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FAQ and Troubleshooting

This section includes additional tips and frequently asked questions about setting up and using your headset.

For questions related to ordering and logistics, please see the Ordering and deliveries section. For information on Varjo's current operational status amid Covid-19, see Covid 19: Operational update.

 

If you can’t find an answer to your question, you can send an inquiry to Varjo Support. If you want to report a bug, please reach out to developers@varjo.com. Thank you!

 

Connecting the headset

Can I use adapters for connecting Varjo headset to my computer?

Only use cables and Varjo-supplied adapters to connect the headset to your computer. We cannot guarantee full functionality when using other adapters.

 

I connected the headset using an external dock between my headset and Windows computer for extra ports. I cannot see the image on my headset display.

Only use Varjo-supplied cables and adapters when connecting the headset. External docks may cause compatibility issues.

See System requirements for more detailed hardware requirements.

Some desktop motherboards route USB connections through an internal hub, which places USB devices too far in the USB chain. We recommended you connect to a port on the back of the computer as these are likely connected to the USB root.

 

I shut down my computer, but the headset does not turn off.

XR-3 and VR-3

The headset is powered by the power supply units. While the power supply units are plugged into a wall socket, the headset remains powered on even if you turn off your computer.

If the headset is not used for a longer period of time, we recommended you unplug the power supply units from their wall sockets and disconnect the headset from the headset adapters. This will turn off the headset.

 

XR-1 Developer Edition, VR-2 Pro, VR-2, and VR-1

The headset is powered by the Link Box power supply. While plugged into a wall socket, the headset remains powered on even if you turn off your computer.

When the headset is not used for a longer period of time, we recommend you unplug the Link Box from the wall socket and disconnect the headset’s blue optical cable from the Link Box. This will turn off the headset.

 

Setting up the headset

Can I use my Varjo headset without an internet connection?

Yes. Depending on your headset model, you may need a suitable Varjo Subscription and tracking method to do so.

 

XR-3 and VR-3

You will need a valid Varjo Subscription for XR-3 and VR-3. To use your headset without an internet connection, you can purchase an offline license. Read more about Varjo Subscriptions.

Additionally, choose a tracking method for offline use:

  1. SteamVR™ Tracking requires an internet connection by default. To use your headset offline, you can install SteamVR for Enterprise / Government.
  2. Varjo inside-out tracking (Beta) is available for XR-3 and can be used without an internet connection.
  3. Third-party tracking methods: Please contact your tracking technology provider for more details.

 

XR-1 Developer Edition, VR-2 Pro, VR-2, and VR-1

XR-1 Developer Edition, VR-2 Pro, VR-2, and VR-1 do not require a subscription.

Choose a tracking method for offline use:

  1. SteamVR™ Tracking requires an internet connection by default. To use your headset offline, you can install SteamVR for Enterprise / Government.
  2. Third-party tracking methods: Please contact your tracking technology provider for more details.

 

I have finished the setup steps but can’t get my VR application to show up on the headset. Instead, I can see my Windows desktop extended on the headset displays.

Make sure that you have installed the latest NVIDIA graphics card drivers. Check System requirements for supported driver versions.

AMD graphics cards are not currently supported by Varjo headsets.

 

The headset doesn’t work after a Windows or graphics driver update.

We recommend you update to or reinstall the latest version of Varjo Base or your NVIDIA GPU drivers.

Check System requirements for information on supported software versions.

 

I am having trouble getting the setup to work on a Windows 10, N version.

Windows N versions do not include all the necessary media framework libraries. Install the latest Windows Media Feature Pack and run setup again.

 

Starting an application

Headset does not render the image, when I start application as an administrator.

This issue was resolved in Varjo Base 2.3. Please update to latest version of Varjo Base for best results. If you still want to continue using an older version of Varjo Base, follow these instructions.

When you run an application as administrator, Varjo Base cannot communicate with it correctly. You can change this as follows:

  1. On your Windows computer, create a new file using a text editor such as Notepad.
  2. Add the following line to the file:
    VarjoCompositor.start_as_admin=true
  3. Save the file as varjoprocess.cfg in the %ProgramData%Varjovarjo-process directory.
  4. Start the Services application via the Windows Start menu. You can simply open the Start menu, type in “services”, and select the first search result to open the application.
  5. Locate the Varjo Process Server task in the list of services.
  6. Right-click on the task and select Restart.

You can now run your application as administrator and use it normally.

The configuration change is persistent and will remain in place when you update Varjo Base. To revert the change, delete the varjoprocess.cfg file or remove the added line from the file.

We recommend that you only perform this change if your appication specifically requires administrator privileges. It is best to avoid running background processes as administrator.

