• Avoid using a USB extension cable unless a powered USB 3.0 hub is also used. Make sure all segments are USB 3.0 capable.
• Ensure that, if any adapters are used to connect the HDMI cable to your computer, you are using a recommended adapter.
• Do not use HDMI extension cables.
• If your machine has two discrete GPUs, you may need to update settings (e.g. disable SLI, activate all displays) to send output to the
immersive headset.
Other things you can try:
• Ensure that the latest Mixed Reality driver is installed. With your headset connected, check for Windows Updates.
• Unplug and re-plug the USB and HDMI cables.
• Restart your machine.
Mixed Reality Portal setup is stuck
• Make sure your HDMI cable is connected to a HDMI port of your discrete graphics card.
• Unplug and re-plug the USB and HDMI cables.
• Restart your machine.
Immersive headset displays are blank
• Graphics driver outdated or other graphics driver issues: make sure your video drivers are up-to-date.
• Ensure, if any adapters are used to connect the HDMI cable to your computer, that you are using a recommended adapter.
Floor setup issues
• Check that your headset is plugged in.
• Ensure the sensor is not blocked and there is enough light.
• Stand in the middle of your space and face your monitor.
• Be sure to hold the headset at eye level.
Mixed Reality Portal is stuck on "scanning for boundaries"
• Run Setup again from the Mixed Reality Portal.
• Click on the hamburger icon (upper right) and then Run Setup
Cannot trace the boundary
• Don’t get too close to a wall or other obstruction.
• Ensure the sensor is not blocked and there is enough light.
• The space you are tracing should be larger than 3 square meters.
• The space should not be too large or too complicated—stick to a simple geometric shape without a lot of twists and turns.
• Do not intersect your own path as you are tracing.
• If you get stuck in a corner, start over.
I want to skip boundary tracing
• If you choose not to set up a boundary, you will need to stay in place while using your headset; it may not be safe to move around.
Troubleshooting
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