Synthesis VR Proxy – Troubleshooting
How to troubleshoot the SynthesisVR Proxy? 1) Access the “Run” prompt by press the Windows key + R 2) Type: services.msc 3) Scroll down the list until you find SynthesisVR – Proxy 4) If the service is not running, click on the “Start” option on the left side (or the Restart button). You should see the following popup:When the popup disappears, the service status should be changed to “Running”. 5) If the status remains empty (meaning – not running) or you don’t have permission to start the service, you could simply restart the computer. By default, SynthesisVRMainService is configured to start automatically along with Windows. 6) If SynthesisVR – Proxy still isn’t starting, please reach to us at info@synthesisvr.com
QuarkXR – Troubleshooting Guide
QuarkXR consists of two parts – Server and Client. The Server is installed on your Windows PC and adds a special driver. The Client is what’s installed on your Android-based HMD (Quest/Pico/Focus 3). There are a couple of things that could go wrong in the setup. If you have trouble pairing an HMD with a PC station, this guide is for you. 1. Make sure SteamVR is up and running. Right after restarting SteamVR, it should be stating “Headset Not Detected”. If you are seeing an attached HMD – get it physically disconnected and close all other streaming software and apps 2. Make sure the QuarkXR driver is installed: If “CloudXRRemoteHMD” is blocked – you have to unblock it and restart SteamVR. If “CloudXRRemoteHMD” is not on the list at all: 3. Make sure the Android HMD has a green dot under the “Your Arcade” page. If that’s not the case: If neither is the case, plug the HMD to a PC running MobileFuel. Under MobileFuel 4. If you suffer from constant QuarkXR disconnects, please check your HMD is connected to a 5Ghz WiFi network. If the HMD is connected on 2.4Ghz, this could very likely cause frequent drops with just 2 or 3 connected HMDs. If your 5Ghz and 2.4Ghz networks have the same SSID name, the Quest tends to randomly switch between them. A good practice is to name the SSIDs differently and let the Quest keep connected only to the 5Ghz network. Please let me know if that is applicable to your setup.
SynthesisVR Log
For troubleshooting purposes and support related issues SynthesisVR log files provide a necessary insight on what could be the issue or for support team to better decipher a certain problem or track an activity. In cases like this knowing how to access to log file and sending it over to support is very important. To access log file – On your right bottom taskbar you will find a SynthesisVR icon as shown below: Clicking on the Load 1000 Lines to bring up the most recent entries. You can then copy all the text into a text file and send that or just paste it into an email for support.
Making Sure Time Is In Sync
To make sure your arcade is operating effeciently, all stations and server/proxy pc (if you use a separate PC for the server/proxy) should have the same, and ideally correct, time. We recommend using the app NetTime. To download, head over here:http://www.timesynctool.com/And download the latest stable version (3.14 at the time of this writing)Install should be straightforward. Once you click on finish, NetTime will run and be placed into the Task Tray. You can check by clicking on the Task Tray arrow and you will see it running. Right click on the NetTime icon and click on Update Now. A confirmation will pop up, you can then click on OK and it should now keep that station at the correct time. You will need to be sure to restart your SynthesisVR and SynthesisVR Server/Proxy on the PC you just added and do a refresh from the Access Point app.
A game stay on "Installing" in Steam, but nothing happens
If you just licensed a game, but it stays on “Installing” inside Steam, you are experiencing an issue that started with the Steam’s update to their new interface. To sort it out: Go to Steam – Settings Go to “Web Browser” menu and click the Cache and Cookies: Go to Downloads – Click the CLEAR DOWNLOAD CACHE button You will be logged out of steam. Please login and try to download and install the game. This also fixes various issues with steam like games not showing up properly, games not loading etc.
