Your request (10238) has been updated. To add additional comments, reply to this email. Guile Chao

Your request (10238) has been updated. To add additional comments, reply to this email. Guile Chao

and still not able to get much halp... 

Fred 

 

Your request (10238) has been updated. To add additional comments, reply to this email.

Guile Chao (VIVEPORT Help Center)
Apr 26, 10:33 CST
hi

I am in Taiwan
I try to call but not connect

May I know how to call your phone if from other country

thanks
Guile



Guile Chao (VIVEPORT Help Center)
Apr 26, 06:44 CST
hi i just get up and will go to office later. is 2 hours later ok for you?



Emt Medic25
Apr 26, 01:15 CST
are you able to call?if so my number is 

 



Emt Medic25
Apr 25, 21:58 CST
are you available right now? its 900am here

 



Guile Chao (VIVEPORT Help Center)
Apr 25, 08:28 CST
hi

I think now is your 24th PM7:30
May I remote now

I am available from now to 3 hours later

If ok for you, please install Teamviewer version 12. You can download from https://www.teamviewer.com/en/download/previous-versions/

Please send me teamviewer temp ID/PW when you are available

thanks
Guile



Emt Medic25
Apr 24, 21:45 CST
im on central time zone the same time zone as Chicago, IL
Fred Ault

 



Guile Chao (VIVEPORT Help Center)
Apr 24, 09:49 CST
hi

24th 6pm your time. right?
may I have your timezone ?

thanks
Guile



Emt Medic25
Apr 24, 09:35 CST
what about April 24th 2019?
Fred Ault

 



Guile Chao (VIVEPORT Help Center)
Apr 21, 07:09 CST
hi, 20 is my holiday. 22 ok?



Emt Medic25
Apr 21, 00:23 CST
Hello Guile Chao ,are you able to help April 20, 2019? around 6 pm , I'm on the same time as Chicago, IL
Thank you,

Fred Ault

 

 


Emt Medic25
Apr 21, 00:21 CST
Hello Guile Chao ,are you able to help April 20, 2019?
Thank you,

Fred Ault

 



Guile Chao (VIVEPORT Help Center)
Apr 19, 08:28 CST
hi

My timezone is GMT+8. My time now is Friday AM8:30

My available time today is
AM8:30 - AM11:00 (GMT+8)
PM2:30 - PM7:00 (GMT+8)

Please let me know your available time

Regards,
Guile



Emt Medic25
Apr 18, 21:28 CST
Hello that will be fine when will the best time?
Thank you Fred

Sent from Mail for Windows 10



Guile Chao (VIVEPORT Help Center)
Apr 18, 09:14 CST
hi

Sorry for this issue. I know that you are frustrated because chat 2 times but cannot resolve issue
Could we arrange a remote session by Teamviewer(ver 12) to help you directly

Do you have skype? we can chat on skype directly. My id is guilechao

Wait for your reply

Regards,
Guile



Emt Medic25
Apr 17, 22:57 CST
Hello here are the notes from the 2 times I have chatted with tech support and none of it worked . can you help????
thank you looking forward in taking to you
Fred
i have reinstalled steam vr. ok so when i go to pull up the programs and i chick on VIVE Dashbaord it dont come on , when i go to sign in on the vive web page i try to go to the vive games that i down loaded from the vive game/ apps web page i chick on a game to play it brings up the viveport and when i chick on a game it only has where i can rate the game and says Details above the stars it will not let me open the game
( Jeisson
Customer support
fred
HTC Vive Dashboard not working
Chat started
Jeisson joined the chat
Jeisson
Hi Fred, welcome to the VIVE technical support team; I can definitely help you with your request!
May I know since when did it start happening?
fred
I chat with someone a few days ago can you see the notes from the other person?
Jeisson
Sure, please allow me 1 minute
fred
they said they would be saved
ok
Jeisson
Got it, I understand you were having some problems trying to download the VIVE app
I assume you could do it but now the dashboard is not working, right?
fred
I think it was after an update by vive . thenafter that the dashboard with not start up
do u see the nots ?
notes
Jeisson
Nop, this info was not on the other chat, sorry
fred
I did everything the person told me to do
Jeisson
So, in this case, this may be related to admin settings. Please start by running Steam as admin
1. Exit Steam, then navigate to the Steam installation folder (C:\Program Files\Steam\ by default).
2. Right-click on Steam.exe, then select "Run as administrator" and re-test the issue.
fred
ok
Can't Install Vive Desktop App
Chat started
David A joined the chat
David A
Hello! My name is David and I'm super happy for being helping you today, how are you?
fred
hello david
fred
I be better if you could help me with
fred
Can't Install Vive Desktop App
fred
hello????
fred
r u there??
David A
I'm here, Fred/
fred
ok
David A
I'm really sorry to hear that you are having this issue but you should not worry as we are here to help you with this.
fred
so how do we fix this
David A
Is this the first time you install the app?
fred
nope

fred
how do it get fixed?

David A
We need to know a few things before we can know the best way to proceed, Fred.
fred
ok

David A
Are you having any error messages when you try to install the app?
fred
this is what i get .. i have a window pop up that says viveport Desktop (x86)then below that it says the feature you are trying to use is on a network resource that is unavailable

fred
click ok to try again or enter an alt. path to a folder containing

fred
the install package

David A
Fred, do you have more than one drive in your computer?
fred
do you know what im taking about???
fred
yes i have two

fred
so ??