 

My VR application doesn’t start.

There can be a few reasons why an application will not start.

 

Starting an application for the first time on a Varjo headset

If your application was created for another VR headset, you will need to port the application to work with Varjo headsets. Visit our Developer Portal for more detailed information.

 

Starting an application that has previously worked on a Varjo headset

If you have trouble starting a VR application or the image doesn’t appear in full screen inside the headset, try the following:

  1. Close all running VR applications.
  2. Unplug the headset and wait for a few seconds. Then reconnect the cables.
  3. In Varjo Base, navigate to the Support tab and select Restart Varjo System. Alternatively, right-click on the Varjo Base icon in the Windows taskbar and select Restart.
    • If Varjo Base does not reappear in the Windows taskbar, open Varjo Base manually from the Start menu.
  4. Wait 30 seconds.
  5. Start your VR application again.

 

My OpenVR or OpenXR application doesn’t work with my Varjo headset.

Varjo headsets are compatible with OpenVR and OpenXR. By default, both the OpenVR and OpenXR runtimes are enabled for use with Varjo headsets.

In some situations you may need to enable the runtimes manually (e.g., if you have previously used another OpenVR- or OpenXR-compatible headset on your computer). To enable the runtimes, navigate to the System tab and choose Enable OpenVR or Enable OpenXR.

OpenVR applications also require that you use SteamVR™ Tracking for your headset.

 

Displays and image quality

Headset performance is lower than expected when using VR/XR applications.

Rendering the headset view in several windows simultaneously may affect performance.

We recommend that you use the Analytics window in Varjo Base as the primary mirroring window and minimize all other windows. Navigate to the Tools menu and open the Analytics window, then minimize the Varjo Base main window.

If your application opens a mirror window in Windows while you are running Varjo Base simultaneously, we recommend the following:

  1. Keep only one mirror window open in the foreground on your Windows computer, and
  2. Minimize all other unnecessary windows.

 

My application appears in lower resolution than expected.

If your application supports both Varjo Native and OpenVR or OpenXR, it may be running in OpenVR or OpenXR mode. Varjo Base will show either (OpenVR) or (OpenXR) in the title bar of the headset view to indicate this.

Applications running in OpenVR or OpenXR mode will not use the full capabilities of the Bionic Display™ in your headset, and your application may therefore appear in lower resolution.

To make sure than your application is run in Varjo Native mode, navigate to the System tab in Varjo Base and disable OpenVR and OpenXR. Then restart the application. Note that you may need to enable OpenVR and OpenXR again for other applications.

 

XR-3 and VR-3

When upgrading from an older headset model, your existing applications will automatically start in limited resolution until they are updated for XR-3 and VR-3. Until then, these applications will not use the full resolution of your headset.

Read more about limited resolution.

 

My OpenVR application doesn’t run smoothly.

The Bionic Display™ in Varjo headsets features a pixel density much higher than in other headsets. Full resolution in SteamVR for Varjo headsets is 4096 x 4096 pixels per eye, which can be too demanding for some graphics cards.

If you experience performance issues when running an OpenVR application, you can lower its resolution in the SteamVR settings. Lowering the resolution will improve performance at the cost of image quality.

You can adjust the default resolution used for all applications as follows:

  1. In the SteamVR application, open Menu > Settings.
  2. In the SteamVR Settings window, navigate to Video > Render resolution > Custom.
  3. Adjust Resolution per eye as needed.
  4. Restart your application to apply the new resolution.

You can also create application-specific exceptions to the default resolution:

  1. In the SteamVR application, navigate to Menu > Settings.
  2. In the SteamVR Settings window, navigate to Video > Per-application video settings.
  3. Select your application from the drop-down list.
  4. Adjust the Custom resolution multiplier.
  5. Restart your application to apply the new application-specific resolution.

 

One or more of the headset displays are off or they show a corrupted image.

We recommend you try the following to solve this issue:

  1. Reset the headset: Press and hold both headset buttons until the LED light blinks once. Wait until the headset has restarted, then check that image inside the headset is displayed correctly.
  2. Unplug the headset from its power source(s) and restart your computer. After your computer has restarted, reconnect the headset. Wait until the headset has restarted, then check that the image inside the headset is displayed correctly.
  3. Ensure that your NVIDIA GPU driver is up to date. Check System requirements for supported versions.

 

The screen flickers, or the image does not update smoothly on the headset displays.

Flickering or screen tearing can occur if your computer’s performance cannot keep up with your application. Check the System requirements for Varjo headsets.

See our Developer Portal for information on how to improve the performance of your application.

 

The border between the focus and the peripheral areas doesn’t look smooth.

This problem can occur if the headset is not correctly positioned on your head, or if the lens distance has not been adjusted to correctly match your eyes.

