Support

Getting Started:

Do you need help getting started with SummitVR™?

Watch our YouTube tutorials or follow along below.

For additional assistance or support regarding accounts, payments, and development, contact us at support@scivista.com

Account

Accounts are necessary to use SummitVR™. To setup your account:


The Launcher will be your access to SummitVR™ updates, news, and the latest version of the application. Once your Launcher is downloaded and up to date, you will have to choose "Download" from the Launcher's main page. This will download the SummitVR™ software. If you have already downloaded SummitVR™ before, you may require an update instead of a download. Once downloaded and up-to-date, you will be able to launch SummitVR™. To do so, you will be required to select or create a space to launch.

Troubleshooting

Lost Passwords:
If you've lost your password there is a link on the login page that says, "Need help signing in?" Selecting this button can provide you with the option to reset your password.

If you have attempted to login with an incorrect email or password too many times (10 unsuccessful login attempts), you will be locked out of your account for security reasons. To unlock your account, you will have to contact development@scivista.com.

Software Troubleshooting

Before troubleshooting, be sure your headset does not require updates. Check for additional updates under SteamVR™, all of your graphics card drivers, and/or Oculus Software (if using the Oculus headset). After an update, your computer and headset may require an additional restart.

Launching

SummitVR™ does not start:
Be sure your headset is up-to-date and connected to your machine. For best results, the headset should be connected before launching a space. If using an Oculus product, please ensure the Oculus desktop software is installed and running on your machine with no updates required. If you recently installed an update and cannot connect, restart the machine and headset.

Be sure Windows or your anti-virus software is not clocking SummitVR™ from starting.

Performance

Low Frame Rate:
SummitVR™ will accept any size data set or model. It is important to know your computer's limitations and ability to render. Refer to our hardware specifications to ensure your computer will perform well while operating SummitVR™.

Currently we expect users to be able to use SummitVR™ with meshes up to 50 Million triangles experiencing minimal performance loss. There is still a performance balance between the number of triangles, how many individual data objects are present, and how powerful your computer is. Additionally, some headsets run at different frame rates. Refer to your manufacturer's specifications to determine the expected frame rate from your headset.

To improve performance, be sure your anti-virus software is not running in the background and close other CPU or GPU intensive programs.

Audio

No audio is heard:
Make sure your headset and computer volume are turned up.

If you still cannot hear anything, open Settings in the SummitVR™ Main Menu, and switch audio inputs. If your currently selected input was your headset, switch to a different audio device, then switch back to your headset. This can effectively reset your audio connection.

If you're still experiencing issues, refer to support under your headset manufacturer or the Hardware Troubleshooting section below.

The microphone is not outputting audio:
Ensure your headset and computer microphone input level are turned up.

You can test your microphone using the Echo input under Settings in the SummitVR™ Main Menu. The Settings menu allows you to check your audio inputs as well. If the currently selected input was your headset, switch to a different audio device, then switch back to your headset - this can effectively reset your audio connection.

If you are still having issues, refer to the Hardware Troubleshooting section below.


Hardware Troubleshooting

Before troubleshooting, be sure your headset does not require updates. Check for additional updates under SteamVR™, all of your graphics card drivers, and/or Oculus Software (if using the Oculus headset). After an update, your computer and headset may require an additional restart.

Headset

Headset is blurry or loose:
Review your manufacturer's hardware setup instructions to adjust your headset fit and change eye spacing/alignment. Blurriness can also be caused by dirty lenses. To clean your lenses, please refer to your manufacturer’s cleaning instructions.

Headset is black or no picture is showing:
Ensure all cables are connected properly to your machine. USB 3.0 ports should be used for all USB  connections. Ensure that your headset is charged and has power. If the black screen occurs only after launching SummitVR™, see our Software Troubleshooting section.

If you are using a Vive Pro, check that the power light is on the Link Box. Base Stations should be ON, connected to your computer, and properly tracking your headset.

