Viveport download problem: HTC Identity Authenticator has stopped working

Kreuz
Contributor

Viveport download problem: HTC Identity Authenticator has stopped working

 I'm attempting to download the Vive software so I can redeem my free copy of Tiltbrush, but the download is failing repeatedly.  At around 2% downloaded a popup appears saying "Please sign in to your HTC account." with one button labled "Sign in."  When I push the button, I get a classic crash window claiming "HTC Identity Authenticator has stopped working, A problem caused the program to stop working correctly..." etc. If I select the option to Close program I am greeted with a window saying "Something went wrong, Please try to sign in to HTC Account again."  This will then loop with crashes of the authenticator followed by more prompts to retry.  I've not found an answer to this particular problem here and it's getting very frustrating, so help would be greatly appriciated!

Vive Staff

Re: Viveport download problem: HTC Identity Authenticator has stopped working

Hi @Kreuz

 

When the sign in pop up came up how were you trying to login (was it email address and password? using steam? using facebook).

 

Are you able to authenticate on viveport.com without errors?

 

Please describe your system for me:

OS:

Antivirus:Any additional background apps running in the system tray?

 

Thanks!

 

 

Kreuz
Contributor

Re: Viveport download problem: HTC Identity Authenticator has stopped working

Sorry for taking a long time to get back.

 

The sign-in popup immediately crashes when I click the sign-in button; it does not allow me to select a log-in option.

I am able to log into my account on the website (using Steam) with no problems.

Windows 10, Norton 360 Antivirus.

Background apps:  "Realtek HD Audio Manager," Razer Synapse, Norton, Blizzard Battlenet along with Windows Defender and Onedrive

n0648
Visitor

Re: Viveport download problem: HTC Identity Authenticator has stopped working

I'm having exactly the same problem, did you ever get it resolved?

Vive Staff

Re: Viveport download problem: HTC Identity Authenticator has stopped working

@n0648

 

It should be resolved. What version of Viveport do you have? Does it happen on the website or just the client? Have you tried reinstalling? Clearing your browser cache?

Thanks,

-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
Highlighted
jas75249
Contributor

Re: Viveport download problem: HTC Identity Authenticator has stopped working

Did you ever find a fix, I'm having the eact same issue. Feel like I just pissed 900 bucks down the drain.

sertang
Visitor

Re: Viveport download problem: HTC Identity Authenticator has stopped working

Exact same problem here, i've tried to delete and reinstall all files created by the launcher, to no avail. the download stops at 6.35 mb, then the launcher asks me to login; if I click on the "sign in" button, HTC Identity Authenticator immediately "stops working" and the launcher asks me to retry logging in.

Vive Staff

Re: Viveport download problem: HTC Identity Authenticator has stopped working

@sertang, We've launched an investigation into this issue. A member of our engineering team my reach out for additional info. 

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

Re: Viveport download problem: HTC Identity Authenticator has stopped working

I'm having the same problem... Is there a solution yet?

Vive Staff

Re: Viveport download problem: HTC Identity Authenticator has stopped working

@cobychristiansen

I believe this issue was resolved for most users in previous update. Can you tell me more about the issues you are experiencing?

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