Learn how to troubleshoot firmware update failures on VIVE Eagle AI smart glasses using the VIVE Connect companion app, including connection, battery, network, and update requirements.
If you're unable to update the firmware on your VIVE Eagle, the issue is usually related to battery level, connectivity, network settings, or the update transfer process. This article explains the requirements for firmware updates and provides troubleshooting steps to help complete the update successfully.
Before you begin
Make sure all of the following requirements are met:
- Your phone is connected to the internet.
- Bluetooth is enabled on your phone.
- VIVE Eagle is connected to VIVE Connect.
- Both your phone and VIVE Eagle have at least 20% battery remaining.
- Your phone is not connected to Android Auto or Apple CarPlay.
Check that VIVE Eagle is connected
Firmware updates require an active connection between VIVE Eagle and VIVE Connect.
- Turn on VIVE Eagle.
- Wait for the status LED to flash white.
- Open VIVE Connect on your phone.
- Confirm that the glasses connect automatically.
If the glasses are not connected, reconnect them before trying the update again.
Try the firmware update again
Once your glasses are connected:
- Open VIVE Connect.
- Go to Settings > General.
- If an update is available, select Update.
- Tap Download update.
- When prompted, allow your phone to connect to the VIVE Eagle Wi-Fi connection used for transferring the update.
- Wait for the installation to finish.
During a firmware update, the VIVE Eagle status LED blinks white and pink continuously. This indicates that firmware installation is in progress.
If the update won't download or install
If VIVE Eagle is connected to VIVE Connect but the update still fails, adjust the connection settings:
- Open VIVE Connect.
- Go to Settings > General > Advanced > Connection preference.
- Turn on Automatic band selection.
- Try the update again.
If the problem continues, manually select a different wireless band:
- Try 5 GHz.
- If that doesn't help, try 2.4 GHz.
Charge the devices
Updates may fail if either device has insufficient battery.
- Charge VIVE Eagle until the battery level exceeds 20%.
- Ensure your phone also has at least 20% battery remaining.
- If necessary, connect your phone and glasses to power while performing the update.
Restart VIVE Eagle and your phone
Temporary connection issues can sometimes prevent firmware updates. Restarting VIVE Eagle may help address the issue.
To restart VIVE Eagle, do one of the following:
- Open VIVE Connect and go to Settings > General > Restart.
- Turn the glasses off and then back on again using the AI button.
After restarting the glasses, restart your phone and try the update again. Guidance for restarting the phone is referenced as a troubleshooting step for connection-related issues.
Verify internet access
The firmware update package is downloaded through VIVE Connect before being transferred to the glasses. Make sure:
- Your phone has an active internet connection.
- Mobile data or Wi-Fi is working properly.
- Network restrictions are not blocking downloads.
When to contact support
Contact customer support if:
- The update repeatedly fails after trying the connection preference changes.
- VIVE Eagle cannot maintain a connection to VIVE Connect.
- The update process does not start even though all update requirements have been met.
- The glasses exhibit other abnormal behavior during the update process.