Crystal not detected by Pimax Client software

We are really sorry for it.

Could you submit a ticket for your issue?Our technical support will help you to resolve it as soon as possible.

https://support.pimax.com/en/support/tickets/new

Thank you for support.

Pimax VR

did you use the power box setup ? i could not get it to detect  it either and then tried just hook up usb  cable direct to computer and it worked / make sure headset turned on when try  / hope this works for you also make sure controllers on too

I did submit a ticket, and you guys got me to send a log file to your dev team, which I never heard about.

I found the solution myself, however. You can have no more than two other monitors connected to your video card in addition to the Crystal. I unplugged one monitor, and it worked.

This would be worth mentionning in your instructions….

I have to do two things. Turn off integrated graphics in my bios, and then connect only one monitor using a DP cable.  Then Pimax 8kx is detected. I have an Asus tuf z590 and have an old hdmi monitor, I borrowed a new display port monitor for a dual monitor setup and stumbled across this process!  

After my pimax was detected this way, I could then use pimax with my old HDMI monitor! 

Hi Pimax, 

I have the same problem with my new Crystal. If I press the powerbutton for about 10 second, the Pimax logo shows on the screen, then a with screen, then three dots, but after 2 seconds that stops and nothing happens. Alsno not after waiting for 10 minutes. I have installed the USB hub with an adapter, nothing happens. Sometimes I see a green light next to the power button and a blue light on the battery strap.

I have a Ryzen 7 7800x3D, 32gb, Asus Rog Strix x670E-I motherboard and Geforce rtx4090.

Installed the software for the PC, but Pimax Play does not recognize the headset.

Please help.

Discovered the hard way if you have more than two monitors plugged in to your video card you will be unable to connect to the crystal disabling monitors doesn’t seem to work turning them off doesn’t work literally have to pull the plug out of the card. Fingered this out after spending money on display port booster a common fix for being unable to get a display port connection.

Using the ‘Guidance’ button on the pimax Software will graphically show you what’s not connecting usb or video port was helpful for getting my Crystal running.

The cable you received is the fiber optic cable better than the three wire one.

Good luck it’s a headset for enthusiasts known to be a pain in the **** you got to enjoy the fight to make the thing run. I have mine running and playing Elite Dangerous the video and audio quality is stunning.

I have it not being recognised sometimes and taking the USB’s out and back in, or one of them at least, always fixes it.  The crazy thing with the USB Hub I received is that it is NOT CLEAR as to which side of the unit the 2 x USB’s need to be plugged into, its certainly a different unit to that shown on the videos and the Pimax Play client.   When the HMD is up and working though, the clarity is sensational, and thats with just 35PPD.   I am wetting myself with excitement about the pending 42PPD lenses…….

I will soon be drenched.

EDIT – Just to state sometimes its my DisplayPort cable on the 4090 card that needs to be taken out and back in again, that sometimes gets it to fire up nicely.

@ron-marreegmail-com

I have exactly the same system. AMD 3800x3d, 4090 and ASUS ROG STRIX X670E-F.

Exactly the same error pattern. Support always writes the same thing and seems completely uninterested. That's not much more than repeating the same thing over and over again, which is already in the instructions or help.

Been working on it for 2 weeks now. It's just cheeky to even sell something like that. We are paying beta testers here, nothing more.

There won't be a solution, so I'm sending mine back.

I think I was able to solve the problem for myself. I contacted support several times, but I couldn’t get any help. Really terrible service from Pimax.

Since the Crystal did connect every now and then, especially after restarting the computer, I suspected the USB hub was the trigger. Therefore I ordered another hub.

And since I connected it I haven’t had any problems. It’s a little early to say exactly, but it looks very good so far.

I have this one: https://www.amazon.de/dp/B09YH99YY2?psc=1&ref=ppx_yo2ov_dt_b_product_details

just received my Crystal and it would not be recognised via powered usb hub. took the hub out and it immediately worked!! perhaps another hub would fix the problem.

Pimax support,

 further to the above post.

After a couple of hours of awesome graphics the pimax client and my PC wont recognise the headset at all!

 I have tried several different usb ports and DPs and still no joy.

 I have submitted a new ticket and wait for a response.

 Pimax Support… Are you listening?

   This morning I once again tried to have my HDM recognised. I uninstalled then reinstalled the latest version of pimax software and still no joy. I then plugged the USB C cable directly to the headset and a message referring to diagnostics and I had a working HDM!!

  The image quality is spectacular when it works. I then shut down the PC and an hour later tried another test only to have the recognition fail once more. Very frustrating!! I believe that the cable is faulty as the larger usb is acknowledged when plugged in but the smaller is not.

  I have submitted a fault ticket but have heard nothing as yet. I would appreciate it if someone would contact me and arrange shipment of a new cable or replacement HMD ASAP                     

Hi Kaos,

How about try this troubleshooting steps, would you?

• The USBs of the Crystal should be connected to the HUB first before the HUB receives power from the AC adapter.
• The Crystal was still powered on when connecting the PCVR cable as can be seen by the active LED indicator. You may remove the battery and re-insert it to ensure that the Crystal remains powered off.

Please unplug all cables, ensure the Crystal is completely powered off, and connect it in this specific order:
1) The two USB cables into the HUB
2) The AC adapter into the HUB and the wall plug
3) The HUB USB into your PC USB port
4) The DP cable into your GPU
5) You may now power on the Crystal
6) Launch the Client

If the client still does not manage to connect to the headset, please click on the ‘i‘ button next to ‘Disconnect‘ and provide me the error code.
Go into ‘Device settings‘ and under ‘General‘, open the ‘start diagnosis” and take a screenshot of the diagnosis menu.