Support

Do you need help getting started with SummitVR? Check out our YouTube Help Page to stay current on features and functionality.

If you have found a Problem/Bug in our software and want to expedite fixing these problems, please report your bug with the link below.

REPORT BUG

If you need further assistance please review the below help guides.
For other support issues related to Accounts, Payments, and other Development concerns, please email: 
support@scivista.com

Account

Accounts are necessary to access SummitVR.

1. To setup your account first visit: SummitVR.app where you can choose "Sign Up" at the bottom.
2. Once you have signed up, go back to SummitVR.app and login.
3. Once you are logged in, select the "Download Launcher v.1.x" button.

The Launcher will be your access to SummitVR updates, news, and the latest version of the application.

Once your Launcher is up to date, and this is your first time using the Launcher, you will have to choose "Download" from the Launcher's main page. Once downloaded your button will update and you can now select, "Launch SummitVR"


Troubleshooting: 
If you are having trouble accessing your account due to a forgotten password there is a link on the login page, "Need help signing in?" that can provide you with more options to reset your password.

If you have attempted to login with the incorrect email or password information too many times (10 unsuccessful login attempts), please contact our Development team to have your password reset: development@scivista.com.

If you are completely new to VR and need to know if you have the hardware to use VR visit our computer specification page first.

Software

Be sure you have updated all of your drivers from your headset manufacturer, as well as updating SteamVR™ and/or Oculus Software, and all of your graphics card drivers. This is the typical resolution for some of the issues you may encounter with software.

LAUNCHING

SummitVR™ Does Not Start
Please be sure all drivers for your headset and graphics card are up to date, as this is the most common issue with the software not launching properly.

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

If you are using an Oculus product, please ensure the Oculus desktop software is installed and running on your machine, and you are fully up to date with this software.

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. Please, 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. However, there is still a performance balance between the number of triangles, how many individual data objects are present, and how powerful your computer is.

Also, some headsets run at different frame rates, so please refer to your manufacturer's specifications to determine the frame rate you should expect from your headset.

Be sure your anti-virus software is not running in the background and close other CPU or GPU intensive programs.

AUDIO

No Audio Can Be Heard
Make sure your headset and computer volume are turned up.

If your volume is up and you still cannot hear anything, open your SummitVR Audio Menu in your Menu Settings, 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 are still having issues, refer to the Hardware Audio section below.

Ensure your headset and computer volume are turned up.

If your volume is up and you still cannot hear anything, open your SummitVR Audio 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 are still having issues, refer to the Hardware Audio section below.

The Microphone is Not Outputting Audio
Ensure your headset and computer microphone input level are turned up.

As with audio output in the previous section, switching audio devices can help reset microphone issues. Open your SummitVR Audio 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 are still having issues, refer to the Hardware Audio section below.

VR Hardware

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's Setup Guide: Vive Setup
SteamVR Software: SteamVR Software

The HTC Vive (Vive and Vive Pro) consists of a headset, two controllers, and two base stations. To use the Vive you will need a computer with video out ports (HDMI/Display Port) and one USB port. Your setup should be located near power outlets for the headset and two 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's Setup Guide: Oculus Quest Setup
Oculus Quest Software: Oculus Quest Software

The Oculus Quest is unique in that it uses Inside-Out Tracking (tracking performed in the headset) which does not require the use of base stations like the HTC Vive or Oculus Rift. This innovation makes setup quicker and more portable. Due to high compute demands, processing in SummitVR™ must still be performed on a computer so using the Quest Data Link Cable is necessary to operate SummitVR™ on the Quest headset. You will need access to one USB-C or USB-A port depending on the Data Cable Link you purchase.

Oculus Rift:
Manufacturer's Setup Guide: 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 are continuing to have issues with either of the headsets above, visit the Oculus support pages. 

Varjo v2

Manufacturer's Setup Guide: Varjo VR-2
Varjo Software: Varjo Development Software
Required SteamVR Software: SteamVR Software

VR-2 is the world’s first human-eye resolution headset. Designed for use in complex and demanding industries, it comes with the most advanced 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 one USB 3.0 and two display ports 1.2.

SciVista has been working with Varjo to integrate their technology into the SummitVR™ environment. Before purchasing a Varjo headset, contact one of our team experts to discuss the integration of this headset.

Common Hardware Issues

Be sure you have updated all of your drivers from your headset manufacturer, as well as updating SteamVR™ and/or Oculus Software, and all of your graphics card drivers. This is the typical resolution for some of the issues you may encounter with your hardware.

HEADSET

Headset is Blurry or Loose
Blurriness can be caused by the misalignment of your eyes and the headset. Review hardware setup instructions as your headset manufacturer will demonstrate how to adjust your headset and change eye spacing/alignment.

Blurriness can also be caused by dirty lenses.  Please refer to your manufacturer’s cleaning instructions for your headset.

Headset is Black or No Picture is Showing
Ensure all cables are connected properly and that you are using USB 3.0 ports for all USB  connections.

If you are using a Vive Pro be sure the power light is on the Link Box and Base Stations are 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) and it does not connect or shows a black screen, you will need to restart your computer - this is a known hardware issue with the Oculus manufacturer, not SummitVR, and they are working on this issue. Please see Oculus support page

If you are using a DPort to an HDMI converter this 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.

If you are still having issues and cannot reach your lobby room for the headset, your device may be defective and you need to contact your manufacturer.

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 stations 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, restart your device and software connected to the device.

CONTROLLERS

Controllers will Not Turn On
Check to make sure your controllers or its installed batteries are fully charged. Also, be sure they are paired to your headset and visible to any base stations or headset's inside-out-tracking.

Controllers are Not Visible in SummitVR™
Controllers appear at the start of SummitVR™ and should be fully visible. 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 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 etc.). You can disable audio devices on your computer as well as testing them by going into the Sound Control Panel of your computer.
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