HoloLens and holograms: FAQ

Here are some answers to questions you might have about using HoloLens, placing holograms, working with spaces, and more.

Any time you're having problems, make sure HoloLens is charged up. Try restarting it to see if that fixes things. And please use the Feedback app to send us info about the issue—you'll find it on the Start menu.

For tips about wearing your HoloLens, see HoloLens fit and comfort: FAQ.

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My holograms don’t look right or are moving around.

If your holograms don’t look right (for example, they’re jittery or shaky, or you see black patches on top of them), try one of these fixes:

• Clean your device visor and make sure nothing is blocking the sensors.
  
• Make sure you’re in a well-lit room without a lot of direct sunlight.
  
• Try walking around and gazing at your surroundings so HoloLens can scan them more completely.
• If you’ve placed a lot of holograms, try removing some.

If you're still having problems, run the HoloLens device utility apps to make sure your device is properly adjusted. 

• Calibration app. Try this one first. It calibrates your HoloLens just for you, to help keep your holograms looking their best. Go to Settings  > System > Utilities. Under Calibration, select Open Calibration.
• Sensor Tuning app. If you’ve run the Calibration app and you’re still having trouble, use the Sensor Tuning app to tune your device sensors. Go to Settings  > System > Utilities. Under Sensor tuning, select Open Sensor Tuning.
  

I see messages that say “Trying to map your surroundings” and “Use in limited mode.”

When HoloLens is learning or loading a space, you might see a brief message that says “Trying to map your surroundings.” If this message continues for more than a few seconds, or you see a Use in limited mode button, it means HoloLens is having trouble mapping the space.

If you use HoloLens in limited mode, you’ll be able to open apps but you won’t be able to place holograms in your environment. Once HoloLens can map your space again, you’ll be able to return to normal mode.

If you see these messages often, try the following:

• Make sure you’re in a well-lit room without a lot of direct sunlight.
  
• Make sure your device visor is clean. Learn how.
  
• Make sure you have a strong Wi-Fi signal. If you enter a new environment that has no Wi-Fi or a weak signal, HoloLens won’t be able to create a space for it. If you’re in a space you’ve already saved and are having problems with Wi-Fi, load the space manually by going to Settings  > System > Spaces.
  
• If you move around too quickly, HoloLens might enter limited mode. Try moving more slowly.
  
• If you’ve still having problems, run the Sensor Tuning app. Go to Settings  > System > Utilities. Under Sensor tuning, select Open Sensor Tuning. 

I’m not seeing the holograms I expect to see in my space.

If you don’t see holograms you placed, or you’re seeing some you don’t expect, try the following:

• If your HoloLens is in limited mode, try turning on some lights. If that doesn’t help, use the Sensor Tuning app to tune the device sensors. Go to Settings  > System > Utilities. Under Sensor tuning, select Open Sensor Tuning.
  
• Make sure the right space is loaded in Settings  > System > Spaces. If it isn’t, select the correct space and then select Load.
  
• If the correct space is loaded and you’re still having problems, you might need to delete the space and recreate it. This will remove all holograms for the space. (Apps won’t be removed, but their data for the space will be deleted.) Go to Settings  > System > Spaces and select the space. Then select Remove > Remove and restart your HoloLens—it will recreate the space. 
  
  Note

  If the layout or lighting in your space changes significantly, your device might have trouble identifying and loading the space. 

My HoloLens can’t create a new space.

The most likely problem is that you’re running low on storage space. Do one or more of the following to free up space, then try again:

• Delete unused spaces. Go to Settings  > System > Spaces, select a space you no longer need, and then select Remove.
  
• Remove some of the holograms you’ve placed, or remove some saved data from within apps. How do I find my data?
• Delete some pictures and videos in the Photos app. This will also delete them from OneDrive.
  
• Uninstall some apps from your HoloLens. In the All apps list, tap and hold the app you want to uninstall and then select Uninstall. (This will also delete any of that app’s data from the device.) 
  

I can’t place holograms where I want.

Here are some things to try if you're having trouble placing holograms:

• Stand about 1 to 3 meters from where you’re trying to place the hologram.
• Don’t place holograms on black or reflective surfaces.
  
• Make sure you’re in a well-lit room without a lot of direct sunlight.
• Walk around the rooms so HoloLens can rescan your surroundings. To see what's already been scanned, air tap to reveal the mapping mesh graphic.
  
• Use the Sensor Tuning app to tune your device sensors. Go to Settings  > System > Utilities. Under Sensor tuning, select Open Sensor Tuning. 
  

My HoloLens can’t tell what space I’m in.

If HoloLens can’t automatically identify and load the space you’re in, make sure you have a strong Wi-Fi signal, there’s plenty of light in the room, and there haven’t been any major changes to your surroundings. To load a space manually or manage your spaces, go to Settings  > System > Spaces. 

Holograms disappear or are encased in other holograms or objects.

If you get too close to a hologram, it will temporarily disappear—just move away from it. Also, if you’ve placed a lot of holograms close together, some may disappear. Try removing a few.

Holograms can also be blocked or encased by other holograms or by objects such as walls. If this happens, try one of the following:

• If the hologram is encased in another hologram, move it to another location: select Adjust, then tap and hold to position it.
  
• If the hologram is encased in a wall, select Adjust, then walk toward the wall until the hologram appears. Tap and hold, then pull the hologram forward and out of the wall.
  
• If you can’t move the hologram with gestures, use your voice to remove it. Gaze at the hologram, then say “Remove.” Then reopen it and place it in a new location. 
  

