Windows Mixed Reality Setup FAQ

Here’s some info to help troubleshoot problems you might run into when you set up your Windows Mixed Reality immersive headset.

I get a message that says “We couldn’t download the Window Mixed Reality software,” or setup is stuck on the “Hang tight while we do some downloading” page

Try the following steps:

• Go to Settings > Update & security > Windows Update and make sure Windows Update is turned on. Then, download and install any updates that are waiting to be installed.
• Make sure your PC is connected to the internet and has at least 2 GB of free storage space.
• Restart your PC and try again. You may need to repeat several times or run the Windows Update troubleshooter to clear pending updates.

• If you’re on an enterprise managed network, check with your administrator. They might need to enable Windows Mixed Reality. Looking for the IT pro instructions? See this article.
• If your Wi-Fi network connection is set to metered, change it to unmetered. Learn more

I get a message that says «Something went wrong, and we couldn’t start Windows Mixed Reality.»

Try the following steps:

1. Unplug your headset from your computer (both cables).
2. Restart your computer.
3. Go Settings > Update & security > Windows Update and make sure Windows Update is turned on. Then, download and install any updates that are waiting to be installed.
4. Reconnect your headset to the computer, then try setup again.

If the above steps don’t work, try uninstalling and then reinstalling Windows Mixed Reality. Go to Settings > Mixed reality > Uninstall and select Uninstall. Then restart your computer. To start the setup process again, just plug your headset into your PC.

The Mixed Reality Portal doesn’t open when I plug in my headset

Mixed Reality Portal, the app that takes you through Windows Mixed Reality setup, is designed to open automatically when you plug in a compatible headset. If it doesn’t open, go to Start and type «Mixed Reality Portal» in the Search box to open the app. You might need to update to the latest version of Windows if you can’t find the Mixed Reality Portal.

I get a message that says my PC can’t run Windows Mixed Reality

If you get this message, your PC doesn’t meet the minimum requirements needed to run Windows Mixed Reality. The computer’s hardware setup might not be compatible with Windows Mixed Reality, or you may need to update to the latest version of Windows.

Notes on graphics cards:

• If Windows Mixed Reality setup says your graphics card doesn’t meet the requirements and you think it does, make sure your headset is plugged into the correct card.
• Check with your graphics card manufacturer for the latest driver update. Windows Mixed Reality requires a graphics card driver that supports at least WDDM 2.2.

I get a message that says, “You’re nearly there—this PC doesn’t meet the minimum requirements needed to run Windows Mixed Reality.”

If you get this message, your PC doesn’t meet the minimum requirements needed for the best experience in Windows Mixed Reality. Your PC can run an immersive headset, but may not be able to run certain apps or might have problems with performance.

My Xbox controller isn’t working

Try the following steps:

• Make sure your controller is turned on, fully charged, and connected to the PC.
• Replace the controller’s batteries.
• If you’re using a Bluetooth controller, go to Settings > Devices > Bluetooth & other devices on your PC and make sure it’s paired (you should see it listed on the page).

My motion controllers aren’t working

Try the following steps:

• Make sure your controllers are turned on and fully charged.
• Replace the controllers’ batteries.
• Turn the controllers off and on again while holding them in front of you. Press and hold the Windows button for 4 seconds to turn off a controller, then press and hold it again for 2 seconds to turn it on.
• Go to Settings > Devices > Bluetooth & other devices on your PC and make sure they’re paired (you should see them listed on the page).

I get a message that says, “Connect your headset” even though I’ve plugged in my headset

Try the following steps:

• Make sure your headset is connected to the correct ports on your computer. It should be plugged into the PC’s discrete graphics card and a USB 3.0 port. Here’s how to identify the correct ports:
  • USB 3.0 ports have a special logo with an «SS» mark (indicating «SuperSpeed»). The port’s inside piece is normally blue, but older USB 2.0 ports are typically black or white on the inside.
  • If your computer has two HDMI ports, use the one that connects to the graphics card, not the computer’s motherboard. It’s not always obvious, which is which, though discrete ports are often located in an expansion slot on the computer. If you try one port and it doesn’t work, try the other.
• Go to the headset manufacturer’s website and update the drivers and firmware for your headset.

