Reference
Troubleshooting VR issues
Quick fixes for the most common VR problems, so your session stays on track.
01The headset won't pair to an account
Try these in order
- Check the headset is connected to Wi-Fi.
- Relaunch the InvolveXR app on the headset and try again.
- Double-check the pairing code and enter it again in the Web Portal.
- Still stuck? Restart the headset and try once more.
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Tip
Make sure the headset isn't already paired to another account.
02Audio isn't working in VR
Try these in order
- Turn the headset volume up with the volume buttons.
- Check for Bluetooth devices that could be interfering.
- Restart the headset and try again.
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Group sessions
Use headphones in group sessions to prevent audio bleed between headsets.
03Controllers aren't responding properly
If controllers lag or jitter
- Check for low-battery notifications and replace the batteries if needed.
- Restart the headset to reset tracking.
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Help tracking
Make sure there's good lighting and few reflective surfaces nearby, so headset and controller tracking works properly.
04The session disconnects or freezes
Try these in order
- Check the Wi-Fi signal and bandwidth. We recommend at least 5 Mbps.
- Limit large downloads on the same network during sessions.
- If it continues, leave the session and join again.
05Still need help?
If you've tried everything, contact our customer success team with some details about the issue so we can help fix it. We'll get back to you as soon as possible.
Helpful details to include
- What happened and when
- Which headset model
- The steps you've already tried
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Back on track.
Make every session run smoothly.
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