I can see holograms that are on the other side of a wall.

If you’re very close to a wall, or if HoloLens hasn’t scanned the wall yet, you’ll be able to see holograms that are in the next room. Stand 1 to 3 meters from the wall and gaze to scan it.

If HoloLens has problems scanning the wall, it might be because there’s a black or reflective object nearby (for example, a black couch or a stainless steel refrigerator). If there is, scan the other side of the wall. 

When I place a hologram on a wall, it seems to float.

Holograms placed on walls will appear to be an inch or so away from the wall. If they appear farther away, try the following:

• Stand 1 to 3 meters from the wall when you place a hologram and face the wall straight on.
  
• Air tap the wall to reveal the mapping mesh graphic. Make sure the mesh is lined up with the wall. If it isn’t, remove the hologram, rescan the wall, and try again.
  
• If the issue persists, run the Calibration app. If that doesn’t help, run the Sensor Tuning app. You’ll find both in Settings  > System > Utilities. 
  

Apps move toward me when I’m trying to place them.

Try walking around and looking at the area where you’re placing the app so HoloLens will scan it from different angles. Cleaning your device visor may also help.

I’m getting a “low disk space” error.

Free up some storage space by doing one or more of the following:

• Delete unused spaces. Go to Settings  > System > Spaces. Select a space you no longer need, then select Remove.
  
• Remove some of the holograms you’ve placed, or remove some saved data from within apps. How do I find my data?
  
• Delete some pictures and videos in the Photos app. This will also delete them from OneDrive.
  
• Uninstall some apps from your HoloLens. In the All apps list, tap and hold the app you want to uninstall, then select Uninstall. (This will also delete any of the app’s data that’s stored on the device.) 
  

HoloLens doesn’t respond to my gestures.

To make sure HoloLens can see your gestures, keep your hand in the gesture frame, which extends a couple of feet on either side of you. HoloLens can also best see your hand when you hold it about 18 inches in front of your body (though you don’t have to be precise about this). When HoloLens can see your hand, the cursor will change from a dot to a ring. Learn more about using gestures. 

HoloLens doesn't respond to my voice.

If Cortana isn’t responding to your voice, make sure Cortana is on. In the All apps list, select Cortana

 > Menu  > Notebook

 > Settings  to make changes. To learn more about what you can say, see Use your voice with HoloLens. 

I’m having problems pairing or using a Bluetooth device.

If you’re having problems pairing a Bluetooth device, try the following:

• Go to Settings  > Devices and make sure Bluetooth is turned on. If it is, try turning if off and on again.
  
• Make sure your Bluetooth device is fully charged or has fresh batteries.
  
• If you still can’t connect, restart your HoloLens.
  

If you’re having trouble using a Bluetooth device, make sure it’s a supported device. Supported devices include:

• English-language QWERTY Bluetooth keyboards, which can be used anywhere you use the holographic keyboard.
• Bluetooth mice.
  
• The HoloLens clicker. 
  

Other Bluetooth HID and GATT devices can be paired, but they might require a companion app from the Windows Store to work with HoloLens.

HoloLens doesn’t support Bluetooth audio profiles. Bluetooth audio devices, such as speakers and headsets, may appear as available in HoloLens settings, but they aren’t supported.

I’m having problems with the HoloLens clicker.

Use the clicker to select, scroll, move, and resize holograms. Additional clicker gestures may vary from app to app.

If you’re having trouble using the clicker, make sure it’s charged and paired with your HoloLens. If the battery is low, the indicator light will blink amber. To see if it’s paired, go to Settings  > Devices and see if it shows up there. Pair the clicker.

If the clicker is charged and paired and you’re still having problems, reset it by holding down the main button and the pairing button for 15 seconds. Then pair the clicker with your HoloLens again.

If that doesn't help, see Restart or recover the HoloLens clicker.

I can’t connect to Wi-Fi.

Here are some things to try if you can’t connect to Wi-Fi on HoloLens:

• Make sure Wi-Fi is turned on. Bloom to go to Start, then select Settings  > Network & Internet > Wi-Fi to check. If Wi-Fi is on, try turning it off and on again.
  
• Move closer to the router or access point.
  
• Restart your Wi-Fi router, then restart HoloLens. Try connecting again.
  
• If none of these things work, check to make sure your router is using the latest firmware. You can find this information on the manufacturer’s website. 

My HoloLens isn’t running well, is unresponsive, or won’t start.

If your device isn’t performing properly, see Restart, reset, or recover HoloLens.

What’s the difference between the Calibration app and the Sensor Tuning app?

The Calibration app calibrates your device specifically for you, which helps make your holograms look their best. The Sensor Tuning app calibrates your device sensors.

In many troubleshooting situations, you should try the Calibration app first, and if that doesn’t solve the problem, run Sensor Tuning. For details about specific problems, see the other questions and answers in this FAQ.

I ran the Sensor Tuning app, and it didn’t fix the problem.

You may need to run the Sensor Tuning app more than once, depending on how much tuning your device needs and the environment you run it in.

To get the best tuning results:

• Run Sensor Tuning in a room with sufficient (but not overly bright) lighting and lots of furniture, stuff on the walls, objects on the tables and counters, and so on. These contrasts and patterns help HoloLens map the room effectively.
  
• Avoid spaces with mirrors, spotlights, bright sunlight, or lots of moving objects or people. 
  

If you continue to have problems with Sensor Tuning, try closing or opening curtains or other window coverings in the environment or try running the app at a different time of day.