A friend wanted to cancel his pre-order and I wanted a CV1 as an upgrade to my DK2, so to speed things up I took his earlier order from him. From very first connection my Constellation sensor hasn't worked, I logged a ticket, Request #239908, 11 days ago and got a great very quick response. I ran through all of the checks and purchased a new USB 3 card, all of which by the Sunday 9 days ago, proved the sensor just didn't work. At that point response from support stopped, I have even offered to pay for a replacement sensor but the only answer I have had twice is they are looking at options, so I now have a £500 paperweight.
Request #239908
Request #239908
New CV1 issues
TrevorJuly 22, 2016 22:33I have been a DK2 tester for many months with no issues. However today my friend gave me my CV1 as a gift. All looks OK except the sensor. First time I plugged it in was via the controller adapter as the lead wasn't long enough. the software told me the port would give reduced performance. So I tried it directly in a USB 3.0 port. ever since then it doesn't detect the sensor at all. No error, nothing in device manager, etc.
I have;
reinstalled Oculus home, to a different drive.(it worked fine with my DK2)
Updated my asmedia USB drivers
Tried EVERY USB port both on my MB and via a USB 2 hub. WIth no other usb devices plugged in.The HDMI and headset USB are detected without errors immediately.
Does his sound like a faulty sensor or any other ideas?
XavierJuly 22, 2016 23:04Hi Trevor,
I understand you're having difficulties with the sensor.
For clarification, is the device not being sensed even when USB 2.0 ports (that are not using the ASMedia controller) are being used?
I await your response.
Xavier
Oculus Support- TrevorJuly 22, 2016 23:06
Hi, no no detection at all. Just the very first time with the extension lead.
I used device manager to view hidden devices, and it was there, along with my dk2 sensor (obviously disconnected) I units allied them both, rebooted and still no detection in usb 2 or 3.
- XavierJuly 22, 2016 23:10
Hey Trevor,
Thanks for the clarification.
We'd like a bit more time to investigate this issue.
We appreciate your patience.
Xavier
Oculus Support - TrevorJuly 22, 2016 23:16
Yes no problem.
The compatibility gives the error attached.
[image1.JPG]
- image1.JPG (900 KB)
- TrevorJuly 22, 2016 23:25
Last piece of information to try and help.
I have plugged it into 2 laptops, one with win 10 and usb 3, one with win 7 and usb 2. No detection in Windows device manager or connection noise.
MortyJuly 23, 2016 06:47Hey Trevor,
Thank you for that information.
The Rift is not compatible with laptops, do you have a compatible desktop system you can troubleshoot with?
Also, you mentioned you have a DK2.
Can you make sure any DK2 drivers, and software are uninstalled, as well as disconnecting the hardware, as well as any webcams.
The DK2 hardware and sensor drivers could conflict, as could a webcam.
Let me know the result.
Thank you,
Morty
Oculus Support- TrevorJuly 23, 2016 07:05
I understand that but shouldn't I at least see an unknown device?
No spare desktop system.
I completely uninstalled oculus home from my c drive and installed to my d drive. Any other things to try?
- MortyJuly 23, 2016 07:22
Hi Trevor,
We can't make any guarantees on a laptop at all, even if detected the Rift itself won't function on it.
Only way to be sure is to test it on a compatible desktop PC.
Does your friend have a desktop you can test it on?
Let me know,
Thanks
Morty
Oculus Support - TrevorJuly 23, 2016 07:39
He does, but lives 90 minutes away. I have lots of PCs at work, but all HP desktops. Plus I have servers at home, but all have VMware installed.
I have an HP micro server with server 2008r2, is it worth trying that?
I have ordered the approved usb card from Amazon for delivery tomorrow. Maybe that will help.
To me it appears completely dead or a broken cable. Is there any way to try a different cable?
- MortyJuly 23, 2016 08:13
Hi Trevor,
The sensor cable on the CV1 is hardwired, so its not removable.
The USB cards we recommend are PCI expansion cards, I don't see that being something you can install in a laptop.
If this issue was occurring on a desktop, that is definitely a step I would include however.
The server is in the same situation as the laptop if its not running the proper specs, but it may detect the sensor at least.
But let me know the results of what you try.
Thanks
Morty
Oculus Support - TrevorJuly 23, 2016 09:11
I think you have misunderstood. My gaming system is based on an asus x99s, with a 980Ti and 5820 cpu. I am only trying the laptops to check and see if they detect the sensor as a usb device.
If it still doesn't work after I install the usb card tomorrow, what's next?
- TrevorJuly 24, 2016 11:37
Hi,
Today I received the recommended Ian 3.0 Pci-e card from Amazon, the Inateck, still nothing happens when I connect the sensor.
I also tried it in another lower spec PC, exactly the same result, no detection of anything being connected. I can't come to any other conclusion than it is faulty, so how do I get it replaced.
I haven't even yet managed to get as far as testing the headset on a £500 device, very frustrating and disappointing.
My DK2, worked perfectly from day one.
Thanks.
- TrevorJuly 24, 2016 11:42
PLEASE NOTE THIS IS HAPPENING ON A DESKTOP NOT A LAPTOP, thanks 🙂
- TrevorJuly 25, 2016 09:58
Any update please? I would really like to know how to get my constellation sensor replaced ASAP?
