Valve Index controllers JUST stopped working. LED remains off, hard reset doesn't work.

[LarricLazuli92]

/// Just documenting this here in case somebody has the same issues, since this problem is apparently too specific for anyone to have ever run into it before and there are no solutions to be found except for "JuSt CoNtAcT sUpPoRt", so I did. Below is the text for the support ticket. Will post an update here once resolved ///

"Both Controllers suddenly stopped working. LED remains off.
I was still playing in VR an hour ago, Power indicator of both controllers showed still 2 out of 4 dots charge left when I turned VR off.

Since I was planning on taking a short break and then do a long VR session, I plugged the chargers into the controllers.
The LEDs turned the usual orange for "charging"

I left to make and eat food, came back and instead of the lights being white for "fully charged", the LED on the right controller was off, while the LED on the left controller was still orange.

I unplugged the right one and plugged it back in, nothing.
Tried switching chargers and then suddenly the other controller had the same issue.

Tried the chargers on my phone to double check, no issues. So I guess it is not the charger.

Tried hard resetting as per your instructions with charging them for 10 minutes (which I can't fully verify since the LEDs don't turn on anymore), pressing the power button for 15 seconds, nothing, then 20 seconds, nothing, then 30 seconds, nothing.

I can't find any other solution for this issue.

Now if I hadn't used the controllers in ages and then acted surprised when they don't turn on, that'd be different... but I literally JUST used them an hour ago, turned VR off with both controllers still on around 50% charge and now both of them don't do anything anymore.

I hope you can help. Since I bought the Index complete set in 2021, I am of course out of the warranty. But I don't understand why I basically did nothing unusual and they both stop working 1 minute apart from each other.

For more info: I am using a charger that has a tiny magnetic contact so I don't have to run the risk of breaking anything inside the charging port (by constantly plugging the charger in and unplugging it when I play). And that has worked for over a year now with all my chargable electronics without issue. So I am sure it is not the contacts within the charging port (since they haven't seen the light of day in about a year).

Please help..."


EDIT 1 Response from support:

"Hello,
Thank you for reaching out to us regarding this.
Based on the amount of time that has passed since your original purchase and the nature of the issues you've described, we do not believe the problem is being caused by any fault of the hardware as it was delivered to you. For this reason, we will be unable to provide you with a complimentary replacement.
Some replacement parts and service guides may be available through iFixit.
Replacements may also be available for purchase on the Steam Store.
Steam Support"

My response to that:

"So let me make sure I understand that response correctly.
You have absolutely NO explanation for WHY this is happening so SUDDENLY.
Specifically to BOTH controllers at the same time, even though I was using them just an hour before the issue occured, without any problems.
I never had to deal with any of the many other issues that have been reported on these things.
I ALWAYS treat all my electronics with the utmost care, which is WHY I got the magnetic chargers to avoid damage to the charging port.
I never bumped into anything while playing VR, I never throw my stuff around carelessly.

And you are telling me "Well, idk... Tough bits, I guess, just buy new ones. Warranty is up."

Is that what is happening here?

I wasn't demanding free replacements. I was asking for a solution to this issue [...].

Please hand this ticket to the tech department or whatever...
I have worked in customer service before myself, and I mean absolutely no offense by this, but a mere CS-Rep is not enough in this case.
I always knew when I had reached the end of my expertise and handed further issues off to the experts.

Please do not view this ticket as finished."

[Bob Loblaw]

IDK, but here's an EE warning against using magnetic USB connectors, and a person who said magnetic connectors wiped out a bunch of his gear before he figured out what was happening.
https://www.reddit.com/r/ValveIndex/comments/d0uf6g/magnetic_usbc_to_prevent_that_index_port_from/ezfsmzj/
The thread also has people saying the ports are rated for 10,000 plug-ins.

[LarricLazuli92]

Thank you for your response @Bob Loblaw.

