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Holograms and interactions troubleshooting

  • Article
  • Applies to:
    HoloLens (1st gen), HoloLens 2

This article troubleshoots issues with placing holograms, working with spaces, and reporting issues with holograms.

Anytime that you have problems, make sure:

  • Try restarting it to see whether that fixes things.
  • Before troubleshooting, ensure the HoloLens is charged up (charged for at least an hour).

Use the Feedback app to send us information about the issue. You find the Feedback app on the Start menu.

For tips about how to wear your HoloLens, see Adjust Fit.

New spaces can't be created

The most likely problem is that you're running low on storage space. Free up some disk space and then retry.

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Spaces can't be identified or loaded

If your HoloLens can't identify and load the space you're in automatically, check the following factors:

  • Make sure that you're connected to Wi-Fi
  • Make sure that there's plenty of light in the room
  • Make sure that there are no major changes to the surroundings.

You can manage your spaces by going to Settings > System > Holograms.

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How do I delete all spaces?

To reset the understanding of your environment, go to Settings > System > Holograms. Then click "Remove nearby holograms" to reset the space currently around the HoloLens. Click "Remove all holograms" to completely reset the device's knowledge of all spaces.

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Holograms don't look right or are moving around

If your holograms don't look right (for example, they're jittery or shaky, or you see black patches on top of them), try one of these fixes:

  • Clean your device visor and make sure nothing is blocking the sensors.
  • Make sure that you're in a well-lit room that does not have a lot of direct sunlight.
  • Try walking around and gazing at your surroundings so that HoloLens can scan them more completely.
  • If there are a lot of holograms, try removing some.

If you're still having problems, try running the Calibration app. This app calibrates your HoloLens just for you to help keep your holograms looking their best. To do that, go to Settings > System. Under Calibration, select Run eye calibration.

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"Finding your space" message

When HoloLens is learning or loading a space, you may see a brief message that says "Finding your space." If this message displays for more than a few seconds, another message can be found under the Start menu that says "Still looking for your space."

These messages mean that HoloLens is having trouble mapping your space. When that happens, you can open apps, but you can't place holograms in your environment.

If you see these messages often, try one or more of the following fixes:

  • Make sure that you're in a well-lit room that does not have a lot of direct sunlight.
  • Make sure that your device visor is clean. Learn how to clean your visor.
  • Make sure that you have a strong Wi-Fi signal. If you enter a new environment that has no Wi-Fi or a weak Wi-Fi signal, HoloLens can't find your space. Check your Wi-Fi connection by going to Settings > Network & Internet > Wi-Fi.
  • Try moving more slowly.

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Expected holograms aren't showing in my space

If you don't see the holograms that you placed, or if you're seeing some that you don't expect, try one or more of the following fixes:

  • Turn on some lights. HoloLens works best in a well-lit space.

  • Remove holograms that you don't need by going to Settings > System > Holograms > Remove nearby holograms. Or, if needed, select Remove all holograms.

    Note

    If the layout or lighting in your space changes significantly, your device might have trouble identifying your space and showing your holograms.

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Can't place holograms or see previously placed holograms

If HoloLens can't map or load your space, it enters Limited mode. When that happens, you can't place holograms or see holograms that were placed previously. Here are some things to try:

  • Make sure that there's enough light in your environment so HoloLens can see and map the space.
  • Stand between one and 3 meters from where you're trying to place the hologram.
  • Don't place holograms on black or reflective surfaces.
  • Make sure that you're connected to a Wi-Fi network. If you're not connected to Wi-Fi, HoloLens can't identify and load a known space.
  • Walk around the rooms so HoloLens can rescan your surroundings. To see what was already scanned, air tap to reveal the mapping mesh graphic.
  • If you need to create a new space, connect to Wi-Fi, then restart your HoloLens.

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Holograms disappear or are encased in other holograms or objects

If you get too close to a hologram, it temporarily disappears—to restore the hologram, just move away from it. Also, if several holograms are placed close together, some may disappear. Try removing a few.

Holograms can also be blocked or encased by other holograms or by objects such as walls. If that happens, try one of the following fixes:

  • If the hologram is encased in another hologram, move the encased hologram to another location. To do that, select Adjust, then tap and hold to position it.
  • If the hologram is encased in a wall, select Adjust, then walk toward the wall until the hologram appears. Tap and hold, then pull the hologram forward and out of the wall.
  • If you can't move the hologram by using gestures, use your voice to remove it. Gaze at the hologram, then say "Remove." Then reopen the hologram and place it in a new location.

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Holograms are appearing on the other side of a wall

If you're very close to a wall, or if the wall wasn't scanned HoloLens yet, you can see holograms that are in the next room. To scan the wall, stand between one and 3 meters from the wall and gaze at it.

A black or reflective object (for example, a black couch or a stainless steel refrigerator) near the wall may cause problems when HoloLens tries to scan the wall. If there is such an object, scan the other side of the wall.

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After placing a hologram on a wall, it seems to float

A hologram that you place on a wall typically appears to be an inch or so away from the wall. If it appears to be farther away, try one or more of the following fixes:

  • When you place a hologram on a wall, stand between one and 3 meters from the wall and face the wall straight on.
  • Air tap the wall to reveal the mapping mesh graphic. Make sure that the mesh aligns with the wall. If it doesn't, remove the hologram, rescan the wall, and then try again.
  • If the issue persists, run the Calibration app. You find it in Settings > System.

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Apps appear too close after moving them

Try walking around and looking at the area where you're placing the app so that HoloLens scans the area from different angles. Cleaning your device visor may also help.

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Reporting issues with unstable or inexact holograms

  1. Record and a Mixed Reality Capture video of the issue. This video can be later uploaded through Feedback Hub as an attached file.
  2. Enable full telemetry via the Settings app -> Privacy -> Diagnostics & feedback and under Optional diagnostics data ensure the toggle is set to On
  3. Get the latest hologram scale and stability fixes by updating to the latest Windows Holographic OS, (20H2 or higher). After updating perform the following:
    1. Remove all Holograms via Settings app -> System -> Holograms -> then select Remove all holograms and start with a fresh map.
    2. Create a new map of your space by wearing the HoloLens and walking around your room and looking at all areas and surfaces in the space. Do that for 2-3 minutes.
    3. Perform IPD calibration. Go to Settings > System. Under Calibration, select Run eye calibration.
    4. Retest the scenario and see if it still persists.
  4. If updating does not fix the issue, file a Feedback Hub issue. After feedback is filed, you can use the Share button, to create an easy to share link that can be sent when contacting support.

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