Troubleshooting

User Account

Unable to log in to portal

System Operator account (Previously known as Owner account)

1. Make sure to click on the link in the account creation email and change your one-time-password to activate the account.
2. Be sure to select the ‘System Operator Login’ option on the portal page and use your EMAIL to log in.

Refer to the ‘account set up’ portion of the manual.

Game Master/Player account

1. Be sure to select the ‘Member Login’ option on the portal page and type in the correct USERNAME and one-time-password (OTP) given by the System Operator.

Installation

Unable to install the game on PC

Possible cause #1: Game file name was changed or overwritten.

1. Revert the game file name to default or redownload the original file from portal.
2. Try to install again.

Unable to install the game on PICO4

Possible cause #1: Game file name was changed or overwritten.

1. Revert the game file name to default or redownload the original zipped file from portal.
2. Extract/unzip the original file.
3. Click on the “Android_Install.bat” again to install, which can be found within the extracted/unzipped folder.

Possible cause #2: Application used to extract the downloaded file is not suitable.

1. Install other third-party applications to extract/unzip (7zip or WinRAR).
2. Extract/unzip the zipped file using the new application.
3. Click on the “Android_Install.bat” again to install, which can be found within the extracted/unzipped folder.

Possible cause #3: PICO4 VR headset version is not compatible with the game.

1. Update the PICO4 VR headset to the latest version.
2. Click on the “Android_Install.bat” to install.

Possible cause #4: Developer mode is not enabled correctly on PICO4 VR headset.

1. Check and make sure that the PICO4 has activated developer mode and the debug settings on and USB connection set to “file transfer”.
2. Click on the “Android_Install.bat” to install.

Pico 4 VR

'Network error' displays while trying to connect to a Wi-Fi network

Possible cause #1: The new VR headsets may require a full system reboot

1. Fully turn off the PICO by holding the button on the headset till the LED turns off.
2. Turn on the PICO in ‘no command’ mode by holding the up volume button and the on/off button concurrently.

3. Hold the PICO on/off button and click on the up volume button to enter the android recovery mode.

4. Use the volume button to scroll to the ‘wipe data/factory reset’ option, and click the on button to select it.

5. Confirm again by clicking on ‘factory reset’.

6. Once it is factory reset, select ‘reboot system now’.

7. Proceed with the PICO SET UP steps.

Possible cause #2: Your router or Wi-Fi connection may not be working

1. Use another device to connect to the Wi-Fi to check if the connection is down

VR headset goes to sleep when it is taken off from the head

It is a default for the VR headset to go to sleep when it is removed from the head to save battery.

As it will interfere with the procedure for VTKD, it is recommended to paste an opaque piece of tape to cover the sensor in between the lens of the VR headset (Sensor location as seen in image below).

Game

Unable to log in to game on PC

Possible cause #1: VTKD account credentials are keyed in incorrectly.

*Please take note that the username is NOT your email address.

1. Double-check the given credentials (pay attention to any special character or character that may look similar for example ‘1’, ‘l’ and ‘i’).
2. Key in both username and password accordingly.
3. Login to VTKD Portal.

Possible cause #2: VTKD account is not given or given incorrectly.

1. Contact the System Operator and make sure the account given matches the ones created by the System Operator.
2. If an account has not been given, make a request to the System Operator to create an account for you.
3. Make sure to set a new password once Login to the portal with the one-time-password (OTP) given by System Operator.
4. Login to VTKD Portal using the new password.

Possible cause #3: PC is not connected to internet or connection is unstable.

1. A dedicated router and network is required.
2. Make sure that the PC is connected to the correct router and network.
3. A router with 5Ghz bandwidth is required. Disable the 2.4Ghz bandwidth.
4. Login to VTKD and if it still fails, change to another internet network.

Unable to find the player’s name in Waiting Room

Possible cause #1: Player accounts were not created or have not been activated from the Portal

1. Login to VTKD portal and create the necessary Player accounts with the System Operator or the Game Master.

2. Once created, use the Player accounts to login to the portal with the one-time-password (OTP) and set a new password for the account to be activated.

3. Once the Player accounts are activated, the Game Master should be able to see the Player accounts in the drop down of the game waiting room.

Note: After a Player account is selected, Game Master has the option of typing in a different display name.

Unable to find the game on PICO

1. Make sure that your game is installed successfully.
2. You can find the game in your Library > Unknown > VTKDU.

AXIS

AXIS nodes blinking different colours when plugged it in to charge

Possible cause #1: First-time use charge

1. It is normal for the nodes to blink in different colours for the first use.
2. The LED will turn red once it starts to charge.

Possible cause #2: AXIS battery is flat

1. The AXIS has not been used in awhile.
2. It is similar to the first-time usage of the AXIS.

Charged AXIS a day in advance, but it cannot be turned

Possible cause #1: AXIS battery will be discharged when not in use

1. Charge the AXIS at least 2 hours before use.

My AXIS is charged but battery percentage is below 100%

Possible cause #1: The AXIS nodes may not be charging on the charging dock properly

1. The charging dock is sometimes sensitive to movement. Remove the dock cover and make sure that all LED lights on the nodes are lit red.
2. Try moving and nudging the nodes within the charging dock.
3. If the node LED is still not lit red, try switching the nodes around within the dock.

Possible cause #2: AXIS control center bug

1. As there is a current bug in the AXIS control center, always make sure that all your AXIS nodes are lighted up red when charging.
2. Once the red LED turns off, it is an indication that your AXIS nodes are fully charged.

Unable to change AXIS WiFi/Error

Possible cause #1: Some AXIS nodes that were paired were not switched on.

