If you get this message, your PC doesn’t meet the minimum requirements needed to run Windows Mixed Reality. This could be because the computer’s hardware setup isn’t compatible with Windows Mixed Reality, or because you need to update to the latest version of Windows.
Notes on graphics cards:
If you get this message, your PC doesn’t meet the minimum requirements needed for the best experience in Windows Mixed Reality. Your PC may be able to run an immersive headset, but may not be able to run certain apps or might have problems with performance.
If you are seeing this error, try the following troubleshooting steps:
Note: If you are on Enterprise managed network, and having issues downloading Mixed Reality Portal, it could be because your enterprise is using WSUS server, or have other policies that may block the download. Please check with your IT admin to make sure they enable the download for the enterprise.
To manually install the Mixed Reality software
Follow the guidance above in We couldn't download the mixed reality software.
Here are some guidelines for creating a boundary:
Try the following:
When you put on your headset, input should automatically get toggled to your mixed reality experience via your headset's presence sensor. You will know input is being directed to your headset because a blue bar will appear on your desktop like so:
If input doesn't get toggled automatically, you will need to manually toggle input to your headset. You can do this by typing Windows Key + Y on your keyboard (and the same to toggle input back to the Desktop)
You can re-run the learning experience by following the re-run steps.
You are asked to turn your head side to side so your headset can recognizing your space and restore the virtual floor and boundary you set up previously. When you put on your headset, this scanning process can take up to 10 seconds. After it is complete, you will either be in the Mixed Reality Home or you will be prompted to set up your boundary again.
If the scanning process takes longer than 10 seconds, there could be a problem with the proximity sensor in the headset:
Make sure your controllers have full batteries and that they are paired correctly using Bluetooth. Try powering the controllers off and on using the Windows Button. If you still cannot see your controllers, try un-pairing and re-pairing each controller in the Settings menu under Devices > Bluetooth.
If the floor of your Windows Mixed Reality Home doesn't feel like it's at the right height, open the Room Adjustment app from the start menu. This app will be launched once you place the app in the world. In this app, you will be directed to use the touch pad (motion controller) or direction pad (gamepad) to adjust the floor height. When the floor feels correct, use the Windows button to exit back to your Home.
Make sure the lights are turned on and that there isn't anything obstructing the inside-out tracking cameras on the front of your headset. If tracking is lost, it can take a few seconds for tracking to resume. If tracking does not resume, try restarting the Windows Mixed Reality Portal. See Tracking Troubleshooting for more details.
Mixed Reality Portal has a Play button at the bottom of the screen that allows you to show a preview of what you're seeing in your headset on your desktop's screen. However, this feature is disabled on PCs with integrated graphics due to the load placed on the GPU
We have designed Windows Mixed Reality to work without extension cords. Use of extension cords with mixed reality headset is unsupported and use may impact your experience.
If your computer does not have an HDMI port, you will need to use a supported and recommended HDMI to mini display port (DP) dongle.
One reason for the error code: The HMD is plugged in to a USB port for which a non-Microsoft USB device driver is installed and running.
A second reason for the error code: The HMD is not properly responding to commands from the HMD driver. Unlike the previous reason this issue is intermittent.
Likely reason for the error code: The headset driver failed to initialize the two tracking cameras in the headset.
Troubleshooting: This is most likely a transient error. Unplugging and re-plugging in your headset should resolve this issue.
Likely reason for the error code: Your CPU is too old to be compatible with Windows Mixed Reality. Your PC is failing the compatibility check because your CPU is missing the AVX instruction set required to run our motion controllers.
Troubleshooting: You'll need a Windows Mixed Reality compatible PC. You can find a list of Windows Mixed Reality badged PCs here: https://www.microsoft.com/en-us/windows/view-all-devices?col=wmr-pcs#icons
Make sure that you plugged your headset's HDMI cable into an HDMI out port on your PC, not an HDMI in port.
Make sure your headset is connected to the correct ports on your computer:
If Mixed Reality Portal did not launch automatically then you probably have an issue with the installed driver. The most likely issue is that your driver needs to be installed.
Open up Device Manager (Start > Device Manager), look under Other devices for a HoloLens Sensors device with a yellow bang:
Right Click on the device and select properties. If the device's properties read The drivers for this device are not installed (Code 28) exit the window.
