Learn how to submit feedback, report issues, and include diagnostic logs from VIVE Eagle AI smart glasses using the VIVE Connect companion app to help troubleshoot problems and improve the product.
If you encounter a problem with your VIVE Eagle or want to share suggestions about your experience, you can submit feedback through VIVE Connect. Feedback reports can include diagnostic logs that help the support and engineering teams better understand device behavior and identify potential issues. Including logs is strongly recommended when reporting a problem.
Before you begin
Before submitting feedback, make sure:
- Your VIVE Eagle is set up and connected to the VIVE Connect app.
- You can access VIVE Connect on your Android or iPhone device.
- You have details about the issue or suggestion you want to report.
- If applicable, you have screenshots, photos, or videos that help illustrate the problem.
When should I submit feedback?
You may want to submit feedback if:
- A feature is not working as expected.
- The device behavior seems unusual or inconsistent.
- You're experiencing connectivity, media, AI, or performance issues.
- An error message appears repeatedly.
- You have suggestions for improving the VIVE Eagle experience.
How to submit feedback
- Open the VIVE Connect app on your phone.
- Tap the Settings icon.
- Scroll down and select Feedback.
- Choose a feedback Category.
- Enter a detailed description of your feedback or issue.
- If needed, upload supporting photos or videos. You can attach up to five files.
- Tap Submit.
Include as much detail as possible
When reporting an issue, providing detailed information can help speed up troubleshooting. Consider including:
- What you were trying to do.
- What happened.
- What you expected to happen.
- Whether the issue happens every time or only occasionally.
- Any error messages that appeared.
- The steps that can reproduce the issue.
The more information you provide, the easier it may be to identify the cause of the problem.
Adding photos and videos
You can attach supporting media to your feedback report.
Examples of useful attachments include:
- Screenshots from VIVE Connect.
- Photos showing unexpected behavior.
- Videos that demonstrate the issue.
You can upload up to five photos or videos with a single feedback submission.
Including diagnostic logs
After submitting your feedback, you'll be asked whether you want to include diagnostic logs.
Diagnostic logs contain technical information that can help investigate issues reported on VIVE Eagle and VIVE Connect. If you are reporting a problem, HTC strongly recommends including logs with your submission. This additional information may help identify the cause of the issue more effectively.
Why are logs important?
Diagnostic logs can help support teams:
- Understand device and app behavior.
- Review system events related to a reported issue.
- Investigate connection, synchronization, and performance problems.
- Reproduce and resolve issues more efficiently.
If feedback submission doesn't work
If you're unable to submit feedback, check the following:
- Verify that VIVE Eagle is connected to VIVE Connect.
- Ensure your phone has an active internet connection.
- If your phone is connected to Android Auto or Apple CarPlay, disconnect it and try again. Feedback submission may not be available while those services are connected.
If you continue to have problems submitting feedback, try reconnecting VIVE Eagle to VIVE Connect and then submit your report again.
Tips for effective issue reports
For the best troubleshooting results:
- Submit feedback as soon as possible after the issue occurs.
- Include diagnostic logs when reporting problems.
- Provide clear, detailed descriptions.
- Attach photos or videos whenever they help demonstrate the issue.
- Include steps that reproduce the problem if known.