Troubleshooting

Cannot Sign-in

1. Please change the default browser and then try to sign-in again.

   Caution

   Currently VIVEPORT does not support sign-in with UWP (Universal Windows Platform) browser.

2. Check if HTC Account Service is installed in C:\Program Files\HTC Account and running.

   

Cannot Launch Titles

1. Windows 7: To open certain titles, you will need to ensure you have already installed necessary Windows Updates. During VIVEPORT installation, there should be a pop-up message to notify if you need to install Windows Updates, but if you have problems, please go to Microsoft’s web links below to download and install these specific updates:
   • KB3033929 for Windows 7: https://www.microsoft.com/en-us/download/details.aspx?id=46148
   • KB2999226 for Windows 7: https://www.microsoft.com/en-us/download/details.aspx?id=49093
2. Windows 8: To open certain titles, you will need to ensure you have already installed necessary Windows Updates. During VIVEPORT installation, there should be a pop-up message to notify if you need to install Windows Updates, but if you have problems, please go to Microsoft’s web links below to download and install these specific updates:
   • KB2999226 for Windows 8: https://www.microsoft.com/en-us/download/details.aspx?id=49081
3. Windows 8.1: To open certain titles, you will need to ensure you have already installed necessary Windows Updates. During VIVEPORT installation, there should be a pop-up message to notify if you need to install Windows Updates, but if you have problems, please go to Microsoft’s web links below to download and install these specific updates:
   • KB2919442 for Windows 8.1: https://www.microsoft.com/en-us/download/details.aspx?id=42135
   • KB2919355 for Windows 8.1: https://www.microsoft.com/en-us/download/details.aspx?id=42327
   • KB2999226 for Windows 8.1: https://www.microsoft.com/en-us/download/details.aspx?id=49071
4. Windows 10: If a “disable secure boot” message appears, then you need to update Viveport Desktop to 1.0.8889 (r938) or newer. To do this, first shutdown and restart your computer, then open VIVEPORT. You should be prompted to install the VIVEPORT update.
5. Some anti-virus software will misclassify VIVEPORT Desktop components and block their functionality. If your anti-virus / security program alerts when you install or use VIVEPORT, then you need to configure it to allow VIVEPORT, or temporarily disable the anti-virus software.
6. If the steps above do not resolve your issue, please use “Report Issue” under “Settings” to send a log to us to help diagnose your problem.

Cannot Download Titles

1. Please check if your system time is correct.
2. Please try signing out and then sign-in again.
3. Some anti-virus software will block the download. Pleae configure your anti-virus / security software to allow the download, or temporarily disable the anti-virus software.
4. If the steps above do not resolve your issue, please use “Report Issue” under “Settings” to send a log to us to help diagnose your problem.

Launch Titles and Crash

1. Some anti-virus software will misclassify Viveport Desktop components, and cause the program to crash. If your anti-virus / security program alerts when you install or use Vive, then you need to configure it to allow Vive, or temporarily disable the anti-virus software.
2. If the steps above do not resolve your issue, please use “Report Issue” under “Settings” to send a log to us to help diagnose your problem.