Right click on the device again and press Update Drivers > Search automatically for updated driver software
After the device updates, you should see a Mixed Reality Device appear in Device Manager:
Note: If you have an "N"-edition of Windows, you will need to upgrade to a regular edition of Windows to use Windows Mixed Reality.
If manually installing the driver didn’t work, or you don't find it under Other Devices, then you probably need to uninstall the existing driver and reinstall it.
Verify you have fresh batteries in the device. Controller buzzing 3 times and shutting down indicates critical battery. If the issue persists, perform device recovery to reset the controller back to factory settings.
Check that you do not have controllers paired already, remove them and try again. If problem persists reboot PC and try again. If that fails, consult the Bluetooth Best Practices section.
Your notebook may share Wifi antenna with Bluetooth when connected to 2.4GHz access point. Check from device manager if you can switch band preference to 5GHz. If 5GHz network is not available and performance is severely impacts consider using Bluetooth dongle.
Some older Intel radios experience this issue if motion controllers are powered on at the same time. To workaround this, do not power on controllers at the same time.
Some Qualcomm (QCA) Bluetooth radios have issue where the device may end up in bad state after Windows crash. Workaround until driver fix is available is to power off the PC completely. This issue is fixed in QCA Bluetooth radio driver 10.0.0.448 or later.
Please ensure you have driver 15.68.9210.47 or later in use (device manager->Bluetooth->Marvell AVASTAR Bluetooth Radio Adapter->Properties->Driver)
Check the Bluetooth Best Practices section below. These symptoms are generally caused by failures to communicate between the controller and the host PC, which is indicative of poor Bluetooth link quality.
Check the Bluetooth Best Practices section below. These symptoms are generally caused by poor Bluetooth link quality.
Check the Bluetooth Best Practices section below. These symptoms are generally caused by poor Bluetooth link quality.
Motion controller battery level is tuned for AA batteries, some low voltage rechargeable batteries may not report full although being fully charged.
Haptics is disabled when battery level gets low, replace with fresh batteries to get rumble back.
Your batteries are running low and hitting cut-off threshold. Replace with fresh batteries.
If the controller isn’t working correctly and you’re unable to update the device, you can always restore the device to factory conditions. To recover your device:
Motion controller uses LED constellation ring and haptics for indicating about its state.
|Motion controller state||How you get into this state||Motion controller light and vibration behavior associated with state|
|Power on||Press and hold Windows button on controller for 2s to turn on controller.||LEDs turn on and controller vibrates once.|
|Power off||Press and hold Windows button on controller for 4s to turn off controller.||LEDs turn off and controller vibrates twice.|
Controller enters sleeping state automatically when it’s motionless for 30s.
Controller automatically wakes when it detects motion (except when device is not paired with host PC, button press will be required to wake-up).
|LEDs turn off, blink every 3 seconds while in sleeping state.|
|Pairing||Press and hold pairing button inside battery case for 3s.||
LEDs slowly pulse while in pairing mode.
LEDs go solid when exiting pairing mode. Controller vibrates once if pairing was successful or vibrates 3 times if pairing is unsuccessful and times out.
|Controller connects to/disconnects from PC|
Controller successfully connects to PC after you turned it on.
Controller disconnects from PC during use for some reason.
|Controller vibrates once on PC connection or disconnection.|
|Low Battery Level||When battery level is low.||No LED or vibration indication when battery is low. If you look at the representation of the controller in headset, there is a battery indicator icon on the handle. When battery is low, the indicator icon will show 1/4 full.|
|Critical Battery Level||During power on when battery level is "Critical". “Critical” battery level means there is insufficient power for controller to stay on and the controller will turn off automatically.||Controller vibrates 3 times when you turn it on, then automatically turns off. As you approach this state, the battery indicator icon will display red.|
|Device Update||This happens when you turn the controller on and a firmware update is required.||
During controller firmware update, the controller will be unresponsive, though you will still be able to turn it off. If you turn it off during firmware update, the controller will simply try to update again the next time you turn it on and it connects to the PC.
When a controller firmware update starts, you’ll see a Windows notification telling you that the controller is being updated.
During firmware update, the LEDs will blink in an alternating pattern of half of the outer ring lights, then half of the inner ring lights
Motion Controllers use the same Bluetooth technology found in many consumer devices. Motion Controllers are designed to work with Bluetooth capability included in any recent PC.