During Mixed Reality start up, I’m stuck at «Turn your head side to side, and then at the floor»

This step lets your headset recognize your space and restore any existing virtual floor and boundary. When you put on your headset, this scanning process can take up to 10 seconds. After it’s complete, you’ll either be in Windows Mixed Reality home or you’ll be prompted to set up your boundary again.

If the scanning process takes longer than 10 seconds, there could be a problem with the proximity sensor in the headset:

1. Check that the sticker has been removed from the proximity sensor. The proximity sensor is located inside the headset roughly where the center of your forehead would be.
2. Check that your proximity sensor is toggling input to your headset: with your finger, cover and uncover the proximity sensor a few times to verify input is switching to the headset. You should see the Windows Key + Y banner at the top of your PC. You can manually switch input to the headset at any time by typing Windows Key + Y on your keyboard.

The floor of my Windows Mixed Reality home doesn’t appear to be at the correct height

Select Start > Floor Adjustment, which will launch once you place the app in the world, to make changes while you’re wearing the headset. In this app, you’ll be directed to use the touch pad (motion controller) or direction pad (gamepad) to adjust the floor height. When the floor feels correct, use the Windows button to return to your home.

I can’t show a preview of what I’m seeing in my headset on my desktop

Windows Mixed Reality Portal has a Play button at the bottom of the screen that allows you to preview what you’re seeing in your headset on your desktop screen. For performance reasons, this feature is only available on PCs running at Windows Mixed Reality Ultra (90 Hz).

How can I get a clearer view in my headset

Try adjusting the fit of your headset. Adjust its position on your face by moving it up and down or left and right, and adjust the straps so it feels snug.

If your headset supports it, you can also adjust its calibration settings. If the headset has a knob to adjust calibration, use that. If it doesn’t, go to Settings > Mixed reality > Visual quality and adjust the calibration there. For more information on calibration for your specific device, check with your headset manufacturer.

When I plug in my headset, nothing happens—Mixed Reality Portal doesn’t open

Mixed Reality Portal, the app that takes you through Windows Mixed Reality setup, is designed to open automatically when you plug in a compatible headset. If it doesn’t open, go to Start and type Mixed Reality Portal in the Search box to open the app from there. If you can’t find Mixed Reality Portal, that might mean you need to update to the latest version of Windows or that your headset isn’t correctly connected to the PC.

My head mount display doesn’t work after I shut down and do a fast startup

• Unplug the display cable and the USB cable from the head mount display and then plug them back in.

My Wi-Fi slows down when I use Windows Mixed Reality

If you’re using a 2.4-GHz Wi-Fi connection, your motion controllers might slow down your Wi-Fi. Try one of the following steps:

• Switch to a 5-GHz Wi-Fi connection, if one is available. Learn more
• Use a separate Bluetooth adapter to connect your motion controllers to your PC. See recommended adapters

Newer headsets pair directly to the controllers through a built-in Bluetooth chip and shouldn’t experience this issue.

I got a «Something went wrong» error message, or I’m having problems in the Mixed Reality Portal

To get more information about a specific error code, look here. You can also try to:

Restart Windows Mixed Reality:

1. Disconnect both headset cables from your PC.
2. Restart your PC.
3. Reconnect your headset.

Make sure that your PC recognizes your headset:

1. Select Start.
2. Type «Device Manager» in the search box and select it in the list.
3. Expand «Mixed reality devices» and see if your headset is listed.

If it isn’t listed:

1. Plug the headset into different ports on the PC, if available.
2. Check for the latest software updates from Windows Update.
3. Uninstall and reinstall Windows Mixed Reality:
   1. Disconnect both headset cables from your PC.
   2. Select Settings > Mixed reality > Uninstall.
   3. If your motion controllers are paired to your PC, select Settings > Devices > Bluetooth & other devices to unpair them. Select each controller, and «Remove device». If your controllers are paired to your headset, you can skip this step.
   4. Plug your headset back into your PC to reinstall Windows Mixed Reality.

Using Windows Mixed Reality FAQ

If you need help with using your Windows Mixed Reality immersive headset, check out these topics for general info and troubleshooting.

Still need help? For advanced troubleshooting, check out this article.

