Oculus Rift with a ASUS FX504GM EN150T Glitching

TechTastic · 11 Jan 2019 at 10:52

Hi,

Thank you for reading my message. A friend of mine recommended I post an issue I’m experiencing with the Oculus Rift with my ASUS laptop on this forum.

THE STORY:

I've purchased an Oculus Rift 09/01/2019 from Argos to run on my 7 week old ASUS FX504 EN150T laptop bought from AO. The laptop is sold as “VR Ready”.

https://ao.com/product/fx504gmen150t-asus-laptop-black-59693-251.aspx
Dedicated GeForce® GTX 1060 6GB graphics - VR ready
8th gen Intel® Core™ i7-8750H hexa core processor
8GB of DDR4 RAM delivers seamless multitasking
1TB hard drive with a 256GB SSD

Laptop on Overclockers website:
https://www.overclockers.co.uk/asus...7-8750h-8gb-ddr4-gaming-laptop-lt-25n-as.html

On the laptop I have 3 USB ports on this laptop, 2x USB 3.0 and 1x USB 2.0.

I have plugged the 2 sensors into the USB 3.0 and the headset into the USB 2.0 and HDMI

I have also tired using a USB 3.0 docking station where I have connected all sensors and the headset to USB 3.0, but as I’m experiencing identical issues further testing will be using the laptop USB ports only.

THE PROBLEM:

The sensor setup (guardian) works perfectly fine setting up the gaming boundary. The problems starts when I first enter the game menu. Initially I can see the touch controllers (my hands) and can move my head around without lagging, but within 30 seconds the picture starts to jerk and jump. I sometimes hear the windows sound for a device being plugged in. I sometimes receive a warning regarding the sensors. I’ve also seen 1 time a USB malfunction in windows.

If I exit the Oculus app or go through the sensor setup again all is fine, but I often have to restart the laptop, as the sound sometimes disappears on the Oculs headset. I've also had it where the sensors are no longer detectable and a restart of the laptop is needed. I've also had the laptop crash on me once (blue screen), which is something I've never seen since I bought the laptop on 23rd November 2018.

I would like to know what I need to do in order to get the Oculus working and stable. I've tried getting into a game quickly ”Robo Recall” and that also starts jumping and the game eventually crashes with me losing the sound every time (requiring a laptop restart). Menu or game the jerking / jumping is awful with the Oculus is unusable.

I would have to say the laptop has been stable since I purchased it and I've not had any issues with it until trying to use the Oculus, but I cannot rule out the issue with the laptop itself.

Installed on the laptop I have Microsoft Office 2010, Fusion 360 (CAD Software) and McAfee Total Protection (which I have switched off during testing).

Please can I ask that you supply me with a list of things I can do to diagnose the problems or adjust on the laptop, so I can have the Oculus running without fault?
I
have also sent the above to ASUS Support & Oculus Support and await a response.

Kindest regards,

James

TechTastic · 11 Jan 2019 at 12:02

Thank you for your suggestion. When checking and setting up devices the Oculus app had no issues with me running the headset on a USB 2.0 and came up with a green light showing a USB 2.0 connection. However, I will try your suggestion and report back later on this afternoon.

TechTastic · 11 Jan 2019 at 19:55

@RevBillyG - Unfortunately this made no difference.

I've also updated the chipset, Hotfix and the VGA driver for Nvidia version 25.21.14.1735 11/12/2018

Still exactly the same with no improvement.

TechTastic · 13 Jan 2019 at 00:42

Thank you so much for your reply @HummuH1 - I really appreciate the time you've taken to try to assist me with this issue. I'm willing to try anything.

I've installed the NVIDIA control panel and as the reddit post you sent above, the FX504GM EN150T im using has the HDMI shown in the same section as the 1060 graphics card, which is good news.

What I've done since my last message:

1) Installed the latest Oculus drivers.
2) Disabled all USB power saving.
3) Ran a repair Oculus Home
4) Set the preferred graphics processor in the Manage 3D settings of the NVIDIA control panel to "High performance NVIDIA processor"

Unfortunately I'm still experiencing the same issue. All sensors come up green and everything seems to work, I put on the headset go into the main menu, all looks good (I can move around) and then I enter the living room automatically, I see the fire burning and everything looks great. All is good for around 30 seconds, looks amazing and then I start to hear windows device disconnect, jumping and glitching then starts. I look at my sensors in Devices and they appear to have poor connection. I'll then lose the sound and then it continues to glitch.

