Windows 10 Fall Creators Update- Mixed Reality support scenarios

Windows 10 Fall Creators Update- Mixed Reality support scenarios


Troubleshooting for system requirements

Q1. Your PC doesn’t meet the minimum requirements to run Windows Mixed Reality.

If you receive this message, it could be because current hardware setup of the computer isn’t compatible to Windows Mixed Reality or because you need to update it to the latest version of Windows.

Q2. You’re nearly there — This PC doesn’t meet the minimum requirements needed to run Windows Mixed Reality.

If you receive this warning, your PC doesn’t meet the minimum requirements for the best experience in Windows Mixed Reality.

However, your PC still can run an immersive headset but it may not run certain apps, or might have problems with performance.

Troubleshooting connection issues

Q1. Nothing happens when I plug in my HMD device (headset).

The Mixed Reality Portal (the app that takes you through Windows Mixed Reality setup) is designed to open automatically when you plug in a compatible headset. If it doesn’t open, you need to follow these steps to open it manually:

1.In the Cortana/Search box on the Windows 10 taskbar, type Mixed Reality Portal.

2.In the list of search results, click Mixed Reality Portal to open the app.

3.If you can’t find the Mixed Reality Portal, you might need to update the device to the latest version of Windows.

Q2. I get a ‘Connect your headset’ error even though it’s already connected.

Please try these steps:

1. Make sure that the headset is connected to the correct ports on the computer. It should be plugged into the PC’s discrete graphics card and a USB 3.0 port.

2. Go to ASUS website and update the drivers and firmware for the headset.


Q3. When I plug in my headset I get a ’We couldn’t download the Window Mixed Reality software’ error.

Please try the following steps:

1.Go Settings Update & security > Windows Update and make sure Windows Update is turned on. Then, download and install any updates that are waiting to be installed.

2. Make sure the PC is connected to the Internet, and has at least 2GB of free storage space.

3. Restart the PC and try again.


Q4. When I plug in my headset I get a ’Something went wrong, and we couldn’t start Windows Mixed Reality’ error.

Please try the following steps:

1. Unplug the headset from the computer (both cables).

2. Restart the computer.

3. Go Settings Update & security > Windows Update and make sure Windows Update is turned on. Then, download and install any updates that are waiting to be installed.

4. Reconnect the headset to the computer, then try setup again.

5. If the error still occurs, uninstall and reinstall Windows Mixed Reality. Go to Settings > Mixed reality > Uninstall, and then select Uninstall. Then restart the computer, then plug the headset in again to restart the setup process.


Troubleshooting for hardware issues

Q1. My XBOX controller isn’t working.

Please try the following:

1.Make sure the controllers are turned on, fully charged, and connected to the PC.

2.Try replacing the  batteries of controller.

3. If you are using Bluetooth controllers, go to Settings > Devices > Bluetooth & other devices on their PC, and make sure that their controllers are paired.

Note: For more in-depth information about troubleshooting issues with Xbox controllers, see


Q2. My motion controllers aren’t working.

If your motion controllers aren’t working, try the following troubleshooting steps:

1. Make sure the controllers are turned on and fully charged.

2. Make sure the controllers are paired and show up in the Mixed Reality Portal.

3. If the controllers are not shown in the Mixed Reality Portal…

4. Make sure that the controllers show up in the OOBE tutorial, Cliff House, or game that they’re playing.


Troubleshooting environment issues

Q1. I get an error message when I try to create a boundary.

Please follow these guidelines:

• Don’t get too close to a wall or other obstruction.

• Hold the headset at waist height, and face toward the computer while you trace the boundary.

• Make sure the sensor isn’t blocked and there’s enough light.

• The space you’re tracing should be larger than 3 square meters.

• The space should not be too large or too complicated. Stick to a simple geometric shape without a lot of twists and turns.

• Don’t cross back over your own path as you’re tracing.

• If you get stuck in a corner, start over.


