Support Center
From powering your headset to cleaning your tablet screen, our Quick Start Guide and training videos will provide you with all the information you need to get the best results from your Mynd Immersive devices.
Quick Start Guide - Mynd+ on the Elite
This guide will help you set up your Mynd devices and launch immersive videos and apps.
Click the button below to download the Quick Start Guide:
Additional Support Materials:
Frequently Asked Questions
We highly recommend using fully charged equipment for the best experience. The tablets will experience functional degradation if the battery goes under 20%. The external battery pack will power the headset until it runs out but we recommend charging at 50% to preserve the battery's useful life.
The cords you have should light up at each end when properly plugged in.
The external battery pack will keep the headset charged. Therefore, you typically won’t need to charge the headset. However, if the equipment has not been used for multiple days, it is best practice to leave the headset plugged into the 100W charging brick for 5-10 minutes to allow it to charge before use.
No – Mynd+ requires an internet connection for the tablet and headset to communicate. If you need to use your system in offline mode, please contact Mynd Technical support about switching to Mynd Essentials.
We recommend a minimum bandwidth requirement of 20 Mbps download speeds, however there are other factors that can also contribute to network deterioration such as congestion, latency and distance from the router.
We strongly discourage the use of cellular hotspots. This method will not allow the system to operate appropriately. If you need a hotspot, we have approved devices you can purchase from us.
Yes – simply leave the password section blank, select the network and confirm.
Yes, Mynd+ on the Elite is designed so that one tablet can control up to five headsets, however we strongly recommend using in a one-on-one setting where possible because the multi-headset feature can take significantly longer to pair / setup (see below).
Restart both devices (see below). If the headset fails to connect after restarting, please contact Mynd Technical Support or attempt some of the troubleshooting tips below.
We recommend where possible using just one Mynd+ tablet at once. However, if you do have multiple Mynd+ tablets on the same network at the same time, please use the ‘manage headsets’ button to manage control of specific headsets for specific tablets. (see below)
This button opens a window where users can view all other local headsets and tablets. Users can select and transfer control over available headsets from other tablets. We designed this feature so users have an option should they absolutely need it. However, it can sometimes be slow and time-consuming to manage, depending on the network.
Typically, once both devices are powered on and showing their respective landing pages, your first headset will show up on the tablet screen in under 30 seconds. For subsequent headset connections, the connection time can be progressively longer with connection taking between 30 seconds to 2 minutes, meaning that it can take up to 7-8 minutes for all 5 headsets to connect. We are working on a fix to speed this up so please stay tuned for updates!
The small circular button above the left eye of the glasses is the restart button. To restart the glasses, hold this button down for about 2 seconds then select restart.
The power button is the smaller button next to the volume control on the upper right of the tablet. Hold the power button down for 3 seconds and a popup window will appear with several options including power down or restart. Press the Restart button.
It is best practice to make sure other tablets are completely powered off when not in use. If left on, the tablet will go to sleep, and it may appear as though it is off, however it could still interfere with connections between other equipment. Tapping the power button will tell you if the tablet is asleep or off.
The headset will temporarily disconnect from the tablet when switching apps. Typically, the connection will come back automatically. If the connection doesn’t come back, make sure the glasses are on and check the charge of the battery pack and the tablet. If it still hasn’t connected, then restart the equipment.
- Check to see if the headset is in the Mynd launcher (you should be at a beach with a puppy icon saying, ‘waiting for tablet’.
- If it is not launcher the Mynd Launcher from the headset by selecting the library and tapping the Mynd Launcher app If it is, exit the Mynd Launcher by tapping the headset power button, a pop up will appear with several setting options.
- Check to see if the headset is connected to the internet. The Wi-Fi logo on the bottom left of the pop up should have three clear white lines.
- If instead of three clear white lines, there is a there is a no connection logo (ie the Wi-Fi logo has a check mark through it) try moving closer to the router and/or re-starting the tablet to re-establish an internet connection.
- If connected, exit the Mynd Launcher by selecting ‘return to library’.
- Once in the Vive Library launch any of the other Mynd Applications directly from the library (Mynd Explorer, Immersive Videos, Butterflies or Mynd Stream). The new application should trigger a connection between the headset and the tablet.
This button can be used to re-center the view in the glasses. This is particularly helpful if the headset was powered up while the user had the headset placed at an angle. The re-orient button will shift the view so that the center of focus is aligned with the user's head position.
The ‘mirror screen’ on the tablet displays what the user is seeing in the headset. You can tap and drag the mirror screen to control the view in the glasses. This can be helpful when trying to orient a user who might be lying down or viewing the content from an unusual angle. Tapping the small padlock button will lock/unlock this feature.
