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Quest pro headset tracking lost loop

a324260327
Protege

https://files.catbox.moe/78nowm.mp4

↑ As shown in the video, it randomly (but high frequency) happens.

I meet this bug earliest in v60 and now v63 it still happens.

When it happens, in perspective mode it works well but in any non perspective mode it trapped in tracking lost loop.

I've tried turn off fit adjustment (in fact it was always off but still meet this problem so I turned it on then off, but nothing change) and restore factory settings but it still happens.

Turn on fit adjustment will cause it but it also happens when restore factory→not turning on fit adjustment from the beginning.

When he works normally, turn on/off or pause/resume eye/facial tracking also cause this bug sometimes. But it also happens without any special operations.

This is really frustrating. When it happens, it takes me at least 20mins to restart my headset for finding a normal working condition. It must be some logical errors in software, but it hasn't be fixed yet.

9 REPLIES 9

MetaQuestSupport
Community Manager
Community Manager

Greetings @a324260327! Thank you for reaching out to us in regards to this matter. We know it's no fun to not be able to use our devices to their full capacity so we would love to help getting this issue resolved for you.In order for us to do so, please send us a PM so we can further work on this issue by clicking here. Next, click "Send a Message" to privately message us! Please remember, you must be signed into the community first to send us a private message. Hope to hear from you soon! Have an awesome day!

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MetaQuestSupport
Community Manager
Community Manager

Hey @a324260327! We just wanted to follow up with you on the issues you were having Quest Pro Headset tracking lost. Were you still experiencing these issues? Hope to talk to you soon! Have a great day!

If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!

a324260327
Protege

https://files.catbox.moe/2lty0v.mp4

I find it if I close fit adjusting, face tracking and eye tracking, this issue would not occur.

Obviously, fit adjusting will also call the face/eye tracking function, so It seem like this issue is caused by face/eye tracking is not properly starting/working?

I don't sure this is just a software issue or a hardware issue. But I tend to think this is a software issue because since I discovered this issue when it successfully startup, face&eye tracking are working functioning properly, 

I can find many encounters with this issue on this forum and on Reddit, some even encountered this problem a year ago, but even today this problem still arises and without "turn off fit adjusting" I haven't seen any explanation or solution either. I hope I can get I hope to receive help or explanation.

Hey there! We see you PM 'd us. We will continue the conversation further there. 

If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!

MetaQuestSupport
Community Manager
Community Manager

Awesome! Please let us know if you have any further questions in the future!

If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!

a324260327
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It's v65 and I still suffering in this hell. I don't know where the problem lies, Firmware? Hardware? I haven't received any feedback since I submitted the bug report, I don't know if this problem is still being solved, or if no one has any plans to deal with it at all. I don't get any help useful at all. Buying anything related to questpro is totally a mistake.

Hey there, a324260327! We appreciate you reaching out with this update. We know how important it is to have a functioning headset, and we are more than happy to provide more information!

 

When a bug report is sent, it goes to our engineers. These reports do not receive replies. We on the social support team cannot see the progress being made on these reports, so we cannot provide updates or anything on what may have happened with your report. However, you can feel free to report it again for v65 so they know that the issue still persists in this version.

 

Additionally, we would like to look into all of our options together. Can you contact us through PM? Please select our name to get to our profile page, or click here. Next, click "Send a Message" to privately message us! Please remember, you must be signed into the community first to send us a private message.

If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!

Once reported, the only action left is to await a response back directly. Thanks for your patience, @a324260327! Helpful steps and tips to consider in the meantime are below:

  • The playing space should have bright, even lighting. If the lighting in the room is too dark, or too bright, the headset may lose the ability to use 6DoF tracking.
  • Make sure your controllers and headset are up to date
  • Clean the cameras on the headset and controllers with a dry cloth
  • Make sure your play area has enough lighting.
  • Reboot the headset
  • Factory reset(Last Resort)

Let us know if we can help with any of the steps. Wishing the best!

If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!

Hey @a324260327! We wanted to check in to see whether you had any further questions. We look forward to your response! 

If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!
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