If using an Oculus Quest with a tethered data cable (primarily on laptops using GTX series NVIDIA cards) you may be required to restart your computer if the headset does not connect to your machine or shows a black screen. This is a known hardware issue with Oculus that they are working on. To troubleshoot further, see the Oculus Manufacturer Support page.

Using a DPort to an HDMI converter has been known to cause issues on some headsets. Please review the manufacturers guidelines for any signal conversion between your headset and your graphics card.

Headset is not tracking:
Make sure all connections with the headset and computer are secure and power is going to the headset. Ensure there is nothing obscuring your base station's field of view. Blocking either of the base stations with an object will create tracking issues. If you are using a headset with inside-out-tracking, ensure nothing is obscuring the headset's cameras .If you are still having issues, check for software updates and/or restart your device.

Controllers

Controllers will not turn on:
Check to make sure your controllers are fully charged. Check that they are paired to your headset and visible to any base stations or your headset's inside-out-tracking by following manufacturer instructions.

Controllers are not visible in SummitVR™:
Controllers appear at the start of SummitVR™ and should be fully visible unless obscured by objects in the scene. SummitVR™ is compatible with all Steam VR compatible controllers and Oculus products. If you do not see your controllers they might be turned off or not paired with your headset. Make sure all hardware and software is up to date.

Controllers have sensitivity issues:
You can change the sensitivity of your controllers by going into your headset's settings.

Audio

No audio can be heard:
Ensure your headset volume is turned up to a reasonable level. If you still hear nothing, go to your computer's audio settings and ensure that your headset’s audio device is selected and the volume is turned up on your computer.

If you are still having issues, you may be having audio conflicts with other hardware or software on your computer. Close all other programs that may be using audio (browsers as well) and disconnect all other audio devices (such as Bluetooth speakers). You can disable or test audio devices on your computer by going into the Sound Control Panel of your computer.

SummitVR™ Hardware Specifications

Please review our Computer Hardware Specifications page for more information on laptops and headsets as well as links to purchase equipment.


Below are some of the common headsets supported by SummitVR™. For VR setup instructions, please see the manufacturer setup guides linked under each platform

HTC Vive/ViVe Pro

Manufacturer Setup: Vive Setup
SteamVR™ Software: SteamVR Software

The HTC Vive (Vive and Vive Pro) consists of a headset, 2 controllers, and 2 base stations for tracking. To use the Vive, you will need a computer with video out ports (HDMI/Display Port) and 1 USB port. Your setup should be located near power outlets for the headset and base stations. The base stations connect via Bluetooth to your computer and are placed at opposite corners of your workspace or desk.

If you are continuing to have problems, visit the Vive FAQ page: Vive Community.

Oculus Quest & Rift

Oculus Quest 2:
Manufacturer Setup: Oculus Quest Setup
Oculus Quest Software: Oculus Quest Software

The Quest uses Inside-Out Tracking (tracking performed in the headset). Due to high compute demands of SummitVR™, performance is best using the Quest Data Link Cable. You will need access to one USB-C or USB-A port depending on the Data Cable Link you purchase.

Oculus Rift:
Manufacturer Setup: Oculus Rift Oculus Rift S
Oculus Rift Software: Oculus Software

The Oculus Rift consists of a head set, two controllers, and two tracking sensors. To use the Rift you will need a computer with three USB ports and one HDMI port. In addition to this setup, you will need to download the Oculus Quest software from the link listed above.

If you have issues with either of the headsets above, visit the Oculus support pages. 

Varjo v2

Manufacturer Guide: Varjo VR-2
Varjo Software: Varjo Development Software
SteamVR™ Software: SteamVR Software

VR-2 is the world’s first human-eye resolution headset. It comes with integrated eye tracking technology and is compatible with the most popular 3D software tools. This headset uses a minimum of 2 SteamVR™ base stations and various SteamVR™ compatible controllers. Your setup will require 1 USB 3.0 and 2 display ports 1.2.

SciVista has been working with Varjo to integrate their technology into the SummitVR™ environment*

* Before purchasing a Varjo headset, contact our team to discuss headset integration

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