T5 Support

Troubleshooting

Group of people using the Tilt Five system
Need Tech Support

If you need help with the Tilt Five hardware or technical issues see below for answers to common problems.

Tilt Five System Setup

You've received your Tilt Five®? Great! Head to our Get Started page to download the drivers and to help you set it up!

Tilt Five game board
have questions?

Still looking for answers? Check some of our most frequently asked questions on our FAQ page.

If you are a developer, check out our Developer FAQs


You've received your Tilt Five®? Great! Head to our Get Started page to download the drivers and to help you set it up!

Need Help? Email support@tiltfive.com or use the HELP chat on our website. We're here to help!

Contact Us

Still looking for answers?
Check some of our most frequently asked questions.

Learn More

Glasses

If you are experiencing issues with the glasses, please see the topics below for troubleshooting suggestions:

Glasses Not Recognized

If the Tilt Five® glasses are plugged into your PC’s USB port, and you’ve launched a Tilt Five supported experience, but you are not seeing any projected images when looking at the Gameboard, please see the topics below for troubleshooting suggestions:

Verify you have the latest Tilt Five drivers installed

The latest Tilt Five Drivers can be found and downloaded from tiltfive.com/downloads. If you do have the latest drivers please reinstalling them.

Verify your Glasses show up as Ready (standby) in the Tilt Five Control Panel

Open the Tilt Five Control Panel. It can be found by typing "Tilt Five" into your Windows Search bar.

If you cannot locate the Tilt Five Control Panel with these steps, you may be missing the Tilt Five Drivers. The latest Tilt Five Drivers can be found and downloaded from tiltfive.com/downloads.

If the Tilt Five® Glasses are ready for use, it will show up in the Control Panel like so:

If your Tilt Five® Glasses still do not show up in the Tilt Five Control Panel, you may be having USB connection issues.

Check if the USB Cable is fully plugged in to Glasses  

Make sure the USB cable is plugged into the glasses all the way. To ensure your cable is plugged in properly to your Glasses, there are guides located at the top and bottom of the cable to direct it. The connection is designed to be tight because you'll be moving your head while wearing the glasses and we don't want them to disconnect.

Push on that curved edge of the USB cable until it is flush with the frame and there is no space between the cable and the USB-C port on the glasses.You’ll feel it firmly click into place and then your glasses should show as “Ready (standby)” in the Tilt Five Control Panel. 

Below is a picture showing the glasses NOT fully plugged in for your reference.

If you've tried all of the steps above and you still need further assistance, please email support@tiltfive.com and provide diagnostic logs from the Tilt Five Control Panel app. Even though the glasses are not connected or displaying, the logs may still provide insight into the underlying issue insight into the issue.  Click this link for instructions to capture logs.

Glasses are Warm

For some users the glasses may feel warm. 

Please make sure you are using our latest drivers available at tiltfive.com/downloads. Our dev team is working on multiple ways to help optimize cooling via software updates along with adding other system features. This includes upcoming projector sleep mode improvements and glasses multi-core processor support to help reduce heat.

The glasses can operate at high temperatures without overheating. For overheating glasses one or both of the projectors can shut off and stop displaying either for a few seconds or longer until they cool off. If this is happening, or if you think your glasses are getting unreasonably warm, please email diagnostic logs from the Tilt Five Control Panel app to support@tiltfive.com. These logs will help identify if there are any issues. Click this link for instructions to capture logs.

Fan Noise

The fans in the Tilt Five glasses start running as soon as the glasses are plugged in and will make some amount of whirring noise, this is normal and is necessary to maintain a good operating temperature of the glasses during use. 

Our dev team is always looking for additional ways to optimize cooling via software where possible along with adding other system features. This includes upcoming projector sleep mode improvements and multi-core processing support to help reduce heat in the glasses.

If you feel the fan is too loud or it is emitting a high pitched buzzing, please email a video recording of the fan noise to support@tiltfive.com. We can review if the fan is louder than normal and provide assistance.

USB Cable Too Short

We currently do not sell longer cables at this time but it is something we are considering for the future.

If you are eager to have additional cable length, we recommend using one of the following USB extension cables or USB hubs (which include an extension cable). We have tested these internally and can confirm they work on a variety of Windows based PCs. Your experiences may vary depending on the make & model of PC you are using.  Please note that you may have to also use the USB C-to-A adapter that came with your kit to use these solutions:

USB Extension Cables:‍‍

  • Coming Soon!

USB Hubs:

Members of the Tilt Five Community are listing USB cables and hubs that they have been able to use on our Discord. You are also welcome to try these solutions but you may encounter hardware compatibility issues.

A word of caution if you are buying third-party USB cables to replace the one that comes with the Tilt Five glasses. Typical USB cables will not be molded to fit or seat properly into the Tilt Five glasses and may unexpectedly disconnect from the glasses during use. Note also that we have discovered many USB cables marked as being USB 3.0/3.1 on retail websites like Amazon.com do not actually meet the minimum specifications of either USB C or USB 3.0 for data bandwidth or power transmission –  both necessary for the Tilt Five glasses to function.

If you are successfully using an extension cable or hub not listed here, we would like to  hear about it. Please email support@tiltfive.com with the make the and model or a link to where the cable may be purchased. Our hardware team frequently conducts compatibility testing of commercially available USB cables on different PC hardware. This will help us update our list with more cable and hub options for the Tilt Five community.

WAND

If you are experiencing issues with the Tilt Five® Wand controller, please see the topics below for troubleshooting suggestions:

Wand LED States

The Tilt Five Wand Controller has an LED light that will show its connection status. See below for the meaning of the different LED indicators. 