I've gone into the BIOS, but unfortunately there's nothing in there regarding disabling of Optimus.

On the "VR Ready" bit, the manufacturers websites and all other sales outlets (excluding Overclocker) state the item is "VR Ready".

https://www.asus.com/Laptops/ASUS-TUF-Gaming-FX504/

"new gaming technologies, and breakthrough VR immersion wherever you game"

I could have easily purchased a desktop, but since ASUS have been working with Oculus since 2015 I would assume when they state VR, they mean at least the 2 main players in HTC & Oculus. As a customer I had no reason to question this especially with the laptop being in the recommended specification and stating VR ready. Even if you type "VR Ready" into Google by definition it mentions the Oculs LOL

I really hope I can get the Oculus working and any further help you can offer or guidance would be gratefully received.

I've had a reply from Oculus to send error logs, but nothing back so far from ASUS.

Kindest regards,

James

TechTastic · 13 Jan 2019 at 22:07

@HummuH1 Thnak you again for your reply.

Q: Have you disabled Optimus?
A: I cannot find Optimus or anything to turn off in the BIOS for the GPU or motherboard GPU. So no - I will hopefully get a chance to talk with ASUS tomorrow, as they haven't responded to the support message so far.

Q: Does the slowdown coincide with fans kicking in on the 1060?
A: I'm not sure about the fans as the units pretty loud once the Oculus app starts anyway, but the Oculus and sensors are all green 100%, I put on the headset and enter the menu with the grey squares all around - all good. Once the menu changes and I enter a living room with a fire, 30 seconds later is when everything starts to jerk / jump / glitch and then the Oculus becomes unusable...often the sound goes quiet and sometimes even screeches...I then need to restart the laptop.

Q: I assume the Laptop is mains powered during your tests and lying somewhere that's not going to cause heat issues?
A: It's in a large 17 feet room, with my desk in the corner...loads of room. Yes, the power has always been plugged in.

Q:The solution was to play around with which USB ports were used.
A: I've used every possible combination of port. I've also used my USB 3.0 docking station and tried various combinations...all with identical results.

Thank you for your advice, but it would appear I'm going to have to tackle ASUS support and if it cannot be resolved look to try and have my laptop refunded or replaced due to the "VR Ready" not being so.

Kindest regards,

James

TechTastic · 13 Jan 2019 at 22:50

@melmac - Thank you for you input.

In device manager I have the following listed under "Universal Serial Bus controllers":

Intel(R) USB 3.1 eXtensible Host Controller - 1.10 (Microsoft)
Microsoft Mouse and Keyboard Detection Driver (USB)
USB Composite Device
USB Root Hub (USB 3.0)

Kindest regards,

James

TechTastic · 13 Jan 2019 at 23:18

Hey @melmac

Q: did you try the rift with one sensor?
A: Didn't think that was possible. I'll certainly give that a go now though.

Q: How many 3.1 ports are on the laptop?
A There are 3 USB ports in total - 2 x USB 3.0 and 1 x USB 2.0

Q: When you say you tried a USB 3 docking station, is it a one you need a power adapter for? Or does it draw it's power from the USB port?
A: It's a "Plugable" docking station with its own 5V power. I connect the laptop to the docking station via one of the USB 3.0 ports when I've tried it.

https://www.amazon.co.uk/Plugable-UD-3900-Universal-Docking-Ethernet-Black/dp/B00GQ3685Q

Kindest regards,

James

TechTastic · 13 Jan 2019 at 23:24

I've just tried connecting 1 sensor...Oculus app knows the 2nd sensor is missing and won't let me continue.

TechTastic · 13 Jan 2019 at 23:34

Just went through the entire setup again...got to the menu after putting on the headset "Welcome to Oculus"...then all sensors disconnected including headset. Proves the unit is good enough to run the graphics and hardware, just something is happening to the USBs, power, HDMI...I'm not sure, but it's not good.

TechTastic · 13 Jan 2019 at 23:36

I've not tried using the docking station anymore, as I would like to concentrate on the laptop, where I believe the problem sits.

