HTC Vive Focus and Store... unable to download anything.

sev7en
Explorer

HTC Vive Focus and Store... unable to download anything.

Good morning,

I am now in UAE. I have a problem with the store, I can logon successfully as well verify all the profile information but when I try to download a contact (any content) I receive a message about the error to contact the store.

It is not a reachability issue, it looks like blocked... why? How can I download from the store?

 

 

Thank you,

Vive Staff

Re: HTC Vive Focus and Store... unable to download anything.

@sev7en

 

I'm not sure. Were you able to access from a different country? I wonder if it's related to local internet conditions. Could also be the wifi if you're using public wifi at a hotel or something.

Thank you,

-John C

"Welcome to the desert of the real."

If your base station has a Fault 02/03 error or a red light or both, the ONLY solution is to contact our support on vive.com and set up an RMA. There is no user fix for this issue.

Vive Care Operating Hours: 9am to 6pm PST, M-F
sev7en
Explorer

Re: HTC Vive Focus and Store... unable to download anything.

Dear John,

as first thanks for the quick reply. I tried various place for the connection, all with the same error message. There is anyway to download them via PC then transfer on the headset?

 

Apart the "fix" above, which one can be the issue? Did you think I should try a VPN?

 

 

 

Cheers,

Vive Staff

Re: HTC Vive Focus and Store... unable to download anything.

@CoryCheng, do you have any insight on this? 

To reach Viveport's customer service team, email customerservice@viveport.com

To connect with a live support agent for hardware support, go to www.vive.com/support, click on "contact us" in the top righthand corner, and then opt to speak with a Live Chat agent

David R

Technical Specialist - San Francisco, CA; Monday-Friday

Click here to send me a PM

sev7en
Explorer

Re: HTC Vive Focus and Store... unable to download anything.

Good morning,
thanks both for the support.
As reported I can do everything as browse content, update the firmware of my Focus as well play the installed version to watch movies but when I want to download an application, it stops asking to verify the connection.
Vive Staff

Re: HTC Vive Focus and Store... unable to download anything.

Hi @sev7en,

 

Sorry for what happend, and I spoke to the related team about this.  

They are unaware of this issue, and they tested using VPN to UAE and downloaded contents perfectly.  

We are suspecting the CDN for temporary malfunctioning, could you try again and let us know?

 

Thank you

 

Cory.C

sev7en
Explorer

Re: HTC Vive Focus and Store... unable to download anything.

Good morning,

thanks, as first, to everyone for the support.

 

No it is not fixed.

 

I can browse all the contents, I can check updates on the store as well look into each one of the products, but anytime I click on the "download" button, I get the message about the Network connection issue.

 

I really don't understand the reason, I tried also via different network operators and via fiber/4G hotspot... same.

 

What's the issue?

 

 

P.S: I can also update with success the device, no to the latest one available.

 

@CoryCheng

sev7en
Explorer

Re: HTC Vive Focus and Store... unable to download anything.

Dear Cory,

I am sorry... I am stuck. What I can do? There is any way to download offline that then transfer on the device?

Vive Staff

Re: HTC Vive Focus and Store... unable to download anything.

Hi @sev7en

Sorry again for your trouble...

Our engineers are trying to clarify the issue now, and they manually added these 3 applications onto your library: "Vive Auto" , "Lila's tale", and "3DboboVR-focus".

Could you please go ahead and try downloading these 3 applications and let us know how that goes?
Thank you

 

Cory.C

sev7en
Explorer

Re: HTC Vive Focus and Store... unable to download anything.

Good evening

and thanks dears!

 

Maybe... the problem isn't the network connection than the account, my account.

 

Now for the first time the following error message appears when I try to run one of the applications I have in "my application" section "Vive Auto":

 

Error Message

Please confirm that the signed-in account owns this title. nlf you still entouer this issue, please contact customerservice@viveport.com VIVEPORT

 

I did also a log-off log-in once again but the message is the same.

 

P.S: I updated device and controller to the latest firmware available.

Vive Staff

Re: HTC Vive Focus and Store... unable to download anything.

@sev7en, I just wanted to confirm that our team has received this newest report and are looking into the behavior described. I probably won't get a response from them until after the weekend. 

To reach Viveport's customer service team, email customerservice@viveport.com

To connect with a live support agent for hardware support, go to www.vive.com/support, click on "contact us" in the top righthand corner, and then opt to speak with a Live Chat agent

David R

Technical Specialist - San Francisco, CA; Monday-Friday

Click here to send me a PM

mik3879
Settler

Re: HTC Vive Focus and Store... unable to download anything.

I took out a subscription in November 2017 and it never appeared on my account so I assumed that I had missed the offer during the black friday deals. In march 2018 the vivport app presented me with options to select my subscription apps.

Support for me has been slow and achieved nothing.

From my experience I feel "scammed" since I did not get what I had paid for, within a reasonable delivery time and I haven't been supported to an reasonably expected level.

sev7en
Explorer

Re: HTC Vive Focus and Store... unable to download anything.

Dear Mik, thank you. I can be only confident now the problem is on the table the support can quickly sort out as it's only a backoffice issue, nothing related my end.

Meanwhile I keep it onhold...
Vive Staff

Re: HTC Vive Focus and Store... unable to download anything.

Hi @mik3879

 

I can see that you purchased a 12 month subscription on 2017/11/25 during our promotion.  

You have not selected a single application on subscription for 5 months.  

Is there an issue with selecting contents?

Or you would like a refund and cancel the subscription service? 

Please let me know what you would like me to do.  

 

Thanks

 

Cory.C

sev7en
Explorer

Re: HTC Vive Focus and Store... unable to download anything.

Dear, as first, thank you.

 

I want draw some points:

  • I didn't purchase anything as I haven't time due to install the VR itself!
  • I have that issue with all the software aboard, I tried all the ones labeled as DEMO

I don't what the money back, if you are in the good mind, as you see I never in the past and I cannot in the present get at work what I purchase, you can extend the subscription time of 5 months.

 

I will be a great move from HTC.

 

Now... which one is the problem I cannot download any content?