Q2. Environment alignment issues: I’m stuck in floor or I’m floating above the floor

When you enter the Cliff House, you are either knee-deep in the floor or feel like you are floating above it, you can fix it by going to Start > Room adjustment while wearing the headset, to make changes.


Q3. I see a message that says “Lost tracking” or “We don’t have a boundary for this space.”

If you see one of these boundary errors, you can troubleshoot them by following these steps:

1.Go to Start Mixed Reality Portal on the desktop.

2.Click the menu icon, then click Run setup to create a new boundary.

You can learn more about boundaries by clicking Get help during setup.

Q4. The boundary is always visible. How can I make it go away?

If you are seeing the boundary all the time, you can work it out by understanding the following:

•The boundary appears when you’re close to it. If the boundary includes any sections that have a narrow or irregular shape, you might end up getting close to it—and causing it to appear—more often than they’d like. To fix this, try creating the boundary again, with a larger and more regular shape. To do this, go to Start > Mixed Reality Portal on the desktop, and then select Run setup.

• You can also temporarily turn off the boundary from the Mixed Reality Portal by expanding the menu and toggling Room boundary to Off.


Troubleshooting app and performance issues

Q1. Speech and Cortana aren’t working in the Cliff House.

• To use Speech and Cortana commands, the your PC’s speech and language settings must be set to one of the languages supported in Windows Mixed Reality. To check this, go to Settings > Time & language > Region & language and Settings > Time & language > Speech.

• If you headset doesn’t have a built-in mic, you need to attach headphones with a mic to the headset, or to your PC. To have mic input switch automatically to your headset when their headphones are directly connected to it, you should go to Settings > Mixed reality > Audio and speech, and make sure that when you wear the headset, switch to headset mic is turned on.


Q2. I can’t hear any audio in my headset, or audio is playing out through my computer.

1.If your immersive headset doesn’t have built-in headphones, you need to connect headphones to the audio jack on the headset. The jack is often located just behind the headset visor or lenses. You can also plug headphones in the audio jack on computer.

2. By default, Windows Mixed Reality is configured to play sound through your immersive headset when you are wearing it, and switch to playing sound from the computer when you take the headset off. To see if this is turned on, you should go to Settings > Mixed reality > Audio and speech. Make sure that switch to headset audio is turned on when you wear headset, .

Notes: Windows Mixed Reality doesn’t support Bluetooth audio headsets.


Q3. The view in my headset is blurry or out of focus.

If you want a clearer view in your headset, try the following troubleshooting steps:

1. Try adjusting the fit of the headset. Adjust its position on your face by moving it up and down or left and right, and adjust the straps so it feels snug.

2. If your headset supports it, you can also adjust its calibration settings. You can also use the headset with a knob to adjust calibration.  If it doesn’t have , you should go to Settings > Mixed reality > Visual quality, and adjust the calibration there.


Q4. My visuals are choppy, load slowly, or don’t look good.

1.Make sure your headset is plugged into the correct graphics card on your PC. Some PCs have both integrated and discrete graphics cards. The discrete card will generally provide the best performance.

2.Close unused apps on the desktop.

3.Adjust the headset fitness; Move it lower and higher or left and right to make sure it fits.

4.Adjust the headset calibration settings. Use calibration knob on the headset if there’s. If it doesn’t, go to Settings > Mixed reality > Headset display. Under Calibration, adjust the slider to see if the visuals improve.


Troubleshooting other issues

Q1. I’m experiencing discomfort when I use my headset.

You should follow these guidelines to help avoid discomfort and the risk of injury:

• Follow all guidelines provided by the hardware and software manufacturers.

• Avoid using Mixed Reality near trip hazards, stairs, low ceilings ,etc.

• Avoid using Mixed Reality when people, pets, or things might approach you.

• Do not use Mixed Reality when view of your surroundings is needed for safety.

• Some people may experience discomfort such as nausea, motion sickness, dizziness, disorientation, headache, fatigue, or eye strain, particularly new users.

• Using Mixed Reality for extended periods without a break increases your chances of discomfort.

• Keep your first sessions brief. Start slowly. For most people, discomfort should decrease over the first few sessions.