Immersive headset support

We're here for you if you need help with your Windows Mixed Reality immersive headset. Keep an eye on this page for headset general support, troubleshooting, and known issues.

Contents

Troubleshooting setup

Something went wrong - 2181038084-4

For a "Something went wrong" error with an error code that exactly matches this one, this means that your USB port has entered compliance mode. Please disconnect the HMD and try reconnecting again. Note that on some PCs, to exit compliance mode may require powering down your PC and unplugging the AC power cable.

HMD is not found error - Code 43

Looking at device manager shows that the headset (e.g. Acer Windows Mixed Reality device) has a yellow exclamation mark and a Code 43 error. "Code 43" is a generic error message for drivers.

There is additional helpful detail that is often included as part of a "Code 43" message. Please right-clicking the device with the yellow exclamation mark and selecting "Properties." and note the message displayed.

Note: HMDs work best with USB controllers running the Microsoft USB driver stack. If you're having connectivity issues, please double check the USB controller driver in use. If you've connected your HMD to a non-Microsoft USB controller driver stack, the mitigation is to uninstall ASMedia device driver, identify a USB port which is not ASMedia and connect the HMD to that.

  • Unplug the HMD (USB and HDMI).
  • Open device manager.
  • Find the “ASMedia USB3.1 eXtensible Host Controller – 1.10” under Universal Serial Bus Controllers. To confirm you are running their driver you can right click->properties->driver tab->driver details button: should show “ASMtxhci.sys” being used. If this says USBXHCI.sys then you are running MSFT’s driver this is a different issue which is not yet known to us. Please open a bug in Feedback Hub under Mixed Reality category.
  • On ASMedia entry in Device Manager right-click and choose uninstall.
  • Check the box to delete the driver software.
  • Click uninstall.
  • At the top of device manager do Action->Scan for Hardware changes.
  • “ASMedia USB3.1 eXtensible Host Controller – 1.10” should reappear and drivers will be automatically loaded on it. The name may be updated to include ‘(Microsoft)’ on the end.
  • To confirm you are running the MSFT driver you can right click->properties->driver tab->driver details button: it should show “USBXHCI.sys” being used. If not go to the top and try again
  • Identify a USB 3.0 port which is not ASMedia device. For example Intel. There are two options:
    • Get a USB 3.0 external hub, and connect the HMD to that.
    • Trial and error – get a USB device which is not the HMD, for example a memory stick, and plug it to a USB 3.0 port. Go to device manager, select the device, go to View Devices by Connection, and see if the device is connected to an ASMedia port, or a different port. Keep trying until you find a port which is not ASMedia.
  • Back in Device manager do View Devices by type.
  • In Device Manager go to View->Show Hidden Devices. Find Hololens Sensors under Universal Serial Bus Devices, right click->uninstall->uninstall button. Uninstall all Hololens Sensors if there is more than one.
  • Reboot if prompted.
  • After rebooting, plug in the HMD to the port identified in step #9. Do not leave the HMD plugged in during boot.

"Windows Mixed Reality might not run well" message

If you get this message, your PC doesn’t meet the minimum specs needed for the best experience. You may not be able to run certain apps, may have problems with tracking, or might feel discomfort.

Cannot download Windows Mixed Reality software

  • Check your network connection.
  • Make sure you have 2 GB of free disk space.

Mixed Reality Portal is stuck on the first page

Ensure Developer Mode is turned on: Settings > Update and Security > For Developers > Developer mode

Mixed Reality Portal cannot detect headset

  • Make sure your HDMI cable is connected to an HDMI port to your discrete graphics card.
  • Please ensure that your headset is connected to a USB 3.0 port.
    • Please double check that your PC's USB controller driver is running the Microsoft USB driver stack.
    • Certain PCs may have USB ports that do not supply enough power. Please try a powered USB 3.0 hub.
    • Please 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.
  • Please make sure if any adapters are used to connect the HDMI cable to your PC, you are using a recommended adapter.
  • Please 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:

  • Please make sure 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 to your discrete graphics card.
  • Unplug and re-plug the USB and HDMI cables.
  • Restart your machine.

Mixed Reality Portal setup doesn’t work after turning on Developer Mode

Manually close and reopen the Mixed Reality Portal app after turning on the settings

Immersive headset displays are blank

Floor setup issues

  • Check that your headset is plugged in.
  • Make sure the sensor isn’t blocked and there’s 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) > Run Setup

Cannot trace the boundary

  • Don’t get too close to a wall or other obstruction.
  • Make sure the sensor isn’t blocked and there’s enough light.
  • The space you’re 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.
  • Don’t intersect your own path as you’re 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’ll need to stay in place while using your headset; it may not be safe to move around.

Troubleshooting general usage

Mixed Reality Portal is giving me a "Something went wrong" error

Start with basic troubleshooting:

  1. Disconnect headset from both USB and display cables.
  2. Restart your PC.
  3. Reconnect the headset to both ports.
  4. Verify the headset shows up correctly in Device Manager (under both "Monitors" and "Mixed Reality devices").
  5. Try alternative ports (remember to use USB 3.0 for the headset).
  6. Check for the latest software updates from Windows Update.

