Troubleshoot media transfer failures when importing photos and videos from VIVE Eagle AI smart glasses to the VIVE Connect app on supported Android and iPhone devices.
If photos or videos won't transfer from your VIVE Eagle to the VIVE Connect app, the issue is usually related to connectivity settings, device permissions, or connection preferences. This article provides steps to help restore media transfers.
Symptoms
You may experience one or more of the following:
- Media import does not start.
- Importing photos or videos fails unexpectedly.
- The Import button appears, but files are not transferred.
- VIVE Connect reports a connection or transfer error.
- Media remains on VIVE Eagle after multiple transfer attempts.
Before you begin
Verify the following:
- VIVE Eagle is powered on.
- VIVE Eagle is paired with and connected to the VIVE Connect app.
- Bluetooth is enabled on your phone.
- Wi-Fi is enabled on your phone.
- The VIVE Connect app is running on your phone.
Check the connection preference setting
If VIVE Eagle is connected to VIVE Connect but you still cannot import media, adjust the connection preference.
- Open VIVE Connect.
- Confirm that VIVE Eagle is connected.
- Go to Settings > General > Advanced > Connection preference.
- Turn on Automatic band selection.
- Try importing media again.
If the issue continues:
- Select 5 GHz and try the transfer.
- If that does not help, switch to 2.4 GHz and try again.
Android: Fix Wi-Fi errors during media import
Some Android phones may not correctly synchronize the settings required for media transfer. If you receive a Wi-Fi-related error while importing media, check the following settings.
Enable required location services
- On your Android phone, open Settings > Location > Location services.
- Turn on:
- Location Accuracy
- Wi-Fi scanning
- Bluetooth scanning
If any of these settings are already enabled, turn them off and then back on again.
Verify VIVE Connect location permissions
- On your Android phone, open Settings > Location > App location permissions.
- Select VIVE Connect.
- Set the permission to Allow all the time.
If Allow all the time is already selected:
- Change the setting to Don't allow.
- Change it back to Allow all the time.
Refresh phone location services
- On your Android phone, open Settings > Location.
- Turn Location off.
- Turn Location back on.
- Try importing media again.
Disconnect Android Auto or Apple CarPlay
Media transfers cannot be performed while your phone is connected to Android Auto or Apple CarPlay.
- Disconnect your phone from Android Auto or Apple CarPlay.
- Return to VIVE Connect.
- Try importing the media again.
Confirm that media exists on the glasses
To import media, photos or videos must still be stored on VIVE Eagle.
- Photos and videos captured with VIVE Eagle are stored on the glasses until they are imported.
- When media is available, VIVE Connect displays an import notification after the glasses connect.
- Tap Import when prompted.
Restart the connection
If transfers still fail:
- Turn off VIVE Eagle.
- Close VIVE Connect.
- Turn VIVE Eagle back on.
- Launch VIVE Connect and allow the glasses to reconnect automatically.
- Try importing media again.
If the problem persists
If you can connect to VIVE Connect but media imports continue to fail after completing the steps above:
- Verify that Bluetooth remains enabled on your phone.
- Confirm that VIVE Eagle stays connected throughout the transfer process.
- Test both 5 GHz and 2.4 GHz connection preferences.
- On Android devices, recheck location permissions and scanning settings.
If the issue continues after all troubleshooting steps, submit feedback and diagnostic logs through VIVE Connect to assist with further investigation.