Make sure you follow the instructions to position your headset correctly and adjust the headset lenses.

 

XR-1 Developer Edition, VR-2 Pro, VR-2, and VR-1

You can choose how the border between the focus and peripheral areas appears using the Display blending feature in Varjo Base. We recommend you try out the setting for Smooth: Seamless transition.

 

Mixed reality

I would like to know more about Varjo Markers and Chroma key.

You can read about using Varjo Markers and Chroma key under Get to know your headset.

More detailed technical information can be found on our Developer Portal. Refer to the sections on Varjo Markers and Chroma key.

 

I connected XR-1 Developer Edition to my computer, but the mixed reality cameras don’t show any image.

There can be a few reasons why this is happening. Try the following to solve the issue:

  1. Unplug and reconnect the Link Box power cable.
  2. Make sure that the XR camera cable is connected to a Thunderbolt™ 3 port with a lightning symbol.
  3. Make sure that the XR camera cable is connected to a Thunderbolt™ 3 port on the motherboard. If your computer has a Thunderbolt™ expansion card, you can also use a port on that card.
  4. If your computer has more than one Thunderbolt™ 3 port, try using one of the other ports.
  5. Download and install the latest Thunderbolt driver for your motherboard. See System requirements for download links.
  6. Make sure to approve the Thunderbolt™ device connection for the headset on your computer. See Connecting XR-1 Developer Edition for more detailed instructions.
  7. Check the Thunderbolt settings in your computer’s BIOS. Consult your motherboard manufacturer for more detailed instructions on how to access the BIOS settings.
  8. If the issue persists, you may need to update your computer’s BIOS to the latest version. Consult your motherboard manufacturer for instructions on how to update the BIOS.

 

Using positional tracking

The headset image does not update when I move.

This issue occurs when headset tracking has been lost. Depending on the tracking method you use, follow the instructions below to resume tracking.

 

SteamVR™ Tracking

You can confirm the tracking status of your base stations in the status area in Varjo Base.

To resume tracking, try slowly waving the headset towards the base stations. Be sure not to cover the SteamVR™ tracking elements behind the front plate and on both sides of the headset with your hands.

Also make sure that the base stations are pointing towards the headset in all positions, also when you move around in the room. The minimum recommended distance between the base stations and the headset is 1.5 meters (5 ft). Reflective surfaces may also interfere with tracking. If possible, cover all reflective surfaces in the base stations’ field of view.

Read more about how to prepare your environment for use with the headset.

 

Varjo inside-out tracking (Beta)

We recommend that you recalibrate Varjo inside-out tracking (Beta) to solve this issue.

Make sure that your room has enough detectable features for the tracking system to follow. Read more about how to prepare your environment and how to use a Varjo reference marker to improve tracking accuracy.

To recalibrate Varjo inside-out tracking (Beta), navigate to the System tab in Varjo Base and start Varjo inside-out tracking (Beta) calibration.

 

How can I reset my position in VR?

The origin point, forward direction, and floor level of your application are defined when you set up tracking for your headset. To quickly adjust your tracking setup in Varjo Base, follow the instructions for your tracking method below.

 

SteamVR™ Tracking

You can use the Override origin and direction feature in Varjo Base to temporarily adjust your room setup.

Note that this feature is only a temporary fix. We recommended you perform a new room setup in SteamVR if you encounter tracking-related issues. To launch room setup from Varjo Base, navigate to the System tab and select SteamVR room setup.

 

Varjo inside-out tracking (Beta)

You can use the Forward direction and origin feature in Varjo Base to reset the forward direction, origin point, and floor level of your tracking environment.

 

Using eye tracking

I can’t get the eye tracking calibration to start.

For eye tracking to work accurately, your headset needs to be correctly positioned on your head and in front of your eyes. See detailed instructions for positioning the headset and using eye tracking.

Eye tracking calibration always fails.

Eye tracking on Varjo headsets is designed to work with most single-vision eyeglasses. However, the technology is not guaranteed to work with all medical devices or eye conditions. Frequent blinking may also affect eye tracking calibration.

Read more about using eye tracking.

 

Using hand tracking

How do I enable hand tracking for my VR-2 Pro headset?

The Varjo VR-2 Pro headset features Ultraleap’s hand tracking, which requires additional software to function.

To enable hand tracking in your apps, download Ultraleap SDK for Varjo VR-2 Pro.

Read more about hand tracking on our Developer Portal.

 

My hand tracking is not working.

XR-3 and VR-3

Hand tracking is enabled by default for XR-3 and VR-3. To see if hand tracking is currently enabled, navigate to the Headset tab in Varjo Base and check the setting for Hand tracking.