The system has been put into ‘hand-tracking mode (See below), meaning in most instances the handheld controllers are not required. However some users prefer to use controllers, and they have the option of doing so.
Hand-tracking allows the user to point, grab, pick, swipe and scroll in VR just as they would in the real world. It may take a few tries to get the hang of it, but it is typically preferred to using the remote. To ensure you have hands tracking enabled, you can tap the restart button (mentioned above). Once the home page comes up, move your hands in front of the glasses and see your blue hands. If there are no hands, please contact Mynd Technical Support.
Pinch your fingers to select something and pinch your fingers move up or down to scroll? When the system first reads your hands, you will want to make sure you have at least a foot of space behind your hands.
The hand tracking works best if your hands are 12 inches in front of your chest and at eye level. When using hand tracking move your hands slowly so the cameras can track them accurately. Also make sure there are no smudges or fingerprints on the headset's front lenses.
If you have a hand brace or any sort of item that will block the visual of your hands, then it will not be able to track them.
Reach your hands in front of you and you should then see two blue hands. Reach out to grab the net that is in front of you. It is very important to keep your hands in front of the glasses as the camera sensors must be able to see your hands. It is also best not to move your hands too quickly. These constraints might seem challenging to start, but slow things down and you’ll quickly get the hang of it!
The application forces you to switch hands. This can be confusing if you aren’t aware of it switching. Each sequence is set to a default of 6 butterflies. If the left-hand sequence concludes and changes to a right sequence to a right-hand sequence, the hands will change.
This can happen if the application is launched while the headset is pointed upwards (ie if it`'s resting on top of a user's head). Simply exit the application and restart with the headset placed on the user’s face.
These are Diopters: There are two diopters each numbered 0-6 that encompass the eyes of the glasses. You can adjust vision settings by rotating these diopters. 0 is the default view. If you wear these over your prescription glasses, you will likely find the clearest view at 0. If you’d like to remove your prescription glasses, then you can adjust the diopters to a comfortable setting.
Tap the power button above the left eye once. Select settings and then toggle the volume left and right.
We recommend using the built in microphone in the headset, however if you are trying to limit any external sound/noise you can connect Bluetooth headphones to the headset. To do this, we recommend calling Mynd Technical support who can walk you through how to access the Headset Bluetooth settings.
To power down the headset hold the power button above the left eye for two seconds then select the ‘Shutdown’ option.
The headsets will go into sleep mode when the face-sensor on the front of the device is not activated, however we still recommend powering down and unplugging the battery when not in use. DO NOT leave the upside down as there is a risk this will block the vent on the top of the headset.
Yes – we will release regular content and software updates monthly. Typically, these updates will happen whenever the system is powered on and connected to the internet, and for that reason you may not even notice them. For larger updates that may take some time to download we will send a communication out ahead of time so that the download doesn’t interrupt your regular use of the system.
This can occur if the Wi-Fi has an interruption. Use either your hand or the controller and select the tile labeled “Mynd Launcher”. This will put it back into the Mynd Immersive software.
This likely means the Headset's internal battery is low. Plug the Headset into the the 100W charging brick for 5-10 minutes to allow it to charge before use.
Your tablet's battery is low. Plug it into the charging block and let it charge for at least 1 hour. When the tablet powers up, you can see the battery percentage in the upper right-hand corner. If the tablet is off, the percentage will display when you first plug in the cable. If you do not see the battery charge on the tablet when plugged in, ensure you are using the charging cable supplied with your system. Regular cables may not work!
There will typically be a brief, delay between the headset and the preview on the tablet (less than half a second delay). If you are experiencing lag times greater than this, your network is likely congested, or your Wi-Fi signal is weak. Move closer to your router if possible and restart both devices. Remember the tablet is a “monitor” - the user in the headset is seeing a clear uninterrupted display.
Commands from the tablet usually take 2-3 seconds to activate. If you experience longer lag times, it is likely due to network congestion or a weak Wi-Fi signal. Move closer to the router and/or restart both devices.
You may have inadvertently swiped on the homepage. Place your finger on the screen and swipe to the right until you see the page with the Mynd Immersive icon. If this does not work, you can find the applications listed alphabetically by placing your finger in the middle of the tablet and then swiping up.
You can ignore this warning. It will disappear after 3 seconds. We do not use any google services on the tablet.
Switch to a different app, unplug the battery cable for 2 seconds and plug it back in. Ensure the USB drive is securely attached. Switch back to the Mynd Immersive viewer and you should see video thumbnails.