E3 Troubleshooting

2017-10-19 15:46

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E3-B & E3-C FAQ


Answers to FAQs
Q1:I have got the DPVR products, but how can I get started?
1)Unpack the box and check if the device and accessories are in good condition. Please read the product manual carefully and follow the directions in it.

2) Download and install the latest version of DPVR Assistant from the official website of DPVR (link to the English official website).

(Reminder: Please install the latest version of DPVR Assistant. Quit all the antivirus software when installing the DPVR Assistant. If you are using the NVIDIA graphics card, please restart your computer after installing the DPVR Assistant for the first time)

3)
Use the novice wizard in the DPVR Assistant to walk through the setup and get started with the E3 headset.

Q2: How to confirm whether my computer configuration supports E3-B / E3-C?

You can use the performance testing tool to check the computer configuration. It is available on DPVR’s official website (link to English official website). The test results are like the following screenshot.

(Reminder: It is recommended to install a graphics driver above 359. It does not support the graphics card below 7XX, external USB graphics card, or adapter-enabled dual outputs temporarily.)

Q3: Can I play the games on Steam by using the DPVR E3-B/E3-C headset?

E3-B and E3-C are compatible with Steam VR games. Note that the E3-B / E3-C does not support spatial positioning interaction. Please filter out those games in searching.

Q4: I wear glasses. Can I use the E3-B / E3-C VR headset easily?

Easy! You can wear glasses at ease with the E3-B or E3-C VR headset.


Q5: What kind of computer interface is needed for the E3-B / E3-C?


Two USB ports and a discrete graphics HDMI port are needed. If there are not sufficient USB interfaces on your computer, a USB hub works. also, you may connect only the data cable to your computer while providing power supply for the headset externally via a power bank, etc.

Q6.  "NOTICE: Neither USB nor HDMI is connected" appears in the Device Connect of the DPVR Assistant.
1) Check if both USB cables and one HDMI cable are connected to the computer. Try to unplug all the cables, and plug them back again in 5 seconds.
2) Quit the DPVR Assistant, and restart it again in 5 seconds.
3)Disconnect all the cables on the headset, and restart the computer.
4) Check whether the latest version of DPVR Assistant is used. If necessary, download the latest version from the official website of DPVR (Link to English official website).
5) Prize upthe top cover, unplug and re-plug the wires on the headset top.
(http://www.nvidia.cn/Download/index.aspx?lang=en)
6) Check whether the latest version of graphics driver is used. If necessary, download the latest version from the NVIDA official website (http://www.nvidia.cn/Download/index.aspx?lang=en)
Q7.The computer screen resolution is changed when the E3-B / E3-C headset is connected.
1) Check whether the latest version of graphics driver is used. If necessary, download the latest version from the NVIDA official website (http://www.nvidia.cn/Download/index.aspx?lang=en)
2) Manually set the computer screen resolution in display settings.

Q8.When the DPVR Assistant is running and the E3-B/E3-C headset is connected, extended desktop is displayed in the headset screen (discrete graphics card installed in the computer)

1) Check whether the latest version of graphics driver is used. If necessary, download the latest version from the NVIDA official website (http://www.nvidia.cn/Download/index.aspx?lang=en)
2) Quit the DPVR Assistant, and restart it in 5 seconds.
3) Unplug the USB and HDMI cables and reconnect them in 5 seconds.
4) Restart the computer.
Q9. When video is played back on a computer with integrated graphic card or a laptop, the displaying in the E3-B/E3-C headset is abnormal.
1) Win7 / win8 system: Right-click the desktop to start the screen resolution setup. Set the orientation of E3-B and E3-C headset displays as vertical, and select to expand desktop for multiple displays.
2)Win10 system: Right-click on the desktop, select the display settings. Set the headset displaying to vertical, and select to expand desktop.

Q10. Does the E3-B headset support DK1/DK2 mode?
No. The E3-B headset supports DPVR mode only.

Q11. How to switch the DPVR / DK1 / DK2 mode for the E3-C headset?

1) Start the DPVR Assistant. Click the System configuration on the top-right corner of the interface, then you will find Operation mode.

2) Select the desired mode from DPVR/DK1/DK2.  Wait patiently for the firmware update to complete, then the switch is done.



E3 Polaris Troubleshooting


QRecommended Playing VR Games Minimum Specifications?

Processor: Intel i5-4590 or AMD FX 8350 equivalent or faster
Graphics: NVIDIA GeForce GTX 970 or AMD Radeon R9 290 equivalent or faster
Memory: 4GB or more
OS: Windows 7 SP1 64bit, Windows 8.1 64bit, Windows 10 64bit

QRecommended Watching VR Videos Minimum Specifications?

Configuration 1
Processor: Intel i5-6500 equivalent or faster
Graphics: Intel HD530 equivalent or faster
Memory: 4GB or more

Configuration 2
Processor: Intel i3 equivalent or faster
Graphics: NVIDIA GT-730 1GB equivalent or faster
Memory: 4GB or more
OS: Windows 7 SP1 64bit, Windows 8.1 64bit, Windows 10 64bit


QWhat to do if no spatial polaris controller is detected?

