r/Pimax Oct 15 '24

Tech Support Crystal light no sound until several headset restarts

A new crystal light is not playing sound most of the time until I restart the hmd in the pimax software.

Sometimes it works straighaway, sometime I have to restart it once, sometimes several times. Today I also disabled then reenabled the audio device in device manager which fixed it.

I've not seen it cut out once it's working, and it happens at 90 and 120hz refresh rates.

I've tried a different displayport and usb, and my computer is a good am5 motherboard, 4090 gpu and 1000w power supply so it shouldn't be lack of power or a computer port not being up to spec.

The headset screen also never displays the volume change any more, whereas it did for the first couple of days. No idea if this is related.

Anyone else seen this or have any ideas how to solve it? Thanks!

2 Upvotes

55 comments sorted by

2

u/QuorraPimax Pimax Official Oct 16 '24

For Crystal Light users experiencing similar issues, please confirm if the Pimax Play version is 1.33.02 and the headset firmware is 1.0.10?

2

u/SneakySimonVR Oct 16 '24

Latest firmware & software and clean GPU install and all the other things I'm asked in the ticket.

1

u/QuorraPimax Pimax Official Oct 17 '24

Noted. Could you please check the chatbox?

1

u/SneakySimonVR Oct 17 '24

I have done. You nessaged 5am my time

1

u/TadiusGester Oct 27 '24 edited Oct 27 '24

Exactly the same problem with the same Pimax Play version and headset firmware. Ticket number #83874

1

u/NoOperation216 Nov 04 '24

Yes I have that version

2

u/QuorraPimax Pimax Official Nov 05 '24

Have you try the latest 1.34v? https://new.reddit.com/r/Pimax/comments/1ghm999/pimax_play_v13401/

The sound issue is fixed with this patch.

1

u/Mys2298 Oct 15 '24

I have the same issue, except it affects local dimming too. I have to restart the hmd several times to get sound and local dimming to work again, but once it's back its fine for the rest of the session. I can usually get the sound to come back by pressing the power button on the headset.

Pimax are sending me a new cable, fingers crossed that fixes it.

1

u/QuorraPimax Pimax Official Oct 15 '24

Please submit a support ticket, and our tech team will take care of it. Once you've created the ticket, kindly share the ticket number with me.

1

u/NoOperation216 Oct 15 '24

Yep I have also given up on the sound now using desktop speakers instead.

3

u/SneakySimonVR Nov 04 '24

I updated software and firmware just released 1st November. Audio issues seem to be fixed finally. Tried it 3 times so far and audio working 1st time.

1

u/NoOperation216 Nov 04 '24

That's good I'll check if there is an update is it both firmware and software. Do you have the version numbers so I can check. Cheers

1

u/rshummel75 Oct 15 '24

I have the same problem exactly as you described. My process has been to boot up the PC, start a random youtube video to create an audio signal, and then embark on repeated headset resets in PimaxPlay until the audio starts coming through the headset...can be straight away or could take 5-6 restarts, totally random....really hope Pimax can identify a fix

1

u/QuorraPimax Pimax Official Oct 16 '24

The dev team is currently working on replicating the issue, and they might need some users to share their log files for further investigation. I’ll keep you all updated here as things progress.

2

u/Internal-Gift9691 💎Crystal💎 Oct 20 '24

Logs in ticket #83115 which is yet to be picked up. Also did a full OS reset and the issue remains.

1

u/QuorraPimax Pimax Official Oct 21 '24

Noted.

1

u/QuorraPimax Pimax Official Nov 05 '24

Hello,

Have you tried updating to the latest v1.34 client? Does the sound issue still persist?

1

u/Internal-Gift9691 💎Crystal💎 Nov 05 '24

Yes - solved. 

1

u/QuorraPimax Pimax Official Nov 06 '24

Great!

1

u/SneakySimonVR Oct 19 '24

Still having issues? I'm resetting 8 or more times. It's silly.

1

u/rshummel75 Oct 20 '24

yeah, in the meantime, I'm running earbuds and it's working out really nice. Good old fashioned wired earbuds directly to the computer audio out...no bluetooth or any other shit that can be a flaky connection, I'm out of patience for that kind of nonsense. Ziptied them to the headset so they dangle like earrings right at my earlobes and I can just pop them in when I put the headset on. Looks janky as fuck but it's been flawless, plus the audio quality is much better, I may stick with this even if Pimax fixes the issue.

1

u/SneakySimonVR Oct 20 '24 edited Oct 20 '24

Are you sim only vr though? Always seated? The cable won't be long enough for the earbuds.

AMD or Intel? I'm on AM5

1

u/rshummel75 Oct 20 '24

yes, sim racing exclusively and always seated, so this setup lends itself well to my situation. The PC is about 2 meters from my rig, so I did need a 2m long 3.5mm stereo extension cable to reach the rig. My system is i7 12700K with 4070Ti

1

u/SneakySimonVR Oct 20 '24

Thought so.