More advanced steps:

  1. If the above doesn't help, you can try uninstalling Windows Mixed Reality via Settings > Mixed reality > Uninstall.
  2. After restarting your PC, reconnect the headset and re-run Mixed Reality Portal setup.

Controller issues

  • If your controllers don't show up initially when opening an exclusive app (Known issue in Windows 10 Insider Preview Build 16273; Bug 13339945), cover and uncover the external cameras on the headset so that tracking is lost and regained.
  • Make sure your controllers are turned on, fully charged, and connected to the PC.
  • Try replacing the batteries.
  • If you're using Bluetooth controllers, go to Settings > Devices > Bluetooth on your PC and make sure they’re paired.

Headset display is blank

  • Make sure your USB cable is connected to a USB 3.0 port.
  • Restart the DWM process (Task manager > Details tab > dwm.exe).
  • Unplug and re-plug the USB and HDMI cables.
  • Restart your machine.

Headset display is blank while the tracked environment is visible in Mixed Reality Portal

Try one of the following:

  • Turn on Simulation in Mixed Reality Portal, then turn off Simulation.
  • Restart the DWM process (Task manager > Details tab > dwm.exe).
  • Restart Mixed Reality Portal.

Mixed Reality Portal is giving me a “Wake up the device” error

  • Restart the DWM process (Task manager > Details tab > dwm.exe).
  • Unplug and re-plug the USB and HDMI cables.
  • Restart your machine.

Headset is stuck on "scanning for boundaries" and prompts me to "Use in Limited Mode"

  • Try running setup again. Go to Settings > run setup .
  • Restart your machine.

Headset is stuck prompting to "Use in Limited Mode"

Try one of following:

  • Try running setup again. Go to Settings > run setup .
  • Restart your machine.

"Windows Key + Y to switch to desktop" present with no headset attached

Restart your machine.

Cannot type upper case letters and symbols with on-screen keyboard

This is a bug in the 16188.1003.170430 Windows 10 Insider build. Please run Windows Update to install the most recent Windows 10 Insider build.

Follow these steps to mitigate the issue:

  • You can use dictation by clicking the mic icon in the on-screen keyboard. Once in dictation say "Start Spelling" and then use the prefix Capital or Uppercase to dictate capital letters, e.g say "Capital a" to type A.
  • You can also use your physical keyboard to input upper case letters and symbols.
  • You need to restart the Mixed Reality Portal in order to bring back the on-screen keyboard after using the physical one.

On-screen keyboard doesn't appear after using a physical keyboard

This is a known issue and we are working on it. You can mitigate this by restarting the Mixed Reality Portal app.

PC monitor goes black every few seconds and indicates there's a problem with graphics card

Make sure your video drivers are up-to-date.

Speech recognition issues

If speech recognition is not working for you follow these steps:

  • Make sure Cortana speech recognition is enabled on your PC. Select the microphone icon in the Cortana search box on your PC and if it’s not already enabled, turn it on.
  • Make sure you have "Speech Services" turned on. You can find it under: Settings -> Privacy -> Speech,inking, & typing
  • Make sure your mic is unmuted.

Troubleshooting app views

If you create an app with an immersive view, but it launches on the desktop in a 2D view (instead of an immersive view on your headset), here are some things to check:

  • Make sure your app is built against the Creator's Update SDK (build 15063 or newer). Apps built against older SDKs will not be able to display an immersive view on desktop.
  • Make sure your headset is plugged-in and running.

Known issues

Development on Notebooks

If you experience sluggish behavior on a notebook (e.g. keyboard input becoming less responsive) when running Visual Studio 2017 + Unity + Windows Mixed Reality, and repeatedly deploying to the immersive headset, please re-try with both Task Manager and Performance Monitor off. If you continue to experience sluggish behavior even with both Task Manager and Performance Monitor off, please give us Feedback.

Graphics Card

Known issue as of Windows 10 Creators Update (15063)

Laptops with Nvidia 1060 graphics and an integrated GPU may experience a black screen when launching an immersive app built with Unity. This is due to the app rendering on the incorrect adapter. If you encounter this issue, check if in Nvidia settings it's set to use the discrete GPU only. If it is, change the setting back to "auto".

Windows Mixed Reality uninstall

Known issue as of Windows 10 Creators Update (15063)

Uninstall of Windows Mixed Reality features in the Settings app may unexpectedly fail, which could cause the Mixed Reality Portal app to be in an incomplete install state and prevent successful reinstall of Windows Mixed Reality features later.

