Pico + Vysor triage

Connect the laptop to the internet using a mobile hotspot.

In Vysor, press Upgrade to Pro.

Scroll down and press Retrieve License.

Does a "License Found" dialog appear?

• Yes

  Vysor Pro is active. Nothing further to do.

• No

  • Check the hotspot connection before anything else. Is the connection stable?

    • No, it's unstable

      Fix the connection, then press Retrieve License again.

    • Yes, it's stable

      Escalate to DM tech (e.g. Jenn), to confirm the license is activated for this email.

Plug in the cable. Does a popup appear asking what to do with the connection?

• Yes, but Vysor still shows no device

  • Close Vysor fully, including the background process, then reload it. Does the headset show up now?

    • Yes

      The headset is connected. Carry on with the session.

    • No

      Go to step 2 below.

• No popup at all

  Go to step 2 below.

No popup means the problem is the cable, the USB port or the headset. Work through these in order, checking after each one.

1. Unplug and replug the cable, trying another port.
2. Restart the headset (about a minute).
3. Swap out the USB cable.
4. Restart the laptop.

Is the headset showing in Vysor?

• Yes

  The headset is connected. Carry on with the session.

• No

  This combination has resolved every case seen so far. Try a different laptop, and re-check that no step was skipped.

Is it a full hang, with the headset unresponsive and the screen not moving when you look around?

• Yes, nothing moves

  Hold the power button down for 15 seconds straight to force a reboot. The reboot has worked once the charging light changes.

• No, it still responds

  That isn't a freeze. Start over and pick the branch that matches what you're seeing.

Is there a green circle in the centre of the screen?

• Yes

  • The controller isn't connected. Hold down the controller's button to connect it. Has the laser appeared?

    • Yes

      The controller is connected and the laser is showing.

    • No

      Go to step 2 below.

• No

  • A controller is already connected. Check your own controller, and see whether someone else's has connected by accident. Whose controller is connected?

    • Someone else's

      • Have them disconnect it, then hold down your controller's button to connect it. Has the laser appeared?

        • Yes

          The controller is connected and the laser is showing.

        • No

          Go to step 2 below.

    • Mine, and the laser still isn't showing

      Contact DM tech (e.g. Jenn). This case isn't in the checklist.

Look at the light on the controller itself. What is it doing?

• Straight blue light

  It's already connected to another headset. Disconnect it there first.

• No light

  The battery is likely dead. Replace it.

• Flashing

  • Flashing means it is searching but not connecting. Are you comfortable pairing the controller manually?

    • No

      Restart the headset and reconnect the controller once it's back up.

    • Yes, walk me through it

      • 1. Use the headset select button.
        2. Point the green circle at the controller icon at the top of the page.
        3. Under "Controllers", click the string of numbers and letters to connect manually.

      • Resolved

        The controller pairs and the laser returns.

This means the app hasn't been installed onto the device.