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I wonder around what percentage of buyers have to RMA their headsets?
Unfortunately the ‘436 Error’ is rather generic and as such just indicates no signal is being received from the headset, nothing more. This can be due to any interruption of signal from the cables or the headset itself so can be frustrating to diagnose (I know from experience). I found Steam support to be constructive and informative but just be patient with them as the whole process unfortunately does take time but as I’m sure you appreciate they can’t just send out a new headset to everyone who experiences a problem.
@ Starboard - I would too like to know the percentage of users experiencing a problem and additionally would like to know whether the limited stock has anything to do with manufacturing problems? I have absolutely nothing to base this on and really could be putting 2 & 2 together and coming up with 3 but all I know from personal experience is that a bought a piece of kit for around £1,000 (along with £400 for a RTX 2070 Super to support) and it was DOA......should this really happen?
Hi there,
3 issues regarding Index remain after exhausting all possible solutions listed on site. When launching SteamVR being prompted with message 'Display Connection Trouble (436)' with solutions of checking cables etc listed. After following all steps problem still remains.
Second issue. Only one controller seems to be detected at a time. When the second is turned on it either remains blue or bumps the current connected controller. Up to this point have been unable to have both controllers working at the same time. Third issue, Intermitant fault being returned regarding IPC Compositor Sharing error', high spec machine being used Ryzen 5 16gig RAM RTX 2070 Super.
Files attached: SteamVR-2020-01-01-PM_06_50_43.txt support_system_report.vdf minidumps_and_logs.zip
Message from you on Jan 3 @ 1:20pm | 6 weeks ago
I have attempted to use each of the 3 Display Ports on the Graphics Card (RTX 2070 Super) and all USB 3 ports (as well as USB 2 ports for good measure) in an attempt to get the Index Headset working. All cables have been checked and re-checked and Steam VR and the headset have been restarted more times than I care to remember trying to get it to work. A completely fresh installation of Windows 10 has also been performed to rule out any conflicting software issues / driver issues also using DDU but Error (436) - Display Connection Trouble still being reported.
I have also tried ‘Removing All SteamVR USB Devices’ in the Developer settings and have also tried using ‘Direct Display’ mode also suggested by community forums without success.
I have been building PC’s for 20 years so know my way round a computer but have exhausted solutions posted by the community on the forums. The graphics card and motherboard drivers are all up to date but when attempting to launch Steam VR.
There seem to be several other users having the same issue:
https://steamcommunity.com/app/250820/discussions/0/1639789306544935187/
https://steamcommunity.com/app/1059530/discussions/0/1640915206451388223/
https://steamcommunity.com/app/250820/discussions/2/1639793203761985022/
Is this headset DOA or is there a known issue regarding Error (436) - Display Connection Trouble as at present a £1,000.00 gift bought me for my 40th by a friend (another Steam user) at present is just an expensive paper weight?
Message from Steam Support on Jan 3 @ 11:11pm | 6 weeks ago
Hello,
Thanks for writing in and I apologize for the delay. This message will be rather long, but please bear with me.
The the 436 error we're seeing in your report happens because the signal between your GPU and your headset has been interrupted in some way, causing several issues with the connection. This is frequently caused by a damaged cable or an installed adapter. It can also be caused by a bad GPU driver or by programs that block interprocess communication, such as overzealous security software. Very rarely, it's caused by a damage within the headset.
If only one controller is able to pair with the wireless receiver at a time, it could also be caused by a poor signal to the headset - among other forms of interference. Solving the problem with the headset will likely resolve the controller problems as well.
It sounds like you may have already tried most of the steps I'm about to mention but we ask that you go through them again in this order for the sake of troubleshooting. Please let us know the results of the tests and if you see any error messages.
- Please download and install the latest drivers for your GPU directly from the manufacturer's website: https://www.nvidia.com/Download/index.aspx
- Next, make sure that the connections are properly secure at the breakaway cable and PC - disconnect and reconnect to be sure. Avoid using any type of display adapter. The officially supported connection is DisplayPort 1.2. Using a mini-DisplayPort adapter could possibly work, however, we are unable to guarantee the quality of third party equipment. Also, check the cables for any kinks, cuts, or anything else that may cause issues.
- Apply pressure to every side of the breakaway connections to see if that causes any changes in the connection. Very rarely, the problem is related to this connection being unstable.
- Test every standard DisplayPort slot on your GPU as well as other USB 3.0 ports on your motherboard. Using a different combination of ports with your monitor and headset resolves this problem a lot of the time.
- Next, please remove the face gasket (it's held in place with magnets), and you'll see the connection on the left side of the headset. Unplug and reconnect the cable and make sure that it is connected securely. A common problem we've seen is that the cable is not pressed down with enough force to form a good connection with the headset.
- If possible, test the Index on a different GPU or computer.
If the problem persists, please send an updated SteamVR report for review.
Finally, in case we need to send any replacement parts, please confirm your delivery address by providing the information below:
- Full Name
- Address Line 1
- Address Line 2 - optional (typically used for apartment, suite, flat numbers, etc.)
- City
- State
- Postal Code
- Phone Number
- Email Address
Once we have more information we'll be happy to investigate further.
Steam Support,
Sean
Message from you on Jan 4 @ 6:18pm | 6 weeks ago
Hi Sean, Many thanks for your reply at what must be a busy time for you.
As you can imagine the first thing I went for was the graphics drivers (and motherboard / USB drivers just in case).
My desktop machine though powerful is quite a simple setup with one 1 monitor (TV) connected and no additional adaptors being used.
After checking the cables thoroughly I'm happy there are no cracks or kinks in it that may disrupt the connection between the GPU and the headset and everything seems to slot in place as it should.
