Vive setup crashes when it says preparing

5haie
Settler

Vive setup crashes when it says preparing

Hey thanks for taking the time to reading this i need your help. So my HTC vive comes tomorrow so i thought i should get my setup done so im ready to play it tomorrow however the first time i launched it it stopped downloading because of something to do with my permissions then it closed. I tried again and after it checked the version and said it was preparing it just closes with no error message i have the logs and i think this could be  a problem "2018-06-03 22:50:20] [AppID 573090] Schema not found on disk
[2018-06-03 22:50:28] [AppID 346010] Schema not found on disk
[2018-06-03 22:50:28] [AppID 346010] CAPIJobRequestUserStats - received error 'Failure' (2) from server
[2018-06-03 22:50:34] [AppID 552520] Schema not found on disk
[2018-06-03 22:50:37] [AppID 313160] Schema not found on disk
[2018-06-03 22:50:37] [AppID 313160] CAPIJobRequestUserStats - updated schema from server
[2018-06-03 22:50:37] [AppID 313160] CAPIJobRequestUserStats - no stats data in server response, we must be up to date
[2018-06-03 22:50:38] [AppID 271590] CAPIJobRequestUserStats - no stats data in server response, we must be up to date
[2018-06-03 22:51:13] [AppID 227300] CAPIJobRequestUserStats - no stats data in server response, we must be up to date" i personally have no idea what that means and i hope one of u can help me. Also i have re installed steam deleted the setup and re installed restarted my computer and deleted the vive file in my program files the person who was helping me said it was something maybe to do my permissions but i cant remember.

Amathos
Visitor

Re: Vive setup crashes when it says preparing

Having the exact same issue. The first time I did this it prompted me to create an account so I did. Unfortunately I blue screened right after the account. Logged back on and the install won't work anymore. I've deleted everything related to the setup but it still won't do anything. Just closes after it shows "preparing."

5haie
Settler

Re: Vive setup crashes when it says preparing

yh that’s exactly what i done
Vive Staff

Re: Vive setup crashes when it says preparing

@5haie@Amathos - This appears to be a new bug so I'll have to alert the team responsible for this process. They may reach out privately to collect additional feedback. 

 

In the mean time, you can continue to utilize your Vive hardware by downloading the Steam client and accessing SteamVR from within; it typically autodetects your HMD and prompts for an automatic installation. 

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

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5haie
Settler

Re: Vive setup crashes when it says preparing

automatic installation of what?
Highlighted
Vive Staff

Re: Vive setup crashes when it says preparing

SteamVR. SteamVR is what drives the Vive; the Vive installer installs Viveport, tools which enable additional features and services, and ensure you have a Steam and SteamVR installation. While we're looking into this, you can still access your Vive hardware via SteamVR. 

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

5haie
Settler

Re: Vive setup crashes when it says preparing

ok thanks i just really need the games on viveport but thank you for your help bro

5haie
Settler

Re: Vive setup crashes when it says preparing

any updates?

USAF_Paul
Regular

Re: Vive setup crashes when it says preparing

Exactly the same problem today (25 Dec 2018)  --- so the ViveSetup dowloader is still not patched?  Running on Admin profile on Win 10 Pro on an Intel i7 8700K, 32 GB RAM with an NVIDIA GTX 1080 Ti on IE (not Edge), so I don't think the issue is on my end...

Petter
Visitor

Re: Vive setup crashes when it says preparing

I have the same problem no 2019 16th of Januari, please help

Vive Staff

Re: Vive setup crashes when it says preparing

@Petter,

 

I've generated a support ticket under the email address associated with your account. If this is your first time setup of the hardware, you're still able to use the hardware by installing SteamVR via the Steam client - it will detect that you have a VR HMD plugged in and will prompt you to install the SteamVR runtime. 

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

ChanilleV
Contributor

Re: Vive setup crashes when it says preparing

How is this still a problem over 8 months after it was first reported??

