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Contact synchronization issues

  • Updated

Learn how to troubleshoot contact synchronization issues between VIVE Eagle AI smart glasses and the VIVE Connect companion app, including caller announcements, contact access permissions, and Bluetooth-related settings on supported Android and iPhone devices.

If contact names are not appearing on VIVE Eagle, caller name announcements are not working, or VIVE AI cannot access contacts stored on your phone, the issue is usually related to app permissions, Bluetooth settings, or device synchronization.

This article provides steps to diagnose and resolve contact synchronization issues between VIVE Eagle and VIVE Connect.

Symptoms

You may be experiencing a contact synchronization issue if:

  • Incoming calls are announced without a contact name.
  • Caller identification does not work on VIVE Eagle.
  • VIVE AI cannot find people stored in your phone contacts.
  • Recently added contacts do not appear to be available to VIVE Eagle.
  • Contact-related features stop working after changing phones, updating your operating system, or modifying Bluetooth permissions.

Before you begin

Verify the following:

  • VIVE Eagle is paired with your phone through VIVE Connect.
  • VIVE Eagle is connected to VIVE Connect.
  • Bluetooth is enabled on your phone.
  • VIVE Connect has the permissions required to access contacts.
  • Your phone contacts are stored and available on the device.

Check contact permissions on Android

VIVE Eagle can only access contact information if VIVE Connect has permission to read contacts and call history.

  1. Open your phone's Bluetooth settings.
  2. Locate your paired VIVE Eagle device.
  3. Verify that permission to access contacts and call history is enabled for VIVE Connect.
  4. Some Android devices display two VIVE Eagle Bluetooth entries. If so, enable the required permissions for both entries.
  5. Disconnect and reconnect VIVE Eagle if you change any permission settings.

Check contact permissions on iPhone

If caller names are not announced on iPhone, verify Bluetooth contact-sharing permissions.

  1. Open Settings on your iPhone.
  2. Tap Bluetooth.
  3. Find VIVE Eagle in the device list.
  4. Tap the information button next to the device.
  5. Verify that Sync Contacts is enabled.
  6. Ensure the relevant contact-sharing options are selected.
  7. Reconnect VIVE Eagle after making changes.

Reconnect VIVE Eagle

Temporary synchronization issues can often be resolved by reconnecting the glasses.

  1. Turn on VIVE Eagle.
  2. Wait for the status LED to indicate that the device is ready.
  3. Launch VIVE Connect on your phone.
  4. Allow the connection process to complete automatically.
  5. Test a contact-related feature again, such as caller name announcements.

Restart your devices

If contacts still do not synchronize correctly:

  1. Turn off VIVE Eagle.
  2. Restart your phone.
  3. Turn VIVE Eagle back on.
  4. Launch VIVE Connect and allow the devices to reconnect.
  5. Test whether contact information is now available.

Remove and pair VIVE Eagle again

If permissions appear correct but contact synchronization still does not work, reestablish the pairing relationship.

Step 1: Unpair VIVE Eagle

  1. Open VIVE Connect.
  2. Go to Settings > General.
  3. Tap Unpair.
  4. Confirm the action.

Step 2: Remove the Bluetooth entries

  1. Open your phone's Bluetooth settings.
  2. Locate all VIVE Eagle entries.
  3. Remove or forget each device entry.

Step 3: Pair again

  1. Launch VIVE Connect.
  2. Select Pair new.
  3. Follow the onscreen setup instructions.
  4. Grant all requested permissions, including contact access when prompted.
  5. Confirm that caller name announcements and other contact-related features are working.

If you recently changed phones

Changing phones can affect contact synchronization because VIVE Eagle must establish a new trusted connection with the replacement device.

To avoid issues:

  1. Unpair VIVE Eagle from the old phone.
  2. Install VIVE Connect on the new phone.
  3. Sign in using the same HTC account.
  4. Pair VIVE Eagle with the new device.
  5. Grant all requested permissions, including contact access.
  6. Verify that caller name announcements work correctly after setup.

Understanding how contact access works

For privacy protection, VIVE Eagle does not automatically access your contacts. Contact information is only available when you grant the necessary permissions to VIVE Connect. These permissions are used to support calling features and caller identification functionality.

Still need help?

If contact synchronization continues to fail after verifying permissions, reconnecting the devices, and completing the pairing process again, submit feedback and diagnostic logs through VIVE Connect to help identify the issue.