LED off/not flashing

  • The wand is in standby, press the T5 Button for about 1 second to wake it up. If the LED doesn’t turn on then try replacing the batteries.

LED flashing blue

  • The wand is connected and paired with a pair of Tilt Five glasses

LED flashing red

  • The wand is paired with a set of glasses and is trying to connect. If the glasses show as “ready” in the Tilt Five Control Panel and the LED is still flashing red, then try replacing the batteries.

LED solid blue

  • The wand is ready to be paired. Enter the pairing code shown in the Tilt Five Control Panel to pair the wand with the glasses. If you take longer than 30 seconds to enter the pairing code then the wand will go back into standby mode and you’ll have to restart the pairing process.
Powering Wand On and Off

Power On

Press the T5 Button for about 1 second to wake it up. If the LED doesn’t turn on then try replacing the batteries.

Power Off

Hold the T5 Button for about 5 seconds until the LED turns solid red and then release. 

My Wand is not Paired to my Glasses

Your wand comes pre-paired with your glasses in the factory. But, if for some reason, the pair was broken, follow the instructions below:

  1. Open the Tilt Five® Control Panel on your PC
  2. Click on "Glasses" in the Tilt Five Control Panel
  3. Click on the orange circle with the + symbol in the bottom right and select the “Pair Wand” troubleshooting guide
  4. Follow the troubleshooting directions in the control panel

Your wand LED will flash blue to indicate it has successfully paired.

Also, a flashing red LED means the wand is paired with a set of glasses and is trying to connect. If the glasses show as “ready” in the Tilt Five Control Panel and the LED is still flashing red, try replacing the batteries.

Please email support@tiltfive.com if you need further assistance with wand pairing.

Drivers & Control Panel

How to Record Logs in the Tilt Five Control Panel

To better assist you with some technical issues, Tilt Five may request that you provide a diagnostics log from your Tilt Five Control Panel. This log is recorded only when you enable it and, when shared with Tilt Five, will help our technical support team analyze the performance of your Tilt Five hardware.

Please ensure you have updated to the latest drivers available at tiltfive.com/downloads. You can provide diagnostic logs from the Tilt Five Control Panel app by following the steps below:

  1. On the Tilt Five Control Panel app, select the Menu button in the upper left,
  2. Select the option for Settings
  3. Under Diagnostics turn on Enhanced Logging 
  4. Connect the Tilt Five Glasses as normal and run some software until you encounter the issue you are reporting again. Then please capture at least an additional 20 seconds of logs. Even if your glasses are not showing up in the Tilt Five Control Panel or if they are not displaying anything, the logs still capture valuable information that can help us. 
  5. Under Diagnostics select Save log package and make a note of the file location
  6. Attach the log file in an email to support@tiltfive.com
  7. Under Diagnostics turn off Enhanced Logging 

As soon as we receive a copy of your logs we can have someone from the dev team take a look, to hopefully provide some insight into the issue. Please note it may take a few business days for us to get back to you, thanks in advance for your patience!

audio

Not Hearing Audio through the Glasses

When you plug in your Tilt Five to a Windows PC it will often become the default sound output device, similar to when you plug in a set of headphones. The screenshot below shows the what it looks like in Windows when the Tilt Five glasses are selected as the audio output device. If you’re not hearing audio you may need to select the Tilt Five glasses as your audio output device.

If you’re not hearing any audio or the volume is low, please check the following volume settings: 

In Windows: Adjust the System volume in the Windows Volume Mixer. This can be found in either of the following locations: 

  • The System Tray on the bottom right or your Windows Taskbar
  • Use the Start Menu to navigate to Settings > System > Sound > Volume mixer 

In Software: Most software will have it’s own sound settings, usually in an options or settings menu, that may be set too high or too low by default that you can adjust.

Audio Crackles

Please note that the audio crackles could be impacted by your Windows sound settings. 

 In addition to the System volume in the Windows Volume Mixer found at Settings > System > Sound > Volume mixer, games, and other software can have their own sound settings that may be set too high or too low that you can adjust.

There are also Windows-level sound controls for Windows audio devices that you can also adjust for each device speaker. Go to Settings > System > Sound and select the Tilt Five Headset Audio device to see its volume controls for each audio channel as pictured below from Windows 11. Lowering the volume on the right or left speaker may help with the audio crackling issue.

 

Please email support@tiltfive.com if the above steps do not resolve the audio crackling issue and you need further assistance.

GAMEBOARD

Setting up the Gameboard

Remove the Gameboard from the plastic sleeve. Then slowly remove the thin protective film from the retroreflective surface of the Gameboard prior to use.

Some Gameboards may smell like freshly printed ink once unpacked. That smell will dissipate quickly and is non-toxic.

Cleaning Instructions

Most marks and blemishes can be easily cleaned off the gameboard. Here are a couple of ways to do that:

  • Do not apply pressure or scrub the gameboard to clean it.
  • Spray a bit of a window cleaner onto a soft cloth or a microfiber cloth and very gently wipe any spots or blemishes on the gameboard.
  • Lightly dampen a melamine foam sponge like a Magic Eraser with water or window cleaner and lightly wipe with very gentle pressure on the surface of any problem gameboard areas to clean them. 

Please note there may be visible splotches on the gameboard until the water or window cleaner fully evaporates.

Have more questions?

Our team is here to help

Thank you for your message! We will get back to you shortly.
Oops! Something went wrong while submitting the form.