1. Make sure all paired nodes are switched on.
2. Try changing the Wi-Fi channel for AXIS again.

Arms are not moving

Possible cause #1: PICO4 controller might have been disconnected

1. Hold on to the controller home button to turn the controller back on.

Possible cause #2: PICO4 controller might have run out of battery

1. Change to a fresh set of batteries.

Legs are not moving

Possible cause #1: PICO4 headset running low on battery (20-30%) which stops the headset from powering the dongle for the AXIS nodes.

1. Charge your Pico headset to full battery for the next use.
2. Re-plug your dongle to the dongle attachment.
3. Turn off and on your AXIS nodes.

Avatar Legs not align to physical legs

Note: Minor leg offset is normal and calibration may not match the in-game avatar's leg to real-life 1 for 1.

Possible cause #1: AXIS nodes on legs are not aligned correctly during calibration.
Possible cause #2: Legs were not positioned correctly during calibration.
Possible cause #3: Some AXIS nodes were switched off during calibration.

Regardless of the cause above, please do the following:

1. Ensure all AXIS nodes are switched on.

2. Ensure all AXIS nodes are facing the correct direction which is facing forward and upward. 

3. Adjust only the thigh strap to the direction where the offset is observed on a particular leg (e.g. if the offset is observed on the left leg where the avatar leg appears inwards on VR, then adjust the left thigh strap slightly inwards).

4. Do a T-pose, make sure feet are together, heels touching and toes pointing forward; then perform the following.

a. Recenter VR view by looking forward while holding on to the home button on either controller for few seconds.

b. On your left controller, press and hold the Y button followed by trigger button for few seconds until you feel the vibration from the controller.

c. On your right controller, press and hold the A button followed by trigger button for few seconds until you feel the vibration from the controller.

4. Repeat steps 3 and 4, until your avatar legs align at least 80% to your actual legs in real-life.

Avatar Legs Behaving Erratically when kicking

Possible cause #1: Magnetometer Calibration was not done or was done incorrectly.

1. Do Magnetometer Calibration (refer to video).

Possible cause #2: Play area is facing magnetic interferences from magnetic or metal objects that are visible around the play area.

1. Identify any metal objects around the play area and remove them.

Possible cause #3: Play area is facing magnetic interferences from magnetic or metal objects that is not visible around the play area

1. Launch the VTKD game, have VR players walk around the play area to identify area(s) where legs can be seen behaving unnaturally while walking or standing (e.g. leg is twisting to another direction, leg is floating).
2. Move the play area to another location or avoid playing around the area where the issue can occur based on the assessment in step 1.

Player Avatar is Lagging

Possible cause #1: The PC used by Game Master (GM) does not meet the requirements

1. Make sure the PC used by GM meets the hardware requirements.
2. If using a laptop, make sure it is always connected to power (not battery mode).
3. Have GM to recreate the game room
4. Have VR players rejoin the game room, do some movements or kicks then observe if their avatars are still lagging
5. If VR players are still lagging, then refer to more steps to troubleshoot below.
   

Possible cause #2: The WiFi channel that AXIS nodes currently set to, is heavily used

1. Connect the dongle to a PC
2. Switch on all AXIS nodes including all nodes that were paired to the dongle
3. Launch AXIS Control Center (install it, if it is not already)
4. Go to [Calibration Manager] and move any nodes in any direction a few times to confirm that the nodes are lagging, you can know this by observing if there is obvious delay shown by the mannequin when node is moved.
5. If AXIS nodes are confirmed lagging, then go to [Device Manager] and change the AXIS WiFi channel to another channel.
6. Repeat step 4 and 5 until obvious delay no longer observed on AXIS nodes.
7. Have GM to recreate the game room
8. Have VR players rejoin the game room, do some movements or kicks then observe if their avatars are still lagging
9. If VR players are still lagging, then refer to more steps to troubleshoot below.
   

Possible cause #3: The WiFi router that the game currently connected to, has both 2.4G and 5G bandwidths enabled.

1. Connect to the router and disable 2.4G, only enable 5G; please contact your IT team if you are not sure how to do this.
2. Have GM to recreate the game room
3. Have VR players rejoin the game room, do some movements or kicks then observe if their avatars are still lagging.
4. If VR players are still lagging, then refer to more steps to troubleshoot below.

Possible cause #4: The WiFi that the game currently connected to is heavily used

1. Change to another WiFi network, make sure to do this for all devices used by Game Master, Spectator and VR players
2. Have GM to recreate the game room
3. Have VR players rejoin the game room, do some movements or kicks then observe if their avatars are still lagging, then refer to other steps under other Possible cause #1, #2 and #3 above if you have not.

Opponent in the game is taller than me OR I am taller than my opponent

Possible cause #1: AXIS calibration is not done or done incorrectly

1. Recenter VR view by looking forward while holding on to the [Home] button on one of the controllers for few seconds.
2. Do a T-pose, feet are together with heels touching and toes pointing forward; remain in this position until step 4 below is completed.
3. Do the following in order:
   1. On the LEFT controller,
      press and hold the [Y] button followed by the [Trigger] button for few seconds until the controller vibrates.
   2. On the RIGHT controller,
      press and hold the [B] button followed by the [Trigger] button for few seconds until the controller vibrates.
4. Repeat steps 1 to 3 on another VR player (both players must do these steps).
5. If the issue still persists, then refer to more steps to troubleshoot below.

Possible cause #2: The floor level on PICO4 headset is not drawn or drawn incorrectly

1. If VTKD game is launched on PICO4, quit the game.
2. Go to PICO4 main menu, quick settings, and ‘Play Boundary’.
3. Redraw the play boundary and draw the floor level correctly (you must reach to the floor with your controller to let the headset recognize where the ground is).
4. Re-launch the game on PICO4 and proceed with the AXIS calibration in the Waiting Room.