If you encounter a problem with your Varjo product that requires help from Varjo Support team, collecting diagnostics can help to solve the issue quickly. Using Varjo Base, you can collect information about your Varjo system and send it to Varjo Support for troubleshooting. Remember to contact Varjo Support if you have sent diagnostics that were not requested by Varjo. Additionally, when sending diagnostics, we ask you to provide an email address (mandatory) and additional notes and attachments (optional) for Varjo.
Starting diagnostics collection
- Open the Support tab.
- Navigate to Troubleshooting > Diagnostics.
- Select Open.
- Follow the instructions in Varjo Base.
Diagnostics data
Diagnostics information can include the following:
| Varjo system log files | System events and error messages. |
| Computer hardware configuration | Motherboard, processor, graphics card, and memory. |
| Computer OS and installed software | Windows version, Varjo Base version, and SteamVR version (if installed). |
| Connected headset | Headset serial number and firmware version. |
| Connected peripherals | Controllers and trackers. |
| Eye camera (when enabled) | Recording of headset’s eye camera for troubleshooting eye tracking related issues. |
| Varjo Controllers (when enabled) | Recording of controllers for troubleshooting tracking and connection issues. |
You can choose to send all or only part of the diagnostic files to Varjo. You can always review and edit all diagnostic files before sending them to Varjo. Varjo Base never sends diagnostics automatically.
Automatically record Varjo inside-out tracking issues for diagnostics
You can allow Varjo Base to automatically record Varjo inside-out tracking issues. Recordings are only made if a problem is detected. If there is a problem and a recording has been made, the text Recording available for diagnostics will be displayed under Automatically record tracking issues for diagnostics in the Support tab. You have an option to choose which recordings you want to include when sending diagnostics to Varjo. Note that the recordings contain images of your environment. The recordings may contain images of all individuals and objects that are in the proximity of the headset when recording is enabled. Follow these steps to enable automatic recording of Varjo inside-out tracking issues:
- Open the Support tab.
- Navigate to Troubleshooting.
- Enable ‘Automatically record tracking issues for diagnostics’.