So now I am in a place where I have conflicting information from people working in the industry. Because it was an EE, who is also a software engineer, who suggested using the magnetic chargers and who has been using them himself for many many years...

I can definitely see both sides of this argument, but again... contradicting info...
I'm sure both are right... but who is more right? YKWIS? ^^"

[LarricLazuli92]

UPDATE:

(TLDR they have no idea what caused it and won't replace)

Message from Steam Support on Nov 10 @ 11:05pm | 19 hours ago
Hey there,

I apologize for the lack of context with our previous response.

It sounds like you've already tried charging the controllers using different power sources, this is the primary step we would recommend in these cases.

It's uncommon we see both controllers experience charging issues together, have these controllers been used while charging?

Have you tried removing the removing the magnetic charging cables/adapters and using regular charging cables? We can't guarantee consistent charging performance with these third party magnetic components.

Steam Support
Rick

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LarricLazuli92
Message from you on Nov 10 @ 11:39pm | 19 hours ago
Hi Rick, thank you for the response.

I have since tried several methods, but before we get into those, I can tell you that I have not been using the controllers while charging. SteamVR was turned off before I set them down to charge.

The several methods I have found online, including Steam's suggested approach, and tried:

1) Connected the controllers to a power source (even though there’s no LED).
Press and hold the power button for 30 seconds.
Then, release and press it again immediately for 2 seconds to see if it’ll turn on.

2) Plug both controllers in and let them “charge” for a couple of hours, even without an LED.
Then unplug them and wait 10 minutes.
Afterward, plug them back in and check for any LED response after a few seconds.

3) Tried charging each controller on their standard USB-cables
(which I tested on a different device and know work)

4) Tried turning off all Bluetooth devices around you, then start up SteamVR.
Connected the controllers to my computer via a USB and checked if SteamVR recognizes any signal.

5) plugged them it into the USB port of my PC
Waited 10 mins
Held the system button for at least 15 seconds
Unplugged them from the USB cable
Plugged them back in

All without success.
The temperature in my room was also neither cold not hot. average room temperature.

Again, if this was only one of them dying on me, I'd just think:
"hmm... guess three years is their shelf life. Disappointingly low, since I have treated them with care, but lets see what support can do"
But it's that both of them died literally a few minutes apart. One was still charging (orange LED) while the other one was already dead (LED off, despite being connected to the charger), tested that charger with my phone, worked just fine, tried plugging it into the other controller, and then that one died too...

Friends who work in IT have suggested that phones have better built in protection for issues like this, so a charger that can cause this to happen to an Index Controller, would not harm a phone in the slightest.

Which leads me to the question of why the controllers don't have that built in as well and can just randomly die on people?

I wish I was making this all up, ... Is there ABSOLUTELY no way to possibly send them in to you guys and have them replaced?

kind regards.

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Message from Steam Support on Nov 11 @ 2:26am | 16 hours ago
Thank you for getting back with the information above. We understand your frustration.

Upon further evaluation, we're unable to proceed with the replacement process since the warranty has expired. Apologize for any inconvenience that may have caused you.

In the meantime, we appreciate your comments - we value feedback from our user. I'm forwarding your comments on to the appropriate department.

If you still need further assistance, please let us know.

Steam Support
Oliver

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LarricLazuli92
Message from you on Nov 11 @ 7:50am | 11 hours ago
And yet, still not a single explanation for why this is happening...

I was hoping for a bit more than "Dude, cough up 300€ and buy new ones."
This to me sounds like you have no idea why this is happening and how to fix it or avoid it in the future...
I am severely disappointed.

Thanks anyway

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Message from Steam Support on Nov 11 @ 6:12pm | 51 minutes ago
Hello,

We understand that this is a frustrating situation but we are unable to say for certain what was the cause of this issue from our remote position.

I'm sorry we can't help you further with this, but if you have any other unrelated questions about SteamVR, please let us know.

Steam Support
Michael

[Ball Handle Flowberry]

I'm also having this problem, but with only one controller. This is infuriating