500 & 20000.
I own a Pimak 4K headset, so I uninstalled PiTool 220.127.116.11_212 and installed PiPlay_Setup 18.104.22.168 and connected my Pimax 4K headset to the same USB port as used with the Pimax 5K+ headset.
The Pimax 4K headset works perfectly with no problems whatsoever, which leaves me with the conclusion that the Pimax 5K+ headset is defective.
I also tested my graphics cards display ports by pluging in my monitor to each port and all worked perfectly.
I have also used a electrical multimeter to test the power adapter and it confirmed the adaptor to be supplying 12.63 DCvolts.
Unfortunately my PC does not have a camera or microphone and do not use Skype.
I have used Teamviewer before but I am not happy about strangers having access to my private computer.
May I refer you to a post on the Pimax forums which seems to describe my situation Headset suddenly dead? Pimax 5k+ ( solved )
Since then I have messaged Wythe with this message:
I have installed Teamviewer as requested.
My ID is
My Password is
My Computer and teamviewer are available from 8.00 am to 21.00 pm China time.
Also the 5K+ headset is connected to my computer.
Hope this is helpful.
Since then I have not received any more messages from Pimax support and am now thinking that the only course I can now take is to contact my credit card company and ask for a charge back as Pimax support seem unwilling to even reply to my emails.
If anybody can help or suggest any other alternatives I would be very grateful.