PLEASE HELP! Valve Index Displayport Problem

[Patratt]

Hello, I have a problem with my index. I just got it in today, and played for about an hour or two with everything working perfectly. I left my house for about 30 minutes, came home to see the sound wasn’t working anymore, so i went ahead and reinstalled my NVIDIA sound drivers, and also reinstalled all of my NVIDIA drivers, and after I did that, my headset would no longer work. I am either getting constant red lights, constant blue lights, or occasional green lights, but no picture actually coming through the headset. which leads me to believe that maybe it’s a problem with my displayport? I’ve tried reinstalling steamvr, reinstalling all graphics drivers and resetting the headset over and over again. I don’t believe it is a hardware problem because the headset was working perfectly fine. I also am getting an error code saying "Display Connection Trouble, Your graphics card cannot successfully connect to your HMD display". Ive tried both of my displayports and both of them are giving me the same error message

EDIT: I have now tried the headset on a different pc, and I am still getting the same exact problems, so it is most likely a hardware issue. I have also put in a ticket

EDIT 2: Steam Support has responded to my issue in only a day and a half, and they have concluded from my steamvr logs that my headsets display panel was broken or failed, so they have given me an advanced RMA, will update again once my new headset comes in.

[FishTail [JoinUsInVR]💬GROUP]

If having errors, here's what I'd suggest you try....

FIRST unplug everything and reboot PC, & make sure windows and video drivers are up to date too.

If it's a consistent issue, then one potential quick fix is to:
[A] Submit a hardware support request telling them your problem and any error codes (this will extend YOUR 14 day RETURN window & help escalate a reliable fix for all)
Close all of Steam then move the C:\Program Files (x86)\Steam\config\steamvr.vrsettings fie to another location, and then retest the issue.

But what fixed my problems was doing this:
[1] Submit a hardware support request telling them your problem and any error codes (this will extend YOUR 14 day RETURN window & help escalate a reliable fix for all)
[2] In SteamVR► Settings► Developer►click the "Remove all SteamVR USB Devices" button near the bottom
[3] Uninstall SteamVR (from the "tools" group of games)
[4] Browse to the SteamVR folder and DELETE IT (C:\Program Files (x86)\Steam\steamapps\common\SteamVR) (critical step!)
[5] Reinstall SteamVR from the store, and retest the issue

As a LAST RESORT, install the SteamVR Beta version. That's a setting via the right click properties in the "tools" portion of the Library.

Make sure you do topics A (or #1) right now! It puts your 14 day return countdown on pause, so you get more time to decide if it's right for you.

Keep us posted, and best of luck to ya.

[Patratt]

I have submitted a hardware support ticket, and told them the problem, now only waiting for a response. I tried closing all of steam and moved the steamvr.vrsettings to my desktop, and the problem is still there. I have tried installing the steam vr beta, and if anything it just gives me more error messages.

[FishTail [JoinUsInVR]💬GROUP]

I'd suggest replying to your last Steam Support message, and listing everything you tried. Feel free to copy/paste my list if it helps.

Otherwise, you will wait a couple days, to be told what I just told you, and then wait even longer after you tell them, "this cull guy Fish Tail already told me to do that", to be told the next step.

If you don't have another PC to try it on, tell them that too, and it will save you a few more days of wait time.

Ultimately, they are likely to ask for a system report from SteamVR. You should proactively try sending that to them too. The more you rule out in their eyes, the faster they can get you a solution or replacement.

It's worth the wait! Don't give up, and let us know where you end up.

[Patratt]

yep, i sent them everything you sent me and a few extra things and they have agreed to an advanced RMA, should be getting my replacement headset in the next week.

[FishTail [JoinUsInVR]💬GROUP]

Cool! It took me about 10 days back and forth to get to an RMA on a controller issue. Glad you got there so quick!

It's worth the wait! Let us know how it turns out for ya!

[Patratt]

yes, i’m very lucky to have gotten an RMA so quickly! Especially since it’s an advanced RMA. I had heard some bad things about steams support system, and some people said it took them weeks just to get a single response, it only took them a day and a half to respond to me, and all responses after the first response were instant, and deffinantly not copy and pasted responses. very excited and happy for that as i go back to university in 2 weeks and was really hoping to be able to have some long sessions with the index before i get so busy again. They told me they searched through my steamvr logs and found that my headsets display panel was broken or failed after only an hour or two of use, so i am also happy to know that it wasn’t something software wise. I really pushed them for a quick advanced RMA, and displayed my frustration to them in my ticket, so maybe that’s why they responded so quickly. Anyways, didn’t mean to write a book for ya to read haha, thanks for the help tho! will update once I get the new headset!

[FishTail [JoinUsInVR]💬GROUP]

Glad it worked out for you.

I suspect their hardware support was understaffed and overworked at first, but is now able to keep up, and the quality of the manufacturing and QC control has probably improved too, since launch.

[FishTail [JoinUsInVR]💬GROUP]

Originally posted by Patratt:

... thanks for the help tho! will update once I get the new headset!

Did that fix the problem?

[HITRANAK]

I have exactly the same problem, after about an hour of playing the next day INDEX does not work. A complete reinstallation of the system including VR did not help. HTC VIVE works normally on the same computer. Did the replacement INDEX Valve help?

[FishTail [JoinUsInVR]💬GROUP]

Try my "Aug 15 @ 3:58pm" list. Do the Steam Support step #1 immediately, as they take days sometimes to reply. But once you try their suggestions, they always seem to stand behind the product and give a free replacement if that's needed.

[PlagueDoctor]

I have been waiting for a RMA at Sep 8, and now its Sep 16 and still have yet to get anything about a RMA.

[FishTail [JoinUsInVR]💬GROUP]

Originally posted by Plague Doctor:

I have been waiting for a RMA at Sep 8, and now its Sep 16 and still have yet to get anything about a RMA.

Have you tried the prioritized list of solutions in the JoinUsInVR steam page? It's been proven to either fix your problem, or set you up for FASTER service from Valve. https://steamcommunity.com/groups/joinusinvr/discussions/0/1661194916743042906/