I had conceived that security software 'may' play a part in blocking one or two elements that are required for the headset to work but after another clean install of Windows when trying to problem solve this issue I tried without any security being installed to no avail with the 436 error still being reported.
I hadn't removed the face gasket (nice touch btw) before you requested it but everything seems firm and connected as it should be.
Unfortunately I do not have a second VR capable PC to try this on mainly due to the GPU requirements but I agree this would be desirable.
At present the base stations appear to do what there designed to and Steam VR updated them when it was installed, so there doesn't seem to be a problem there. The headset however just stays on standby mode not doing anything more. Hopefully once the problem with the headset has been rectified The issue with the controllers hopefully will rectify itself but only time will tell.
Address as follows:
I will continue to investigate tonight and send an updated report. Many thanks for your help so far.
Spycase
Message from Steam Support on Jan 4 @ 7:07pm | 6 weeks ago
Hello,
Thank you very much for completing those tests and for listing your results in detail - it helps us a lot.
Based on your test results, and from what we're seeing in your SteamVR report, the connectivity problems may be resolved with a replacement cable for the headset. There's not enough DisplayPort information coming through to SteamVR for the headset to be detected properly.
Without the SteamVR report generated from a different GPU, we can't know for certain if the problem is with the headset, cable, or PC.
We have enough evidence to support a cable replacement request, which could potentially avoid a lengthy headset replacement process - assuming we are correct. At the very least, testing the different cable will give us a better idea of what could be going wrong with your equipment.
I'll send the replacement tether and trident cable to this address:
It could take a few business days to get the cables shipped to you. Once the items leave the warehouse, we'll send you an automated email with the tracking information.
Please test the new cable first, then check each combination of tether and trident cables to see which works best for your setup.
If the issue persists with the new cable, please include an updated SteamVR for review.
Also, please follow the instructions below to provide a Windows system report for your machine. These reports provide useful information about your machine that help us understand why you may be experiencing issues.
https://support.steampowered.com/kb_article.php?ref=4840-QWJX-0408
Steam Support,
Sean
Message from you on Jan 15 @ 8:10pm | 4 weeks ago
Hi Sean, Thanks for the new cables greatfully received. Unfortunately this has not solved the issue with the headset which is frustrating at best. It appears that the USB isn’t the problem as the updates for the devices install correctly and the headset is being recognised by Steam VR (by the blue recognised devices at bottom of Steam VR screen).
The issue seems to be with the display at this point and i’m struggling with what else to try.
Latest Steam VR support system report & Windows system report to follow shortly.
Happy to try anything at this point as haven’t had it working since purchase in November. Also issue with only one controller connecting by Bluetooth remains. Both connect successfully by charging cable but once disconnected only one connects via Bluetooth.
Message from Steam Support on Jan 17 @ 11:56pm | 4 weeks ago
Hello,
Thanks for testing the cables and I'm sorry to hear that it hasn't resolved the issue.
Based on your test results, we think it would be best to move forward with a headset replacement. It's now possible for us expedite the replacement request in certain cases, so please let us know if your address is still your preferred delivery location and we'll get that started for you.
Steam Support,
Sean
Installed, and now all working correctly.
Update: After switching my monitor back to a DP connection, I had no issues with it interfering with my headset connection.
The cable didn't look loose or anything, but unplugging the cable from the headset (I was not even aware that this was possible), re-plugging and restarting Steam VR, the connection could be established again! Looks like everything is working again. Thanks a lot!
The permanent fix is to plug your Index USB cable into a USB 2.0 port rather than a USB 3.0 port. Refer to your motherboard manual to find out what ports are what. You can also probably look it up. There are also adapters you can buy.
If that doesn’t work, the 1 time fix that you will have to do every time you restart SteamVR (which I know is a pain) is shut down your computer, then turn the power off on the back of your power supply (or just unplug it from the wall) and turn it all back on.
Looking at the connector at the headset it appears the cable is too taunt and the headset tilting, removes any slack and applies a fair bit of tension on the connector. In fact, now that I am aware of the connector at the headset, the amount of tension is very disconcerting. I unable to provide more cable slack near the connector. I can't tell if the clamp that holds the cable to the headset arm is adjustable or bonded the cable. I am not inclined to yank on it to find out. I think the error will continue to happen if the cable slack is not adjustable.
This brings up a related issue. There doesn't seem to be away to lock the headset tilt in place or adjust the resistance to tilt movement. I place the headset on my head and when I tighten the top strap, the headset is pulled and tilted up. I end up loosening the strap, correcting the tilt and resting the weight of the front of the headset anywhere it makes contact with my face. I don't know if this is a design flaw or a faulty headset, I presume the former.
In every other respect I am quite satisfied with the headset.
Glad to see you're all resolving any issues that are arising. Just a quick note to remind those of you that are posting alternate resolutions to the same problems, 'Error 436 "Display Connection' is purely a generic error message when signal is lost / not present somewhere between the headset and the graphics card. With that said any resolutions you may find will only be a fix to the specific fault you are experiencing that is causing the 'Error 436 "Display Connection' error message to appear and will not be a global fix to everyone's problem.
Glad the original posting helped a few of you.
Valve sent me a cable for warranty purposes and I was hopeful after seeing a user on YouTube with the same error 436 and the cable fixed her issue.
I was curious to see if it was just the extension or the adapter going to my USB and graphics card. I only changed the extension first. Voila! It works, EVERY TIME I UNPLUG AND PLUG IT IN IT WORKS! COMPLETELY GONE FOREVER! until it breaks again in the future far far away i hope.
I want to clarify that it is specifically the extension cable part, for me, not the adapter going to your PC. As I am using My ORIGINAL index USB and graphics card adapter. I am using the NEW extension.
I hope this helps.