Learn how to troubleshoot AI server connection errors, connectivity issues, and AI response failures on VIVE Eagle AI smart glasses when using VIVE AI features with the VIVE Connect companion app.
If VIVE AI responds with "Sorry, can't connect to the server, please try again" or "Something went wrong, please try again," the issue is usually related to connectivity, language configuration, or the AI service integration on your connected phone. VIVE AI features require VIVE Eagle to be connected to VIVE Connect, and your phone must have internet access for most AI requests to work.
Symptoms
You may experience one or more of the following:
- VIVE AI cannot answer requests that normally require online processing.
- You hear "Sorry, can't connect to the server, please try again."
- You hear "Something went wrong, please try again."
- Visual AI features, memory recall, translations, or other AI-powered functions fail to complete.
- AI requests work intermittently or stop working unexpectedly.
Before you begin
Most VIVE AI features require:
- VIVE Eagle to be connected to VIVE Connect.
- Your phone to have an active internet connection.
- Supported AI services and integrations on your phone to be functioning correctly.
Step 1: Verify that VIVE Eagle is connected to VIVE Connect
Many AI features depend on an active connection between VIVE Eagle and the VIVE Connect app.
- Make sure Bluetooth is enabled on your phone.
- Turn on VIVE Eagle.
- Open VIVE Connect and confirm that the glasses are connected.
- If the connection is lost, reconnect the glasses and try your AI request again.
Step 2: Confirm that your phone has internet access
VIVE AI features depend on online AI services for most requests.
- Verify that your phone can access the internet using Wi-Fi or mobile data.
- If you are traveling, roaming, or using a public network, network quality may affect VIVE AI performance.
- Try opening a webpage or another internet-connected app to confirm connectivity.
Step 3: Check that language settings match
A language mismatch between VIVE Connect and the AI service on your phone can cause AI requests to fail.
Android
- Open the Gemini app.
- Tap your account avatar.
- Go to Settings > Languages.
- Verify that the Main language matches the language selected in VIVE Connect.
iPhone
Ensure that the language used by your phone assistant is consistent with the language selected in VIVE Connect.
Step 4: Refresh AI service integration
For Android devices using Gemini integration:
- Open the Gemini app.
- Tap your account avatar.
- Go to Settings > Google Assistant features in Gemini. (Exact setting name may differ based on your Android version)
- Turn Use Google Assistant features off.
- Turn Use Google Assistant features back on.
- Try the AI request again.
Step 5: Restart your devices
Temporary software or connection issues can sometimes interrupt AI services.
- Turn off VIVE Eagle.
- Restart your phone.
- Turn VIVE Eagle back on.
- Reconnect to VIVE Connect.
- Test VIVE AI again.
Step 6: Reinstall the AI service app
If the issue persists on Android devices:
- Uninstall the Gemini app from your phone.
- Reinstall the latest version.
- Complete any required setup.
- Reconnect VIVE Eagle to VIVE Connect.
- Test VIVE AI again.
Additional considerations
- Photos and videos can be captured even when VIVE Eagle is disconnected from VIVE Connect.
- Most other VIVE AI voice commands require VIVE Eagle to be connected to VIVE Connect and your phone to be connected to the internet.
- AI performance may vary depending on network conditions, roaming status, local network restrictions, or service availability.
Still need help?
If VIVE AI server connection errors continue after completing all troubleshooting steps:
- Restart both your phone and VIVE Eagle.
- Verify that VIVE Connect and your phone's AI service are configured correctly.
- Submit feedback and diagnostic logs through VIVE Connect to help identify the issue.