I see a message that says “Lost tracking” or “We don’t have a boundary for this space.”

Select Start > Mixed Reality Portal on your desktop. Select Menu, then select Run setup to create a new boundary. Windows Mixed Reality supports multiple locations and will identify the space you are in at startup as long as the room hasn’t changed.

I can’t hear any sound, or the sound is coming from my computer instead of my headset

If your immersive headset doesn’t include built-in headphones, you’ll need to connect headphones to the audio jack on the headset. (The jack is often located just behind the headset visor or lenses; check with your headset manufacturer if you have trouble finding it.)

Some audio headsets have physical buttons to control the volume. If audio isn’t working, check whether the volume is turned down or muted.

Windows Mixed Reality is designed to play sound through your immersive headset when you’re wearing it and have headphones connected to it. When you take off the headset or flip the visor up, audio will switch to your default Windows playback device. You can change this setting in Settings > Mixed reality > Audio and speech.

• Windows Mixed Reality spatial audio works best with headphones built into or connected directly to your immersive headset. PC speakers or headphones connected to the PC might not work well for spatial audio.
• Windows Mixed Reality doesn’t support Bluetooth audio headsets.

Speech commands aren’t working

To use Speech commands, your PC’s speech and language settings must be set to a supported Windows Mixed Reality region and language. To check your Windows region and language, select Settings > Time & language > Region & language. To check your Speech language, select Settings > Time & language > Speech.

If your headset doesn’t have a built-in mic, attach a pair of headphones with a mic to your headset or PC. Select Settings > Mixed reality > Audio and speech to automatically switch your mic input to your headset when your headphones are connected. Make sure that When I wear my headset, switch to headset mic is turned on.

Some audio headsets have a physical button to mute and unmute the microphone. If Speech commands aren’t working, check whether your mic is muted.

The boundary is always visible. How can I make it go away?

When you’re close to the boundary, it appears. If your boundary includes any sections that have a narrow or irregular shape, you might end up getting close to it—and causing it to appear—more often than you’d like. To fix this, try creating your boundary again, using a larger and more regular shape. Select Start > Mixed Reality Portal on your desktop, then select Run setup.

You can also temporarily turn off the boundary from Mixed Reality Portal: select Menu, then use the toggle to turn off the boundary. When the boundary is turned off, you’ll need to stay in one spot to avoid obstacles.

I’m having trouble with my motion controllers

If your motion controllers aren’t working properly, aren’t connecting, or if you don’t see an image of the controllers when you’re wearing your headset:

• Make sure your controllers are turned on. To turn them on, press and hold the Windows button for 2 seconds.
• Select Start > Mixed Reality Portal on your PC and then select Menu You should see your motion controllers listed, along with a status message:
  • Ready – The controllers are all set.
  • Lost tracking – Mixed Reality Portal can’t find your controllers. Hold them in front of your headset and restart them by pressing the Windows button for 4 seconds, then again for 2 seconds.
  • Low battery – Replace the controller batteries.
• If using Wi-Fi, try connecting your PC to a 5-GHz Wi-Fi network to reduce wireless interference.
• For newer headsets that pair directly to the controllers, select the “…” button in Mixed Reality Portal and choose Set up controllers. This will take you to the headset app for pairing the controllers to the headset.
• For older headsets that don’t have built-in Bluetooth for the controllers to pair directly:
  • Select Settings  > Devices > Bluetooth & other devices on your PC and make sure the controllers are listed as paired. If they’re not, you’ll need to pair them.
  • If you have other Bluetooth devices paired with your PC, such as headphones or gamepads, try removing some. Select Settings > Devices > Bluetooth & other devices on your PC, select the devices, and then select Remove device.
  • Remove Bluetooth headphones and speakers in Settings > Devices > Bluetooth & other devices, and turn off the devices.
  • If you’re using a USB Bluetooth adapter, make sure it’s plugged into a black USB 2.0 port. Also make sure the adapter is plugged in as far away as possible from any other wireless transmitters or USB flash drives, including the USB connector for your headset.
  • If your PC has built-in Bluetooth and you’re having connection problems, try using a USB Bluetooth adapter instead. (To do this, you’ll need to also turn off your built-in Bluetooth radio in Device Manager, and then pair your other Bluetooth devices with the new adapter.)
• If the Settings app is open to the Bluetooth & other devices page, close it.

