Pimax 8KX + Base Station Troubleshooting

In hopes the community can help :-)

UPDATE as of Oct 28:

As it turns out, the “fix” was not to be. The problem still persists, as you can see here https://luisblando.medium.com/debugging-with-pimax-support-824365a4071

UPDATE as of Sept 29: Pimax customer support connected remotely to my computer, uploaded some software, debugged something, and left it all running. Not sure what the problem was, nor what they did exactly.

I am a brand-new Pimax user, and I am having trouble getting it to work. Documenting the issue here in hopes somebody can help. To keep it real, the document below is the exact email I’ve sent PIMAX in response to their previous suggestion, which was essentially the contents of this page: https://support.pimax.com/en/support/solutions/articles/60000691066-technical-support-document

Hello,

Thanks for this email. I have done what you suggested, but I still am having problems. Please read my email in detail, and hopefully, you can provide a solution.

To provide context, I have the Pimax 8KX and ONE base station. I do not need, nor want, more than one base station.

THE PROBLEM seems to be that the Base Station is not detected by anybody.

First, in PITOOLS I see the following:

Second, this is my configuration and settings in PITOOLS, in case it helps:

Third, the base station LED color stays mostly WHITE, it occasionally turns BLUE for a while but quickly goes back to white. When it is white, you also see two red lasers inside turned on (and they turn off when it goes to BLUE). You cannot see the red lasers with the naked eye, but you can when taking a pic with the phone.

And here’s how it looks with BLUE (no lasers). BLUE comes on when I grab the base station and move it. If not, it stays WHITE.

Fourth, this is what SteamVR sees. As you can see below, SteamVR only recognizes the headset, but nothing else.

Fifth, furthermore, when you try some of the settings/configurations, you realize that “Bluetooth is not available”, as you can see below.

Sixth, I am not an expert PIMAX/VIVE user, so I did not know which Bluetooth the above was referring to, so I checked with the Bluetooth of the PC, and I can see the base station through there.

As you can see above, the LHB-B98FEBE8 device is the base station. I know because when I plug it off, that device goes away and it returns when I plug the station back on.

Seventh, I tried the debugging/troubleshooting steps you suggest, to no avail, as follows:

1) Deleted everything in C:\ProgramData\pimax\runtime\config\lighthouse but it did nothing. As you point out, it regenerate a folder and files, but otherwise solved nothing.

2) Using lighthouse_console.exe you can see that the tracking board (whatever that is) seems to be detected, and it seems to be working. Again, I am no expert so please review the screenshot below

3) When I try the dis command, I do *not* see the same thing your email states I should…

In your email, you state: “If you can’t see the contents in the yellow box, please check whether the base station is working or try to reset the tracking board inside the headset to recover the tracking.”

I most definitely cannot see the contents of the yellow box, and so I tried to “reset the tracking board inside the headset”. You provided no information whatsoever on how to do this, but after a lot of research, I came across the way to do this, apparently. Please confirm that this is the way to reset the tracking board and if not, please tell me how to properly reset it, thanks.

To reset the board I found and downloaded the lighthouse_watchman_update.exe, and executed the following two commands, with the results you can see below.

Unfortunately, however, this too seems to do nothing at all, as I continued to have the same problem.

4) For completeness, I continued with the instructions on your email, and used the period command:

which of course did not show something similar to your example below.

5) Finally, I tried the errors command and noticed that pulse_queue_overflow is off the charts.

In your email, you state that “If the digit of “pulse_queue_overflow” is not 0 and is also getting bigger and bigger, that means there might be something wrong with the sensor of the headset.” which concerns me a bit. This is a brand-new unit. How can it be wrong?

In any event, please review this email and let me know what to do. As it stands right now, I cannot use this device with the base station.

Thanks,

Luis