TechTastic · 14 Jan 2019 at 10:22

@melmac - Thanks again for your reply.

I've not run the setup each time. In fact this was only the second time I've gone through the Oculus setup from the beginning. I always redo the sensors through guardian though.

Q: Plug Docking station into a USB 3 port, One sensor and one headset into the docking station and the other sensor into the free USB 3 port.
A: Yep, tried this configuration as you mentioned (believe I'd done it before, but checked once again) with the headset USB going into the USB 3.0 of the docking station (HDMI plug still going into the laptop - nowhere else to go), along with a single sensor in the docking station USB 3.0 and the 2nd sensor in the remaining USB 3.0 of the laptop. Still the same, but thanks for helping.

Anyhow, spoke to ASUS this morning and they believe I have a hardware fault and have asked I send the laptop into them for assessment and repair. I've also asked that they test the laptop with an Oculus.

Will update when I hear more.

Thanks,

James

TechTastic · 14 Jan 2019 at 11:41

@SupraWez - Thank you for your message. I haven't yet tried the single sensor option, as it didn't seem to let me at the time, but seeing @melmac post looks like there is a way, so I can certainly give this a go later this evening before sending off the laptop to ASUS tomorrow morning.

I see 2 tests I can perform with 2 x USB 3.0 & 1 x USB 2.0 sockets available:

1) I will try the headset and 1 sensor in each of the USB 3.0 sockets, leaving the USB 2.0 unused.

2) I'll then try the headset in a USB 3.0, with the 1 sensor in USB 2.0, leaving a USB 3.0 unused.

Kindest regards,

James

TechTastic · 14 Jan 2019 at 16:31

@melmac - Thank you for your reply.

I did not buy the docking station for the rift, but for running a dual monitor setup. I currently have the docking station powered off and all tests have been without unless I'm trying something where I needed to use it.

On the "VR Ready" bit, the manufacturers websites and all other sales outlets (excluding Overclocker) state the item is "VR Ready".

https://www.asus.com/Laptops/ASUS-TUF-Gaming-FX504/

"new gaming technologies, and breakthrough VR immersion wherever you game"

I could have easily purchased a desktop, but since ASUS have been working with Oculus since 2015 I would assume when they state VR, they mean at least the 2 main players in HTC & Oculus. As a customer I had no reason to question this especially with the laptop being in the recommended specification and stating VR ready. Even if you type "VR Ready" into Google by definition it mentions the Oculs. I just feel it's misleading, as anyone can check the graphics cards.

Kindest regards,

James

TechTastic · 8 Feb 2019 at 10:31

So...after sending the unit to the manufacturer for repair, it being briefly looked at by BCS (3rd party of ASUS), it being returned still with the fault (ASUS didn't check with an Oculus or call before returning), ASUS management insisting it should work, blame being passed from AO.com to manufacturer, manufacturer to Oculus and getting nowhere. AO.com wouldn't even return my calls. A senior manager called Peter from ASUS didn't call me either when I was assured he would. AO.com being sympathetic, but not helping with any direction, was just being left and hoping I'd give up.

In the end, I had no choice after weeks of waiting and phone calls to AO.com and ASUS to contact Citizens Advice (30th Jan). I was firstly advised to stop making calls to AO.com - From the which website I crafted a letter to state the item wasn't satisfactory quality or fit for purpose and that they had 14 days to issue a refund, as they had already failed one time to repair.

I had to wait just over a week for someone from AO.com to even call me back, which was Wednesday this week. On that day I was told as over 30 days I can only get a repair...very frustrating. I then called up requesting to make it clear they (AO.com) had only 7 days remaining, as I would be taking the issue to the ombudsman (as advised by Citizens Advice) and then....I finally received a refund and the laptop was collected from my home.

https://www.which.co.uk/consumer-rights/regulation/consumer-rights-act

AO.com are great on the phone, polite, friendly, but there's no ownership if you have a problem.

Anyway, I'm now on the lookout for a new PC, I will be choosing the manufacturer carefully, the sales outlet carefully and of course the unit, which I now feel I'm better to go with a base unit rather than a laptop, even though I wanted a laptop for convenience. I have a budget of £1300. Does anyone have a good recommendation? Oh and did I mention...it has to work with an Oculus