James_Niva
1 Copper

Dell Visor, non-Dell PC, USB 3 issues

Been running the Dell Visor on my current configuration for the past few months with relativity little issues until the other day.it started rebooting inside the WMR portal and now when it's plugged in to a USB port makes the port instantly report as being

USB 2 and not 3.0 /3.1

Tried buying a powered USB 3 HUB, an add in PCIE USB card, clean winfows install , bios updates etc

Trying to raise a service ticket with dell and it's saying my tag isn't recognised

CN0V1P78*********B2A00A001

So frustrating 😞

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17 Replies
Vic384
4 Tellurium

Re: USB 3 issues

What you posted does not look like a Service Tag. Here is information about identifying your Dell: http://www.dell.com/support/contents/us/en/04/category/Product-Support/Self-support-Knowledgebase/lo...

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7- Thorium

Re: USB 3 issues

Dell visor must be DIRECTLY plugged into USB3 port not on a hub.

The other reason this error happens is when you are using onboard INTEL HDMI instead of being plugged into GTX 1060 or better Video card HDMI.

 


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7- Thorium

Re: USB 3 issues

Service Tag is the SERIAL Number what you posted is PART NUMBER.  DELL VR118 Visor  DPN  V1P78  CN means made in China


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Moderator
Moderator

Re: USB 3 issues

 

The Dell Visor does not get a service tag number. Is the Dell Visor connected to a Dell computer? If yes, what specific model? What operating system? If a Dell computer, send me the Dell computer service tag number via Private Message.

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James_Niva
1 Copper

Re: USB 3 issues

Thanks for the reply,

No the visor is hooked up to a custom PC.

What number do I need from the headset
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7- Thorium

Re: USB 3 issues

My Dell Visor is attached to an Inspiron 3847 with upgraded cpu, power supply, and video card.

Video Card is a Short EVGA GTX 1060 6 gig card

Processor is I7 4790K

Ram is 16 Gigs

OS is Windows 10 1709 creators Edition

16299.3714/10/2018KB 4093112

 

I have no issues.


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Moderator
Moderator

Re: USB 3 issues

 

The fact that it used to work and now does not means that the operating system made driver changes. Most likely through the forced Windows Updates.

No number from the Visor will help because our support site must have a service tag number.

* The Dell Visor should be connected directly to the blue onboard USB 3.0 ports
* Contact the motherboard manufacturer to check for any BIOS updates

Manuals =
* Dell Visor with Controllers VRP100 User Guide
* Dell Visor VR118 - Quick Setup Guide
* Dell Visor Controllers VRC100 - Quick Setup Guide
* Dell Visor Frequently Asked Questions and Troubleshooting Scenarios

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James_Niva
1 Copper

Re: USB 3 issues

I have just confirmed that the Dell headset causes another PC's USB to drop down to 2.0.

This second PC is running mixed reality with no issues using a different headset
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Tesla1856
6 Thallium

Re: USB 3 issues


@James_Nivawrote:
I have just confirmed that the Dell headset causes another PC's USB to drop down to 2.0.

This second PC is running mixed reality with no issues using a different headset

Good troubleshooting. So, the problem appears to follow the Dell-VR-Headset.

From the manual, it looks like the cable is proprietary where it connects to the headset. If it's detachable, have you tried checking it and re-seating it?


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