Reporting an issue through the VIVE Business+ console

If you're experiencing problems with your device or VIVE Business+ console, you can export a log file and send it to us. Here's how.

In the VIVE Business+ console, go to Report issue.
Click the Headset, VIVE Ultimate Tracker, or VIVE Business+ console tab, depending on the issue you're having.
Important: Currently, reporting a headset issue is only supported for VIVE Focus Vision. Make sure to update the headset's software to version 7.0.999.226 or later.

Do any of the following:

Tab	Steps
Headset	Connect your headset to your computer wirelessly or with a USB cable. Select your Device. Select the Issue type. If the issue is tracking related, see Reporting a headset tracking issue. Click Export.
VIVE Ultimate Tracker	Connect your VIVE Ultimate Tracker to your computer with a USB cable. Select your Device. Select the Issue type. If the issue is tracking related, see Reporting a tracker tracking issue. Click Export.
VIVE Business+ console	Click Export.

The log file is created and saved on your computer. You can find the log file in C:\Users\[username]\AppData\Local\Temp\VBPConsoleCollectLog.

Reporting a headset tracking issue

If you're experiencing tracking problems with your headset, you can export a log file and send it to us. Here's how:

Connect your headset to your computer wirelessly or with a USB cable.
Take off your headset.
On the left panel of VIVE Business+ console, click Report issue, and then click the Headset tab.
Select your Device.
In Issue type, select Tracking-related issues, and then select the tracking issue you're having.
Click Record log.
Put on your headset.

Depending on the tracking issue you're having, do one of the following:

Issue	How to record the log
Headset	When you encounter an issue, immediately press both headset button and volume down button to save the headset tracking log. The log will contain the last 30 seconds before the buttons are pressed.
Controller	When you encounter an issue, immediately press and hold both the menu and VIVE buttons to shut down the controllers and save the controller tracking log. The log will contain the last 30 seconds before the button is pressed.
Hands	When you encounter an issue, immediately press both headset button and volume down button to save the hand tracking log. The log will contain the last 15 seconds before the buttons are pressed.
Scene	When you encounter an issue, immediately press both headset button and volume down button to save the scene perception log. The log will contain the last 60 seconds before the buttons are pressed.
Passthrough	When you encounter an issue, immediately press both headset button and volume down button to save the passthrough log. The log will contain the last 30 seconds before the buttons are pressed.
Lip	When you encounter an issue, immediately press both headset button and volume down button to save the lip tracking log. The log will contain the last 15 seconds before the buttons are pressed.

After you've recorded the tracking issue, take off your headset and click Export. Wait for the log to be exported.
At the top of the screen, click one of the following:
- Continue: Keep recording to capture new tracking issues and create a new tracking log.
- Stop: Stop recording logs.
The log file is created and saved on your computer. You can find the log files in C:\Users\[username]\AppData\Local\Temp\VBPConsoleCollectLog.
Send an email to your HTC account manager and attach the log file.
Important: In the email, include the device's software version and try to be as detailed as possible about the issue you're having so we can better help solve it.

If you're experiencing tracking problems with your VIVE Ultimate Tracker, you can export a log file and send it to us. Here's how.

Turn on your tracker and connect it to your computer using a USB cable.
On the left panel of VIVE Business+ console, click Report issue, and then click the VIVE Ultimate Tracker tab.
Select your Device.
In Issue type, select Tracking,
Click Record log.
Disconnect the tracker from your computer and attach the tracker to the part of your body you want tracked.
Note: Make sure the tracker is being tracked.
Put on your headset.
When you encounter the tracking issue for VIVE Ultimate Tracker, immediately turn it off to save the tracker log. The log will contain the last 30 seconds before turning off the tracker.
Tip: Press and hold the tracker's power button for five seconds to turn it off.
Take off your headset.
Detach the tracker from your body and connect it to your computer using a USB cable.
Turn the tracker back on and click Export. Wait for the log to be exported.
At the top of the screen, click one of the following:
- Continue: Keep recording to capture new tracking issues and create a new tracking log.
- Stop: Stop recording logs.
The log file is created and saved on your computer. You can find the log files in C:\Users\[username]\AppData\Local\Temp\VBPConsoleCollectLog.
Send an email to your HTC account manager and attach the log file.
Important: In the email, include the device's software version and try to be as detailed as possible about the issue you're having so we can better help solve it.

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