| Windows 11, Windows 10 version 1809, and versions 1709 & 1803 (beneath) error codes | Error message and troubleshooting suggestions |
|---|---|
| 1-4 2197815297-4 |
Check your headset display cable to make sure it is plugged in correctly. <ol start="1"><li>Unplug and replug the headset USB and display cables.</li><li>Check Device Manager > Monitors to see if the “Mixed Reality headset” monitor is present.</li><li>Check that your graphics drivers are current on the graphics card manufacturer’s website.</li><li>If you’re using an adapter to connect your headset, make sure it supports Windows Mixed Reality.</li><li>If your graphics card has both DisplayPort and HDMI ports, use the DisplayPort port on your graphics card and use a supported Mixed Reality DisplayPort-to-HDMI adapter.</li><li>Try a different USB 3.0 port on your PC.</li></ol> |
| 1-5 2197815297-5 |
Check your display cable: Your headset displays failed to initialize properly. Try restarting your PC and reconnecting your headset. Windows sees your headset monitor, but Windows Mixed Reality is having trouble communicating with the Mixed Reality headset display. To fix this: <ol start="1"><li>Check that your graphics drivers are current on the graphics card manufacturer’s website.</li><li>If you’re using an adapter to connect your headset, make sure it supports Windows Mixed Reality.</li><li>If your graphics card has both DisplayPort and HDMI ports, use the DisplayPort port on your graphics card, and use a supported Mixed Reality DisplayPort-to-HDMI adapter.</li><li>Try restarting your PC.</li></ol> |
| 1-8 none for versions 1709 & 1803 |
MRP can find the monitor, but cannot retrieve its display modes. Try to unplug all of the displays and try again. Windows Mixed Reality sees your headset monitor, but is having trouble getting any display modes from the graphic card. To fix this: <ol start="1"><li>If you’re have multiple displays connected to your PC in addition to the headset, your GPU may not have enough bandwidth. Remove additional monitors and try again.</li><li>Make sure that you have the latest drivers</li></ol> |
| 4-1 2181038084-1 |
The Mixed Reality device was unable to use create a USB 3.0 SuperSpeed connection to the computer. Please make sure that you are using a USB 3.0 port. To fix this: <ol start="1"><li>Unplug and plug in again to fully seat the USB connection.</li><li>Remove any extension cables or adapters.</li><li>Use a quality powered USB Hub.</li><li>Restart your PC.</li><li>Check to see if your USB XHCI controller has the latest drivers.</li></ol> |
| 4-4 2181038084-4 |
Windows Mixed Reality has detected that the USB port you are attempting is in Compliance Mode. To fix this: <ol start="1"><li>Try a different USB Port.</li><li>Restart your PC.</li><li>Remove any extension cables.</li><li>Use a quality powered USB Hub.</li></ol> |
| 7-1, 7-2, 7-3 2181038087-1 2181038087-2 2181038087-3 |
Windows Mixed Reality is having trouble connecting to your headset. Try unplugging your headset and plugging it back in. The Mixed Reality headset failed to completely initialize. This is most likely a transient error. Unplug your headset and plug it back in. |
| 7-4 2181038087-4 |
Windows Mixed Reality is having trouble connecting to your headset. Try unplugging your headset and plugging it back in. The Mixed Reality headset driver failed to initialize the tracking cameras on your headset. This is most likely a transient error. Unplug your headset and plug it back in. |
| 7-5 2181038087-5 |
Windows Mixed Reality is having trouble connecting to your headset. Try plugging your headset into a different USB port and temporarily unplugging any other USB devices connected to your PC. Windows Mixed Reality is having trouble getting sensor data from the Mixed Reality device. This could be a transient error, or USB signal integrity issues. Make sure you’re using a quality power USB hub. If the problem persists:</li><li>Temporarily unplug all of your USB devices and peripherals, remove all extension cables, and plug in just your headset.</li><li>Disable any USB suspend or power-saving features on your PC. This includes Selective suspend in Windows power options, the “Allow the computer to turn off this device to save power” setting in Device Manager, and any USB power-saving settings in your PC’s firmware.</li></ul> |
| 7-6 2181038087-6 |
There is a problem with your headset firmware. Try unplugging your headset and plugging it back in. This can be transient error. Unplug and replug your headset. If that doesn’t work:</li><li>Check Windows Updates to ensure you’re running the latest headset driver available.</li><li>Try your headset on another PC. If you see the same error message, your headset needs to be serviced.</li></ul> |
| 7-7 2181038087-7 |
