How do I Troubleshoot the Headset?

Introduction

Use this article to identify and resolve headset issues — hardware or software — during or between sessions.

Start here — identify the issue type

• Hardware issue: The physical headset is faulty (won't power on, black screen, broken lens).
• Software issue: The headset is powered on but showing errors, tracking problems, or wrong visuals.
• Not sure? Start with Step 1 below — inspecting the hardware will tell you which path to take.

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On this page:

↓ Symptoms

↓ Hardware Issues

↓ Software Issues

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Symptoms

What you may see on the GM screen

• "Positional Tracking Lost" and/or "Gun not connected" warning is shown on the GM screen.
• The player view on the GM screen is frozen — no movement even if the player is looking around.
• Battery percentage is showing 0%.
• The PPS indicator on the Portal for the headset is not 90 PPS.
• The headset is not appearing on the Launcher.

What the player may see

• View stuck on an error screen or taking a long time to boot.
• Completely black visuals.
• Wrong environment or game content (different game, lobby, or pass-through mode).

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Hardware Issues

Hardware issues are caused by a fault with the physical components of the headset. Common examples include:

• Not powering on despite a charged battery.
• Power turns on but screen is black.
• One lens is permanently black.

If the headset has any of the above symptoms, or a physical fault not listed here, do not attempt further software troubleshooting.

Action required

• Log a ticket to Client Services immediately.
• Include: headset number, observed symptom, and any steps already attempted.
• Tag the headset out of operations until resolved.
• If the fault is a physical hardware defect, you may also need to submit an HTC support request: How do I submit a support request for HTC products?

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Software Issues

If the headset is powered on but experiencing errors, tracking loss, or wrong visuals, work through the steps below in order.

Step 1: Inspect the Hardware

• Check visuals by looking through the screen or asking the player.
• Alternatively, check the LED lights near the power button.
• This confirms whether the headset has power and is in the process of booting.

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Step 2: Confirm the Headset is Active

• If the player cannot gain tracking or is in the wrong environment, confirm the headset is set to Active (not Standby or Reserve) on the Launcher.
• Ask the player what they can see — this will confirm whether the headset has fully booted or is still in the boot process.

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Step 3: Confirm the Headset is not Downloading or Executing a Game

• Players will not see the correct environment if the game is still downloading or executing.
• On the Launcher, look for yellow "Downloading" or "Executing" text. If present, wait — do not restart.

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Step 4: Restart the Headset

• If the issue is still present after completing Steps 1–3, restart the headset via GM command.
• Wait 60–90 seconds for a full reboot before checking again.
• To manually power off, hold the power button for 5 seconds.

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Step 5: Restart the Streaming Server

• If the same issue persists across multiple headsets assigned to the same player, the issue may be with the Streaming Server rather than the headset itself.
• Restart the Streaming Server the affected headset(s) are connected to via GM command.

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If the issue is still not resolved

• Log a ticket to Client Services.
• Include: the error message shown in the headset (if any), the headset number(s), and the game where the issue occurred.
• The more detail provided, the faster the issue can be diagnosed.

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Article Keywords/Phrases:
Headset troubleshooting
HMD not working
HS issues
HTC headset
Gen 3 headset
Black screen
Tracking lost
Headset software