Edit

Share via

Mixed Reality Portal error messages

  • Applies to: Windows 10

This article describes how to troubleshoot Windows Mixed Reality Portal error messages.

"Something went wrong" error message, or other problem with Mixed Reality Portal

For general Windows Mixed Reality Portal issues or Something went wrong errors, first try restarting Windows Mixed Reality:

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

If restarting doesn't help, make sure that your PC recognizes your headset:

  1. Select Start.
  2. Type device manager in the Search box, and then select it from the results.
  3. Expand Mixed reality devices and make sure your headset is listed.

If your headset isn't listed in Device Manager, try the following steps:

  • Plug the headset into a different port on the PC, if available.
  • Check for and install the latest software updates from Windows Update.
  • Uninstall and reinstall Windows Mixed Reality:
    1. Disconnect both headset cables from your PC.
    2. Select Settings > Mixed reality > Uninstall.
    3. Select Settings > Devices > Bluetooth & other devices to unpair your motion controllers. Select each controller, and then select Remove device.
    4. Plug your headset back into your PC, and reinstall Windows Mixed Reality.

"Check your USB cable" error message

If you get a Check your USB cable error message:

  • Make sure your USB port is a SuperSpeed USB 3.0 port.
  • Connect your headset to a different SuperSpeed USB 3.0 USB port, if available.
  • Try removing any extenders or hubs between the headset and the computer.

"Check your display cable" error message

If you get a Check your display cable error message, try the following steps to troubleshoot the issue:

  • Make sure to connect your headset to a DisplayPort 1.2 or later, or HDMI 1.4 or later.
  • Make sure the connected port corresponds with the most advanced graphics card on your PC.
  • If you're using an adapter, make sure the adapter is 4K capable.
  • Try using a different HDMI port, if available.
  • If you have an external monitor plugged into an HDMI port, try plugging the monitor into a DisplayPort instead, and using the HDMI port for your headset.