[Replied]Not tracking, no sound, no way to submit for support

issue

#1

No idea how to get support on my issues. Can’t log in to submit a support ticket no matter what I try, use the contact us page and no one responds.

I am a kickstarter backer who recently received my 8k HMD and it will not track. It barely did a few minutes and then never again. It is constantly flashing that it is not tracking. Also, sound does not output to the left side unless I slightly push sideways on the jack. I have uninstalled and reinstalled the pimax tool several times. I have deleted the files from AppData Local, nothing works. The base stations are connected and display “Ready.” I hook up my Vive without issue.

Can someone please assist me?

@Dallas.Hao @Doman.Chen


#2

Added pokes to your post.

Please explore this link as it may have solution needed to get your lightbouses tracking your pimax headset.

@Dallas.Hao add to earlybackers.


#3

I consistently have problems initiating tracking, but once it’s connected, it continues to work fine, until I turn off my headset at the end of the day. Initially, I had the exact same experience that you describe.

Try this: Power on the base stations and then the headset. Quit PiTools, if it’s running. Use TaskManager to kill these processes: PiServerLauncher.exe, PiService.exe, and pi_server. Switch to the TaskManager Sevices page, right-click PiServerLauncher, and click Start. Start PiTools. Hold the headset facing your base station, about 0.5 m away. Slowly move the headset away from the base station (while still pointing the front towards the base station. If you reach ~4 m and the headset still isn’t tracking, move the headset to 0.5 m and repeat the process.

This works for me 100% of the time, even if I have to repeat moving the headset a few times. There’s no need to delete the files.

As for the sound issue, that might be a defective port, or you might have the wrong headphone connecter. My understanding is that the Pimax audio port needs a connector with 3 bands, not 2 like a normal stereo headset, but a headset that has a microphone (or maybe a volume control), like this…


#4

@Sean.Huang @Doman.Chen

Can you create a new account for submitting your ticket ?
Tech support team will reply you soon


#5

Folks are still reporting issues with site. Some are able to create or acs account while others cannot.


#6

Neal’s solution did not work. Recreated account on pimax support. Submitted ticket. SUPEN-2805


#7

the login and reset password issues had been fixed. currently the system should work well.


#8

@Sean.Huang has arranged the support engineer,will contact with you soon