First verify that your PC has a Bluetooth radio. If the device passed the Mixed Reality Compatibility Checker then it should. Right click on the Windows Start Menu and select Device Manager. Expand the Bluetooth section and look for an Adapter.Plugable USB Bluetooth 4.0 Low Energy Micro Adapter.
If your computer has Bluetooth already, but you are still having problems with the Motion Controllers, consider replacing your Bluetooth radio with the Plugable external Bluetooth Adapter plugged into USB.
Note: you can only have one Bluetooth radio adapter active at a time. if you plug in an external radio in addition to an existing radio you need to disable your existing Bluetooth radio in Device Manager (right click on the adapter and click Disable Device) and un-pair / re-pair all of your previous Bluetooth devices.
Motion Controllers should work with other Bluetooth keyboards, mice and game controllers, but the experience will vary depending on the model of keyboard, mouse or game controller you use.
Motion Controllers Troubleshooting Steps:
Make sure the motion controllers show up as 'Connected'. 'Paired' means they've been connected to the PC at some point in the past, but are not actively connected. Controllers should appear under “Mouse, keyboard & pen” category. Motion controllers under “Other devices” have failed the pairing process and will not functional. You'll need to unpair and repair the controllers in this case.
If you're using an external USB Bluetooth Adapter:
Verify there’s only one Bluetooth radio in the PC. Right click on the Windows Start Menu and select Device Manager. Expand the Bluetooth section and look for one Adapter. If you are using the desktop PC configuration with built-in radio, check if an external antenna is connected. If there isn’t an external antenna connected, it is expected to issues with tracking. Another option would be to use an external bluetooth dongle (USB), disable the internal Bluetooth capability and retry pairing and connecting.
Close the Bluetooth settings window if it's open. Leaving it open in the background means that a lot of extra calls are made to the Bluetooth protocol.
Please power off Bluetooth headphones and speakers. These are not supported with Windows Mixed Reality. You can use the headphone jack or built-in speakers on your Mixed Reality headset for the best audio experience.
Check the virtual battery level on the motion controller: in the cliff house, turn the controllers over, and you'll be able to see a battery icon. If it is red, please go ahead and replace the batteries. Battery reporting typically reports higher than the actual level immediately after connecting a controller. Please wait around 15 seconds to let the battery level stabilize and then read the level.
You can try a one-time workaround of unplugging the USB cable on your HMD and plugging it back into the PC. This will restart the controller functionality on the PC.
Check if the motion controllers LEDs are brightly lit or dimly lit: brightly lit means that they are paired and connected. Dimly lit means that they aren't connected.
If the controller lights are flashing, they are undergoing a firmware update. Wait for the firmware update to complete and the controllers appear in Mixed Reality.
For laptops check if they are connected to 2.4GHz or 5GHz Wifi network. Laptops connected to 2.4GHz Wifi are typically sharing the same antenna with the Bluetooth connection. This may impact negatively either Wifi or Bluetooth performance, depending on product design. Options to resolve this include:
If Bluetooth settings have motion controllers already paired, windows won’t discover new controllers before those are removed. If those have been added using a specific dongle, they can be only removed with that dongle connected.
Windows Mixed Reality requires a WDDM 2.2 or later graphics driver in order to complete Mixed Reality setup.
If your PC does not already have a compatible graphics driver, please try these sources:
Note: Recent graphics drivers tend to have performance and quality fixes for the latest content and experiences. If you are encountering performance problems with Mixed Reality, consider updating the graphics driver to the most recent version available for the graphics card in your PC.
This flow chart below helps further explain the best steps to acquire a WDDM 2.2 or later graphics driver.
The easiest way to check if WMR is running at 60 Hz or 90 Hz is to use the Device Portal -> Performance tab.
The Headset display -> visual quality settings only affect the rendering of the WMR Home experience. If you have a discrete GPU with HDMI 2.0 ports and a CPU with 4+ Physical cores, you should be getting 90 Hz. If your GPU only has a HDMI 1.4 output, you can use a DisplayPort to HDMI 2.0 adapter as a workaround.
There are many reasons for the system to be sluggish. In most cases this will subside after a few seconds. However, if you are experiencing this over long periods of time, please ensure the following:
There are many reasons that a PC might warm up. Below are a few mechanisms to keep the PC running cool:
This means that the tracking system was unable to recognize your environment. If you are in a new environment, this is to be expected, please set up a bounds. If you have used the device in this environment in the past, and have previously set up a bounds here, then check the following:
If these steps do not resolve the problem, then delete your environment data and re-setup your bounds.
