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.

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. 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. See Connecting headsets wirelessly.
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 Stop Recording. The log file is created and saved on your computer. You can find the log file 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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