Troubleshooting my (sold) Valve Index via eBay messages!

VincentHanna

VincentHanna

VincentHanna

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I sold my Valve Index in original packaging on eBay and it was tested and working fine the other day.

I work closely with a packaging company for work, so even had a strong shipping box made by the designers to fit snugly so it wouldn't get damaged in transit.

Tonight the buyer started messaging me, and I've tried to help them as best as I was able. See chat below.

Would anyone have anything to add to this so I can avoid a return?

Buyer:
Hi, ive picked it up but im unable to get it working, it just refuses to display anything inside the vr. Ive tried troubleshooting for the past 2 hours but no luck

Me:
Your using it with Steam I assume? The controllers are likely dead and need charging

Also it needs to be connected to a USB. 3.0 port which are likely on the back of your PC (assuming it has USB 3.0)

Buyer:
Ive charged the controllers, and theyre turning on, ive plugged everything in accordingly but still no luck . Ive even reinstalled my graphics drivers but still no luck

Me:
I know it works as I tested it before I sent it. Are you fairly good with computers? Would you know what your motherboard is for instance so we can check it has USB 3.0

Buyer:
Im not bad with computers, my motherboard is a msi b450 tomahawk max, im 99% sure it has a USB 3.0

*I Google the motherboard and check the full specifications*

Me:
Yes it does:

"USB 3.2 PORTS (REAR)
1(Gen2, Type C), 1(Gen2, Type A), 2(Gen1, Type A)"

It also has 2x USB 2.0 ports on the back though, so make sure it's connected to the correct one (they all look the same unfortunately)

If it doesn't work in one, keep swapping it until it does


Buyer:
Just tried it, switched each port and even restarted my pc but no luck

Me:
So just to double check...

You have the Display Port connected to your GPU. you have the USB connected to USB 3.0 and you are using the 12v power connector plugged in to the mains?

*I sent a screen grab of a YouTube video showing all the connectors as well*

Buyer:
Thats right

Me:
(Also you might need to go in to the BIOS and check USB 3.0 is enabled)

Buyer:
Okay, ill check that now.

Me:
Another thing you can do is update the BIOS as that motherboard is 5 years old

youtu.be

How To Update BIOS - MSI B450 Tomahawk Max | Full Guide For MSI Motherboards

In this video, I'll show you how to update your BIOS with M-Flash which is a tool provided by MSI.Most of the MSI motherboards have this feature in the BIOS ...
youtu.be youtu.be

And make sure the breakaway cable is firmly together.

Buyer:

Ive just tried to update the bios, all the cables are connected properly but still nothing, ive updated my graphics drivers, restarted the pc, switched the ports.

there are very few troubleshooting videos for this online too which doesnt help.

Me:
It should just work, very few issues with these really.

Do you have any friends/family with a PC you could try it on?

Other than that I am obliged to accept returns thanks to eBay's money back guarantee, but I know it worked fine a few days ago and was packaged very well.

Buyer:
I dont have another pc to test it on unfortunately, but ill keep trying to sort it from my own pc, ill keep troubleshooting adn ill get back to you, if not ill just return it.

Me:
What graphics card is it?

Buyer:
1660ti

Me:
Can you see anything happening in the VR display? Do the screens light up at all? Do the lights come on at the front of the headset?

Buyer:
Thats the issue, the display is black but the lights on the front are on

Me:
And you've got the 2 base stations plugged in?

Buyer:
yes, the base stations are plugged in, the controllers are charged, the headset is fully connected. im unsure as to what the issue is.
 
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I think the buyer has gone above and beyond following your troubleshooting.

Time for a, "thank you for working with me on trying to resolve this, but it seems there is a problem with the device. Please initiate a return and i will refund. Sorry for the inconvenience".

And then when you get it back, double check it is the device you sent.
 
I've been through the return experience as a seller and it's frustrating when you know 100% the item worked when you sent it. Mine was for a quite expensive joystick and i think the buyer sent me back a different faulty joystick of the same model. Is there a serial number on the Index that can prove if it's yours or not? If the buyer sends it back and it doesn't work then take it up with Ebay, when i did this i didn't have to refund the buyer, Ebay did.

Edit: after my experience i always get proof of the serial number (photo/video), photo/video of any distinguishing marks on the item (you could also use invisible ink), and video evidence of the item working properly prior to being sent. Say you have done this in your listing to hopefully put the scammers off trying it on with you.
 
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I always take photos of serial numbers.

Usually I do make a video showing it powering on and working when I sell things like this as well, but for some reason I didn't this time. Annoying!
 
I appreciate this is super-basic and you may well have established this in a separate conversation, but I don't see anything in that thread that tells me that he actually started Steam VR (although it does usually start automatically when you power up a controller).

There are blue lights on the front of the headset when it's plugged in, they turn green when it's actually "on", so you might want to check the colour of the lights. Did you ask him what he sees on the SteamVR popup (the one where you see icons for the headset, controllers and base stations lit up when they're active)?
 
Thanks for your input - I have a positive update!

Buyer:
Ive managed to get it working, sorry for the late update but i think it was to do with the graphic drivers, not sure but i did a fresh installation and its started to work, thanks very much

Me:
Brilliant. Pleased to hear it's working fine.

I would appreciate positive feedback if possible.



And then...

Buyer:
will do , but i was wondering if you could help me troubleshoot a different issue, im unable to get any sound out of the speakers, its not even showing up in my sound devices. Any ideas?


*sigh*

Me:
One solution - Try installing the Nvidia drivers whilst the VR headset is on and Steam VR is open, and tick the 'fresh install' button and it should detect the headset as an audio device and hopefully then it will work.
 
At least everything worked out in the end and you didn't get screwed over.

Didn't you try and sell it on here first?
 
This is the reason I didn't try to sell my Index on ebay. For the time being I've kept it because the Bigscreen Beyond looks interesting,and the base stations and controllers are needed for that, but I may well sell it if someone is interested, but only if I know them and can show it working.

The Index is packed away as the Quest Pro is now my go-to PC VR headset.
 
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