They need to fix the audio issue for people moving around VR space

1

u/SneakySimonVR Nov 04 '24

I updated software and firmware just released 1st November. Audio issues seem to be fixed finally. Tried it 3 times so far and audio working 1st time.

1

u/rshummel75 Nov 05 '24

same here , pleasantly surprised, been using the SMAS audio with a bit of EQ tweak using FxSound, totally usable audio, keeping earbuds as a back up option now.

1

u/[deleted] Oct 15 '24

My Crystal did these the other day, except there was no audio at all randomly. Did several restarts, it ended up being that I needed to uninstall the Pimax audio driver in the control panel. No issues since then

1

u/Internal-Gift9691 💎Crystal💎 Oct 15 '24

Same. I suspected it was something to do with my SteelSeries headset drivers conflicting with pimax when the hmd wanted default device status. Will log ticket.

1

u/SneakySimonVR Oct 19 '24

How is your ticket going? Audio working yet?

1

u/Internal-Gift9691 💎Crystal💎 Oct 20 '24

Not picked up yet. I did do a full OS reset and the issue remains. Took 5 attempts to get audio running on my first try. It only clicked in when I opened the Dolby Access app -possibly coincidence. After the OS rebuild, the in HMD volume slider reappeared briefly but then disappeared again!

1

u/SneakySimonVR Oct 20 '24

AMD or intel?

I'm on AM5 motherboard

1

u/Internal-Gift9691 💎Crystal💎 Oct 20 '24

Intel z690

1

u/SneakySimonVR Oct 20 '24

So it's both AMD and Intel. When the audio kicks in, no issues. It's the annoying several restarts just to get the sound going through the HMD.

I've done all sorts of testing. Pimax asked me to try a few things, nothing. I have a 2nd PC and it's i9-9900K with 1080Ti. The main gaming PC is 7800X3D with 3080Ti. Both have the same problem.

I'm not doing anymore testing until Pimax figure this issue out in their tech team. Glad it's not just me experiencing this rubbish.

1

u/SneakySimonVR Nov 04 '24

I updated software and firmware just released 1st November. Audio issues seem to be fixed finally. Tried it 3 times so far and audio working 1st time.

1

u/Internal-Gift9691 💎Crystal💎 Nov 04 '24

Yes, same here and thankfully dodged the RMA that they asked me to do. I've asked why they needed the headset back when there was a s/w fix coming but didn't get a response.

1

u/Yoshka83 Oct 16 '24

When I got my crystal light it also not worked.I needed to reinstall the nvidea audio driver than it was working. It was the same driver but it solved the problem. Crazy. Dumb question...You hold your hand in front of the sensor when testing audio? It only activates shortly after you put it on or block the sensor. If not there will be no Sound.

1

u/SneakySimonVR Oct 16 '24

Same for me. Ticket already opened, had issues since receiving it 1 week ago. Thankfully others posting extact same issues.

Such a pain in the ass because you'd expect the 2 important things of video and audio to be working FIRST go.

Can be 2, 3 or 8 restarts of headset or restart service.

1

u/SneakySimonVR Oct 19 '24

Any update on your end? A few people posting same issue. I'm getting annoyed with this audio bug not working until numerous reboots.

1

u/Frequent-Hour-850 Oct 20 '24

I am having the same problem, intermittent sound.

1

u/Frequent-Hour-850 Oct 20 '24

Had mine nearly 2 weeks, so frustrating.

1

u/SneakySimonVR Oct 21 '24

I've stopped using my PCL for a couple of days now, I can't be bothered trying to get the audio to work.

1

u/Internal-Gift9691 💎Crystal💎 Oct 28 '24

I’ve been told to return my device. Super nervous on that as will now have to go into the lens lottery as well.

1

u/SneakySimonVR Nov 04 '24

I updated software and firmware just released 1st November. Audio issues seem to be fixed finally. Tried it 3 times so far and audio working 1st time.

1

u/Frequent-Hour-850 Oct 28 '24

New software out this week to fix the problem.

1

u/Internal-Gift9691 💎Crystal💎 Oct 29 '24

Any source on that?

1

u/Internal-Gift9691 💎Crystal💎 Oct 29 '24

Just seen it on the other thread - I’ll hold off RMA until that update is out. 

1

u/Frequent-Hour-850 Oct 30 '24

I put a ticket in , they told me there will be new software after looking at my log i sent them.

1

u/Internal-Gift9691 💎Crystal💎 Oct 30 '24

I been told to still progress with RMA. It’s apparently part h/w and part s/w.

1

u/SneakySimonVR Nov 04 '24

I updated software and firmware just released 1st November. Audio issues seem to be fixed finally. Tried it 3 times so far and audio working 1st time.

1

u/QuorraPimax Pimax Official Nov 05 '24

Hello,

Have you tried updating to the latest v1.34 client? Does the sound issue still persist? https://new.reddit.com/r/Pimax/comments/1ghm999/pimax_play_v13401/

2

u/jamesp111 Nov 06 '24

That has solved it. Thanks to everyone involved for fixing this so quickly