This is caused by the device taking too long to find the bounds. You can bypass this message by choosing the option to use a boundary and you will be taken to your Windows Mixed Reality Home with your bounds present.
This means that the tracking system is having a hard time tracking and identifying your environment. In this state, the device can no longer show you your bounds and to encourage you to not move around and accidently bump into things in the real world, you will be in 3DOF in the HMD until the device can find your bounds again. Check the following:
This means that the tracking system cannot generate pose, or the application has stopped using new pose data to render. Check the following:
If this message persists, contact customer support
Typically, this means the application or a system level component has failed. Try the following.
This means that the application is not able to hit frame rate on your PC and the system is having to use old frames to render the view in the HMD. Since applications only render the part of the world you are looking at, if they do not consistently hit their frame rates, then the system will attempt to continue to render the world from a previous point of view and will fill in the missing details with black. If this happens frequently, Check the following:
There are several reasons this may happen. The primary causes are the system not being able to render content to the HMD, or the tracking system is experiencing problems. Check the following:
If this problem persists, contact customer support.
This could be caused by an app or system level component hitting a fatal error, or a temporary lack of memory or CPU resources. Check the following:
This is typically caused by errors in obtaining sensor data from the HMD to inform the tracking algorithms. If this happens frequently, try the following:
If this problem persists, contact customer support.
This is typically caused by errors in sensor data being recorded into the environment data that is stored on your PC. This can cause the Windows Mixed Reality to appear tilted, sometimes permanently. Try the following:
Not all WebVR content is authored to support motion controllers. WebVR allows developers of content to support different types of input, such as game controllers or motion controllers. If you do not see your controllers on a site, it likely doesn’t have motion controller support.
Not all WebVR content is authored to support mouse input.
This is an optional feature of the WebVR specification; not all browsers support this feature.
WebVR allows developers of content to support different types of input, such as mouse, keyboard, game controllers or motion controllers. Mouse input behavior varies per browser. Within Microsoft Edge, website authors must ensure they take 'pointerlock' when presenting to the headset for mouse input to work.
This website likely doesn’t have full motion controller support.
Just like any other web specification or standard, the author has the choice about whether or not they implement it. There is a WebVR specification that allows websites to launch VR experiences directly from the browser; these authors of these websites have not implemented this specification at this time. There may be downloadable apps on some platforms that enable viewing of VR content from these vendors.
WebVR is only supported by Windows Mixed Reality devices in Edge at this time.
It is possible that the website has not implemented support for Multi GPU machines (including Hybrid GPU laptops). Things to try:
This is a known issue when running WebVR from Edge in the Mixed Reality cliffhouse. The workaround is as follows:
Microsoft has not announced anything about WebVR on the HoloLens at this point.
This website does not properly support Windows Mixed Reality headsets. To work around this:
This website does not properly support high resolution headsets. To workaround this, some things that may work:
This is expected behavior. For security reasons, only the active browser tab can access connected headsets.
The website may be using the OGG audio file format, which Microsoft Edge does not currently support.
Microsoft Edge does not currently support haptics on the WebVR gamepad API extensions.
If you're still running into unexpected performance issues send us feedback using the Windows Feedback Hub. To capture the right information make sure to setup your feedback as follows:
There is a known issue where this can happen if your headset and primary monitor are on two different video adapters. To work around, attach your monitor to the same adapter as your headset and configure that monitor to be the primary using Settings app -> System -> Display
If your immersive headset doesn’t include built-in headphones, you’ll need to connect headphones to the audio jack on the headset. (The jack is often located just behind the headset visor or lenses; check with your headset manufacturer if you have trouble finding it.)
Some audio headsets have physical buttons to control the volume. If audio isn't working, check to see whether the volume is turned down or muted.
Windows Mixed Reality is designed to play sound through your immersive headset when you’re wearing it and have headphones connected to it. When you take the headset off or flip the visor up, audio will switch to your default Windows playback device. You can change this setting in Settings > Mixed reality > Audio and speech.
Other troubleshooting steps:
Some applications, including many of those launched through SteamVR, can lose audio or hang when the audio device changes as you start or stop the Mixed Reality Portal. Restart the app after you have opened the Mixed Reality Portal app to correct this.