Windows Mixed Reality is having trouble connecting to your headset. Try plugging your headset into a different USB port and temporarily unplugging any other USB devices connected to your PC. The Mixed Reality headset driver failed to initialize the firmware on your headset. This can be transient error. Try unplugging and replugging in your headset and make sure you’re using a quality power USB hub. If that doesn’t work:<li>Temporarily unplug USB devices and peripherals you don’t need to run Windows Mixed Reality.</li><li>Remove all extension cables.</li><li>Check Windows Updates to ensure you’re running the latest available headset driver.</li></ul> |
| 7-11 2181038087-11 |
Your CPU is too old to be compatible with Windows Mixed Reality. Your CPU is missing the AVX instruction set required by the Mixed Reality motion controllers. You’ll need a Windows Mixed Reality compatible PC. |
| 7-12 2181038087-12 |
Your headset is connected to an incompatible USB controller. Try plugging your headset into a different USB port, if available. Or, try installing a Microsoft USB driver in place of any incompatible drivers. Your headset may be plugged in to a USB port connected to an incompatible non-Microsoft USB controller driver. These USB 3.0 controller drivers are often missing the ability to read and handle the ContainerID descriptor, which aggregates the different parts of the Mixed Reality headset into a cohesive unit (to play audio out of the correct headphones, video out the correct displays, and pull tracking data from the correct sensors). To change your USB controller driver: <ol start="1"><li>Launch Device Manager.</li><li>Expand “Universal Serial Bus controllers” and right-click to uninstall the driver for each item that includes the text “eXtensible Host Controller” and doesn’t have “Microsoft” in the name.</li><li>Select “Delete the driver software for this device” to ensure the old drivers are removed.</li><li>Verify each item that includes the text “eXtensible Host Controller” has “Microsoft” at the end.</li><li>Plug in the headset.</li></ol>If the issue is intermittent, the headset might not be properly responding to commands from the headset driver. To fix the issue, unplug the headset for 30 or more seconds, then plug it back in. |
| 7-13 2181038087-13 |
Your headset is connected to an incompatible USB controller. Try plugging your headset into a different USB port, if available. If not, you’ll need to install a new USB 3.0 controller. Windows Mixed Reality is unable to synchronize the Mixed Reality camera frame timestamps to your PC timestamps. This is most likely caused by an incompatible USB 3.0 host controller that doesn’t support ITP (Isochronous Timestamp Packets). Contact your PC manufacturer to see if ITP can be enabled, or switch to another USB Host controller with ITP support. |
| 7-14 2181038087-14 |
Windows Mixed Reality is having trouble connecting to your headset. Try unplugging your headset and plugging it back in. Windows Mixed Reality is having trouble initializing the presence sensor on your Mixed Reality headset. In Device Manager, the headset will show the error message “PoseThread failed to initialize presence sensor”. To fix: <ol start="1"><li>Unplug your headset, then plug it back in. Make sure the USB cable is plugged in all the way.</li><li>Try another USB port on your PC.</li><li>Try your headset on another PC to see if the headset enumerates completely in Device Manager on that PC.</li><li>Check if your PC has any other conflicting HID drivers installed, for example, from your keyboard or mouse. Look for any HID devices in Device Manager with a question-mark logo on them.</li><li>If you’re using a Samsung Mixed Reality headset running Windows 10 Version 1709 or Version 1803 , follow the instructions for error code 2181038087-12 to check if your USB 3.0 controller is running a non-Microsoft USB controller driver.</li></ol> |
| 7-15 2181038087-15 |
Windows Mixed Reality has detected an incompatible WinUSB driver installed. <ol start="1"><li>Ensure the WinUSB driver on your PC is the one that comes with Windows, and that third-party USB drivers have not overwritten the copy of WinUSB on your PC.</li><li>You may need to recover or reinstall your Windows installation if the problem persists.</li></ol> |
| 7-16, 7-17, 7-18 2181038087-16 2181038087-17 2181038087-18 |
These are all hardware communication issues. Your hardware probably needs servicing. |
| 13-11 none for versions 1709 & 1803 |
The Mixed Reality Portal has come across an app registration issue with Windows. Check the event log at Event Viewer > Windows Logs > Application to see if there are more details. Look for errors from around the time that the issue happened and that are related to HololensSensors, Mixed Reality, or the apps you were running at that time. |