Synthesis VR Updater Not Working
Synthesis VR Updater Not Working Symptoms: You have downloaded the Synthesis VR Updater program via the content event button and attempting to update the stations as described in this guide , but the update does not succeed. Before proceeding please restart your pc. If the issue persists continue to diagnose. Diagnose: Navigate to C:\SynthesisVR Exclusive Content\4301\ on the station, and see if there is the updater executable file in there. If it is go ahead and click on it, the updater should run and update your version. If the update is successful when launching locally but not from the web portal, please email info@synthesisvr.com describing this issue. Please also include the last 30 lines after the failed update attempt of the synthesis vr log found by right-clicking the synthesis logo in the system tray. If the files are like the one below with no executable then the SynthesisVR Updater tool is falsely being detected as a virus by Microsoft Defender. As a result, Windows Defender wrongly put the updater executable under quarantine. We brought the case up to Microsoft and, after an additional verification, they excluded SynthesisVR Updater from their virus definitions. Solution: Update Windows defender new whitelist from Microsoft which includes the updater tool. Open command prompt as administrator (search cmd in windows, right-click and select run as administrator). Paste these commands without the quotes “cd c:\Program Files\Windows Defender” (in the command prompt you can paste by just right-clicking) press enter. Then paste the command “MpCmdRun.exe -removedefinitions -dynamicsignatures” press enter. Then paste the command “MpCmdRun.exe -SignatureUpdate” press enter. Next… Unquaritne the SynthesisVR Updater tool. Open Windows Security. Click Virus & threat protection and then click Threat History. Under Quarantined threats, click See full history. Click SynthesisVR Updater file, then click Restore. You will now have the updater tool executable in the 4301 folder which can be run locally to update or from the web portal. If this does not resolve the issue please contact Info@synthesisvr.com
New Station or Hardware Changes
First Time Installation 1) Use the latest SynthesisVR Installer from svr.li/dl2) Go into your SynthesisVR web administration account and navigate to “Administration >> Arcade Setup >> VR Stations” 3) You will see the PC listed in there with the actual name of your computer.4) Go to the “SynthesisVR Subscriptions” from the image above and Subscribe your newly installed station to the trial or paid plan. Hardware Changes resulting in SynthesisVR not starting properly Make sure SynthesisVR is not running on the VR Station (by stopping the SynthesisVR Windows Service) and go to your VR Stations section (as illustrated on the image from the top of this guide).1) Click on “Edit” 2) Fill the required fields and put the correct MAC address Note: Any : or – characters in the MAC address will be automatically removed upon Save3) Open a Windows file explorer and go to the following directory:%localappdata%\SynthesisVR\app4) Delete the svr3.3 file 5) Start the SynthesisVR service
SteamVR Audio Issues
We have got multiple reports about disappearing audio upon a game launch or at other occasions. If you are experiencing weird loss of audio, it may worth giving a try to the following guide. Set the SteamVR Audio settings to Default Setup your audio output through Windows Note: “Microphone (USB Audio Device) is the same “HTC Vive Microphone” device
Troubleshooting Voice Chat Services
1. “Initializing” Status The SynthesisVR-Voice app does not work when it’s run on the “VR Proxy” PC. Please install the proxy on a separate PC. 2. “Request Timeout” Status This message indicates the SynthesisVR-Voice app cannot reach the VR Proxy. What you are experiencing is a network issue and there could be multiple reasons behind this. Temporary networkoutage Disable the voice app, wait for a few seconds after exit and start it again SynthesisVR is integrated with the Firewall that comes with Windows. However, if you have a third-party firewall or antivirus program, you may need to add an exception. To do that, please consult the manual for that program. Your “VRProxy” PC is running on WiFi and your LANIP just got Restart the “SynthesisVR – Proxy” Windows service. If it is easier for you, you could simply restart the Under the SynthesisVR Web Administration, go to the “Administration” page and click on the PC name In the settings popup, verify that the “Server Mode Local IP Address” setting matches the LAN IP of the Server If it doesn’t match, you have to change it. If you have to perform such a change, then click on the “Refresh” button under your VR Stations and restart the Voice app (as described in 2.1) To find out your LAN IP (Local IP), please visit: https://www.whatismyip.com/ 3. Unable to hear or selecting the correct Mic input If your group is unable to hear you talking it could be because you have not selected the right input on the SynthesisVR Voice Chat service: Click the Voice icon on your taskbar and then click the Mic Icon Select the correct Mic input 4. Seeing weird characters and non-sense text inside the voice chat app on the VR stations The Voice Chat server built into the SynthesisVR Server Mode have a local SQLite database. As long as this database doesn’t keep any important data, it is still used to control the status of the “calls”. If the server is restarted or shut down at the same time when we are saving data in the local database, then that database file may got corrupt. To fix this issue, perform the following actions on your VR Server PC: Stop the “VR ServerMode” Delete the directory: C:\ProgramFiles\SynthesisVR\Operator\db Start the “VR ServerMode” Then, on the VR stations, stop and start the Voice Chat. It should connect properly.
Firewall and Network Information
Proxy: TCP 2010 – Video Streaming(optional) 5060 – VoIP(optional) 5066 – VoIP(optional) 8005 – SynthesisVR communication port(mandatory) 8088 – SynthesisVR communication port(mandatory) UDP 5060 – VoIP(optional) 8070 – Synthesis communication port (recommended) 8071 – Synthesis communication port (recommended) All ports above 10000 (VoIP Audio –optional) Access Point: TCP 5060 – VoIP(optional) 8006 – SynthesisVR communication port(mandatory) 8007 – SynthesisVR Leaderboard 8079 – SynthesisVR communication port(mandatory) 8080 – SynthesisVR communication port(mandatory) UDP 5060 – VoIP(optional) 8070 – SynthesisVR communication port(mandatory) 8071 – SynthesisVR communication port(mandatory) All ports above 10000 (VoIP Audio –optional)