Instead of opening tickets to private emails, how about diagnosing and posting the solution here??

 

This tells me that 8 months later and Vive still doesn't have a solution!

I've been combing through the forums and even tried the solutions to unrelated problems, turned off AV, disabled Firewall, booted in safe mode, run as admin, changed directory of the folder, did a fresh installation of Windows, NOTHING is working. Have exact same issue as the OP, when I started to install, Viveport asked me to sign in then said I do not have permissions to the install directory (even though logged in with the local admin). When I try to re-run the installer it says "Checking Version" then "Preparing" then the window just disappears!

Please can one of the devs come off the 8 month holiday and troubleshoot this issue once and for all!

And no, running SteamVR is NOT a solution that still allows you to utilise your hardware! Stop deceiving people so that the fact that this problem is not being resolved is swept under the rug! This does not help people who have purchased their apps and games through VivePort!

Vive Staff

Re: Vive setup crashes when it says preparing

@ChanilleV,

A couple of notes:

  • We move to support tickets because we often need to collect logs which contain personally identifiable information which is protected by privacy laws. Our ticketing system has integrations with the Viveport desktop client specifically to capture and store logs in a secured environment.
  • I'm more than happy to generate a support ticket to put you in contact with a specialist who can help you troubleshoot your issue. There are numerous potential causes for something like this and each case we successfully diagnose helps us address one of potential root causes. We release updates to the installer every 2 weeks and bugfixes are always part of each and every release.
  • Your last comment is incorrect. The SteamVR runtime is technically the sole software requirement to power Vive hardware and can be obtained via the Steam client without using the Vive installer. The Vive installer includes a SteamVR distribution as the Viveport client, additional drivers and integrations, and other tools but it is not technically required to use the Vive HMD - only the SteamVR runtime is required.
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

ChanilleV
Contributor

Re: Vive setup crashes when it says preparing

Hi David,

 

In response to your notes,

 

  • Obviously personal information should not be shared. The results of the investigations and the list of each individual solution, should. That is the whole point of support forums! The fact that no listed solution here works, again, tells me that 8 months in and there is still not a grip on the original problem!
  • Thank you, please do so. Every 2 weeks over an 8 month period is 35 patches and bugfixes for the same problem. Hopefully number 36 is the magic bullet for me!
  • I am stunned. You either did not take the time to read my post correctly (granted, my frustration must putting you off), or you do not know the hardware that you yourself support. So again, running SteamVR "does not help people who have purchased their apps and games through VivePort!". Great. I can power my headset on. I can use SteamVR to setup my controllers and calibrate my playing space. Awesome! How does that help if all the apps and games I purchased are sitting in my VivePort library WHICH I CANNOT ACCESS AS THE INSTALLER KEEPS FAILING!!! Nobody purchases the headset to use as a powered on calibrated door stopper! They purchase it for the content! Suggesting that I can still technically "use it" is dishonest and conscious (or unconscious) misdirection! Not to mention the impression that this gives the client. So the lesson here seems to be, buy everything through Steam and not Viveport as Steam's platform actually works!!

 

If a specialist can fast track a solution for me that would be amazing. It is a great alternative to the hundreds of posters in this forum who seem to have very rare joy from the official solutions provided. The most effective tactic seems to be, do any number of random things on the machine and eventually one day the problem disappears by itself! I am surprised that it is not stickied to the top of every page!

 

I understand that none of this is your fault and that you are just trying to help, my frustration is firmly routed in astonishment after diving deeper and deeper into the forums and discovering how many issues people are experiencing with Vive and how rarely the "official" response is what does the trick. The installer is the most important thing to get correct. People are usually more forgiving when a service or software breaks at some point down the line. But a buggy installer gives a terrible first impression and a bad taste from the get go. The joy of unboxing quickly sours into something that first has to have lengthy troubleshooting before it can be used!

Vive devs need to shift more priority to the installer. Obviously this message will never reach them, but that does not help alleviate my frustration or the problem!