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7 Posts

05-19-2018

PT

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Lenovo Explorer Right controller Lost Tracking

2018-05-19, 16:54 PM

Hi,

My new Explorer if working good, both controllers are paired correclty.

However, the right controller is dimly lit and it shows "Lost tracking" in the WMR Portal.

In the portal and other apps it is on the virtual floor.

I have reset it , factory reset it, removed it, rejoined it, and it always pairs well.

However when the headset is connected, the left one tracks and the right one is on the floor.

I changed batteries, reset the PC, tried on another PC and it is always the same.

Funny thing is that the buttons are working. Just the tracking does nto work.

Now I am thinking maybe there is a problem with the headset...

Please let me know if anyone has a resolution or this is RMA...

Thank you!!!

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219 Posts

11-28-2017

CN

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Re: Lenovo Explorer Right controller Lost Tracking

2018-05-22, 6:06 AM
Hi,
It sounds as though you may have a faulty controller.
I suggest you reach out to our customer service line:
https://smartsupport.lenovo.com/pt/en/products/smart/arvr/lenovo-explorer/g0a2

They may be able to better help you diagnose the problem, and resolve any hardware issues.

Thanks for being a part of our community!
G_Wilson
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7 Posts

05-19-2018

PT

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Re: Lenovo Explorer Right controller Lost Tracking

2018-05-22, 13:48 PM
Thanks, but even though the serial number is correct and validated as Lenovo Explorer, there is no support contact information for Portugal. The product was bought from Amazon.com (US).
Please could you send me any kind of contact information for your Portuguese service center. Thank you!
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219 Posts

11-28-2017

CN

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  • Message 4 of 9

Re: Lenovo Explorer Right controller Lost Tracking

2018-05-24, 4:56 AM
Hello,

Sorry about this. I will inquire and try to get you a contact number.

In the meantime, could you possibly answer a a few follow up questions:

1. What happens when you put in the serial number for the device into the support page, are you redirected to the US support page?

2. Was the Lenovo Explorer shipped from within Portugal, or was it shipped from the US? Unfortunately, the Explorer is not under international warranty service, so if it was technically purchased in the US, the warranty might only apply to Lenovo facilities in the US. Portuguese customer service might redirect you to US customer service, where your warranty is held.

sorry for any inconvenience, and I hope to get the customer service number to you as quickly as possible.
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7 Posts

05-19-2018

PT

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  • Posts: 7
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  • Message 5 of 9

Re: Lenovo Explorer Right controller Lost Tracking

2018-05-24, 20:24 PM

Thank you, please let me know if I can purchase a separate controller then.

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7 Posts

05-19-2018

PT

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  • Message 6 of 9

Re: Lenovo Explorer Right controller Lost Tracking

2018-05-25, 22:48 PM

Does Lenovo Explorer have IWS International Warranty?

 I am trying to put the serial number in the IWS check on Lenovo site but it gives me this response:

"Sorry no products could be found that match your query..."

When I try to register my Explorer in My Products on the Lenovo site it recognizes the serial number and it ads Explorer as a product.

Afterwards it asks for the serial number again and when I enter it it says it is invalid :)

I still cannot get into touch with any support email address.

This is all pretty incredible!

 

Admin note; post merged in, subject edited.

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9448 Posts

09-04-2014

SK

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  • Message 7 of 9

Re: Lenovo Explorer Right controller Lost Tracking

2018-05-26, 7:36 AM

Hello mk221,

 

As G_Wilson stated the Explorer doesn't have IWS entitlement.  Support for the Explorer, in Portugal, is provided by Ename. I search for a service provider.

 

 

 

 

Andy

 

English Community Administrator
Lenovo eServices

Please remember to come back and mark the post that you feel answered your question as the solution. 
Did you find a post helpfull? You can thank the member by awarding them a Thumbs Up
 

Please don't ask me questions by Personal Message; questions belong in the forums.
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219 Posts

11-28-2017

CN

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  • Message 8 of 9

Re: Lenovo Explorer Right controller Lost Tracking

2018-05-30, 4:59 AM
Hi,
I am looking to the procedure for purchasing a separate controller, and I will update this thread the moment I have an answer.

Thanks,
G_wilson
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1 Posts

03-17-2020

FR

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  • Message 9 of 9

Re:Lenovo Explorer Right controller Lost Tracking

2020-03-17, 15:55 PM

Hello,

I'm sorry to dig up the thread but have you found any answer ?

 

Best regards,

Matthieu

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