HDMI disconnects appear to be mechanical in nature

[RustinWD]

My Oculus worked well for a few weeks but then started getting disconnects, I tried all various solutions found here n the forums and none of them seemed to help. I finally decided to get in contact with tech support and they have responded quickly. As I was going through the steps they requested to troubleshoot the issue, I discovered a solution, here is my response to the support email.

I have done the following.

 *    Rift and monitor are definitely plugged in to the video card, I have even tried using the DVI port using a DVI-HDMI adapter.

*    Checked the cable pins on both ends using a flashlight and magnifier so I could see them very clearly and they all appear to be normal.

*    My GPU drivers are nVidia GeForce 381.65 for windows 10 x64 (the latest)

*    My USB Drivers are Intel USB 3.0 eXtensible Host Controller by Microsoft version 10.0.14393.0 Dated 7/15/2016, I ran the Intel Driver Update Utility and it found nothing newer. (the latest)

*    Put my HMD on and it's working so I make a slight adjustment to get it positioned right and the display turns off, I am only moving it by maybe 1/8 an inch or so to get it centered correctly. I have tried this with black tape covering the sensor, so the sensor is not an issue it seems to work just fine. So then after it resets, as long as I don't adjust it, I can play for a few minutes sometimes up to 15 min.   

    I noticed when re-seating the cable to the headset, though it clicks when it connects it still seems to have a bit a play back and forth. I placed a paper wedge along the wide side the plastic part of the connector as I inserted it, so that it would fit tighter in the HMD receptacle. I also added some tape behind the cable holder a left a bit of slack between it and the recepticle, so it would never get tugged on, this seems to fix the issue. So either the cable's connector is too small for the receptacle in the HMD, the HMD receptacle is too large for the cable or perhaps the electrical port on the HMD is loose or has a cold solder joint ? Seems logical, since stopping the hdmi connector from being able to move even the slightest stops the issue. 

Although adding a paper wedge and tape seems to fix the issue, I a not convinced it's permanent solution or acceptable given the cost of the unit. Especially if the issue is a cold solder joint or bad electrical connection in the circuitry of the HMD. If that is the case then even the tape will eventually stop working.

This appears to be either a mechanical design flaw, or a manufacturing defect, the issue is clearly a hardware issue and I have not had any issues with the software other than it telling me it disconnects, so it's working as it should for a mechanical disconnect.

I have attached pictures of what I discovered.

[HiThere_]

That is an interesting read : Maybe the solution (when getting disconnects when not using the Rift), is as simple at putting the CV1 upside down ?

Although in my case, using an older driver for the USB3 hub also helped : The latest driver was generating a lot more disconnects then an older version (which was maybe less aggressive with it's power saving setting).

[cybereality]

Please keep speaking with us on the support ticket. We should be able to offer replacement in cases like this. Really sorry for the inconvenience.

[HiThere_]

The problem in my case is that it is kind of a very random problem, not something I can recreate at will : Sometimes it goes away for a whole week, sometimes I get it for a few days in a row.

Thing is if I can fix the random "non stop disconnects right after reboot" just by storing the CV1 away in a different position, or even using a (black) wedge, I'm willing to live with that solution until my second generation VR headset (the CV1 could do with an improved strap over the velcro strap, a more fully rotating strap for front diving glass users, a wider faceplate for wider faces, less lens flare on high contrast scenes...).

A wedge might also fix the few times when the CV1 disconnects during use, which already become rare just by using the older USB3 hub driver and switching off the USB3 power saving mode before each use, which could indeed be due to twisting the cable around during use.

Because even if it is a hardware problem (of a loose connection plug triggering the energy saving mode), it's still possible to mostly fix it with a software solution (by switching off the energy saving mode).

It might be good if the problem was checked out and either fixed or ruled out at the hardware level for future production though : Is it possible for me to use a short standard HDMI/HDMI extension dongle on the CV1 side, has anyone tried, and which kind of dongle would that be ?

Before wedging anything in I will try turning the CV1 upside down next time I get the disconnects at Windows boot problem, but before that I need to check how long it takes for the disconnects problem to disappear by itself when I don't turn the CV1 upside down (because usually I just switch the USB3 energy saving back off again, instead of moving the CV1 around). But because the problem is more of a once a week occurrence (and might be related to how I store the CV1 away after a day's use), checking that is going to take me anything between a few days and a few weeks, so don't hold your breath on it 🙂

PS : HDMI/HDMI dongle reference and experience wanted (wanted for the headset side of the CV1's cable, not for the PC's side).

[JohnnyDioxin]

Mine is being replaced for this type or error, but my HDMI plug on the headset side was rock solid, so I don't think this would have helped in my case.

In fact, my disconnects seemed more software related (close a window or click on something and get a disconnect), though this may have been coincidence.

[RustinWD]

After a few emails with customer service they wanted me to send it back for a replacement. They even had me make a video of what was happening, so they could see. They got a replacement out to me quickly too, My replacement was shipped on the Monday after they received my defective unit on Friday. Very happy with my customer service experience. I didn't realize how broken the other one was, until after I received the replacement unit, it works so much better and have not had a hdmi disconnect issue with it even once, though I have only had it for about a week now. I am able to pause games, take the unit off, go back a half an hour later and pickup where I paused it. The original unit, I could not, since touching it would tend to cause a disconnect and then the game would crash. So taking it off was not an option and adjusting it while wearing it would always cause it to disconnect. It made the HMD seem delicate and like the software was buggy. With the new replacement, it feels way more solid, which in turn makes the experience better. The replacement HMD works as I had expected the HMD to work when I bought the original unit , so I am a very happy customer now. Thanks Oculus 🙂

[JohnnyDioxin]

I'm sure that they found something at some stage.

[Eirhead]

I've been having this stupid HDMI disconnect issue since the beginning. You'd think they could spend the extra $0.50 and actually make it a robust locking connector... but no, they cheaped out and it's a major point of failure. What a waste of money.

[blanes]

My Rift got replaced due to faulty headphones but it also had this sudden black screen caused by disconnect of the cable somewhere and it sounds like this problem is same.

[flexy123]

My "disconnects" (means when O. tells me it can't see the HMD) are 100% related to software/drivers. I have the issue rarely, but just had it now a few minutes ago. Started OH, Rift not on list, "we can't see your headset". What helps is a COLD START of the PC, eg. powering off (power switch) and then turn on again and start PC. It's one of these PC mysteries, these unexplained "issues" with PC devices where a cold-start fixes it. Probably very complex, having to do how the BIOS initializes the system etc...way beyond "common sense" even if you're quite knowledgeable with PCs. Some things are just...weird..

Anyway, just saying that people with the problem should give a cold start a try before RMAing.

Edit: Disconnects during play and when touching the Rift are of course a different story.