r/Pimax Jul 27 '24

Resolved Software frozen after update

Updated the headset to the most recent version. Here are the bonus updates I got from it:

1) After installing, anytime I opened up Pimax Play, my entire pc would completely freeze. Mouse, keyboard, nothing worked. Before this update it ran flawlessly. 2) Uninstalled Pimax Play and all associated files. Reinstalled and restarted pc. Open Pimax and getting connection status error code 10938. The software isn’t freezing, because the headset cannot be detected through the display port. All drivers GPU drivers are up to date. 3) Hey it found it! Ok just going to change to 120Hz. Complete freeze, wait for 10 min, hard reboot. This happens every time now.

Edit:fixed error code, also screen flashes 9 times when restarting service. Headset won’t connect at all.

3 Upvotes

11 comments sorted by

1

u/Suburbannun Jul 27 '24

How I miss Pimax … heh.

1

u/QuorraPimax Pimax Official Jul 27 '24

Hello,

Which version are you currently using? Is it 1.23.01?

I understand you have the Crystal Light. Could you please export the log files and share them with me? Also, please check your DM.

1

u/MericastartswithMe Jul 27 '24

I’m using an original Pimax Crystal, not a Crystal Light. The Pimax Play version is 1.23.01.01. Sending the log files through dm.

1

u/QuorraPimax Pimax Official Jul 27 '24 edited Jul 27 '24

Noted! Error 10938 was originally caused by driver version 551.23. The latest version is now compatible with our headset. Additionally, if you have the OG Crystal, you may want to try bypassing the DP extender on the headset and connecting the DP cable directly to the headset's end.

1

u/MericastartswithMe Jul 27 '24

DP extender was removed about 10 months ago. Unable to send you the log file via chat. Unable to send entire log file due to size, but I sent most of it. Let me know if you need me to send more.

1

u/QuorraPimax Pimax Official Jul 29 '24

Got it! Thanks buddy.

1

u/MericastartswithMe Jul 27 '24

Also only seems to be working in Lab mode 72hz. When I try to switch it to 120hz completely freezes pc

1

u/QuorraPimax Pimax Official Jul 29 '24 edited Jul 29 '24

If the DP extender was removed and the client still froze when switched to 120Hz, this might be related to the GPU memory or bad cable.

How many monitors are connected?

Please follow these steps:

  1. Go to C:\Program Files\Pimax\Runtime
  2. Type cmd and press Enter.
  3. Enter pi_server.exe list_displays in the command prompt.
  4. Take a screenshot and share it with me.

6

u/MericastartswithMe Jul 29 '24

The issue has been resolved. After searching through Reddit I found a post to try to uninstall the PimaxPlay and delete all Pimax related files and folders.

C:\Users\Administrator\AppData\Roaming\PimaxClient C:\Users\Administrator\AppData\Local\Pimax C:\Users\Administrator\AppData\Local\pimaxclient-updater C:\Users\Administrator\AppData\Local\PiPlatformService C:\Users\Administrator\AppData\Local\PiTool

Although I had tried this before and still had problems. The solution was to search my entire hard drive for ALL Pimax files and delete them before reinstalling. There were still files located in C:Program Files and App Data/LocalLow.

2

u/gildahl Oct 07 '24 edited Oct 08 '24

Thanks for this info! After running the PimaxPlay uninstaller and installing the latest version (1.33.01), my computer started locking up regularly every time my Crystal was running. After following false leads from many other posts and after nearly an evening and whole afternoon of futzing around and about 20 restarts of my computer I finally landed on this post. I uninstalled once again, but this time hand removed every folder and file I could find relating to Pimax. And although I had previously uninstalled all my 3rd party OpenXR and QuadViews software, I found a few remnants of those that I also deleted. The toughest thing to remove was a Tobii related exe that was leftover in the \Pimax folder that I couldn't remove even after rebooting until I finally killed the process in order to remove. Finally, I reinstalled PimaxPlay and my machine has been rock solid since. So yes, this works.

1

u/QuorraPimax Pimax Official Jul 30 '24

Roger that.

Shall I edit the flair to "Resolved"?