________________________________
Hi,
Today I received the recommended Ian 3.0 Pci-e card from Amazon, the Inateck, still nothing happens when I connect the sensor.
I also tried it in another lower spec PC, exactly the same result, no detection of anything being connected. I can't come to any other conclusion than it is faulty, so how do I get it replaced.
I haven't even yet managed to get as far as testing the headset on a £500 device, very frustrating and disappointing.
My DK2, worked perfectly from day one.
Thanks.
- TrevorJuly 25, 2016 18:08
Hi, update please.
The headset is working perfectly, the constellation not at all. I have installed the suggested usb 3 card and tested on multiple systems. Headset always is detected and works, constellation sensor is never detected in any way and doesn't work.I would like to know how to get it replaced asap please?
- TrevorTuesday at 09:08
Update please?
- MortyTuesday at 23:57
Hi Trevor,
I apologize for the delay.
Thank you for clarifying you have a desktop, you have done some good troubleshooting so far.
We are looking into other options for you and will get back to you as soon as possible.
Thank you,
Morty
Oculus Support - TrevorWednesday at 00:27
Thank you.
It would be good to get this fixed asap. I skipped the setup and even without the sensor it's so much better than dk2.
- TrevorWednesday at 22:05
Any update on how I can get my replacement sensor please. Still can't use it properly, little confused what other options there are to look at:) it is broken so I need a replacement somehow.
- TrevorThursday at 19:53
Guys come on please.
It's now a week since I logged this call.
On Friday I said I thought it was faulty, by Sunday it was confirmed 100% a faulty sensor, after I had spent more money to prove it.
You have been looking in to options for me, there is only one, I need a replacement sensor, if I have to buy it I will, I currently have a £500 paperweight.
Will somebody please escalate this to whoever can issue or charge me for a new sensor. I've been very patient, IMO. But that is starting to run out.
Please sort this for me urgently one way or another.
- TrevorFriday at 15:32
8 days, replacement sensor please?
- TrevorToday at 09:11
11 days. Please let me know what is going on, this is getting ridiculous.
Things haven't got much better for me since they responded. refusing to give me a refund, potentially breaking the law
MarloToday at 00:02Hi James,
Thanks for following up with me and providing that information.
As per our terms of service, we are unfortunately unable to offer refunds on Rift units that have been opened and used.
I do sincerely apologize for any inconvenience this causes you.
That said, I am happy to process a replacement for you.
All replacement units are completely new units.
Please let me know if you would like to proceed with the replacement process, and I will get that going.
Thanks,
Marlo
Oculus Support
JamesstorrToday at 06:28Hi Marlo, under UK law you have to give me a refund if the product is faulty. It's called the Consumer Rights act.
Please look into this. As I said, I'm willing to go via the charge back route on my credit card if necessary.
Kind regards
James
- JamesstorrToday at 06:36
Under the consumer rights act, if a product bought is faulty I can request a full refund up to 30 days after its purchase. I raised this ticket after 2 weeks of ownership.
I'm sure you don't want to break UK law, and as you sold a product to a consumer in the UK you have to abide by that country's law.
- JamesstorrToday at 06:40
Additional, according to your terms of service, it recognises that local law is not affected by these terms and conditions.
What Does This Warranty Do? This Warranty gives you specific legal rights, and you may also
have other rights, which vary from state to state and country to country. This Warranty does not
affect any rights you have under the laws in your jurisdiction concerning the sale of consumer
goods (including, without limitation, national laws implementing EC Directive 44/99/EC).
jamstorr86 said:
Things haven't got much better for me since they responded. refusing to give me a refund, potentially breaking the law
Hi James,
Thanks for following up with me and providing that information.
As per our terms of service, we are unfortunately unable to offer refunds on Rift units that have been opened and used.
I do sincerely apologize for any inconvenience this causes you.
That said, I am happy to process a replacement for you.
All replacement units are completely new units.
Please let me know if you would like to proceed with the replacement process, and I will get that going.
Thanks,
Marlo
Oculus SupportHi Marlo, under UK law you have to give me a refund if the product is faulty. It's called the Consumer Rights act.
Please look into this. As I said, I'm willing to go via the charge back route on my credit card if necessary.
Kind regards
James
Under the consumer rights act, if a product bought is faulty I can request a full refund up to 30 days after its purchase. I raised this ticket after 2 weeks of ownership.
I'm sure you don't want to break UK law, and as you sold a product to a consumer in the UK you have to abide by that country's law.
Additional, according to your terms of service, it recognises that local law is not affected by these terms and conditions.
What Does This Warranty Do? This Warranty gives you specific legal rights, and you may also
have other rights, which vary from state to state and country to country. This Warranty does not
affect any rights you have under the laws in your jurisdiction concerning the sale of consumer
goods (including, without limitation, national laws implementing EC Directive 44/99/EC).
Yes they tried the same with me, I feel so strongly about it that I'm willing to fight them on it to prove a point. I opened a ticket on PayPal and they responded with the same drivel, so they're going to get a shock when I push it up to PayPal for review...
The thing is I actually wanted to buy a new one, and then return my defective unit and get a refund as a way to get around them not being able to doorstep swap. But after reminding them of UK law and that I have PayPal protection AND protection from my credit card they started ignoring me. So it fuelled my fire 😞
I love the rift, and I miss it. When I prove my point I'll order a new one. Or at least thats the plan, it will be scuffled if they send me a new rift before the 8th!