David A
Is Steam installed in the C drive or in the second one?
fred
i have tried to uninstall the vive and reinstall it but that dosent work

fred
i think the 2nd one

David A
Fres, the thing is that both apps need to be installed in the same drive, preferably on the C drive. When a computer has a disk partition, some apps that need to communicate with other apps but not work correctly if they are installed in separate drives.
fred
ok .. so i need to uninstall steam and reinstall it to my c drive as well as the vive ? right?
David A
That would be the best option, Fred.
fred
will i be able to place the games on my D drive and beable to play them

David A
It would be better if you have all of the Steam files and games in the same drive, Fred.
fred
ok but my c drive is only 462 GB and it has all the OS on it for my computer

fred
i only have 175 gb left on my C drive
David A
Your Steam library is bigger than the storage on that drive?
fred
i think so ?
fred
lol

fred
i have 41 games from steam and i think that many on the vive library
David A
Fred, in that case, I recommend you to install just a few games to test the Vive after you install the app. Then, you could explore further storage option for all your games.
fred
ok i will.... will it work if i put the steam games on my D drive and be able play them?
David A
I cannot assure you that, Fred.
fred
and the vive games on my C drive?
fred
ok .. i will try what you said .. thank you for your help
David A
You are more than welcome, Fred.
David A
Remember to reinstall also all the software of the Vive.
David A
Can I help you with anything else at this moment?
fred
not yet if this dont work how do i get ahold you to help again? is their a refance number or case number from us talking ?
David A
This is the ticket number for this interaction but you only have to contact us again using the same email address so we can have access to all the notes of this interaction.
fred
ok .. the number didn't show up
David A
#10009271
David A
I just resent it.
fred
but all the info will be under my email right
fred
ok got
fred
it
fred
thank you
David A
You are more than welcome, Fred.
David A
Can I help you with anything else at this moment?
fred
no. thank you for your help
David A
No problem at all, Fred.
David A
Oh, before you go.
David A
I also recommend you to run the installation software as administrator. You can do this by right-clicking the icon.
David A
That would be all, Fred.
fred
ok thanks i will
David A
You are more than welcome, Fred.
David A
Thank you for contacting HTC VIVE support, remember that we are here if you need further assistance. I hope you have an amazing day and a wonderful rest of the week.
David A
Remember you can tell us of your experience by filling the survey you can find in this link:
David A
https://surveys.htc.com/s3/VIVE-Support?sguid=pana_vive_sb10009271&ticketid=10009271&source=zdchat
fred
i will do that for you n/p :)
this is the notes from the last time I talked with someone
Jeisson
Fred, I read that chat and you were told to reinstall Steam but you did not mention anything related to the dashboard. You told him you were not able to download the VIVE app; now, as the dashboard is not working, I assume you could download the app, or not yet?
fred
yes I did everything the guy told me todo
Jeisson
Ok, so, Steam is installed in drive C, right?
fred
yes
Jeisson
Got it!
The problem related to the Dashboard is because there's a software or corrupted file while downloading SteamVR
fred
i click on it to start it up and it dont
Jeisson
Please first run it as admin then I'll let you know the next steps
You can also go to the Steam app and right click to run it as admin as well
fred
ok
Jeisson
Thanks! Please let me know once it's done
fred
ok
did it
Jeisson
Great! We normally needs to either reinstall only SteamVR or clearing the SteamVR settings but first, please test your VIVE and let me know how it goes
fred
ok brb
Jeisson
Sure!
fred
i have reinstalled steam vr. ok so when i go to pull up the programs and i chick on VIVE Dashbaord it dont come on , when i go to sign in on the vive web page i try to go to the vive games that i down loaded from the vive game/ apps web page i chick on a game to play it brings up the viveport and when i chick on a game it only has where i can rate the game and says Details above the stars it will not let me open the game
Jeisson
Understood.
fred
ok
how do we fix it?
Jeisson
Is this happening in games from VIVEPORT and Steam as well? Or only with the games From Steam?
Thanks! In this case, I will need a system report. I'll send you an email so please reply to it with some information I need, sounds ok?
fred
ok
Jeisson
To create the system report, you can get it in SteamVR, go to the Settings > General, click Create System Report, and click Save to File.
fred
Already In Your Infinity List
Summer Funland is in your Library's Infinity List. To play this title, launch it from your VIVEPORT Desktop. this is what i get when i click on a game to play
Jeisson
Got it; it seems this is related to VIVEPORT itself. Let's try something, please send this request to VIVEPORT support https://service.vive.com/hc/en-us/requests/new and they will give you a response really soon
fred
just in viveport
Jeisson
Got it! Please enter to the link I've provided to you and send a submit to VIVEPORT support
fred
i have a week ago
Jeisson
https://service.vive.com/hc/en-us/requests/new
fred
ok so know what??
Jeisson
Wait for a response from VIVEPORT support
fred
its been a week??
Jeisson
I'm afraid that's related to VIVEPORT itself as Steam is working properly on your VIVE.
fred
yes.. but you are vive support right??
Chat
Options•Hi, fred
Jeisson
yes, technical support to run the VIVE but this is related to VIVEPORT itself, a different department
fred
ok
Jeisson
I can tell you to reinstall VIVEPORT but they will give you further instructions of it as maybe this may be related to a glitch on their platform
fred
ok

Jeisson
I can tell you to reinstall VIVEPORT but they will give you further instructions of it as maybe this may be related to a glitch on their platform
fred
i have done that a few times with no results
Jeisson
Got it, thanks for the information! Please be really specific about this information when informing this situation to VIVEPORT support
fred
i will .. im copping the not from you and i and from the other person i had talked to and pasting them to the body of the email
Jeisson
Sure!
Jeisson left the chat
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