When another multimedia USB device (such as a web cam) shares the same USB hub (either external or inside your PC) with the Windows Mixed Reality headset, in rare cases the headset's audio jack/headphones may either have a buzzing sound or no audio at all. You can fix this by plugging your headset into a USB port that does not share the same hub as the other device, or disconnect/disable your other USB multimedia device.
In very rare cases, the host PC's USB hub cannot provide enough power to the Windows Mixed Reality headset and you may notice a burst of noise from the headphones connected to the headset.
Bluetooth audio peripherals do not work well with Windows Mixed Reality voice and spatial sound experiences. They can also negatively affect your motion controller experience. We do not recommend using Bluetooth Audio headsets with Windows Mixed Reality.
The Windows Mixed Reality home includes spatial sound simulation, where audio from apps you've placed in your home sounds like it's coming from the location of those apps. As you turn around, and move closer or farther from each app, the sound direction and level will change, just like in real life. This change in audio isn't a bug, it's designed to further the sense of realism.
Additionally, when you open and play music from a background-capable music app (like Groove Music) in your Windows Mixed Reality home and then open an immersive VR experience (like a game) the sound from the music app will crossfade from spatial sound to stereo. It may appear louder than before because the distance between you and the sound is now zero.
If you have Cortana enabled on your host PC prior to using your Windows Mixed Reality headset, you may lose the spatial sound simulation applied to the apps you place around the Windows Mixed Reality home. The work around is to enable "Windows Sonic for Headphones" on all the audio devices attached to your PC, even your headset-connected audio device:
To use speech 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. Dictation will not work correctly if your system keyboard language does not match the language you've selected for Windows Mixed Reality.
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 have mic input switch automatically to your headset when you wear it, go to Settings > Mixed reality > Audio and speech, and make sure that "When I wear my headset, switch to headset mic" is turned on.
Audio headsets with a microphone that dangles from the earbud cable do not perform well for voice commands in environments with ambient noise.
Some audio headsets have a physical button to mute and unmute the microphone. If speech commands aren't working, check to see whether your mic is muted.
Cortana can be slow the first time she is invoked in a Mixed Reality Portal session. You can work around this by making sure "Let Cortana respond to Hey Cortana" under Settings > Cortana > Talk to Cortana is enabled.
On some PCs, the default voice capture gain for your headset-connected microphone may be set too low. If you experience unreliable speech commands or dictation, you can try running the Microphone Setup troubleshooter. You can reach this troubleshooter through the Settings > Time & Language > Speech, then click "Get Started" in the "Microphone" section. To affect the microphone you use for Windows Mixed Reality, you have to do this through the Desktop app in the Windows Mixed Reality home while wearing the headset. Select the appropriate endpoint in the troubleshooter wizard.
There is no way to use the audio device connected to (or part of) the HMD for audio playback when the device is not worn. If you only have one audio headset and not an HMD with built in headphones, you may want to connect the audio headset to the host PC instead of the HMD. Then you must turn off "switch to headset audio" in the MRP settings.
You can access your PC desktop in Mixed Reality using the Desktop app. You can launch Desktop app in the headset from Windows Button > All apps > Desktop
By default, Desktop app automatically switch to display the monitor with focus.
If you wish to see all of your monitors in Mixed Reality, follow steps below:
Please note that you will have to re-pick which monitor to show on each Desktop app every time you restart Mixed Reality. See more details here
If the Desktop app shows only a black screen, and your PC has Nvidia hybrid GPU, the issue may be caused by Nvidia device running the runtimebroker.exe on the discrete GPU instead of the integrated one. To fix this issue, follow these instructions under "How do I create Optimus settings for a new program?" to add C:\windows\system32\runtimebroker.exe and force it to run on the "Integrated graphics" processor.
You can uninstall Windows Mixed Reality from Settings -> Mixed Reality -> Uninstall.
If you uninstall Windows Mixed Reality and then see a message that says "We couldn't finish uninstalling Windows Mixed Reality," here's what to do. Notes This article is intended for advanced users. It involves modifying the registry and using Windows PowerShell to run commands. If you modify the registry incorrectly, serious problems might occur. Make sure to follow these steps carefully. For added protection, back up your registry before you modify it. Then, you can restory the registry if a problem occurrs. For more info, see How to back up and restory the registry in Windows.