I’m experiencing discomfort when I use my headset

For general info about comfort in Windows Mixed Reality, see Windows Mixed Reality immersive headset health, safety, and comfort. For details about your specific headset, check with the headset manufacturer.

My visuals are choppy, load slowly, or don’t look good

If your mixed reality visuals don’t look their best:

• Make sure your headset is plugged into the correct graphics card on your PC. Some PCs have both integrated and discrete graphics cards. The discrete card will generally provide the best performance. Learn more about PC hardware.
• Close unused apps on your desktop.
• Adjust your headset’s fit: move it lower and higher or left and right, and make sure it fits snugly.
• Adjust your headset’s visual settings (Settings > Mixed reality > Headset display). When Visual quality is set to Automatic, we’ll choose the best mixed reality experience for your PC. For an experience with more visual detail, set Visual quality to High. If your visuals are choppy, you may want to select a lower setting.
• Try adjusting your headset’s calibration. The lenses should be adjusted to match your interpupillary distance (IPD), the distance between your pupils. If you don’t know your IPD, an optometrist can measure it for you. There are also websites designed to measure IPD. Once you know your IPD, use your headset’s calibration knob to make adjustments. If the headset doesn’t have a calibration knob, select Settings > Mixed reality > Headset display and adjust the Calibration control.

I have questions about my headset hardware

For details about your headset, check with the manufacturer. There may be a product guide in the box, or you can try the manufacturer’s website.

The floor in mixed reality seems to be in the wrong spot

If the floor looks off (for example, you feel like you’re floating), select Start > Room adjustment while wearing your headset to make changes.

I got a message that said to plug in and charge my PC. Why?

If you’re using a laptop, Windows Mixed Reality works best when the PC is both fully charged and plugged in.

How do I uninstall Windows Mixed Reality?

Select Start > Settings > Mixed reality, then select Uninstall. Make sure to disconnect your headset from your PC and close Mixed Reality Portal before uninstalling.

When you’re ready to start using your headset again, plug it in, and Mixed Reality Portal will take you through setup.

If you see a message that says «We couldn’t finish removing Windows Mixed Reality,» this means that some files, including information about your environment, might still be on your computer. This can cause problems if you decide to reinstall Windows Mixed Reality later on.

To learn how to manually remove any remaining Windows Mixed Reality info from your PC, see this article.

My Wi-Fi slows down when I’m using Windows Mixed Reality

If you’re using a 2.4-GHz Wi-Fi connection, your motion controllers might slow down your Wi-Fi:

• Switch to a 5-GHz Wi-Fi connection, if one is available. Learn more
• Use a separate Bluetooth adapter to connect your motion controllers to your PC. See recommended adapters

What is the Experience options setting?

The Experience options setting (Settings > Mixed reality > Headset display > Experience options) gives you the ability to change the Windows Mixed Reality performance settings. This enables you to choose the best possible experience for your hardware configuration across a range of content. The 90-Hz experience is available to all systems, but you might want to try out Automatic first to see which setting you prefer.

Here are the options:

• Automatic or Let Windows decide: Windows Mixed Reality will determine the best experience for your hardware configuration. For most people, this is the best choice to start with.
• 60 Hz: Sets the refresh rate to 60 Hz and turns off certain features, such as video capture and preview in Mixed Reality Portal.
• 90 Hz: Sets the refresh rate to 90 Hz if your headset can run at that speed. If cable issues prevent the headset from running at 90 Hz, you may see an error at startup with this mode selected.

I see a message that says «Put on your headset» even though I have my headset on

When you put on your headset, Windows Mixed Reality needs a bit of time to reload your space. This can take a few seconds. If this message doesn’t go away, make sure the protective sticker has been removed from the proximity sensor, which is on the inside of the headset, between the lenses. If the sticker has been removed and you’re still having problems, contact your headset manufacturer. Pressing Win+Y on your keyboard will manually trigger the headset to run if the proximity sensor isn’t triggering automatically.

Still need help? For advanced troubleshooting, check out this article.