I think my hardware is broken

Headset is not turning on?

1. Reseating the cables  (make sure if you are using the 6m cable, that you are also plugging in the auxiliary power to a power source)
2. Try a different cable
3. Try a different system

Windows Mixed Reality Portal should open when you plug in the headset.  If it does not automatically open, search for Mixed Reality Portal in the Windows Search Bar.  If you do not have Mixed Reality Portal on your system make sure to download it for free from the Windows Store.

Check if you need any Windows Updates, you will need  Windows 10 1809 build or higher

If of all these things are still causing an issue, please reach out to hp.com/support for hardware replacements.  Unfortunately, we cannot complete any hardware replacement on the software developer's portal or software support pages.

Headset is turning on, but not getting any Omnicept data?

1.  Run Sensor Diagnostics.  

1a. If Sensor Diagnostics fails, check if the Omnicept Runtime process is running.   Check in Task Manager: Processes   If it not running, restart the HP Omnicept Service 

2a.  If Omnicept Runtime is running and Sensor Diagnostics fails:

Check that you have allowed the app to run via the Omnicept Tray app (Omnicept Runtime 1.12 and later) and that the sensors are turned on

Check that your registry entries for the sensors UserPermissionGranted is set to True:

If of all these things are still causing an issue, reach out to us via a ticket here on Zendesk and attach your omnicept.log in C:\Program Data\HP\HP Omnicept  (you will need to be viewing hidden folders)

1b.  If Sensor Diagnostic succeeds, move on to the next step

2b.  Run Omnicept Console and check if you can get output data like for eye gaze.  

3b   If you are able to get console sensor data and your display is working and your issues may be from licensing in your application.  

You can see if there is a licensing error in the omnicept.log located in C:\Program Data\HP\HP Omnicept

4b If there is no licensing error - please reach out to the community or create a ticket on hpomnicept.zendesk.com