Controllers on Samsung continually lose tracking since Windows Update.

[Sgt. Nick Fury]

As the title states. I updated Windows against my better judgement now my controllers constantly blink in and out, they were working fine before update. Checked usb Dongle, removed and readded to dongle under bluetooth devices. However portal shows they continually lose tracking. Any ideas for fix?

[Sgt. Nick Fury]

This is really frustrating. My WMR Samsung was working flawlessly until I updated Windows. This was I think a fall update I had put off. Now I am constantly having issues with "lost tracking" which can be seen in portal. I am not sure if it is actually a Bluetooth controller issue) none of which has changed) or if some change in maybe the hololense driver is causing them to have problems tracking. What I do know is all hardware worked fine before update. This is why I have trust issues with Windows updates.... :(

[WindowsMixedReality]

Originally posted by Sgt. Nick Fury:

This is really frustrating. My WMR Samsung was working flawlessly until I updated Windows. This was I think a fall update I had put off. Now I am constantly having issues with "lost tracking" which can be seen in portal. I am not sure if it is actually a Bluetooth controller issue) none of which has changed) or if some change in maybe the hololense driver is causing them to have problems tracking. What I do know is all hardware worked fine before update. This is why I have trust issues with Windows updates.... :(

Hi Sgt. Nick Fury

I am Julio and I work in the Windows Mix Reality support team at Microsoft. I am sorry to hear that the controllers are losing tracking, I would like to help you fix that.

If you still are experiencing the issue there are a few questions I would like you to please answer verify some information and determine how to proceed, here they are:

1.Could you share with us the version and OS Build of Windows installed? You can check this information in Windows Settings > System > About
2.May I know what is the version of the controllers, Mixed Reality headset and HoloLens drivers installed at this moment? You will be able to access this information in Device Manager, then expand the Bluetooth, Mixed Reality Devices and Universal Serial Bus Devices (HoloLens driver).
3.Do you have any reflecting objects in your environment like a mirror? If you do, please change its location. As well, please make sure that there is enough in the room.
4.May I know what the make and model of your Bluetooth dongle is?

Thanks,
Julio from Microsoft

[Sgt. Nick Fury]

17763.379 for build for OS

Controller 10.0.17763.348
Hololens Sensor driver 10.0.17763.1069
Samsung 800ZAA

Nothing reflecting there are some blinds taht can have sunlight at times but day or night did not make diff.

Dongle is Insignia NS-PCY5BMA2

[WindowsMixedReality]

Hi Sgt. Nicky Fury,

Thank you for confirming the details. I would like to mention that these symptoms with the controllers are generally caused by failures to communicate between the controller and the host PC, which is indicative of poor Bluetooth link quality.

Based on this, I would recommend to review our recommended troubleshooting steps for Bluetooth from the following link:
https://docs.microsoft.com/en-us/windows/mixed-reality/enthusiast-guide/troubleshooting-windows-mixed-reality#bluetooth-best-practices

I would like you to also try fully removing the controllers from the computer and paired them again, you could review the steps to follow in the link below:
https://docs.microsoft.com/en-us/windows/mixed-reality/enthusiast-guide/troubleshooting-windows-mixed-reality#device-recovery

Please let us know about the outcome.

Cheers,
Julio from Microsoft.

[Sgt. Nick Fury]

Here's the thing, that's a good response per the conflict resolution flow chart. However it sort of ignores the issue, and where I stated that everything worked fine until I had a Windows Update. Now I suppose at that very moment windows updated the dongle that had been working fine for 2 years could have suddenly in tandom developed a hardware problem. However the most likely culprit is related to the windows update.

So what I am looking for is what could have changed per update or driver that may have caused the issue? Per my original post I have already removed and added dongle, and removed and added controllers. I am not sure it's actually a bluetooth connection issue. Rather it appears to be a tracking issue....perhaps something to do with the Hololens? I do not think this is a hardware problem, there were no hiccups during windows update, but something changed for the worse.

[WindowsMixedReality]

Originally posted by Sgt. Nick Fury:

Here's the thing, that's a good response per the conflict resolution flow chart. However it sort of ignores the issue, and where I stated that everything worked fine until I had a Windows Update. Now I suppose at that very moment windows updated the dongle that had been working fine for 2 years could have suddenly in tandom developed a hardware problem. However the most likely culprit is related to the windows update.

So what I am looking for is what could have changed per update or driver that may have caused the issue? Per my original post I have already removed and added dongle, and removed and added controllers. I am not sure it's actually a bluetooth connection issue. Rather it appears to be a tracking issue....perhaps something to do with the Hololens? I do not think this is a hardware problem, there were no hiccups during windows update, but something changed for the worse.

Hi Sgt. Nick Fury.

I totally understand this started after a Windows updates, and yes, it sometimes happens that the update may not go through successfully or there were issues during the update process. But we can still try to have this fixed.

What I would like we to now to is rollback the HoloLens sensor's driver so that we can see if the motion controllers work fine with the version it was before.

There are 2 different ways to install the previous version of the driver:

1. Open Device Manager > Mixed Reality Devices > Double click the driver > In the Driver tab click on Rollback.

If the Rollback option is grey out, you may try clicking in Update Driver > Brows my computer... > Let me pick from list.. and select the previous version is available.(10.0.17760.1000)


If none of the options above are available. You can download the driver from our WMR website and proceed with the installation. This is the link to get to the Mixed Reality Driver history:
https://docs.microsoft.com/en-us/windows/mixed-reality/enthusiast-guide/mixed-reality-software

Regards,
Julio from Microsoft

[Sgt. Nick Fury]

Well I do not know what is going on. They seem to be tracking now. No explanation as to what was wrong, or what happened to fix it. Will post again if issue comes back.