Knowledge Base

Dell Visor Frequently Asked Questions and Troubleshooting Scenarios



Refer to the expanding sections for help with Frequently Asked Questions and Troubleshooting Scenarios.

For the Dell Visor and Controllers User Guides and Quick Setup Guides, browse to the Dell Visor (Combo VRP100/Headset VR118/Controller VRC100) support page.

What Operating System do I need to use with the Dell Visor and Dell Visor Controllers?

You have to have Windows 10 Fall Creators Update or later installed.

What happens if I connect the Dell Visor to a computer not running Windows 10 Fall Creators Update or later?

The Dell Visor is recognized by the computer but since the needed software is not installed the Dell Visor will not turn on.

What hardware do I need to run the Dell Visor?

Refer to these Microsoft Knowledge Base articles for the hardware requirements:

I am not sure what specifications my computer has, how can I tell?

To find out if your computer can run the Dell Visor, either:

  • Refer to Dell Knowledge Base article How do I determine the hardware devices installed in my Dell PC?.
  • Use the Mixed Reality Portal to determine if your computer has the necessary hardware:
    1. Plug the Dell Visor into a HDMI and USB 3.0 port.
      Note: You will need an additional video port to connect your monitor.
    2. Type mixed reality portal in the search box, select Mixed Reality Portal in the list of available programs.
    3. Touch or click Get started.
    4. Touch or click I agree, a check of your computer hardware is performed, and any hardware that does not meet the minimum requirements are identified.

How do I start using the Dell Visor?

To start using the Dell Visor, perform the following steps:

  1. Plug the Dell Visor into a HDMI and USB 3.0 port.
    Note: You will need an additional video port to connect your monitor.
  2. Type mixed reality portal in the search box, select Mixed Reality Portal in the list of available programs.
  3. Touch or click Get started.
  4. Touch or click I agree, a check of your computer hardware is performed, and any hardware that does not meet the minimum requirements are identified.
  5. When using the Dell Motion Controller, you will be guided through a setup process.
    Note: You will be given the option to Use gamepad or mouse instead.
  6. During the setup process you will be given the option to Set me up all experiences (recommended) or Set me up for seated and standing.
    Note: When you have limited space you will probably want to select Set me up for seated and standing.
  7. Follow the prompts to complete the setup.

While using the Dell Visor a grid pattern appeared, why is that?

When using the Dell Visor and a grid pattern appears, it means you have gone outside the boundary established, either:

  1. Move back within the boundary established when the Dell Visor was setup.
  2. Exit out of the Mixed Reality Portal, and restart the program in the same place you established the boundary.

I lost connection with my Dell Motion Controller

Losing connection to the Dell Motion Controller may be due to:

  • Accidently touching the Windows button during rigorous play, turn the Dell Motion Controller off and back on to reconnect.
  • Low battery, reset or replace the batteries.

Mixed Reality computer cannot detect the Dell Visor:

  1. Disconnect the Dell Visor from the HDMI and USB 3.0 ports, wait a few seconds and then connect the Dell Visor into the HDMI and USB 3.0 ports, and try again.
  2. Reboot the Mixed Reality computer, and then try again.
  3. Avoid using a USB extension cable unless a powered USB 3.0 hub is also used.
  4. Avoid HDMI extension cables.
  5. Make sure you are using the recommended adapters. For more information refer to Microsoft Knowledge Base article Recommended adapters for Windows Mixed Reality Capable PCs.

There is no sound coming from Headphone connected to the Dell Visor:

  1. Make sure the Headphones are seated all the way into the Dell Visor audio jack.
  2. There may be a delay the first time you connect into the Dell Visor audio jack, this many be due to a driver update for the USB Audio.
    Note: When the Dell Visor is plugged to the computer, the audio output will be automatically redirected to the Dell Visor’s Audio output jack.
  3. Browse to the Audio and Speakers support site, for help.

No display or backlight on the Dell Visor:

  1. Disconnect the Dell Visor from the HDMI and USB 3.0 ports, wait a few seconds and then connect the Dell Visor into the HDMI and USB 3.0 ports, and try again.
  2. Reboot the Mixed Reality computer, and then try again.
  3. Make sure the latest video adapter drivers are installed. Refer to Dell Knowledge Base article How do I download and install device driver? for more information.
  4. Avoid using a USB extension cable unless a powered USB 3.0 hub is also used.
  5. Avoid HDMI extension cables.
  6. Make sure you are using the recommended adapters. For more information refer to Microsoft Knowledge Base article Recommended adapters for Windows Mixed Reality Capable PCs.

Mixed Reality Portal setup is stuck:

  1. Disconnect the Dell Visor from the HDMI and USB 3.0 ports, wait a few seconds and then connect the Dell Visor into the HDMI and USB 3.0 ports, and try again.
  2. Reboot the Mixed Reality computer, and then try again.

Cannot trace the boundary:

  1. Do not get too close to a wall or other obstruction.
  2. Ensure the sensor is not blocked and there is enough light.
  3. The space that is used for tracing should be larger than 3 square meters.
  4. Avoid too big or complicated space - Stick to a geometric shape without a lot of twists and turns.
  5. Avoid intersections of path while tracing.
  6. Start over again if you are stuck in a corner.


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Article ID: SLN307819

Last Date Modified: 11/14/2017 10:35 AM


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