To manually remove remaining Windows Mixed Reality components, restart your PC first, and then follow these steps:

  1. Remove the following registry values:
    Note: For HKEY_CURRENT_USER values, the registry value must be removed for each user who used Windows Mixed Reality. A complete cleaning would requires each user to log in and have the values removed.
    • Remove "FirstRunSucceeded" from HKEY_CURRENT_USER\Software\Microsoft\Windows\CurrentVersion\Holographic
    • Remove "PreferDesktopSpeaker" and "PreferDesktopMic" from HKEY_CURRENT_USER\Software\Microsoft\Windows\CurrentVersion\Holographic\SpeechAndAudio
    • Remove "DisableSpeechInput" from HKEY_CURRENT_USER\Software\Microsoft\Speech_OneCore\Settings\Holographic
    • Remove "DeviceId" and "Mode" from HKEY_LOCAL_MACHINE\Software\Microsoft\Windows\CurrentVersion\PerceptionSimulationExtensions
  2. Remove "RoomBounds.json" from C:\Users\{username}\AppData\Local\Packages\Microsoft.Windows.HolographicFirstRun_cw5n1h2txyewy\LocalState
    Note: This file must be removed for each user who used Windows Mixed Reality.
  3. Remove the contents of the "SpatialStore" folder (but not the folder itself) from C:\ProgramData\WindowsHolographicDevices\SpatialStore
  4. Remove Feature-On-Demand CAB:
    Mixed Reality relies on a Feature-On-Demand CAB to run. This CAB is downloaded during a user’s initial experience and should be removed. To remove the FOD, open PowerShell as an Administrator and run:
    1. Dism /online /Get-Capabilities
      Note: Copy the Capability Identity that begins with Analog.Holographic.Desktop. If that capability can’t be found, then the FOD isn’t installed.
    2. Dism /online /Remove-Capability /CapabilityName:copied Capability Identity
  5. Restart your PC

Windows Mixed Reality boundary feature

Known issue for Windows Insider update on 5/24

Please use caution when using room scale experiences. There is a bug preventing the room boundary from showing properly.

If setting up a room, you will be able to complete the boundary setup with your specified room tracing. Once in the home, the boundary will trigger according to your tracing, however the visual will render very small, and could show up behind you.

This will be fixed in the next flight.

Cortana, speech, and audio support

Cortana and voice input

To use Speech and Cortana commands, your PC’s speech and language settings must be set to one of the languages supported in Windows Mixed Reality. To check this, go to Settings > Time & language > Region & language and Settings > Time & language > Speech.

If your headset doesn’t have a built-in mic, you’ll need to attach headphones with a mic to the headset or to your PC. To switch mic input between your headset and your PC, go to Settings > Mixed reality > Audio and speech, and select the choice you want from the dropdown.

Audio output

  • If your headset doesn’t have built-in speakers, you’ll need to attach headphones to the headset or to your PC. If you attach headphones to your headset, audio output switches automatically to your headset when you’re wearing it, and back to your PC when you take off the headset.
  • Make sure the audio headphone connected is pushed all the way in to the Immersive headset's audio jack.
  • Certain headphones that have separate headphone and mic plugs we recommend using an adapter. We recommend this Adaptor

To turn off the behavior where audio output switches based on whether you're wearing your headset, go to Settings > Mixed reality > Audio and speech, and select the choice you want from the dropdown.

Volume control

If your headset or headphones don’t have hardware volume buttons (or if you just want to go hands free), use the voice command “Hey Cortana, volume up/volume down” to adjust the volume.

Another option is to use the Desktop app in your immersive headset (Start > Desktop). This lets you see and interact with your PC desktop, where you can adjust the volume in all the usual places.

Languages

Windows Mixed Reality is currently available in the following languages:

  • English (United States)
  • English (Canada)
  • English (Great Britain)
  • English (Australia)
  • French (Canada)
  • French (France)
  • German (Germany)
  • Japanese (Japan)
  • Chinese Simplified (China)

If your PC is set to a different language, Windows Mixed Reality will use English (United States), and Speech will not be active.

The Windows Mixed Reality on-screen keyboard is English (United States) only. To enter text in another language, use a physical keyboard connected to your PC. You can also use dictation in one of the supported Windows Mixed Reality languages listed above—just select the mic icon in the on-screen keyboard.

Headset display calibration

Adjusting your IPD (interpupillary distance) can improve the quality of your visuals.

To change IPD within your headset, open the Settings app and navigate to Mixed reality > Headset display and move the slider control. You’ll see the changes in real time in your headset. If you know your IPD, maybe from a visit to the optometrist, you can enter it directly as well.

You can also adjust this setting by going to Settings > Mixed reality > Headset display on your PC.

If your headset does not support IPD customization, this setting will be disabled.

Uninstalling Windows Mixed Reality

To uninstall Windows Mixed Reality, go to Settings > Mixed reality > Uninstall on your PC. Before you begin, make sure to disconnect your mixed reality headset from your PC and close the Mixed Reality Portal app.

To start using an immersive headset again after you’ve uninstalled Windows Mixed Reality, go to Mixed Reality Portal on your PC and select Run setup.

See also