Varjo Base will display a detailed error message if hand tracking is not working.

 

 

VR-2 Pro

When hand tracking is enabled, the Control Panel for Ultraleap’s hand tracking will display an icon in the notification area of the Windows taskbar. The icon changes color to reflect your tracking status as follows:

Hand tracking is working normally.
Hand tracking is not working. Try powering your headset off and back on again.
The tracking sensors are obstructed. Wipe off any smudges on the front of your headset.
Tracking is suspended because of low sampling rate. The most typical cause is USB bandwidth congestion. Try connecting your headset to a different USB port, or removing other USB devices.
The tracking frame rate is low, and the Avoid Poor Performance option is turned off in Leap Motion Control Panel. Tracking will continue, but less reliably.
An update is available. Open Leap Motion Control Panel to install the update.

You can access further settings by clicking on the Control Panel icon.

 

Using controllers

My controllers are not working.

If you use SteamVR™ Tracking for your Varjo headset, you can also use SteamVR™-compatible controllers. Note that SteamVR™-compatible controllers will not work with other tracking methods.

Controllers can be paired with your headset using the SteamVR application. If you have previously paired your controllers with another headset, you will need to pair them again with your Varjo headset. To launch the pairing process, navigate to the System tab in Varjo Base and select Pair SteamVR device.

 

The System button in my Vive controller does not work.

When using applications developed specifically for Varjo headsets, the System button on your Vive controller will not work. However, when using SteamVR (OpenVR) applications, the System button will function normally.

You can also open the Menu by using the headset buttons or in Varjo Base.

 

Using headphones and audio

What kind of headphones can I use with Varjo headsets?

Varjo headsets feature a standard 3.5mm AHJ (CTIA) audio connector.

 

XR-3 and VR-3

The headphone connector is located on the front left side of the headset. You can use headphones either with or without a built-in microphone.

 

XR-1 Developer Edition, VR-2 Pro, VR-2, and VR-1

The headphone connector is located between the face mask and the headset body, next to the right-side eye lens.

You can use headphones either with or without a built-in microphone. Please note that some headphone models with a built-in microphone, such as Apple headphones, may not work properly. This headphone model has been tested to function correctly.

 

Which audio format do Varjo headsets support?

2 channel 16-bit, 44.1kHz/48kHz sampling rate for playback and recording is supported.

I connected my headphones to my Varjo headset, but I cannot hear anything.

Your Windows computer may not be routing audio to your Varjo headset.

Make sure to select the correct audio output source from the sound settings on your Windows computer.

 

XR-3 and VR-3

Set your Windows computer to route audio to the headset:

  1. In the Start menu, open Settings.
  2. Select System > Sound.
  3. Under Choose your output device, select Headset (Varjo Headset Audio) in the drop-down menu.

You should now hear audio through the headphones connected to your headset.

 

XR-1 Developer Edition, VR-2 Pro, VR-2, and VR-1

Set your Windows computer to route audio to the headset:

  1. In the Start menu, open Settings.
  2. Select System > Sound.
  3. Under Choose your output device, select USB Audio Device in the drop-down menu

You should now hear audio through the headphones connected to your headset.

 

Error messages

Varjo Base shows an error message.

Varjo Base can detect error situations and will display instructions to solve the issue.

If the issue persists, please contact Varjo Support. Remember to include any error messages displayed in Varjo Base.

For developer-related questions, see our Developer Portal.

 

The SteamVR status window shows an error message.

SteamVR may display error messages when running SteamVR applications. Please follow the instructions displayed in the SteamVR app. Restarting the SteamVR app may also solve the issue.

Otherwise you can ignore the error messages displayed in SteamVR.

For issues related to your headset or other Varjo-specific errors, always refer to the instructions and messages displayed in Varjo Base.

 

Miscellaneous

The headset gets warm during use.

It is normal for the headset to feel warm to the touch while in use.

If your headset feels uncomfortably warm, unplug the headset and let it cool down on a flat surface with the vents on top of the headset facing up.

 

The headset shuts down automatically.

Your headset will shut down automatically if it reaches its internal temperature limit. This can occur due to high ambient temperature in your environment.

Please unplug the headset and allow it to cool down for 15 minutes.

 

How do I find out the model and serial number of my headset?

If you have already set up your headset, Varjo Base will display the headset model in the top-left corner. You can also find the headset model and serial number in the Support tab under Current version.


XR-3 and VR-3
The model name and serial number of your headset are printed on a type label located on the back support of the headband.


XR-1 Developer Edition, VR-2 Pro, VR-2, and VR-1
The serial number of your headset is printed on a type label located underneath the mask. See the instructions to remove the mask.