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The Motion Controller Won’t Power On
The motion controller fails to turn on or stay turned on.
When your controller is at a “Critical” battery level, it will vibrate three times when you turn it on and powers off immediately. Replace the batteries with the Battery Replacement Guide to keep your controller powered on.
Windows Button Error
Your controller may fail to turn on if the Windows button is unresponsive. In this case, it is best to remove the batteries and reinsert them to manually reboot the device. See the Battery Replacement Guide for a step by step process.
The Motion Controller Fails to Pair
The motion controller does not pair via Bluetooth.
Your controller may have dead batteries since it does not indicate its battery status. Since the controller can not be charged, retrieve two new AA batteries. To swap the batteries out, see the Battery Replacement Guide.
After 30 seconds of inactivity, your controller will enter sleep mode. To wake up your controller from the sleeping state, press any button on the controller.
Controller Is Being Paired Incorrectly
If you could not find clear directions on how to pair your device, try the following method.
Turn on your controller by holding down the Windows button for two seconds. Flip your controller over and remove the battery cover. You will see a trapezoid pairing button underneath the batteries. Hold this button until the LEDs begin to flash. Once a green check appears next to the controller on your computer screen, click Next. Congrats! You are now ready to experience the Windows Mixed Reality.
Previous Controllers Are Interfering with the Pairing
Your device may try to pair with earlier instances of controllers. On your computer, click on Windows Settings -> Devices -> Bluetooth -> Bluetooth & Other Devices. Find any instances of "Left Controller" or "Right Controller." Click Remove Device to get rid of old controllers. You should now be able to pair your current controllers.
Device Update Is in Progress
When your controller requires a firmware update, it will be temporarily unresponsive when you turn it on. To know when an update is happening, check your computer for the Windows notification. Also, your controller’s outer and inner LEDs will alternate. If this scenario matches your situation, keep your controller powered on until the update finishes. Once the update is complete, the LEDs will stop blinking and your controller will be able to pair.
The Motion Controller Is Paired, but Won’t Connect
The motion controller recognizes the computer but does not connect.
Bluetooth Device Is Out of Power
If your device is out of power, you will need to replace the batteries. To put in new batteries, check out the Battery Replacement Guide.
Bluetooth Driver Is Not Up to Date
Your computer must have an up to date Bluetooth driver for your controller to connect. To update your driver, read the following directions.
Press the Windows and "X" keys on your keyboard and click Device Manager. You can also right-click the Windows button in the bottom-left corner of your computer then find and click Device Manager.
Next, right-click on the arrow to the right of Bluetooth to bring down a list of Bluetooth drivers. Click Visor controller - Left -> Update Driver -> Search automatically for updated driver software. Once the update is complete, attempt to connect the controller.
Bluetooth Service on Laptop Is Not Working Properly
If your computer's Bluetooth services are not working correctly, they will prevent your controller from connecting. Perform the following steps to restart your Bluetooth services.
Open the Run window by pressing the Windows and "R" keys on your keyboard. Alternatively, click the Windows button on the bottom-left corner and click Run. Type "services.msc" in the drop-down box and press Enter. Right-click on Bluetooth related services and then click Restart. Right-click Bluetooth related services again and this time click Properties. Under the general menu, set "Startup type" to Automatic. Finally, restart your computer then try to connect your controller.
If the problem persists, consider replacing your bluetooth radio with an external Bluetooth adaptor.
The Motion Controller Joystick Does Not Register Movement
The motion controller joystick does not affect the screen view or rotate properly.
If your joystick does not rotate freely and regularly sticks to the controller, it may have dirt underneath it. You can check out the Joystick Replacement Guide to access the piece individually and clean out any excess residue.
You may have a broken joystick if your screen does not respond to its motion. In this case, you will need to replace the faulty part. Look at the Joystick Replacement Guide to learn how to exchange your damaged part with a functioning one.
If removing the joystick cover and cleaning underneath it does not solve the problem, you may have a malfunctioning daughterboard. Use the Daughterboard Replacement Guide to learn how to swap out your broken daughterboard.
The Motion Controller Is Stuck in Infinite Reboot
The motion controller keeps buzzing after the LEDs flash.
The motion controller may have failed to properly connect during its last session. Break the cycle by performing a device recovery.
First, power down the controller by holding down the Windows button. If the controller fails to power down, remove the batteries (see the Battery Replacement Guide for instructions). Close and quit the Microsoft Virtual Reality Portal. On your computer, navigate to Settings -> Devices -> Bluetooth -> Bluetooth and Other Devices. Locate the left and right controllers and select Remove Device.
Restart your computer by any method. Once the computer has rebooted, reinstall the controller’s batteries (if necessary). Relaunch the Microsoft Virtual Reality Portal and power on the controller. Your computer will prompt you to re-pair your motion controllers. Follow the prompts and enjoy the virtual world.
You may have improperly installed device firmware. Connect the controller to the computer using a USB Type A cable. As soon as the controller detects a connection, it should auto-update the firmware to the latest available.
If the device remains in infinite reboot, restore the device to factory conditions. Unplug and power off the controllers. Next, open the battery cover and insert new batteries. Press and hold the pairing button found at the bottom of the controller. While holding the pairing button, turn on the power by holding the Windows menu button for five seconds. After releasing the buttons, the device should power on after about 15 seconds. If the device turns on immediately, repeat the previous line.
Next, remove old Bluetooth associations by going to your computer's Bluetooth settings (Settings -> Bluetooth & Other Devices). Choose any controller instances (left or right) and select Remove Device. Repeat the steps to pair the controller to the computer. Once paired, the device will auto-update the firmware. Afterwards, unpair and pair the controllers one last time.