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Cannot import media from VIVE Eagle

  • Updated

Learn how to troubleshoot media import failures between VIVE Eagle AI smart glasses and the VIVE Connect companion app, including connection, Wi-Fi, Bluetooth, and permission issues that can prevent photos and videos from transferring successfully.

If you cannot import photos or videos from your VIVE Eagle to VIVE Connect, the issue is usually related to connectivity settings, permissions, or your phone's connection state. This article provides troubleshooting steps to help restore media transfer functionality.

Before you begin

Make sure the following requirements are met:

  • VIVE Eagle is powered on.
  • VIVE Eagle is paired and connected to VIVE Connect.
  • Bluetooth is enabled on your phone.
  • VIVE Connect is running on your phone.
  • Your phone is not connected to Android Auto or Apple CarPlay. Media transfers cannot proceed while these services are active.

Verify that VIVE Eagle is connected

  1. Turn on VIVE Eagle.
  2. Wait for the status LED to indicate that the glasses are ready.
  3. Open VIVE Connect on your phone.
  4. Confirm that the glasses connect automatically.

If the glasses are not connected, reconnect them before attempting to import media again.

Change the connection preference

If the glasses appear connected but media imports still fail, adjust the connection settings:

  1. Open VIVE Connect.
  2. Confirm that your glasses are connected.
  3. Go to Settings > General > Advanced > Connection preference.
  4. Turn on Automatic band selection.
  5. Try importing media again.

If the problem continues, manually select 5 GHz or 2.4 GHz and test the import again. Different wireless environments may work better with different bands.

Android: Resolve Wi-Fi errors during media import

Some Android devices may not correctly synchronize the permissions and settings required for media transfer.

Enable location-related services

  1. On your phone, open Settings > Location > Location services.
  2. Turn on:
    • Location Accuracy
    • Wi-Fi scanning
    • Bluetooth scanning
  3. If any of these settings are already enabled, turn them off and then back on again.

Verify VIVE Connect location permissions

  1. Open Settings > Location > App location permissions.
  2. Select VIVE Connect.
  3. Choose Allow all the time.
  4. If this permission is already selected, change it to Don't allow, then change it back to Allow all the time.

Refresh location services

  1. Open Settings > Location.
  2. Turn Location off.
  3. Turn Location on again.
  4. Try importing media once more.

Check for media available to import

When media exists on VIVE Eagle, VIVE Connect displays an import notification.

  1. Connect VIVE Eagle to VIVE Connect.
  2. Open VIVE Connect.
  3. Go to the media screen. Look for an import notification at the top of the screen.
  4. Tap Import.

If no import notification appears, verify that photos or videos were previously captured on the glasses.

Important information about media storage

  • Photos and videos captured with VIVE Eagle are initially stored on the glasses.
  • Imported media is saved to the VIVE Connect gallery by default.
  • VIVE Eagle includes internal storage for keeping captured media until it is imported.
  • Regularly importing media helps prevent storage-related issues and keeps space available for future captures.

If the issue persists

If you still cannot import media after completing all troubleshooting steps:

  1. Restart VIVE Eagle.
  2. Restart your phone.
  3. Reconnect the glasses to VIVE Connect.
  4. Try importing media again.
  5. Submit feedback and diagnostic logs through VIVE Connect to help investigate the issue.