| 14-1 none for versions 1709 & 1803 |
The Mixed Reality Portal is having trouble initializing the graphics and composition stack. To fix:<ul><li>Desktop Window Manager (DWM, a key component of the Windows Graphics stack) may be crashing. Check the event log at Event Viewer > Windows Logs > Application to see if this is occurring.</li><li>Try a clean uninstall of your graphics driver, and then install the latest graphics driver from the graphics card manufacturer’s website.</li></ul> |
| 14-2 C0001160-101 |
We ran into a problem connecting to your headset. Try removing any extension cables you might be using, and make sure you’ve connected the headset to the correct port for your graphics card. If you’re using any adapters, make sure they’re compatible with Mixed Reality. If you’re still having problems, try updating your graphics driver. The Mixed Reality display and composition stack failed to initialize. Your PC’s graphics card or graphics card driver may not be compatible with Windows Mixed Reality. To check: <ul><li>Double check that your PC meets the minimum system requirements for Windows Mixed Reality.</li><li>If you’re using Dell Inspiron 5577 PCs on Windows 10, version 1809, or newer , you may see this error because of a conflict with Dell’s TrueColor graphics post-processing functionality. To work around this issue, use Dell’s TrueColor app to turn off the TrueColor capability, then try running Mixed Reality Portal again.</li><li>On a desktop PC, install the latest graphics driver from the graphics card manufacturer’s website. On a laptop, install the latest graphics driver for your make and model from the laptop manufacturer’s website.</li><li>If you have third-party graphics or display software/accessories, temporarily uninstall these apps and drivers.</li><li>Select “Try again”.</li></ul> |
| 14-3 none for versions 1709 & 1803 |
We ran into a problem connecting to your headset. Try removing any extension cables you might be using, and make sure you’ve connected the headset to the correct port for your graphics card. If you’re using any adapters, make sure they’re compatible with Mixed Reality. If you’re still having problems, try updating your graphics driver. <ul><li>If you’re using any custom modes or refresh rates on your PC monitor, try setting their refresh rates to 60 Hz.</li><li>Make sure any adapters you’re using support Windows Mixed Reality.</li><li>Try installing the latest graphics driver from the graphics card manufacturer’s website.</li><li>Select “Try again”.</li></ul> |
| 14-4 none for versions 1709 & 1803 |
We ran into a problem connecting to your headset. Try removing any extension cables you might be using, and make sure you’ve connected the headset to the correct port for your graphics card. If you’re using any adapters, make sure they’re compatible with Mixed Reality. If you’re still having problems, try updating your graphics driver. <ul><li>Your PC may have more PC monitors connected than your graphics adapter can support. Disconnect all but your primary PC monitor.</li><li>Make sure any adapters you’re using support Windows Mixed Reality.</li><li>Install the latest graphics driver from the graphics card manufacturer’s website.</li><li>Select “Try again”.</li></ul> |
| 15-5 none for versions 1709 & 1803 |
Mixed Reality Portal has lost synchronization with core Mixed Reality and Windows components it depends on. <ul><li>This could be caused by a performance issue with your PC. Check “Task Manager” to make sure your CPU, GPU, and HDD are have enough capacity.</li><li>Temporarily disconnect all other USB devices from your PC.</li><li>Restart your PC.</li></ul> |
| 15-12 none for versions 1709 & 1803 |
Mixed Reality Portal timed out. |
| 15-13 none for versions 1709 & 1803 |
Mixed Reality Portal timed out. |
| 13-14 none for versions 1709 & 1803 |
Headset failed to start at the chosen refresh rate. Choosing “Let Windows decide” in mixed reality display settings will allow the headset to run at 60 Hz or check for cabling issues that may prevent the headset from running at full frame rate. |
| none for version 1809 H0002000-0 |
Your PC’s operating system has gotten into a mismatched state for Windows Mixed Reality Check Windows Updates for updates. |
| none for version 1809 S0002261-101 S0002361-101 |
A problem with a Mixed Reality shell component is preventing Mixed Reality Portal from starting properly <ul><li>Open the event log in Event Viewer > Windows Logs > Application to check for any application crashes at around the time you tried to start Windows Mixed Reality.</li><li>Make sure your graphics driver is up to date.</li><li>The HDMI adapter you’re using is incompatible with Windows Mixed Reality. See the supported and recommended HDMI to Mini DisplayPort dongle.</li></ul> |