Calvin.Pimax

What's the order number, sir?

If you didn't hear from our support, please share the ticket # with me.

Tried to bypass the DP extension pigtail?

@LtSpoon Could you please export the log file from Pimax Play and share it with me? Also, could you let me know which client and firmware version you're using?

Understood. I'll ask the team to run another test to check for any unusual behavior in the eye-tracking data logs.

Hey @T24_Martin We've tried to replicate the issue, but haven't been able to reproduce it. I’ll report this to the DCS QA team to see if they have any insights.

@Peedee You might need to file a support ticket, and our tech team will assist you with the USB troubleshooting.

Let me check with the QA team to find out when the next patch will be released to address this issue. I've received a few reports that the 90Hz upscale is still not working properly. Have you tried to reseat the DP cable (at the headset's end)

Noted. I will leave a message for the after-sales team regarding the missing postage refund.

If you encounter the "Not Tracked" message, simply move the headset around, and it should return to normal. Regarding the USB 3.0 issue, please check if there are any errors in the Device Manager.

Hi Martin, Let me report this to the dev team. They’ll try to replicate the issue and investigate the log files to determine why the eye-tracking data is not being saved.

You could try downloading these QR codes, printing them out, and pasting them on the wall. https://drive.google.com/drive/folders/17bcsyzFKooC4U_o4uu7oPRUHVMsEdo5S?usp=drive_link Also, please ensure the room is well-lit. Regarding the boundary issue, go to Pimax Play > Device Settings > Advanced and ensure the "Activate Chaperone" option is disabled.

Yes, I understand that delays can be disappointing, but we don’t want to send out the headset without addressing the issues that might affect its performance. The feedback from our beta testers will definitely help us resolve these issues and ensure the performance quality. This will help us avoid the mistakes we’ve made in the past years.

Regarding the panel, you may refer to this update. null

Have you tried lowering the monitor's resolution and refresh rate? Also, check if both monitors are connected using DP or HDMI. If they’re both using DP, try switching one of them to HDMI. This is most likely related to the GPU bandwidth.

I was attending the CES event and had meetings with the MSFS team. I’ve just returned to Delaware. Could you please share the ticket number with me? I’ll check with the after-sales team and urge them to provide further assistance on this.

Hello Dustbag, I can't say exactly how long the RMA process will take, but if everything goes smoothly, it should take around 2 weeks.

I tested the Super for a few hours, and the passthrough function worked properly throughout. I did not encounter any disconnections during the session.

Hello Huub, Thank you for your message, and happy holidays! Wishing you a wonderful 2025 ahead! We've been working hard to improve quality control, with more efforts and procedures now in place. Regarding customer support, we've been recruiting a team to handle the backlogs and technical issues (many of whom are experienced users and native speakers). Additionally, our support team is expanding, and we aim to improve response times, RMA or refund processing, and provide clearer answers to inquiries. As for Pimax Play, we now treat it as a product rather than just an application for connecting or tweaking the headset. We’re focusing on further optimization, including improving ease of use and adding new features, while striving for compatibility with all models, including the earlier P2: 5K and 8K. Cheers, Calvin

Yes, the camera name is UVC.

Hello @Dustbag1969 Please follow the instructions from the tech team, as it will help us determine whether the issue is a dead pixel or dust behind the lenses. Rest assured, this will not void the warranty. If the "dead pixel" remains, we will proceed with the RMA.

The "Video Pass-Through" acts as the main switch for the two features below it. You need to toggle it first before you can enable or disable the other two options.

It seems you've encountered an issue where the tracking is being disrupted by LED lighting. The lighting frequency is typically 50 or 60Hz. Our engineers are working on improving the algorithm to eliminate the influence of the lighting source and use it as a tracking reference instead. I believe this enhancement will significantly help in your situation.

@SnowTiger Could you please share the order number with me?

It seems the issue is related to the cable.