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Trouble Shooting

Trouble Shooting(Unity/Unreal Engine General)

No content is displayed when launching the app or playing in editor

  1. Check if Display Settings in Windows is set correctly (See for the details: Setup SR Display)
  2. The SR Display power state transitions to suspend if no signal is sent from the display cable. The app doesn't work while in the suspend state.
  3. Check if the folder where SDK is installed has been changed
    1. Do NOT change the folder path from the first installation
  4. Confirm your PC's USB port is 3.0 or 3.1 (often blue or red) when connecting ELF-SR1.
    1. The SDK comunicates with the Spatial Reality Display via USB
    2. Either update your driver/bios or contact PC support staff

Content is displayed, but the stereoscopic effect does not work

  1. Check if the SR Display system recognizes your face via SRDisplay Settings application
    1. SR Display Setting provide the camera view window(see the following image) to check if the system recognizes you.
    2. If recognized, you can see the rectangle on your face in the window, like the following image.
  2. If not recognized, plese check below.
    1. Make sure SR Display is connected to your computer via a USB cable as well as display cable. (See for the details: Setup SR Display)
    2. Make sure another app is not already running. Two applications cannot run simultaneously.
    3. Disconnect and connect the USB cable as the SR Display may not be recognized.
  3. If you get an incorrect image(e.g. gray only image) in the window, the system failed to connect to the face tracking camera.
    1. Sorry, this is a known issue and it happens occasionally
    2. Please and replay your app.
  4. If you are using Unreal Engine, please refer to this
  5. Other VR plugins may be enabled, or the content may include data or scripts for other devices. Disable VR Plugins other than SR Display Plugin, and do not include data or scripts for other devices in the content.

SR Display shows a single color and not the content when launching the app or editor window

  1. If SR Display shows red only, your computer is probably not supported (See for the details: Spec / Confirmed system environment)

Content isn't updated following the viewpoint

  1. SR Display camera may have failed to start capturing.

    1. Please terminate the application, wait for a few seconds and then re-launch the application.

    2. If this happens more than once, Please check the image captured by SR Display camera with SRDisplay Settings app.

      If the face tracking window only shows a gray image, the camera has failed to start capturing.

      1. Make sure SR Display is connected to your computer via a USB and HDMI cables (See for the details: Setup SR Display)
      2. Make sure another app is not already running.
      3. Disconnect and connect the USB cable in case the SR Display is not recognized.

Content isn't rendered and a black image is shown

  1. SR Display camera may have failed to start capturing.

    1. Please terminate the application, wait for a few seconds and then re-launch the application.

    2. If this happens more than once, Please check the image captured by SR Display camera with SRDisplay Settings app.

      If the face tracking window only shows a gray image, the camera has failed to start capturing.

      1. Make sure SR Display is connected to your computer via a USB and display cables (See for the details: Setup SR Display)
      2. Make sure another app is not already running.

      3. Disconnect and connect the USB cable in case the SR Display is not recognized.

Content looks choppy (not smooth) during playback

  1. SR Display SDK requires more pc resources(refer to Recommended system specification)Make sure your PC meets the spec.

  2. Check if the other process using CPU/GPU resources and turn off if necessary

    For example, check if anti-virus software is set for scheduled execution

Content isn't displayed in 3D but in 2D, and it isn't updated following the viewpoint

  1. It will be solved by installing Microsoft Visual C++ redistributable package. Please try installing vc_redist.x64.exe.

Trouble Shooting(Unity)

The app is launched, but the default view(like the following image) is displayed

  1. Check Architecture in Unity Build Settings. It MUST be x86_64

Opened FullScreen GameView in Unity Editor, but it is very small (like the following image)

  1. Re-open(close and open) the gameview (See for the details: Use the PlayMode in Unity Editor)

An error occurs when you import SR Display Plugin

  1. An error may occur on the first time you import the plugin to your Unity project (like the following image)

  2. Press the Clear button to solve the problem

An error occurs when you remove Unity Plugin or import Unity Display Plugin to the project where the plugin already exists

  1. An error may occur when you import the plugin to your Unity project where the plugin already exists. (like the following images)

  2. You must remove Assets / SRDUnityPlugin by a non unity editor before installing the plugin

  3. This is how Unity works. See for the details: Unity IssueTracker - [Windows] Deleting a Loaded Dll file in the Editor, doesn't delete it in Windows

Shaders(includes Materials or Particles) does not work as expected in playing, though they works in Scene View

  1. If you use Spatial Clipping, this may be the cause of the problem. Spatial Clipping has a side effect to some shaders. See for the details: Spatial Clipping has side effects on some shaders

An error occurs when you open SRDisplay GameView or use Unity PlayMode, though applications works

  1. Try to reopen UnityEditor and UnityHub
    1. Close UnityEditor
    2. Close UnityHub from Windows system tray
    3. Open UnityHub
    4. Open your UnityProject from UnityHub
    5. Try to open SRDisplay GameView or use Unity PlayMode

Low frame rate when running a Unity app

  1. It is possible that both integrated/dedicated GPU are being used, use only the dedicated GPU. Also, please consider updating your Unity version to a more recent release.

Your content may not be seen in 3D when you set the Graphics API to OpenGL Core in Project Settings and play it in the editor.

  1. Restart UnityEditor.

Trouble Shooting(Unreal Engijne)

Low frame rate

  1. Please consider not using rendering settings that use large computing resources, as the SDK already renders two 4K images, one for each eye.

    1. Forward Shading may significantly improve your frame rate.

Content is Displayed on your 2D display Instead of the SR Display

  1. Check if 2D display is set as the main display

    1. SR Display display must not be the main display

  2. Make sure that the SR Display display scale and layout settings are set to 100%.

    1. Click here to revisit display set up instructions

When you run the UE app, a black screen appears

  1. Failed to retrieve the face position, launch SR Display Settings and make sure the face is recognized. (red outline is stable on face image from camera)

  2. Make sure you have sufficient lighting on the user’s face, this will help with face detection.

Crashes when running a UE app

  1. SR Display doesn't support nDisplay/DMS/In-Camera VFX/CollabViewer(4.27) related templates, please use SR Display template.

Trouble Shooting(SR Display Settings application)

The camera view window's frame rate is too low

  1. Make sure USB cable is conected with host PC via USB 3.0/3.1 when ELF-SR1 is connected.
  2. Try the following steps.
    1. Unplug the power cable from SR Display
    2. Unplug USB cable from the host PC
    3. Wait for a few seconds
    4. Plug the USB cable into the host PC
    5. Plug the power cable into SR Display and turn it on

An error dialog appears

  1. Device not found

    This message will appear if the SR Display is not connected.

    Make sure the SR Display is connected to your computer via USB and display cables (See for the details: Set up SR Display).

  2. Device lost

    This message will appear if the SR Display is disconnected while running the SR Display Settings application.

    Reconnect the SR Display to your computer, then restart the SR Display Settings application.

  3. Session Error

    This message will appear if another app that uses the system is running when the SR Display Settings app is launched.

    Two applications that use the system cannot run simultaneously.

TroubleShooting(Firmware Updater)

SR Display does not turn on after Firmware Update(ELF-SR1).

  1. The update process may have failed.
    1. Make sure the AC Adapter of the SR display is plugged in, connect it to the PC with the HDMI / USB cable, and then run the firmware updater again.

TroubleShooting(Other problems)

If your version of Windows 10 is 1803, you may get the following error:

  1. Please update to Windows 10 ver.1809 or later.