Everything you need to know about HoloLens™ 2

This article provides information on using and troubleshooting the HoloLens™ 2. It covers topics such as safety and care, setup, using the device, and troubleshooting common issues.

Safety and care

HoloLens 2 use and Care

Use HoloLens™ in safe surroundings

Use your HoloLens™ in a safe space, free of obstructions and tripping hazards. Don’t use it when you need a clear field of view or can't commit your full attention, such as while you’re operating a vehicle or doing other potentially hazardous activities.

Stay comfortable

Keep your first few sessions with HoloLens™ brief and be sure to take breaks. If you experience discomfort, stop and rest until you feel better. This might include temporary feelings of nausea, motion sickness, dizziness, disorientation, headache, fatigue, eye strain, or dry eyes.

See product safety warnings and instructions.


Hololens Hardware Basics

Initial Device Setup

Find apps and Install apps

To download apps, you'll need to be signed in with a Microsoft account.

  1. To open the Start menu, perform a Start gesture.
  2. Select the Microsoft Store app. After the Store app opens:
  3. Use the search bar to look for Medivis or Anatomy X applications.
  4. On the top right of the Store app, select the "..." button and then select My Library to view any previously purchased apps.
  5. Select Get or Install on the application's page.


Opening Apps

Hololens Gestures

Troubleshooting and FAQ

This article describes how to resolve several common HoloLens™ issues.


Before you start any troubleshooting procedure, make sure that your device is charged to 20 to 40 percent of battery capacity, if possible. The battery indicator lights located under the power button are a quick way to verify the battery capacity without logging into the device.

HoloLens™ is unresponsive or won't start

If your HoloLens ™won't start:

  • If the LEDs next to the power button don't light up, or only one LED briefly blinks, you may need to charge your HoloLens.

If your HoloLens™ becomes frozen or unresponsive:

  • Turn off your HoloLens™ by pressing the power button until all five of the LEDs turn themselves off, or for 15 seconds if the LEDs are unresponsive. To start your HoloLens™, press the power button again.

If these steps don't work, please contact Medivis Support at support@medivis.com.

Hand input isn't working

To ensure that HoloLens™ can see your hands, you need to keep them in the gesture frame. The Mixed Reality Home provides feedback that lets you know when your hands are tracked.

  • On HoloLens 2, a fingertip cursor appears when your hand is close to a slate, and a hand ray appears when slates are further away

Many immersive apps follow input patterns that are similar to Mixed Reality Home. Learn more about using hand input on HoloLens 2.

NOTE: If you're wearing gloves, note that some types of gloves don't work with hand tracking. A common example is black rubber gloves, which tend to absorb infrared light and aren't picked up by the depth camera. If your work involves rubber gloves, we recommend trying a lighter color such as blue or gray. Another example is large baggy gloves, which tend to obscure the shape of your hand. We recommend using gloves that are as form-fitting as possible for best results.

If your visor has fingerprints or smudges, use the microfiber cleaning cloth that came with the HoloLens™ to clean your visor gently.

Can't connect to Wi-Fi

Here are some things to try if you can't connect your HoloLens™ to a Wi-Fi network:

  • Make sure that Wi-Fi is turned on. To check, use the Start gesture, then select Settings > Network & Internet > Wi-Fi. If Wi-Fi is on, try turning it off and then on again.
  • Move closer to the router or access point.
  • Restart your Wi-Fi router, then restart HoloLens. Try connecting again.

Display Issues

The HoloLens™ 2 display is a combination of waveguides and light projectors. Users look through the waveguides—the lenses inside the visor—when wearing the headset. The light projectors are inside the enclosure above the brow. HoloLens™ 2 uses laser light to illuminate the display.

Take the following steps to ensure the highest visual quality of holograms presented in displays:

  • Increase brightness of the display. Holograms look best when the display is at its brightest level. When wearing the HoloLens™, the brightness buttons are on the left side of the visor near your temple.
  • Bring visor closer to your eyes. Swing the visor down to the closest position to your eyes.
  • Shift visor down. Try moving the brow pad on your forehead down, which will result in the visor moving down closer to your nose.
  • Run eye calibration. The display uses your interpupillary distance (IPD) and eye gaze to optimize images on the display. If you don't run eye calibration, the image quality may be made worse. To run eye calibration, go to Settings > System > Calibration > Run eye calibration.

Holograms don't look right or are moving around

This section troubleshoots issues with placing holograms, working with spaces, and reporting issues with holograms.

Anytime that you have problems, make sure:

  • Try restarting it to see whether that fixes things.
  • Before troubleshooting, ensure the HoloLens™ is charged up (charged for at least an hour).

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 that you're in a well-lit room that does not have a lot of direct sunlight.
  • Try walking around and gazing at your surroundings so that HoloLens™ can scan them more completely.
  • Check your wifi connection is stable

Reporting issues with unstable or inexact holograms

Please record a video of the issue if possible. This video can be sent to support@medivis.com and used to help troubleshoot your issue.


The hologram is fading in and out or is jumpy.

Check stability of wifi/router connection. Make sure you are connected directly to the SurgicalAR router and no other devices are connected besides the computer and HoloLens. Also check if there are multiple other wifi networks in the area that will conflict with the signal.


The virtual hands are jumping around in the HoloLens, how do i fix it?

Do a hard reset of the HoloLens by holding down the power button for 10 seconds. Often what happens is there are too many instances of the Viewer open in the HoloLens and they clog up the CPU.

HoloLens 2

Unable to connect to Hololens from SurgicalAR software. i click on the device and hit connect but nothing happens and it times out.

First, be sure that the IP that is displayed in Medivis Viewer in the HoloLens matches that which you entered in the SurgicalAR software. Also be sure that the wifi connection in the HoloLens and the wifi connection on the computer are both connected to the same network