FAQ: Possible technical problems

Installation and startup

Varwin does not install

  1. Check your PC’s compliance system requirements
  2. Contact Varwin support support@varwin.com with a description of the problem (it is recommended to attach a screenshot of the error)

Varwin does not start

A yellow dot on the icon means that the program is starting. This can take up to two minutes

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If you see a red dot - there was a launch error

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Actions in this case:

Hint

Hereinafter: each subsequent action is performed if the previous one did not help

  1. Call the menu by right- or left-clicking on the Varwin icon once. Restart Varwin via the menu
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  1. Restart Windows
  2. Check if the firewall ports are closed*

*The first time you start Varwin, you may receive several notifications from the Windows firewall. Select “Allow access” everywhere (you are allowing access to certain Varwin services, without this the platform will not start)

  1. Call up the menu, select “Open log”
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  1. Contact Varwin Support support@varwin.com and send the log (if you have an Internet connection)

The interface is not displayed / displayed incorrectly when Varwin XRMS is opened

Contact Varwin Support support@varwin.com with a description of the problem (we recommend that you attach a screenshot)

Problems with files

File can’t be imported into the library

If the file is from an archive: make sure that the archive was unpacked before importing, and the import is done from the folder

Running the VR Client

VR Client does not start

  1. Check the compliance of your VR equipment and PC system requirements
  2. Reinstall the VR Client

The client starts, but the helmet has a black screen

  1. For Windows Mixed Reality equipment: Check the manual for your equipment
  2. For HTC Vive equipment: check that the base stations are turned on and you are within range of them.
  3. Restart your Steam VR
  4. Restart your PC
  5. Check if other VR applications are running on this hardware a. If yes, contact Varwin support support@varwin.com b. If not, contact the manufacturer’s support

The client starts, but nothing happens

If the laptop system has an integrated graphics card selected by default, the platform will start the VR client, but will not let you work in it. The user will see an error in VR (see screenshot)

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In this case you need to switch to a discrete graphics card:

  1. Right-click on the Windows desktop, then click NVIDIA Control Panel from the context menu
    1. Click on the item from the left menu “Manage 3D settings”
  2. On the right side, select the Global Settings tab, then select “NVIDIA High Performance Processor” from the High Performance Processor section
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Problems with the VR client

Controllers are not displayed

  1. Check that the controllers are charged and turned on
  2. Restart the VR Client
  3. Restart the Steam VR

Controllers are not displayed in the correct location

  1. Move the controllers and helmet
  2. Restart the VR Client
  3. Restart the Steam VR
  4. Restart your PC
  5. Recalibrate the helmet (refer to your hardware manual)

Incorrect floor or horizon level

  1. Move controllers and helmet

  2. Restart the VR Client

  3. Restart the Steam VR

  4. For Windows Mixed Reality (floor): a. In virtual reality, go to “Mixed Reality Portal”. To do this, press the “System” (Windows) button on the controller, then the virtual “Home” button

    Attention

    Varwin XRMS will be closed

    1. Go to “All apps”
    2. Launch the “Floor Adjustment” application (Room Adjustment or Floor Adjustment in English interface)
    3. Click on the little man icon that appears.
    4. Follow the instructions below to adjust the floor height
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  1. For Windows Mixed Reality (horizon): a. Outside of Virtual Reality, open “Mixed Reality Portal” (usually runs simultaneously with the Varwin VR client) b. Click the “Menu” button (three lines at the top left) c. select “Set up Room Boundary” (Run Setup or Set up Room Boundary in the English interface) d. Follow the instructions to reconfigure the helmet
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  1. Recalibrate the helmet (refer to the manual of your equipment)
  2. Restart your PC

VR client crashes (no error message)

  1. Check if Steam VR / Oculus Rift / Windows Mixed Reality is working
  2. contact Varwin support support@varwin.com with logs a. How to get the log: Call the menu by right or left-clicking on the Varwin icon once. Select “Open log”
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VR-client shows error

Error compiling / executing logic / initializing logic

Check the typing in Blockly. Warning: problem areas are highlighted

Error reading start parameters / finding start arguments / saving / server not responding

  1. Reboot Varwin
  2. Reinstall Varwin
  3. contact Varwin support support@varwin.com.

Error loading object

Contact the object developer

Error loading scene / player appearing point not found

Contact scene’s developer (scene template)

Error loading world configuration / unknown error

  1. Contact Varwin Support support@varwin.com with logs
    1. How to get the log: Call the menu by right or left-clicking on the Varwin icon once. Select “Open log”
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Server is unavailable

  1. Call the menu by right or left-clicking on the Varwin icon once
  2. Restart Varwin via the menu
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