Please try the following operations to solve the problem:
l Ensure the spatial polaris controller is placed within the gaming zone.
l Ensure the spatial polaris controller is in normal working mode (in other words, not in standby or off status).
l Turn off the spatial polaris controller and turn it on again to re-activate tracing.
l Quit the DpnAssistant application and open it again. If the problem persists, restart your company and then open the DpnAssistant application.

QWhat to do if the indicator of the spatial polaris controller is off?

Please try the following operations to solve the problem:
l If the controller is turned off, press and power button and hold for 5 seconds. Check if the spatial polaris controller is turned on.
l If the battery in the controller is dead, please plug the power adapter and charge the battery for a while, and then try to turn it on.
l In the device connect page of the DpnAssistant, check the spatial polaris controller is detected.
If the controller is detected but the LED indicator is still off, the LED indicator may be wrong.
l Check if the firmware upgrade failed. To restore from the error, see What to do if I disconnect the spatial polaris controller accidentally during the firmware upgrade and cannot start up any more?  

QWhat to do if I disconnect the spatial polaris controller accidentally during the firmware upgrade and cannot start up any more?

Execute the following steps to try the firmware upgrade for the spatial polaris controller:
1. Use the USB data cable to connect the spatial polaris controller to the computer USB interface.
2. Open the DpnAssistant application on your computer.  
3. When the DpnAssistant application detects the spatial polaris controller, follow the on-screen instructions to complete the firmware upgrade.

QWhat to do if the headset cannot be traced?

Try the following operations to solve the problem:
l Ensure the headset is within the gaming zone.
l Unplug the HDMI cable from the computer graphic card and then plug it back again.
l Restart the DpnAssistant application. If the problem persists, restart the computer and open the DpnAssistant application.

QWhat to do if the headset display is fuzzy?

Try the following operations to solve the problem:
l Ensure the protective film is removed from the headset lens.
l Check if the lens is clean. Use the included glass cloth to clean the lens if necessary.
l Ensure the headset is worn correctly.
If you do not feel comfortable when wearing the headset, please adjust the headset position to achieve the best experience. If the headset position is too low, the display seems fuzzy.

QWhat to do when I get the error “Failed to detect the E3 Polaris Headset. Please check the connection?”

l Try the following operations to solve the problem:
l Check if both USB cables have been connected to the computer. Unplug both of them and plug them back in 5 seconds.
l Quit the DpnAssistant. Wait for 5 seconds and then restart the DpnAssistant.
l Restart your computer.
If similar problem persists, repeat the above steps.

QWhat to do if “HDMI disconnected” is shown in the Device Connect of the DpnAssistant?

l For the user with NVIDIA graphic card, ensure the graphic card driver version is above 35.
l For the user with NVIDIA graphic card, the series below 7XX is not supported now.
l For desktop PC with independent graphic card, ensure both the computer display and headset HDMI cable are connected to the independent graphic card.
l Unplug the HDMI cable. Wait for 5 seconds and plug it back again.
l Unplug both USB cables. Wait for 5 seconds and plug them back again.
l Quit the DpnAssistant. Wait for 5 seconds and then restart the DpnAssistant.
l Restart your computer.

QWhat to do if “USB disconnected” is shown in the Device Connect of the DpnAssistant?

l Check if the system is installing the USB driver. Wait till the installation is completed.
l If the detection fails after complete driver installation, try another USB interface.
l Quit the DpnAssistant. Wait for 5 seconds and then restart the DpnAssistant.
l Restart your computer.

QWhat to do when no sound is heard by using the audio cable?
A:
l Right-click the sound icon on the bottom-right corner of the desktop to turn on the playback device.

图片:2.jpg


l Click DPVR E3-4 and set it as default in the right-click menu.

图片:1.jpg


QIs it possible to play the VR audio from the computer at the same time?

You may copy the audio of the E3 into your computer. You may use another earphone or speaker.
1. Open the Steam VR application on your computer.
2. Click and choose Setup -> Audio.
3. In the drop-down list for mapping audio into the following device, choose the audio device to send additional audio.

QWhat to do if the base station calibration failed?

1. Please press the trigger button to make sure the two controllers are not in the standby status during the calibration.
2. Check if the front indicator of the base station is constantly blue.
3. Check if the serial number of the base station shown in the Device Connect page of the DpnAssistant matches the serial number shown on the label located at the back of the base station.
4. Refer the dead zone of base station as defined in the manuals and execute the base station calibration steps once again. Ensure both controllers are always within the radiated zone during the calibration.[table=414.8]
Hint: If the calibration failed after several attempts, contact the DP service for more assistance.

QWhat are the warranty policies in case of accidental damage with the spatial polaris base station?

Please observe the installation instructions for the spatial polaris base station and use it with care. The warranty does not cover accidental damage of the product. If the spatial polaris base station is damaged, especially when the front panel is broken, please stop using it immediately.

QWhat to do when my TV remote control does not work while the E3 Polaris is in use?

The spatial polaris base station interferes with some sensors nearby, such as the sensors in infrared TV remote control.
1. Adjust the orientation of the spatial polaris base station so that it does not face the TV directly.
2. Verify if the remote control works normally without interference from the spatial polaris base station.
3. Set up a new gaming zone.

QHow to contact DPVR official staffs?

Send email to DPVR service mailbox: service@dpvr.cn, official staffs will contact you as soon as possible.

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